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.   

Don't Shop At Radio Shack (Read Within)

Letter to Radio Shack Customer Service:

Yesterday, I called the toll free number for Radio Shack.  I asked about the exchange policy on items purchased at Radio Shack, in particular products manufactured by Radio Shack (Auvio).  The representative stated that I had ninety days to make an exchange for products manufactured by Radio Shack. 

Today, December 30^th, I returned to the same store where I purchased the headphones.  The first store clerk was completely unaware of Radio Shack’s exchange policy, and he kept repeating the refund policy to me.  He said that he would need to get the manager.  He came back with the most rude and vile person I have ever encountered in a retail store.  I assumed she was a manager.  She too started rattling off the return policy.  I explained to her that I wasn’t seeking a refund, but that I was looking to exchange the defective product.  She said, “It’s still over 30 days”.  I could tell by her face and disposition that she didn’t like the fact that I quoted the exchange policy to her and suggested that she call central customer service.   She said something smart under her voice to the first salesclerk.  It appeared that she was checking on something after I told her about the 90-day exchange policy.  However, I was simply standing around for no apparent reason.  She was ignoring me.  I walked over to her register and asked what was going on.  She said that she already told me what the store policy was.  I asked to speak with a manager and she told me to go to the back of the store and ask another clerk to get the manager because she was too busy with another customer.  At this point, I was annoyed by her apparent attitude and lack of professionalism.  We got in to a word for word argument as other customers stood by witnessing her aggressive behavior.  Eventually the manager came up front and even he had a nasty disposition.  He insisted that I stand closer to him to tell him my side of the story.  I refused, because I didn’t want what I had to say be in earshot of the female clerk in fear that she would interject….which she did.

The manager started to repeat the same return policy to me and I had to restate to him that I was not looking for a refund, but that I was looking to exchange the defective product.  He took one look at the product and said that it was damaged and accused me of stepping on the headphones or causing the damage.  I told the manager that I had no reason to lie about a $39 purchase, and he stuck with his assessment that I damaged the product.  The female clerk yelled from the cash registered that I should be removed from the store because I threatened her.  This is totally not true. However, I did stand my ground with her in the argument.  The manager then got short with me and said there was nothing he could do for me.  It was clear that he had no authority over the female clerk because whatever she yelled from the cash registered clearly influenced his treatment of me.  Recognizing that neither of them fully understood Radio Shack’s exchange policy and that I was being brushed off, I stated that I was not leaving so they might as well call the authorities…and that’s just what the manager instructed one of the clerks to do.

When the authorities arrived, they appeared to know the Radio Shack staff very well.  So clearly, I was at a disadvantage.  The authorities took the story of the first salesclerk (male)…who I overheard lying to the police. Then they took my story and then the store manager’s story, which I did not hear.  The police said there was nothing they could do to have him exchange the headphones, and stated that I had the option to sue. 

In course of the argument with the female salesclerk, she threatened me and was highly inappropriate and she did it a second time right in front of her manager.  As I left the store I asked the manager for his boss’s contact information, he said nothing but simply turned a sign around with a toll free number and a name.  He was almost just as ignorant as the young lady. 

I am asking that someone pull the video tape from the store to confirm my entire story.  In the meantime, I have no intent to sue radio shack over a $39 purchase, but I will if the parties involved are not addressed and corrected.  I simply want the defective product exchanged and an apology from the staff involved, for their dishonesty, unprofessionalism, ill treatment, and unwillingness or lack of skills to maintain me as a customer.  The way they treated me made me feel like I had walked into the store to rob it. 

Lastly, I have purchased several items from Radio Shack in the course of 20 years.  I have never been treated with such disrespect by any of your staff members until today.  They are unprofessional, street hoods (referring to the female clerk), and they do your brand no justice.  I will boycott your stores from this point forward and ask my entire network of employees, colleagues and family members to do the same.  Please address this issue immediately!