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  • Be very careful when purchasing here. I visited on Mother's Day to shop for my wife's birthday and son's graduation (not for Mother's Day, as I was taking advantage of the 15% off). The 2 items I purchased totaled over $900. When I got home I looked at the receipt and saw $119 charge for ESP (extended service protection). I did not ask for this. I called the store and spoke to Zak, my sales guy, who told me he could credit it back without me coming back. He then corrected himself and said I had to come back...so I drive another 20 minutes back. I asked him why this happened, as he didn't offer ESP to me, and I didn't ask for it. He told me the POS automatically adds ESP to the ticket and the cashier has to manually deselect it. He forgot to do so. He did not offer ESP to me for either item but seemed to remember to deselect ESP for the other item. I asked to speak to a manager. There was none. Mother's Day, one of the busiest days of the year, and no managers in the store. And to top it off they wouldn't compensate me for having to go back and forth again because of their mistake (no manager on duty). Having come from retail, I can assure you ESP is extremely profitable, much more profitable margin-wise than the actual item. The fact that an employee has to manually deselect it is ludicrous. Please, please make sure you check EVERY line item on your receipt every time. When I told my wife the story, she asked me to return it. $600 sale gone as well as a historically valuable customer. In fairness, all of the employees there were incredibly courteous and friendly. They just need better protocol around ESP.
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