When managers forget they are human 1st

Item: Clicks
Rating: 1
Author: Adheesha I

See below a complaint already logged, I knew that it would not have any effect as up to date I have not recieved a follow up call or email. Incident # ********** 2(Ref:IN: ********** 2 adheesha inderjeet ********** Nov 3 (6 days ago) to Complaints Hi, Gamiedah Thank you for the email. I am sure each store has cameras in place to watch for security so I urge your management team to watch the tapes. 30.10.2016 :We purchased a little radio from the Pavillion branch. We tested it in store and it did not pick up the stations clearly, but we were told that this was due to the fact that we were in a mall and so the signal was not very strong. We took it home , only to find out that the USB port does not work and it picks up only one station that we listen to - ECR. We played with the atenna , tried moving positions. But it didn't pick up Radio Lotus, Hindivani, 5 FM . We took it back to the Reservoir Hills store (this was closer) the very next day (31.10.2016), waited on the manager, who already looked very tired. I explained that everything was working fine, except the USB port and it was not picking up all stations. She requested someone from audio come to the counter after turning the radio around a few times. Not saying a word. Mind you, Clicks does not have a separate return desk. Its there at the front. In full hearing of other customers and staff. After waiting for about 6- 7 minutes with no appearance from someone from audio, we told her we were going into the store. I happened to turn around and see a young gentleman staff member taking the radio from Pumla and take it to the other side of the front desk. I went up to him, smiled and said 'this is mine'. He proceeded to turn the radio on and quickly tuned into stations. Then throws his hands up into the air, yelling at Pumla who is on the other side ' How, it works!?" I felt my cheeks go bright red as every person in that line turned to look at us. He starts dancing as she walks towards us. I try explaining to him that its not all the stations, he just looks at me while still dancing and continues to tune the radio to stations to the right of the dial. The manageress and him stand there and look at each, like "I cant understand why these people are complaining, its working' Eventually I lose my patience and very firmly tell him that he is tuning to stations that we don't listen too and that it is the stations to the left of the dial that are not working. Only when I did that did he see that it was not picking up. Pumla walks away. All this while everyone within near distance can hear and see the actions of the two staff and myself and my husband. I have never felt so uncomfortable in a store before. It was as if they were doing us a favour by taking back something that I , by law I'm quite sure, have the right to return. We stood there awkwardly for a few minutes, still not sure what the outcome is, and I couldn't keep quite. I asked the 'dancing guy' for the managers details because I was not happy with the way we were treated. My husband at this point is agitated and upset, has a naturally loud voice and says that this not the way to be treated, we didn't really need to explain why we wanted to return it. Pumla comes back and proceeds to make me feel like a ****, telling me that I told her that it wasn't picking up any stations, and when I said I didn't, she insisted that I did. We got more upset and instead of calming us down.. SHE WALKS AWAY MID SENTENCE ... turns her back and goes to the front of the counter. I throw my hands up in frustration and loudly say, AND NOW YOU WALK AWAY WHILE IM STILL TALKING.. WELL DONE She comes back 3 -4 minutes later with the receipt and says its my fault for screaming that made her walk away. Goes away, comes back and we ask for details. Throughout this exchange, I keep repeating, I feel unconformable and very embarrassed by this whole thing, you guys made me feel like a ****. Pumla keeps saying we not doing that , but walks away, looks at me like well, its working face ( which come to think of it, she actually said as well) , and insisted that I gave her wrong info. While signing the slip I tell her, that she could have at least understood and had compassion as a human... it ended with me in tears and very upset. If you look at my twitter feed, you can see I am passionate about great customer service. I will call you out if I feel that it was bad service. But I am angry in those interactions because they disservice the store/company that I utilise. I complain, I vent, I go back to the store. But this time ...This is the 1st time I felt personally attacked, my credibility questioned and it does not feel good. But I wanted you to know, its the 1st time that I may actually not ever visit a Clicks store... thinking about how it made me feel to stand there like a naughty child... I don't think I can go into your store. I have very little faith that anything will come from this complaint apart from a standard response ( like this email that you sent... no offence to you, I know that it all worded for compliance and uniformity ) But thanks anyway for responding. Have a good day. Regards, Adheesha

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