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| - On June 15th I visited the Goodwill location at the 4147 W Thunderbird Rd, Phoenix, AZ. I was there to drop off two trash bags full of donation clothing. While I was there, my teenage son wanted to look around. I found an XBox360 for sale for $70 and a jacket for $10 that I decided to purchase. I was not familiar with their policies because I have not shopped there before but have rather just donated. So I asked the cashier about the XBOX and if it worked or not. She said she didn't know so I asked if I bought it and it didn't work if I could return it. She said that was no problem and I said, okay, well, I guess I have nothing to lose as long as I can bring it back if it doesn't work and return it for my money back --- I mean,come on, its an XBOX for $70, I figured it didn't work but thought, "what the heck, If I can bring it back, why not?". The cashier, Jamie made me feel like it was safe to try. I took it home and found that it did not work. I took it back within one hour of purchasing it. I was told by Ruth that they could only give me store credit. I told her that Jamie had told me that I could get my money back if it didn't work. Ruth told me that I should have been aware of their policy because it is posted in the store on a poster hanging above the entrance and on my receipt. However, I would not have seen this unless I looked up or had already purchased it in order to have the receipt. At that time, Jamie walked past me and I asked her why she had told me I could return it for my money back. She said that she thought I could. So I asked Ruth why, if an employee didn't know the policy, that I was expected to know it? I told Ruth that I would like to speak to a manager. She said that there wasn't one available and she would have them call me. I asked when that would be and she didn't know. I said, well should I just leave the purchases there and then decline the charges with my credit card. She said what ever I did was up to me and was very rude. I said that since she wasn't giving me any options I would just leave everything with her (including the jacket because I was going to try to get my money back from the credit card company). So I left everything with her because I told her I would be contacting my card company to dispute the charge. So I took a video of all the merchandise and Ruth taking it and making a note of it on the receipt (which she kept).
One week later, Ruth called me to tell me she couldn't get her district manager to deal with the issue, nor to even call me. She told me she could not give me his name or his phone number. And that I would just need to deal with my credit card company with my issues.
My credit card company denied the dispute because I had nothing in writing - my video was not suitable proof.
Before writing this review I called and spoke with Ruth one last time to ask if I could please speak with the district manager because I planned to file a complaint with the BBB (WHICH BUYER BEWARE, THEY ARE NOT MEMBERS) if it could not be resolved. She said he was on vacation. And although she was unwilling to give her district manager's name or phone number. She did tell me that she was given another district manager as their contact person while her manager is on vacation, whom I also wasn't able to reach (surprise, surprise) .
Here are the key issues that I feel warrant this review and my claim to the BBB.
#1) The fact is that I have spent $80 in a store and have no product(s) or services to show for it. However, I do have a video showing me leaving everything with Ruth and vocalized everything happening in the video
#2) The employee, Jamie TOLD me that I could return the XBOX if it didn't work for my money back and they should honor what they said. Especially since I have been a great donator to this location. It is very close to my house and I bring all of my children's outgrown clothes and toys as donations. The irony of it all is that I actually donated more that $80 worth of items on the day that this horrendous customer service experience occurred.
#3) The policy to only give back store credit, while posted in an area of the store - was not well known, because even their own employee was not aware of it. Also, having it printed on the receipt is illogical because you don't get a receipt until the transaction is already done. I don't think that my first trip purchasing something in the store should make me more aware of this policy than a store employee knows.
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