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| - Fellow Arizona beer patrons, please read the entire review before using this store.
GCM liquor in Gilbert AZ has the worse customer service I have ever encountered anywhere. If I could, I would rate it here as 0 (zero) stars.
As a 25 year Veteran, integrity is very important to me and I work hard to maintain an objective opinion on most issues. I usually cut folks a break.
I pride myself on using smaller local independant retail stores for many things such as hardware, landscaping items and up until now, keg beer. While I have been flexible with GCM on many occaisions, I can no longer tolerate thier abuse.
Over the last 2 years several incidents have occurred there; here are the most notable.
1) I have been denied my keg deposit because I could not immediately prove I bought the keg there.
2) I have been over-charged for the keg deposit and had to take store credit to be compensated.
3) I was denied an exchange on a faulty keg.
In regards to this "final straw", the owner complained that it was too long since I purchased the keg to be able to offer an exchange. I explained that I thought the poor quality of the beer might have been down to a leak in my lines or some other problem with my equipment. It took me a while to figure It out. It was not until I discovered that the rubber seal on the keg was torn and missing a piece that I decided to attempt the return. I never got to "use" the product and thus felt I deserved some form of restitution. After all, I was returning a largely full keg. Any retailer would offer at least "store credit" on a faulty product even after two months.
My request fell on deaf ears. The owner claimed he needed authorization from the distributor to get the keg replaced (although he was very confident that they would do so). At that time I confirmed with him that he owned the store. I also pointed out that since he was willing to take money for the product, HE as owner should offer a replacement or refund for the defective product and then get the distributor to compensate him. He said he was not willing to risk his cost (claimed $65) On having the distributor reject his claim. 65 dollars.
I have purchased more than 20 kegs at this store but it is clear customer loyalty means nothing to them.
Now the owner may maintain that I am lying, that I have stretched the truth or that my case is an anomaly. I urge you to dismiss such comments and stick to the facts.
I bought a keg at GCM, it was defective (owner confirmed), I was not offered a replacement or refund.
Thus, I shall be visiting my local big box liquor store from now on. They have "Mo" to offer as they are closer to my home, the prices are cheaper and they have a much friendlier staff.
As for GCM, I can leave them with nothing more than advice:
*Adopt a keg deposit system that works. Stickers on the keg, a book in the store or a membership card.
*Not all your customers are out to screw you. A few of us just want what we paid for.
*Lower your prices, you are too expensive and not competitive. Your customer service is not good enough to compensate for the difference.
*Leave the attitude at home (read Soup Nazi) - We are all not priveledged to be buying from you. Also, would it hurt to smile once in a while? I have never seen you guys smile. If you don't like your business, then get our of it...
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