When I got to the store there was a young man there who failed to greet me. He walked up from the back of the store and I was the first to speak. I asked him if they had the new polishes by O.P.I. and he pointed me to a group of polishes next to the register. He said that there were new polishes all the time and that was the usual place for them. But the name was off so I texted a friend and she told me the right name. During this exchange what only took a few seconds, he had disappeared into the back of the store again.
I turned around just to find that the polishes were in the O.P.I. designated section on full displace. He wasn’t even interested enough in the products that his store carried to realize that they were new and sitting right across from the register in his eye line. I grabbed the polish I was missing and called for him to complete the transaction. By the next morning, I awake to update my bank records of the purchases that I had made the day before and found that someone had made an online purchase that I didn’t recognize. I knew that my very honest former coworker at the Ulta store would have cloned my debit card and purchased men’s clothing on a men’s website.
I called Sally’s to warn them that their store could have been involved in the fraud that had befallen my bank account but their reception was icy. I asked to speak to a manager and the person on the other end told me that she was the manager but informed me that there was nothing that she could do about the story that I relayed to her. Instead she gave me a customer service number even though I was protesting. I simply wanted them to know that I was concerned that this might happen again so they should keep an eye out, but instead I had to call the 800number.
I was not impressed by the person who I spoke to at the customer service department either. After letting her know that I believed that my card number was cloned at the store because the other time that I had used the card was two days prior and from experience I knew that no one would wait that long to use it. She instructed me to call my bank because there was nothing that she could do about it. I informed her that I wasn’t an idiot, that I had already told my bank, but there was something fishy about the store and the fact that that was the last place I made a purchase. It was to no avail, she insisted that there was nothing to be done, so I moved on.
I called the company that the purchase was made from and informed them that my bank would inevitably reverse the charge and that they would be out the money and products. The company was nice enough to cancel the charge without telling the buyer and then provided me with contact information. Later on that day I went back to the store to return the items that I had bought for a blog post, and was met with more disappointment.
When I wanted in there was a very sad looking redhead who was stocking products. She didn’t greet me. Of course she didn’t, this was the M.O. of this store. She simply walked to the register after being told that I had a return. This is the conversation from memory. I’m going to try to be as honest as possible.
Me: I’m returning this because after I bought it here someone used my card. The item isn’t used or anything, but I had to get a new card. I just want my money back, this was my debit card.
Clerk: I need the card that you orginially used for this.
Me: I’d rather not. I don’t want to use my card here.
Clerk: Well I can’t return this. I have to return it the same way it was bought.
Me: It was a debit card, but give me my cash back because the purchase is already out of account.
Clerk: It’s company policy so I need to put it back the same way it was purchase.
After examining the card.
Clerk: This isn’t the same card.
Me: Right, that’s a new card. My bank had to send a new one because the last one was compromised.
Clerk: Well I can’t do the return then.
Me: but I’m telling you that this isn’t a credit card. This is my debit card, you already have the money out of my account.
Clerk: I can’t put this back on a different account.
She looked at another clerk who showed up to the party after it had already begun. She showed her my card and informed her that it was different from the one originally used.
Dark haired Clerk: You have to give her a store credit because that’s a different card.
Me: I don’t want a store credit. I’m not buying anything here ever again. That is not a credit card, it’s my debit card and the money is already out of my account. Just give me my money back so that I can leave.
Clerk: We can’t give you cash, we have to give it back to you the same way you bought it, and you can’t say that someone here stole your card.
Me: I never said that, I said that someone used my card after shopping here. And I don’t want store credit. This was my money, not a credit card.
I’m cutting this short. There was a number of times when the clerk said what I’m about to relay to you to my frustration. I got angry and snapped.
Clerk: we can’t give you cash back, that’s against company policy. You’re not listening.
Me: No you don’t understand. That’s my money. I don’t care. I understand what you’re saying; I have a Master’s degree in English. You don’t have to be rude. I’ve worked in retail for years, and I’m a very nice person, I’ve been trying to be nice, and you really don’t have to be rude.
I was trying to get my card back, but she just kept going.
That’s when the other clerk said, “The person who can help HER isn’t here so she’s just going to have to come back tomorrow.” And that’s when she did what I had been trying to do that whole time, she grabbed the card and receipt from her coworker, slammed it on the counter, and turned back to her customer.
That’s when I turned and walked out. I sat in my car for a short time trying frantically to call the 800 number, but there was no one there. I decided to go back inside. On my way back in, there were three girls there, and one said, “That’s her.” So I said out loud,
“Like I care what some fat bitches have to say about me.” I knew it was wrong, but I was angry that these workers at the Sally’s store had been talking about me behind my back. And I’m very honest, so I had to tell you the truth about my experience… the whole truth.
When I got in, I walked up to the counter and asked for the name of the person behind the counter. She told me that her name was Yvette, and then wished me a great day. I told her that I always have a great day, and I went home. When I got home I immediately went to my yelp and quoted everything this person said. In the morning I call the 800 number and they were still clueless. However, when the Regional manager called me, he said that since I had a new card they should have returned it to my new card. Also, he took the information I had gotten from the online retailer and apologized for all the problems that I was having at that store. He said that he would take care of it.
I have never returned to that store and is considering never returned to any Sally’s at all. The moral of the story is that if you work in customer service, you should try to make the customer happy. This was the worst way to treat anyone and I could have been worst, but I was trying to carry myself like a lady despite the fact that they didn’t deserve it.