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| - My one star rating is for the store itself and not the product. However, note that if this product were not in the store it would be negative -5 star rating for the store. The product would receive standing alone a five star rating.
We approach the Columbia store and notice immediately that the store hours are until 9pm and it is currently 8:53pm. So, we know what we want and the area it should be in so we decide to run in a grab it and then pay. Well, not that simple.
Walking through the door we see a male standing in the middle of the store. He quickly and curtly reminds us of there store hours as we try to move along we acknowledge we are aware and will grab and go. He the HARSHLY yells at me that you might know what you want but a register transaction takes 5 to 7 minutes and we close at 9pm. I say thank you and keep moving so as to avoid feeling more anxiety than I already do. My daughter is asking why is he being mean to you mom. I am scared of him. In addition, no one offered to help me locate the one specific item or size for me. I see the pants and I am trying to locate the size 4 short. Once again HE yells LOUD in the middle store we will be closing the register in 3 minutes! Half of the tags we tucked under the hanger where you could not see the size, and they were not in size order. So I had to look a bit longer than expected. I found no short but a 4 regular! I felt relief! Having a few tags in my hand , suddenly all light go off and complete darkness, startled and thinking something has happened drop everything and hurt myself on the rack. Then yelling again, and lights on. I try to find the pant I had among what I dropped. He is now yelling at me AGAIN! Ma'am you may not look at the merchandise any longer (time 8:57pm). I felt threatened and harassed now I said to him, I had it in my hand until you startled me turning off the lights, I am just trying to locate which one it was of these three. He yelled well you walked in at closing. You can no longer touch the merchandise! I had it in my hand with my mouth opened an my daughter shaking behind me scared. Then my husband comes from the other side of the store with his two items with in the same few seconds (time still 8:57) and he starts yelling at my husband about how we came in at closing. My husband calmly stated yes I understand we quickly grabbed our items. But you don't need to yell and be so rude about it. Manager said Yelling HARSH " Since when is being informative being rude?' My husband said its not informative when your rude to customers. The Manager then yells "the registers are shut down'. Employee in the background asks'are your sure they are shut down?' Manager yells back " yes registers are shut down" At this point my daughter is running out the doors yelling I am scared! She has never done that before she usually sticks with her parents when she is scared. I then exited the store to follow her. We didn't make any purchases that night.
1. I as a person who has been in customer service understand that staying late isn't fun. Hence why I was rushing to be at the register at 9pm. (which is the time I got in the car purchace could have been made) But I have never been to a store whos policy it was to shut the registers 2 minutes before closing or when there are active shoppers telling them not to touch the merchandice.
2. Retail can be frustrating. We all have bad days, customers who are more difficult, and in moments busy days that work us harder than we feel we should.
3. Customer service is just that...working with people... so you need to like people to work with them.
Once I walked out of the store and was able to get my bearings and console my daughter. It was disgusting how threatened and harassed myself and my daughter felt. Not once did I ever hear him TRY to be reasonable, no I'm sorry you feel that way, can I help you,...no typical customer service responses only defensive. It was all about him and his store, his respect, his employee, his time, his merchandise, his register, and his interpretation. Can we say he is a BULLY ?? If my child were to answer this question it would be a resounding yes.
My next question is this: Does Columbia Sportswear brand condone this treatment of customers? I know you have excellent SMP and even send in surprise visits to make sure these standards are enforced. So, your employees are highly valued, even the ones contracted overseas. Next question is, why would you want such an unhappy, unprofessional, threatening, and harassing manager representing your Columbia brand? Especially if you take such care of them and the outdoors are all about beauty and happiness.
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