Second Letter to Radio Shack Customer Service:

Second Letter to Radio Shack Customer Service:

Yesterday, I received a call from a young man by the name of Jason.  He stated that he worked for Radio Shack and that he read my complaint letter. He said that he wanted to help and offered to get the headphones exchanged at another store.  I agreed to the arrangement because he appeared to be competent.  Jason stated that he would call me back once he found a store with the headphones in stock, and that’s just what he did. I was told to go to the Radio Shack located at 58 Graham Avenue in Brooklyn.  I informed him that I wouldn’t be able to make the trip to Williamsburg until the next day (January 4^th).  Jason stated that was fine and that I should ask for the store manager, Alex, when I arrive. 

Today, I looked the store up online to find out their hours.  The online listing stated that the store was opened until 9 p.m.  So I headed to the store.  When I got to the store they were on the verge of closing the doors, and it was barely 8:30 p.m.  I asked if I could do a quick exchange.  I said “I was told to ask for Alex”.  The first clerk, Kevin, said “He’s not here and we are about to close”.  I explained my situation and Kevin appeared to be unmoved.  However, there was a second clerk, Dennis, who listened.  He appeared to be somewhat sympathetic and clearly understood what I was trying to accomplish.  He even looked at the product and identified its make and model (a Radio Shack product).  Kevin walked away from the conversation tending to something else.  When he came back he said “is this thing under warranty” while looking at the receipt. I am irritated at this point.  He switched from being unhelpful to asking about a warranty.  Neither I or Dennis answered his question.  I attempt to explain what was going on to Kevin and he restated that they were about to close and said if the arrangement was made with Alex, that’s who I had to talk to, not taking into consideration that I traveled out of my area to make the exchange.  Not taking into account that someone must have given me the name of his store manager or the part of my story that involved me writing the corporate office. He appeared to be unconcerned and more focused on getting me out of the store.   Then he asked me for an authorization number.  He was random and rude! I informed him that I wasn’t given an authorization number and said that I was sent to their store because of poor service at another Radio Shack store.  Not once did he examine the product, and not once did he seem to care about what I was saying.  I got frustrated and told them to keep the product.  I asked the clerks their names before leaving the store and they told me.  I then wished them a good night and left the store baffled.  I will never return to another Radio Shack store, EVER!

Who are you hiring to man your stores? Are you training them? Do you pay them enough for them to care about their jobs, more importantly, the customers that make it possible for them to have a job? 

I am going to spend the next few months telling people of my horrible experience with your store staff. At this point, I am not sure what to demand from your company because it appears nothing is order, absolutely nothing.