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| - Gee, I guess Our experience is a weeeee bit different than all these others! Amazing that customer service didn't happen for us over a RETAIL $13 dollar item so bad service over a probable $3 wholesale ring. NOT GOOD. Really not good!
I was here a couple weeks ago with my friend Joan and her daughter Sarah. We dropped in on a whim, as we were in the neighborhood and Sarah wanted to see if there might be a hoop there she liked for her nostril piercing.
Steph and J.D. were working that day. Steph was the primary person that waited on Joan and Sarah. Steph brought out a silver hoop, saying something like, "This should work." Sarah liked the looks of it, and Steph asked Sarah if she would like her to install it. Sarah said yes, and Steph said she needed to see her ID, because Sarah is a minor.
Since we had no original plan to shop for a nose ring when we launched out that day, Sarah did not bring her ID. Steph said Sarah could likely install it fine at home on her own, and to come back if she had any trouble.
Steph never took a look at Sarah's piercing or asked the size of her gauge. Joan told Steph twice that Sarah did not get her nose pierced here, but somewhere else.
As it turns out, because Steph did not look at Sarah's nose or ask the size of her piercing, Steph chose a hoop with a gauge too small for Sarah's nose. So when Sarah got home and tried to put the ring it, it made her nose bleed.
Joan immediately called HTC, and J.D. answered the phone and the conversation went like this:
Joan - "Hi J.D., my daughter and I were just there buying a nose ring. We came home to put it in and the gauge is too large and made Sarah's nose bleed. It must be the wrong size, and I need to return it."
J.D. - "Oh, I'm sorry. We can't take returns, but I can give you store credit. Isn't her piercing an 18?
Joan - "No, it's a 20."
J.D. - "We only do 18's on nostrils here."
Joan - "I told you guys twice that we didn't get her nose pierced at HTC. We got it pierced at Halo. I had no idea that different places did different size standard piercings for nostrils. And no one at your store last night asked Sarah about the size of her piercing after we told you that we got her nose pierced somewhere else."
J.D. - "I'm very sorry about that. Like I said, we can't take returns, but I can give you store credit.
Joan - "That's fine. See you tomorrow."
When Joan went to exchange the nose ring the following day, neither Steph nor J.D. were working. A dreadful person named Richard was there. Richard told Joan that J.D. had no business saying that HTC would give her store credit, because once a piece of jewelry leaves the store, HTC will not take it back as a return or even for store credit.
Richard then asked if Steph examined Sarah nose or asked about her gauge size. Joan explained the whole story about how none of that occurred despite the fact that Joan told the staff twice that Sarah did not get her nose pierced at HTC.
Richard suggested, "Why don't you come back again when Steph and J.D. are working, and maybe one of them will give you the money out of their own pocket because this was their mistake and there's no way HTC can reimburse you." Joan could not believe her ears, and was she not about to make a THIRD trip back to the store for what would likely be another futile, frustrating encounter!
So, Joan and Sarah were out the money for a worthless piece of jewelry. This is about one of the worst customer service stories I've ever witnessed.
The story does have somewhat of a happy ending, in that Joan got her money back through her credit card company when she called and told them the story. They couldn't believe their ears either and refunded her immediately.
Moral of the story: Businesses, is a really unhappy, connected customer really worth bad press over a $13 retail order?
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