ComplaintsforC R Scrubs

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  While seeking a lab coat I purchased one at cr scrubs overnight. The one I purchased and took screen shots of stated it was available in store and available in warehouse. This was important as many others I viewed were not available in store, but only in warehouse. I purchased my lab coat and no details outside of pickup in store where I selected it were there. I called the store the next day for specific location as I was driving, and the young lady told me it was by a dollar store (the store is across from Rose **** Cemetery that has been there for decades, longer than I have been alive)! She also, made me repeat myself after placing me on hold. I figured out the location, arrived and the gentleman that was at the counter ********* asked if I had received a text. I said no the item was advertised as in store and no information about a text was given. I was understandably upset and explained how the site displays items and that thats false advertising to say you have an item in store but dont. He said he didnt have a marketing degree but he would try to help me find a lab coat. We tried to. I had a retired peace officer with me and was asking him if he understood false advertising and he said yes. From there ********* said there was no reason to be rude and began squinting & closing off his body posture and stating he doesnt get paid enough to resolve customer concerns and website discrepancies??? He is also responsible for understanding false advertising, though I didnt tell him that. I did ask why he was becoming rude and apparently it was bc ( stated multiple times I needed an explanation for practices not made clear, a rude phone interaction and asking why his demeanor was becoming rude. He just hung up the stock lab coats, turned away and went to the counter to get me my refund not requested or received left to avoid further interaction as you cannot have a discussion with some that thinks further rudeness aids resolution of issues.

  Business response

  04/08/2024

  We are disappointed that we were not able to meet the needs of ******************.  She placed the webstore order on Saturday evening after we closed.  Weekend orders are managed by our Warehouse Manager on Monday morning.  Our week-end employees do not have access to the webstore orders.   Although she had the details of her order in writing in her hand, she did not share that with the employees.  We pulled her order and notified her by text her order was ready at 9:00 AM Monday. Shortly thereafter she called.  We spoke for almost 45 minutes where she reiterated her complaints.  I asked  her what we could do to resolve the situation.  In the past when we deal with a customer concern we attempt to make amends.  We offered to refund her money and still hand-deliver the item to her.  She refused this offer and in fact would not allow me to provide a refund at the time of the phone call.  We did refund her money through our point of sale, then mailed the receipt to her.  I regret that ***************** did not feel she was treated appropriately.  I interviewed the employees and viewed the video of the in-store interaction. I came away with the conclusion that the employees were intimidated by the interactions and did not feel they could meet her demands  at the time of this visit.

  Business response

  04/08/2024

  If you need verification that her invoice was refunded I can provide that.

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