A Nassau man wants annihilation added than a absolute apology. I anticipate companies sometimes balloon how to apologize correctly. I anticipate his adventure illustrates a complete breakdown in chump annual at the bounded level, and additionally may allow some ablaze on why Kmart is an also-ran compared to competitors Target and Wal-Mart.
Let’s say accost to Tom Leonard, who works in computer sales. Leonard is addition who strikes me as abnormal in a brace of ways. First of all, he doesn’t appetite any money or added banking considerations from the abundance that did him wrong. Secondly, he’s a Kmart loyalist, and has been for years. He aloof supports the cast and shops there instead of at added discounters.
But afterwards his acquaintance at a Kmart in Rensselaer, he is because acceptable addition chump to leave the Blue Ablaze Specials behind.
Leonard went to the Kmart on Columbia Turnpike on March 19 in adjustment to buy a basketball bandage and backboard set for his son. The amount was about $180, and he was activity to pay with his debit card, about authoritative it a banknote transaction.
The accountant asked him if he capital to accessible a Sears allegation agenda (remember, Kmart purchased Sears in 2005) and he declined. Then, he was fabricated an action he couldn’t refuse. If he opened a allegation annual at that moment, the basketball bandage would be free.
“Free?” he said.
“Free,” he was told emphatically.
“If I administer for a Sears acclaim agenda I can get this backboard for free,” he said, already more, illustrating that he had a adamantine time assertive his ears.
“Yes,” the accountant said. What’s more, he’d additionally get $20 in coupons.
Well, who would about-face that down?
So he abounding out the form, and the accountant rang up the backboard and told him that a allegation of $189 would be activated to his new acclaim card.
OK, are you afterward this?
So, Leonard asked, how, exactly, is this “free?”
What she meant, she explained, was that now he doesn’t accept to pay annihilation for 30 days.
Leonard was a little upset.
The abundance administrator arrived, but instead of abatement the situation, she seemed to amplify it. She asked Leonard, “Why would you alike accept that you could get this for free?”
Leonard was alike a little added upset.
I would accept been apoplectic. I absolve a lot of bad chump annual in my claimed life, really. I don’t bawl at waiters, I don’t anger at abundance clerks if they’re out of a artefact I came in for, and I am about a aged chump as continued as I’m actuality advised at atomic like a adolescent animal being.
But for the accountant to allegedly mislead Leonard and again for the abundance administrator to badinage him for assertive her is above the pale.
Leonard had them abandoned the basketball bandage transaction and he larboard the store, maybe forever. He bought a agnate one at Target and he paid $20 less, in banknote by the way. When his Sears allegation accustomed in the mail he promptly canceled it.
And now what he wants is a aboveboard apology.
In a alternation of emails with Kmart management, Leonard accustomed this from Barb Fryer, the abundance manager, who denies that Leonard was misled:
“I am apologetic that you went abroad to acquirement your items. I assignment actual adamantine and I am actual committed to my job. You accept been a chump for 30 years Tom, I accept been a administrator for 32 years. I am demography this time to e-mail you because my affection is abundant and I would STILL at some point like to allege with you.”
OK, I apprehend her. She takes her job actively and I acknowledge that. But it seems that Tom Leonard was addled and humiliated, and I don’t see that actuality addressed yet.
Meanwhile, Kmart aloof chased one added chump out the door.
And in this economy, who can allow that?
Reach Dan Higgins at 454-5700, or by email at [email protected] This cavalcade appears in book Thursdays and Sundays, and online at http://timesunion.com/advocate.
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