Here's the letter Jeff's wife wrote to Basset Furniture, describing the strange encounter:

My husband and I first visited this store on 11/15. First I would like to say how helpful both Dagmar and Jerry were during our shopping experience. They were both extremely patient and enjoyable and were not pushy or annoying. Dagmar was our sales person and was able to answer most of our questions, if we asked something she wasn't sure about she brought Jerry in for his expertise. We appreciated this very much. Jerry and Dagmar helped us to design a custom couch however, it was a little more than we were planning to spend. We went home and looked more on Basset's website and found a different couch and love seat. We returned to the store on 11/16 to purchase the couch and love seat we found online and an armoire we found in the store.

As we were getting ready to pay another sales woman, she was either a member of management or another sales person, grabbed my arm rather hard and literally pulled me to the side. I was completely taken aback that someone, especially a store representative would put their hand on me like that. She then proceeded to asked me if we were ever going to come back to the store after working with Dagmar. I let her know that both Dagmar and Jerry were very helpful. Then she said "Oh did Jerry tell you there is something wrong with her?" I found this statement again to be highly inappropriate and totally unnecessary. Our shopping experience up to this point had been excellent. We did purchase our couch, love seat, and armoire from Bassett today, due to Dagmar and Jerry. However, I am truly appalled that an employee of Bassett would find it necessary to go out of their way to harass a customer and degrade a co-worker in such a manner. I am sorry to say that I did not catch the woman's name as I was in shock, but she has shoulder length wavy brunette hair, a while blazer with a dark brown or black floral pattern and is the one who owes Dagmar as well as Jerry an apology for ruining the pleasant rapport they had built between us and Basset.

Whether Dagmar is new and still learning the sales process, or whether she is working to overcome something, there is nothing she could have done to be more helpful or better represent Basset. Please let Dagmar and Jerry know how much we appreciated their help. The only reason we would now consider not returning to Basset in the future is the unpleasant assault by your other representative.

Dagmar, watch your back! One of your coworkers is kind of a bitch.

(Photo: Getty Images)

She didn't want to tote it back across to the floral section when she replaced the scented oil. I was standing there looking when all of a sudden a man named Larry (who worked in the automotive section I assume) grabbed the trash can that I could feel touching my leg, yanked it up, and did a half slide/half throw toward the hardware side of the store. Well, that made the empty trash fly and crash in a loud kinda empty trash can sound way, very loud, almost 2 1/2 to 3 aisles down from where I was standing. As if my embarrassment wasn't enough, he left it in the middle of the aisle and started to return to the Automotive counter.

Surely you didn't expect him to go retrieve it, Ricky? Crazy and manners don't often go together.

Ricky, who incidentally worked for twelve years in a big box retail environment, writes:

I walked past him and said, "Thanks Larry for throwing my trash can," while 10 to 15 people just stared in amazement... It was very embarrassing. I hurried to where the can was lying in the middle of the floor and tried to pick it up without being looked at like a three-armed sideshow freak.

Larry was also trying to beat me to the trash can, the whole time saying that an "old woman" just left it there. I then politely said that "old woman" was my mother, and it was right beside me the whole time within 2 inches of my leg. He then ran back to the automotive sales counter where they change the oil, but never apologized as if he did nothing wrong. By that time I was so mad my head was throbbing, I was so embarrassed by how I was treated that I took the 2 wire items I needed and replaced the trash can back on the counter and said Wal-Mart will not get a trash can sell from me today.

Ricky went out to the parking lot to cool off, then called the store phone number that was printed on a receipt.

I was like, "I can't let this pass." I phoned and asked for the Store Manager, and the operator said she was on vacation. I then asked for the co-manager, [and the operator] said he was not there. I then politely asked, "Can I speak to whoever is in charge of the circus there?" She transferred me to Assistant Manager Mike.

Well, I told him my complaint and he never really said too much, said he would be mad too if it happened to him. [I felt] I was given the ole' "I don't have time to speak to you because I have to get back to setting the Christmas department planogram" song and dance—he was very rushed and short.

Ricky told the assistant manager the approximate time it happened and suggested he check the store security tapes for confirmation, and he left his number and asked that the store manager call him back upon her return from vacation. We hope at the very least Ricky receives an apology for how he and his mother were treated, and that Larry is "retrained" (to use a recently popular corporate term) to not throw the merchandise until after it's paid for.

(On a related note: Ricky, learn to write in paragraphs! With punctuation! Yes, I am wagging my finger at you now! It took me three days to figure out how to edit your story down to a readable level. This isn't just me being a jackass—you'll be taken far more seriously by companies if you can make a concise, well-written argument on your own behalf. Maybe not by Walmart, which has a reputation for ignoring customer complaints, but there are certainly other companies out there who actually respond to customer feedback on occasion.)

(Photo: Getty Images)

Reader Mark is a California Tortilla fanatic. He slept outside the Ranson store so he could be their first customer, earning a year of free burritos. Mark kept patronizing California Tortilla even after he fractured his back in a car accident and started wearing a bulky back brace that limited his ability to move or bend. On one visit, Mark accidentally knocked over his tray. When nobody came to help, Mark asked the cashier for assistance and was startled when she replied, "So I guess you want me to clean it up?" She then managed to further embarrass Mark by loudly explaining to other customers, "Sorry I kinda have to clean up when someone makes a mess."

Mark cc'd us on his email to California Tortilla headquarters:

I wanted to convey my recent dining experience at the Ranson California Tortilla.

I have been a long time customer and was extremely excited when the Ranson location opened in the summer of 2007. Heck I was so excited I slept outside the restaurant and managed to be the 1st customer in line on opening day garnering the fame and awe of my friends and co-workers and even random strangers I meet when I tell the tale of that fateful night, how awesome and spunky California Tortilla is and the fact that yes they may shake my hand since I have earned the prestigious honor of free burritos for a year!

Ever since that fateful day I have been religiously eating out at California Tortilla, admittedly spending way too much money (Damn you and your gimmicky marketing ploy!).

In early December of 2007 I was involved in a serious car accident fracturing my back and leaving my incapacitated for several weeks. When I finally regained the ability to move I was placed in a brace that runs from my lower back up to my neck. As you can imagine this not only made life not so fun it also limited my ability to do simple things like bend or move, isn’t it amazing how much these basic activities play a roll in your daily life? Needless to say I neglected my duty to eat at California Tortilla for almost two grueling months.

Upon receiving your monthly Taco Talk© (Issue 150!) (or as I refer to it as your ‘Call to Action! Newsletter!) detailing the plight of the worst sales week of the year I decided it was my duty as a loyal spunky customer to support your American dream of a bigger vacation home or possibly a new sports car, and had to act!

Despite the fact that I was still unable to fully function and had limited mobility I took the family to the Ranson California Tortilla and ordered 1 kids burrito, 1 chili taco bowl, 1 Caribbean Jerk burrito combo and 1 Kids MYO platter at 12:20pm (order #221). I received the food and began to prepare to eat having the usual joyous time picking out a new hot sauce and to get a drink. Upon attempting to sit down in my seat my body brace made contact with my food tray and spilled my entire meal ($19.57 after discount) onto the floor spilling the drink on the floor, throwing the chips and queso around and destroying the meals. After the customary cursing at myself for being so stupid and figured your normally awesome, attentive and friendly employees, several of whom were walking around the restaurant would come to help me out, none did. Several fellow customers offered napkins to help me clean up but obviously making such a mess required more than several napkins, not to mention the fact that I could not bend over to attempt to clean up. Seeing that no one was helping me I approached the take out cashier station and began to explain my predicament to the female behind the counter (white female, 18-22 years old, 5’3”), she yelled ‘what I can’t hear you’. I again told her that spilled my food and drink all over the floor, she rudely sighed and stated ‘so I guess you want me to clean it up?’ A short while later the employee trudged over to began to assist in cleaning up the mess, when another customer attempted to walk by the employee yelled to him ‘sorry I kinda have to clean up when someone makes a mess’. Needless to say if I didn’t feel enough like shit for ruining my family’s meal the comment by the employee and her entire reaction to the event pretty much sealed the deal.

The employee than left the area, neither her nor any other employee approached me and offered any replacement food items or any other type of encouragement. I allowed my children to finish their brownies and drinks and promptly left feeling about as big as an ant, still hungry after paying $20 to throw food on the floor.

I understand that this incident is not your employees fault, but as awesome as employees, managers and store owners have been in the past helping refill drinks and other needs I was a little shocked at the treatment I received. I’ve received friendlier and warmer customer service from the employees at McDonald's when such an event happens there then I received from the employees on this visit. Knowing how you strive to provide an exceptional customer experience I’m sure you share my disgust with the treatment I received on this visit. If this is going to be the type of treatment I receive from your employees I think I’ll take my business elsewhere!

Owner Larry Herman responded with the following:

My name is Larry Herman, Owner of California Tortilla in Ranson, WV. Thanks so much for the post. Two minutes ago was the first I became aware of your story as I was forwarded an email from someone who read that post. It was the first time that I have been made aware of this incident. I was never forwarded the email sent to headquarters. Not an excuse, just an explanation as to why I am commenting now. I want to immediately respond. I apologize for our failure to communicate and accept all responsibility. In spite of the fact that I have many, many wonderful emails explaining great experiences (a few references were made in yours), anything less than the finest service on every visit with every customer is unacceptable. Plain and simple. Even one instance will not be tolerated. I would like to know some more details from you so I can address and deal with the employee and any other staff that were involved as well as ensure that any and all future visits were just like all the others that you have had. I appreciate the comments suggesting possible scenarios. I accept NONE of them! We employ people to do the exact opposite of this and think they all do. Obviously, someone did not this time. Once is over my limit. 100% concern 100% of the time for 100% of the customers is our ONLY acceptable type of behavior. This type of attitude, EVEN ONCE, is something up with which we will not put! There is NEVER a reason to treat anyone with this or any type of disrespect. I will personally make sure that this employee and situation is dealt with swiftly and immediately. Please contact me at the store 304-728-7500 or ranson@californiatortilla.com. YOU and all of our customers are the reason we are here. We appreciate you and will only employ people who treat everyone with the most superior respect, care, and courtesy. I look forward to hearing from you. Thanks. Larry

(Photo: Getty)

Today my boyfriend and I went to our mall in Hattiesburg, MS. It is a very small city and only has one mall so it is the one by default we are forced to go to.

My boyfriend about three weeks ago purchased Proactiv Solutions. First of all, when we went three weeks ago we were forced to purchase the more expensive, larger version due to the fact that they were out of the thirty day trial kit.

He was very hopeful that it would work, he decided to try Proactiv because of me and results I have seen with friends and family who have also used Proactiv.

We went today to return the package, a process that Proactiv claims is easy! After we arrived to take back the product the woman at the kiosk started to verbally HARASS us! Upon giving her the box she opened it took one look inside and said that it did not work because it was being used improperly, when it had been used in only the ways it was specifically outlined in the product guide to use. She also stated my boyfriend had used too much of the "Repairing Lotion." This would make sense if she could have seen through the bottle or actually picked it up and felt how much was in it, but she did no such thing. The woman went on to say that if we were going to use it again, to use it properly. And to that my response was, "we are not going to be using Proactiv again." Well, that is when I asked her to give us back our money, and that is when she started going off, asking me who I was and why it was any business and why I was even there!

This made me angry, and I told her that we just wanted the money back, and we did not want to here how we were supposed to use the product.

She felt harassed by us so she called security on me. Then when I asked to get the receipt back, she refused to give it back, and then upon me asking for a number to call to complain she covered up all of the numbers and refused to talk to me telling me that she couldn't receive anything until security got there. All of this in the middle of the only mall in a small town. So I waited for security, and upon coming over and listening to her yell at him, he told me to come over and get away from her because she would not stop yelling, and refusing to do anything until I was out of her sight.

I was forced to leave the mall all because Proactiv REFUSED to allow us to return the product easily without being harassed. What has happened to customer service? what happened to the customer is always right? Does a guarantee only function as a guarantee after you withstand the harassment?

The customer is not always right, because sometimes the customer is a complete jackass. But it sounds like in this case, you were dealing with a crazy person who doesn't believe in taking any sass-back from kids these days, or who figures if she acts psychotic enough she'll scare away customers who try to return products.

However, Proactiv makes it very clear on their website that you can return the product within 60 days, no matter how much you use or how well you feel it worked. Their "guarantee" page simply states,

If you're not totally satisfied with the results, simply return the bottles within 60 days, even if they're empty, for a complete refund of the purchase price (less shipping & handling).

There's no fine print on the page, and none we could find elsewhere on the site, and no mention of having to show proof of purchase in the form of a receipt. There's also no mention of kiosk sales falling under a different return policy, so it seems pretty clear that Proactiv has to take your return.

At this point, we suggest you escalate the problem beyond the Krazy Kiosk Lady and contact Proactiv directly to negotiate a return. You should also—regardless of whether you succeed in returning the product—write a clear, polite letter to the company describing how badly you were treated by this woman, how she confiscated your receipt, and how she refused your return and basically got you kicked out of the mall. They need to know that their kiosk employee is badly representing the company. The main thing at this point is to be polite, but persistent, and make it clear to Proactiv that you expect them to honor their no-risk return guarantee.

Oh, and let your boyfriend do this if he's the one who paid for it.

An anonymous tipster writes:

I worked for several years at EDS, which is the home of Proactiv's customer service center (that you listed in the article - the Des Moines office).

Unfortunately, calling the call center won't do much good. They're not authorized to take back kiosk purchases, since they have no customer account. They're just for the infomercial and online orders. They're just going to tell the person to take it back to the kiosk.

What they want is Guthy-Renker Corporate. Regular customer service can't transfer you and agents/supervisors don't have the corporate number (at least when I was there).

A quick Google search turned up the address:

41550 Eclectic St
Palm Desert, CA 92260
Phone: 760-773-9022
Fax: 760-773-9016

Yes, the kiosks and the vending machines are owned by Guthy-Renker corporate. They have been very reluctant to franchise out product except abroad (citing quality concerns, internally, but I doubt that - probably a money thing). Guthy-Renker even has an eBay store to compete with people who were reselling Proactiv (this is actually fulfilled from the same building, a giant warehouse/call center, in Des Moines that the infomercial stuff comes from).

Proactiv is owned by G-R and they are a large infomercial company that has sold many other products, e.g. Anthony Robbins CDs/DVDs, Windsor Pilates, Sheer Cover, Cindy Crawford's Meaningful Beauty, Susan Lucci's Youthful Essence, Core Secrets, and many other failed products. Proactiv is one of their most successful products.

This customer wanted to remove his active mobileme address and turn one of his existing email only addresses into his main account. Here's how the chat went:

Brian: Hi Sheena!

Sheila H: Hello, Brian.

Sheila H: I understand you want to switch your main account and email only account, correct?

Brian: I have a little problem. I need to switch the main mobileme account to an email only account and switch one of my email only accounts to the main account. Is that possible?

Sheila H: Unfortunately, email only accounts are no longer available, so if you cancel your existing email only account, you will not be able to reactivate it.

Brian: I’m talking about current email only accounts. And I’ve been able to reactivate email only accounts since the Mac Plus was around.

Brian: Such as switching making yyyyy@me.com into the main account instead of xxxxxxxxxxx@me.com

Sheila H: I understand. However you wish to cancel one account and make it an email only account, that is not possible.

Brian: It’s the main account I wish to cancel. I want to keep the email only accounts.

Brian: Frankly, I’m being harassed and stalked and I just found out I the brain tumor I thought went away didn’t. So my day isn’t really peachy.

Sheila H: Not my problem. Okay. So let me clarify, you wish to cancel your main account (which will cancel your email only accounts), and reactivate your email only account as an Individual account, correct?

Brian: Yeah, um, thanks for the compassion, I just want to get rid of the email address on the main account. If I could convert one of my other email only accounts to a full account, that’d be great. Would that be free under the circumstances or would I just have to buy a whole new subscription to get it done and get started on my email to the Consumerist?

Sheila H: You will need to purchase a new membership because it’s a new account. However, you will receive a prorated refund for your current membership which will be applied to the card it was activated with.

Brian: That would be over six months at this point.

Sheila H: You will be credited for any unused portion of your prepaid membership. Would you like me to cancel?

Brian: Not right now, thanks. I’ll just visit an Apple Store fifty miles away. But thanks for the information and compassion. I hope Steve Jobs reads this.

You stay classy, Sheila!

(Photo: Getty)

In March of 2008, I used a debit card on an online poker site, which happened to be a foreign vendor. I know it wasn’t wise, but I did. I had no issues at all with site, until I made a withdrawal in mid-April. A few days after that withdrawal I spotted several large charges pending on my WAMU debit card account that I did NOT authorize. The poker site used a foreign third party card authorizer and apparently they decided to have some fun with my card. I contacted the poker site and informed them of the problem, and they refused to do anything for me. The third party does not even have a contact phone number. I then called WAMU before the charges could even post, and was told that I would have to wait until they posted before the dispute could be done. After all was said and done, 15 unauthorized charges totaling $3,400 hit my account. I canceled that debit card, filed the dispute and was given a provisional credit within 5 days.

The following week, I received a letter from WAMU stating that I needed to contact them about what documentation they needed in order to pursue the dispute. That’s all it said. I called on April 29th and spoke to a CSR about what I needed to send the fraud claims department. She told me that all I needed to send was a written and signed affidavit detailing what had happened and what I had done to remedy the situation. I did exactly that and faxed it to them that same day.

I hadn’t heard anything for about a month and called the claims department. After waiting on hold for over half an hour, I was told that they had no new information.

Two more months go by. I received a letter from WAMU stating that I had not provided them with enough documentation to pursue the claim, and they reversed the provisional credit. I called them immediately and after being on hold for 45 minutes this time I spoke to another CSR, and then a manager. I was informed that they sent out a letter on April 30th, the day after I faxed my affidavit, which said I still needed more documentation. That second letter magically never arrived. They told me that it was too late and they would deny me the ability to fight these charges with the vendor. I explained to them over and over again about how I did exactly what was asked of me, and did NOT receive the second letter. Finally to get me off the phone, the manager suggested I submit a re-assertion letter to get the claim reopened, along with any documentation I could provide. There wasn’t a lot of documentation to provide, since it’s kind of hard to prove you didn’t authorize a charge online. I provided them with copies of emails to the poker site and the third party vendor demanding they credit the unauthorized charges.

Three weeks later, I am told that again they will not pursue the claim. The CSR is extremely rude to me and almost seems to gloat about me being screwed. She said, “You didn’t send in enough documentation within the prescribed deadline. Now you’ve sent in the documentation, but it’s still past the deadline.” Too bad…so sorry. I was told that I should have read the important information on the back of their notices (one of which I didn’t receive) informing me of the deadline.

Now I’m not stupid. I realize that WAMU is pre-judging me based on the fact that I dealt with an online poker site. But I believe they are breaking my rights by not even pursuing this dispute. All I’m asking is that they continue on to MasterCard and file the dispute with the vendor. I’m not asking for any provisional credit. If they would actually let this claim continue, the burden would be on the vendor to provide documentation. The vendor can not have any documentation, since I did NOT authorize the charges. I’m only asking that they follow the law. They have gotten around this by failing to send me a second notice, and never actually providing me a list of sufficient documentation on the first notice. Because of that, I missed the deadline.

I filed a claim with the Better Business Bureau. A CSR from WAMU called and left a message on my cell phone in a very haughty tone, saying that they were aware of the complaint I had made, and that they were so sorry, but I missed the deadline. They suggested I sue the vendor.

They know I can’t file a lawsuit against the vendors, since they are not in the U.S.

I plan on contacting the Office of Thrift Services, but do they actually have any clout in this matter?

Sincerely,

Rob K

OTS is WaMu's bank regulator, so yes, they do have clout. You can also try contacting their executive customer service team. Then, after you get your money back, switch banks.

Then, next time you want to play poker, consider a friendly game with your buddies. As your letter states, online gambling doesn't attract the most savory of business people. If you do have to scratch the itch, at least use a credit card, not a debit card. That way, if the account gets hijacked, it's the bank out the cash and not you.

We asked WaMu whether this was standard policy or if their letter-sending facility is having an error, and await their response.

(Photo: Getty)

UPDATE: 9/02/08: In response to our email inquiry, WaMu has said they're interested in checking out this story.

"Why GM cant sell cars: What employee pricing cant fix" [www.schiffner.com]
(Photo: spcummings)

Note: There's been some confusion over company names, and Johnny Chan with eBoost Consulting wants you to know that his company is not involved in this story.

If a company promises to increase your Google PageRank, run! Rogier fell for eBoost Media's sweet words—they promised an increase in Google popularity "within about a week, at least for people entering specific search terms such as 'Maine photographer' and the like." But after three and a half weeks of no results, Rogier decided to cancel the service, which is when eBoost Media's dark side emerged.

I informed [my sales rep] Ashley that I wanted my money back and the agreement canceled. She put me in touch with a customer service rep named Denette.

When Denette finally got back to me, the news was not positive. She refused to say whether she would issue a refund. When I insisted (and sure, I wasn't particularly friendly, but I didn't use profanity or even raise my voice by more than a hair), she hung up on me.

I then canceled the credit card I'd given eBoost media and wrote Denette by e-mail that I'd file fraud complaints with the authorities if she did not let me know within 24 hours that eBoost Media consented to return the $99.

On Thursday of last week, she called again, trying to sweet-talk me into changing my mind. I said I wouldn't and that I had been given no reason to trust eBoost media — on the contrary. I reiterated that all I wanted was a refund. After about 20 minutes of exasperating back and forth, she hung up on me again.

On Friday, when I had left for the day, my voice mail received the psycho phone messages that I've attached.

Here's the first message, along with our concept art of Denette at the phone:

powered by ODEO

And here's the name-calling message, left only 5 minutes later, again along with our concept art:

powered by ODEO

Rogier played the messages back to eBoost and asked them for a comment:

When I called him yesterday, eBoost's acting CEO Michael Luvano agreed to listen to the recording. He then acknowledged that the second call had come from someone at eBoost Media, but curiously enough, he denied it was Denette. The mystery culprit, he said hours after hearing the messages, had already been "dealt with" — she'd been "severely reprimanded." When, puzzled, I suggested we ought to let other people listen to the messages on the Internet and solicit their opinions on whether or not it's the same voice, he got huffy and accused me of being out to badmouth his company.

Nonetheless, Luvano offered to have the CEO, Kevin Johnson (who he said was on vacation) write me a personal apology. He also said the company would finally refund the dough, which I appreciate.

As of yesterday, Rogier had received neither the apology nor the refund.

"Lend Me Your Ears, or, Who You Callin' a Faggot?" [Nobody's Business]
(Photos: Getty)

I was wondering if you could give some advice or suggestions. My wife (Ashley) and I got married on April 19th. She had a bridal shower in the middle of March in Saratoga, New York (our Hometown). Like every other bridal shower in the history of modern America, she received 2 coffee grinders and 2 blenders. We did not have a registry but knew that they came from [Macy's]. We did not have gift receipts so we received store credit. They did their typical deal of taking Driver's License information and issued a easy exchange gift card. The only thing out of the ordinary was it took her a very long time to do the transaction. It was a card for about $120 when it was done.

Fast forward to this month. We went to use the card to get some sheets that were on sale but was told that the card was "invalid" at the register. Not zero balance but the actual card was invalid. She assured us that it was an easy fix and to call corporate. Between March and July we misplaced the register receipt from the return. Ashley called corporate that following workday and was told that the card was invalid that we could return to the store and register that the return was done and they could fix it even with out the receipt. We then called the Macy's store and a manager confirmed corporate's story about it being an easy fix.

On Sunday July 20th we went to Macy's. We went to the register and they employee was very nice and brought us over to the executive office where we met Nick and Rebecca (actual names). From the moment we were introduced they both were extremely rude.

We explained our situation to them and they once again confirmed that card was invalid and concluded that the card was improperly scanned when we made the return. They said that unless we knew the exact date that we returned the items it would be impossible for them to fix the problem. We said that we are not sure because it was 4 months ago but we knew which employee did the return. Nick said that it wouldn't matter because they don't save employee schedules and it is all online and they don't know them and without the date we were out of luck. I explained it was a weekday in late March and that is only 10 days to look at but he refused to listen.

Ashley asked why did they take all of our info when returned it and they said that the only person that has access to that is in some security office and that would be a dead end. Then we asked if they could do an item returned check since we remembered what they were. Nick said that unless we knew the exact color of the items to get the exact UPC numbers this would also be pointless. We went to look for the items only to find they were not longer stocked at the store. Nick once again said that since the items are no longer here we are once again out of luck and they had NO way to look up UPC numbers. A very helpful Wedding Registry Employee said that she could look up UPC numbers using the bridal registry. We found the coffee grinder and Rebecca called some office and was told that that model of grinder was never returned in March.

Nick told us in a very agitated manner that there was nothing else they could do and the ONLY way to fix it was to call my Aunt and get a copy of the purchase receipt and then maybe they could fix it. He said "make up a story" to why you needed it. We explained that that was mildly rude and they basically walked away from us.

My gut feeling was that the transaction was never completed properly when we returned the items. That is why the card was invalid and the UPC search came up empty. If that is the case no amount of searching will find the transaction. We are not even overly concerned about the money as it was only 120$ and a gift. We were much more upset and shocked about the way Nick and Rebecca treated us. They were very rude and condescending the whole time and frequently change their story as to what they were able to do and were caught in several lies and had to backpedal. They never once apologized for the situation or tried to fix the problem without us prompting them on suggestions. I wanted to email someone in Macy's corporate but I was unable to find an email outside of the standard "Contact Us" on the website. We also looked over your website but came up empty handed. Any direction would be great.

We'd love to help you launch an EECB about this issue, but, sadly, we don't have much in the way of Macy's executive customer service info. Of course, you can always follow the instructions located here. We're pretty sure their emaill address format is firstname.lastname@macys.com.

Anyone got better info to share? tips@consumerist.com

(Photo: smcgee )

He called WaMu's customer service to ask where to find a branch that stayed open late and/or to request that his ATM limit be raised just for the day. The WaMu CSR wouldn't transfer him to a supervisor, accused him of making terrorist threats, and lied, claiming that her supervisor was on vacation. Yikes.

Usually I am not one to complain about customer service. I am the kind of guy who understands that everyone has an off day, and I will usually roll with it. This however mad me so mad, I felt the need to share it with Consumerist.

I recently moved from the West Coast to Florida for work. With a new job, and new apartment, I decided to make from BofA to WaMu. One of the best decisions of my life. Or, so I thought. For work, I travel in Europe, a lot. Anywhere from three days to three months. I am pretty good about making sure my landlord has my rent if I am going to be out of the country. On a recent trip, I had to stay a day longer with a client, thus arriving back into the US later then I planned. The next day my rent was due. I tried to get out of my office for a few minutes to run down to the local WaMu branch which is close to my office. Unfortunately I was unable to. I got to WaMu that day at 5:55 PM. WaMu say they close at 6:00 PM. What they mean is that the doors are locked and you cant speak with a teller or Supervisor from 5:45 PM. So, I used the ATM. I was only able to withdraw ½ of my rent. That’s fine, I’ll call up WaMu, and see if there are any open Branches around. If not, then maybe they can increase my daily limit today.

The first person I spoke with said that there no branches open, and the SHE couldn’t increase my limit. So, I politely thanked her, but asked to speak with a Supervisor. When the Supervisor came on the line, she informed that there was nothing she could do. Ok. I explained the situation to her again. Her response was “It is not my problem if you did not plan to pay your bills on time.” I have a pretty quick temper, but I kept my cool. I said I did not feel it was her place to judge how I handle my business with my landlord, and I would like the name of your Supervisor please. She gave me the name of her Supervisor. When I asked to be connected, I was informed that the Supervisor was on vacation.

Now, I didn’t think this person would give me the name of a Supervisor who was on vacation. I was shocked when she said she did. I proceeded to inform her that, this was unacceptable and I would like to speak with a Supervisor. I proceeded to inform her that if she called my office, looking for my Supervisor, I would find one that was there, and not one that was on vacation. At this point I am extremely irritated, steaming mad, but remain collected. Until she informs me that I am making terroristic threats, and she is going to get HER SUPERVISOR on the phone. Needless to say I was stunned. Instead of pleading ignorance, this CSR HAD ACTUALLY LIED TO ME.

When the Supervisor came on the line, I explained what the situation was for my original call. At this point however, I am actually pulled over on the side of the FREEWAY, and explaining to the Supervisor what has transpired from my side. I did not even care that I could not get an increase on my daily limit. I explained as calmly as I possibly could, that this CSR comments were unprofessional, rude, and inappropriate. I again explained that if this Supervisor were to call my office, and ask to speak to MY Supervisor I would make sure she spoke with one, and not be given the information for someone on vacation. I further explained that this was THE WORST experience that I have ever had with WaMu.

Total time spent on phone with WaMu customer service: 97 minutes.
Total frustration experienced: incalculable.

Total time with WaMu from first deposit to this incident: 16 DAYS.

Terroristic threats? What? From the tone of your letter, it sounds as if you might want to switch banks. Bankrate had a great tool for comparing checking accounts with local banks and credit unions.

If you're just looking for an apology, here's some executive customer service contacts for WaMu.

(Photo: stirwise )

One passenger describes the incident, "...and then they closed them behind glass doors, and they kind of threatened us that they weren't going to fly with the way people were acting. Some people got very agitated."

Another passenger says that a few people were using harsh language and acting like a mob. That's when two American Airlines crew members refused to work in a "hostile" environment. American was unable to find another crew.

"They gave us a hotel and all that, but the hotel we stayed at had barbed-wire all around it. Nice place. Nice hotel, but barbed-wire around it," another passenger told Fox 5.

The passengers may have been rude, but American certainly got the last laugh. When the passengers finally arrived at LaGuardia the following evening—they found out that their bags had been sent to JFK.

American Airlines Cancels Flight Due to Hostile Passengers [MYFoxNY]

Here's the guarantee:

We guarantee your order of $25 or more will be ready for pickup at your selected store within 24 minutes of the timestamp on your confirmation email. If it’s not, we’ll give you a $24 Circuit City gift card.

Dustin writes (to Circuit City):

Executive Customer Service,

Today I decided to purchase a printer for my girlfriend and decided to shop with Circuit City and use the in-store pickup. I have used the in-store pickup before and I've never had a problem. One of the reasons I used you guys was because of your 24 minute guarantee.

I placed the order at 11:00am and went to the store around 12:30pm. After waiting in line for a while I gave the person behind the counter my printed receipt and drivers license and credit card. I had all of this stuff because I read your policy online.

She checked and the printer had not been pulled yet. Then she attempted to look for the printer. After these attempts were unsuccessful she call on her walkie-talkie and had someone pull the order. Realizing that my order was not ready in 24 minutes I asked for my gift card.

She turned to the supervisor (Rob) who looked at me and asked, "Have you been waiting for 24 minutes?". To which I said, "No". He then began to explain that because I hadn't waited 24 minutes that the policy didn't apply. Then he told me that I placed the order 1 1/2 hours before and that I would have had to come in within 24 minutes to qualify. Essentially implying that I didn't need the order in 24 minutes.

I won't bother and argue why this goes completely against what your policy states, because I'm sure you understand that at this point. If an order isn't pulled in 24 minutes, then it isn't ready in 24 minutes.

I would like my $24 gift card that I am entitled to. I guess I'm just really upset because I feel like I was cheated. And I feel like if I didn't know about websites like The Consumerist (http://consumerist.com/) I wouldn't know how to fight this.

I am also forwarding this email to The Consumerist because I feel like it is information the readers should have.

This Complaint Has Been Resolved

My girlfriend and I decided that since we have extra pay cheques this month, we were going to purchase a Nintendo Wii for ourselves. Like everyone else who seems to be searching for a Nintendo Wii, we became giddy when we think we’ve finally found one.

Last Saturday I found myself picking up a few items at Sam’s Club (335 Fanshawe Park Road W. London, ON Canada) with my girlfriend. I wandered over to the cage where they keep the electronics and asked the woman working if they have any in stock. Surprise! They have one last one left. Speaking to the girl in the cage, she tells me she can hold it for 30mins at most while we finish shopping. I skipped like a little girl to find my girlfriend and explained we have 30mins to purchase said Wii. Within 10mins we’re at the cage to make our purchase…..only not.

At first, the item won’t scan. The woman, who was friendly and very helpful throughout what will become an ordeal, tried to scan it several times. No dice. The woman attempted customer service but made no head way and continued to scan it. Something must have sparked in her head because she checks to make sure she can even sell it, which according to the book she can. Next she calls her manager, she explains the situation up until that moment, and apparently they have 100 in stock, but can’t sell them until Thursday for their grand re-opening! The woman helping even asked her manager why they would have one in the cage and 99 hidden in the back. Not being happy with the answers, no fault of the woman helping me, I asked her to have her manager come over so I talk to her personally. Guess what? She’s too busy to talk to me about something so trivial on a Saturday morning. I was told if I wanted my Wii so bad, I could come to the store the following Thursday morning at 7am and wait in line to perhaps get one. It’s not like I have to work full time in order to pay for items or anything.

Not losing my cool, I thanked the woman attempting to help us, as she spent a fair amount of time trying to help us as much as possible, which was greatly appreciated (I wish I had her name to thank her, but alas, I was pretty angry at this point) and walked over to customer service to get a district managers phone number. Of course, they “don’t have a district manger”, but was offered head office’s phone number.

I’ve now made three phone calls to head office, once after hours (left a voice mail), twice during business hours (again, voice mail….does anyone actually work there?). I’ve yet to have any of the phone calls returned some two weeks later.

I’ve often sang the praise of Sam’s Club, even purchasing memberships for 3 other members within my family (my parents, my brother/sister in law, her parents), but this just isn’t right. I just want to know why they have items for sale but refuse to sell them, why a manager won’t speak to me regarding an issue within the store and why head office refuses to return phone calls. Considering we have to purchase a membership for the privilege to shop, I would think I at least deserve an explanation.

So Ben and gang, aside from cancelling the membership (which we use often having two kitties and our tummies to fill), what can be done to get their attention? Please help!

Aside from posting your complaint on the internet, which you have now done, you could give Walmart's upper management a shout. Here's some Walmart contact information. We understand that they're holding some Wiis for their little party, but if it was out on the floor that was their mistake and they should have tried to compensate you for the inconvenience. Maybe you should switch to another warehouse store?

(Photo: Jason_Percival )

On Wednesday the 22st, I deposited a financial aid check from my university for $3,193.00. I had a balance of $33.03 in the account. I deposited through the bank's ATM machine, and the slip told me there might be a hold on the check AFTER I'd already deposited, but it did make a small sum available to me in the meantime. I wasn't happy with that, but there was nothing I could do, the ATM already had my check so I went home, resolved to spend as little as possible until the check went through.

The next day, the 22nd, I stopped by an ATM to check my balance, because I couldn't remember how much the bank was allowing me to have until the hold could be removed from my deposit. It told me I had access to the full amount. Delighted, I took out the $300 I needed to pay my electric bill from the ATM and went on my way.

As the day progressed, I used my debit card for things like gas and lunch. All told, about 6 small transactions. Today, I made a large grocery list, thrilled to be able to eat something other than the student staple of ramen noodles I'd been enjoying for the last week, and headed out the door.

Surprisingly (or not) when I used my debit card today it didn't go through. I went down the street to my neighborhood Chase branch and checked my available balance. I was NEGATIVE $390! My heart stopped, as I wondered what could have happened to all of my money. I went into the branch and asked to speak to someone regarding my account. I explained all of the above. They told me that the ATM receipt I had showing my balance was only showing my ledger balance and not my available balance, and that I should have known from my deposit slip that there was a hold on my deposit. Fair enough, I said, but that distinction isn't made on my balance statement, and anyhow, why would your ATM dispense $300 to me if the funds weren't there?

The rep (who wasn't wearing a name tag) said "Oh, the ATM will forward you the money, if you're willing to pay the fee". And this is where I pretty much loose it "how would I know I was getting hit with a fee if the ATM didn't tell me that? It just gave me the money! So the bank knew I didn't have the funds, gave them to me anyway, then charged me an NSF fee without telling me. I can understand this sort of thing happening with a debit transaction, but this is your ATM!"

The rep tells me she agrees with me, so I ask her if she can take off the fee. She tells me she can't do that, that the only way that fee is going to come off is if the bank determines after my deposit "goes through" that they made a mistake, then THEY will contact ME for a refund. Ha!! The worst part is, that because of this, I got hit with 6 NSF fees for that day. The first two transactions could have been covered by my old balance of $33.03 but since Chase has a policy of covering transactions by order of amount from greatest to smallest, that $33 went to pay their ATM's NSF fee! Convenient, isn't it?

I ask if there's anything they can do to remove the hold on my check, since I've deposited checks from my school with them before. The rep tells me that's not an option either, because I deposited into a new account, which is true. I've been a customer of Chase for 4 years and had both a checking and savings account with them already, but I opened a second account with them about 2 months ago. When I explain this, she tells me that it doesn't matter how long I've been with them, that's just policy for all new accounts. So I ask her how much longer before the hold comes off, and she tells me it won't be for another 7 days! So not only have they stolen $200 of my money in mistaken NSF fees which they caused, but they also stole my last $33. I have a quarter tank of gas and nothing to live on for the next week, not to mention a lot of bills that need to be paid before the end of the month.

I've never had a problem with Chase before this, but it was so frustrating how they seemed to have an answer to everything and where completely able to deflect responsibility for their screw up. The final insult came as I walked away, when the rep hollers after me to "have a nice day!" I stopped in my tracks and turned around and yelled out "not likely lady!".

I'm so angry. I can't even see straight.

Johanna, we applaud you for not yelling "Go @$#@ yourself" at that sarcastic banker. You are obviously a very nice person who deserves better treatment than Chase is able to provide.

We think the best thing for Johanna to do is kick this issue up to the top. Launch an EECB (executive email carpet bomb) on Chase and ask that your fees be waived and your money released. Here's some contact info to get you started. For more information about launching an EECB, click here.

(Photo: epicharmus )

My company has a deal with USAir where we can go to the ticket counter in Boston and get discount tickets on the LaGuardia or Washington DC Shuttle. We're not supposed to book ahead; just go to the counter and show our IDs and get the discount fare.

It's Friday night last week, and it's 7:30 at night. I'm trying to get to New York. I go online, type in "us airways shuttle schedule" and am shown to a page on usairways.com (screen shot attached). Seeing that there's a 9:00 PM flight (the page indicates that flights are 6:00 AM to 9:00 PM hourly), I get in a cab and head to Logan Airport. [This 9:00 flight is to be the last Boston to NY flight of the night on any airline.]

When I arrive at 8:10 or so, the entire Shuttle ticketing counter is dark and there is a security gate pulled in front of it. I walk down the hall to the USAir main counter and a friendly but hapless fellow looks in his computer and tells me that the last Shuttle flight had left at 8:00. A supervisor joins him; both insist that my story about the phantom flight is either made up or a result of user error — I must have looked at LaGuardia to Boston, or on Sunday when there is a 9:00 flight, or whatever. With my handy iPhone, I show them the web page: Boston to LaGuardia, weekdays, 6:00 AM to 9:00 PM hourly. [Hey Apple, great commercial fodder there: use your iPhone to prove customer service agents wrong.]

They look up other flights, nothing. Offer a flight at 6:00 AM the next day, no thanks. I leave them as they tell me, "Sir, I know that our schedule indicates a 9:00 flight, but we haven't had a flight past 8:00 for at least the past five years."

In the end, I spent nearly $60 to get to and then from the airport. USAir would not give me a cab voucher, and the airport manager on duty, Cammy, was easily one of the rudest and least helpful airline types I've come across. I got to NY by Amtrak on a train that arrived late at 2:15 AM.

Remember when USAir began with "U"? The airline still sucked back then, but maybe it sucked just a little bit less.

Jon

It might be worth it to try escalating this complaint with US Airways, as your company has a (presumably) valuable business relationship with the airline. If nothing else, send your complaint to the Department of Transportation.

Brenden writes:

I went to see Indian Jones at the Showcase Cinemas in Woburn MA. I won't comment on the movie, for those who haven't seen it, but 10 minutes from the end, at the big climax the sound goes out. Totally. The movie is still playing, but now in silent mode. The house lights flicker for a second, then stay off. After a moment of audience murmurs someone comes in the back of the theater and announces "We just lost power for a minute. (there had been a storm going on), we're going to re-wind it to the point the sound shut off". That seemed to work for everyone, so we quieted down.

A minute later we started to realize they weren't shutting off the movie, they just let it play. The longer this went on the more people were talking. They let it play right to the credits, when someone finally got up and asked again. Then they told us they wouldn't be rewinding it. Luckily there was another theater that started a half hour after our show, so most of us went there, and afterwards lined up at the customer service counter and got a free ticket.. but still.. Come on!

Well, that's just not how you handle that at all. Boo.

Mozilo, whose inbox has been flooded with EECBs (executive email carpet bombs) from borrowers, apparently meant to hit forward, but instead replied to Daniel Bailey, a homeowner who is trying to stay in his home of 16 years. Bailey signed an adjustable rate mortgage and was told at the time that he could refinance after one year, before the payments became unaffordable.

From the LA Times:

Much of the language in Bailey's message to Countrywide was borrowed from a form letter available at the website LoanSafe.org, a coaching service for troubled borrowers. Bailey, who says he operates a photo studio, posted his e-mailed exchange with the lender on a LoanSafe forum.

His original e-mail was sent to 20 Countrywide addresses, including Mozilo's. Such mass e-mails have overwhelmed e-mail boxes at Countrywide, disrupting its operations and prompting Mozilo's heated response, the company said.

"This is unbelievable," Mozilo said in his e-mail. "Most of these letters now have the same wording. Obviously they are being counseled by some other person or by the Internet. Disgusting."

Countrywide has issued a statement about the email:

"Countrywide and Mr. Mozilo regret any misunderstanding caused by his inadvertent response to an e-mail by Mr. Bailey. Countrywide is actively working to help borrowers, like Mr. Bailey, keep their homes."

Countrywide Financial Chairman Angelo Mozilo's e-mail sets off a furor [LA Times] (Thanks, Kevin!)
(AP Photos/Susan Walsh)

I don't normally waste my time with registering complaints, but my experience today was so upsetting that I cannot contain myself. My mother is in the process of car shopping to replace her current vehicle. While on CarSoup.com, I found a few cars in her price range that were priced very reasonable. I contacted the K2 Auto Group in Bloomington this morning by phone to see if we could stop by and take a look. I spoke with a very nice gentleman named John. My mother also spoke to John when we were having trouble locating the dealership. Upon arrival, we were greeted by a very rude elderly man who never did provide his name. From the moment we walked into the door, he began speaking down to us.

He asked us what brought us by, and the car I had really hoped to have her look at was sold. The man then asked what she was looking for. My mother, being rather lighthearted simply said, "A Car!" We were asked what our price range was and we told him between $10,000 and $15,000. The elderly man said, "So, what you really mean is you want a $15,000 car for $10,000." Assuming he was not intentionally being rude, we asked if to look around at their inventory. He simply said, "Yeah, whatever," as if to completely dismiss us. There were a few cars she liked. After we had looked at the inventory, we proceeded to the front of the dealership again where the man was seated. Not once we were ever asked if we needed help while looking at the cars.

When we got to the door, my mother jokingly said, "So what happens if I want to drive the car in the back? You'd have to move everything!" The man forcefully replied, "Well, if you want to drive something, go to the bank and get a cashier's check for the amount of the car and we'll let you drive it." Feeling a bit insulted and amazed that someone would be speaking to my mother in such a tone, I unfortunately let the conversation continue. He asked her what kind of a car she had in mind. Not having anything specific, she said, "I'm really open to anything that's not American, but I did like that 2002 Jaguar." With what must have required some real guts, the man said, "What the hell would YOU want with a Jaguar? Really, what are you doing here?" The man asked what kind of a car she had and she told him she had a 1997 Audi A6 but also liked the A4. He proceeded to arrogantly tell us how much he knew about the Audi and that she would only be happy with an A4 if she could, "Manage to afford one." This man also said, "You really shouldn't be making such a production about this. It's a used car." He then told us that if we wanted to look at a car, he had a 2004 Volvo outside that was, "A nice enough car for you and it's only $14,000, why don't you go take a look at that." Not only was this car more expensive than the Jaguar she inquired about, the tone which this extremely rude person spoke to her was completely uncalled for.

I highly doubt that this is the correct venue to lodge such a complaint, but having used CarSoup in the past to look at cars and contact sellers, I was extremely disappointed. I know this is not the kind of service or experience that is typical of dealers affiliated with your web site, and I hope to continue using CarSoup.com, although my mother definitely will not. This much I can say, I will NEVER step foot in K2's "showroom" ever again. Not only that, I will be sure that I inform everyone I know and even those that I don't that K2 is a terribly place to shop for a car.

(Image: Getty)

On the surface, Hands-N-Paws caters to owners-n-their-dogs, but the company's real stock in trade is being hilariously rude to its customers. When someone asked them to cancel an order immediately, they wrote back, "No..not immediately, when we can get round to it." When another person threatened to report them to the Better Business Bureau, they wrote back, "File it. Blackmail gets you nowhere, honey." They even have a "Hall of Shame" on their website where they list the email addresses of customers they hate most of all. This is why we make all of our cats' clothing out of old newspaper.

This story from the thread seems to encapsulate the type of experience shoppers have with handsnpaws:

I ordered over $60 worth of items from this site in March......their site clearly states that your "order status" will change within a week from your order...and if not, to email their customer service. So, when mine didn't change, I sent an email....not response, sent another, no response.....it was now the middle of April and I still hadn't heard from them, my order status was never changed and I read a lot of BAD reviews on them, so I got worried.
 
Here is an email I sent them (the only one they ever answered to):

This is my third attempt to contact you regarding the status of my orderd, placed on March 1st. I would like to know when to expect it to be shipped, if item are backordered, etc. I am a little concerned about my order and am afraid if I do not receive a response about my order OR receive my order soon, I will have to file a dispute for my PayPal payment.   Thank you! Jenn

AND here is their response back:

Thu, 24 Apr 2008 17:12:31 -0700 (PDT) From: "HandsNpaws" Subject: Re: FEEDBACK: Order   File it. We're still closed for PASSOVER and the processing time is still 1 to 4 weeks as you were advised. We'll say the same thing elsewhere, because that's the first thing they'll ask. What are our terms. And we'll show them what we showed you...more than once. Blackmail gets you nowhere honey, but we do get a kick out of letting you make a fool of yourself. And of course, you won't get the items any quicker. We'll let the paypal time run its course. That will be even more fun sitting back and making you wait while you get yourself all worked up. It pays to be nice, honey. When you're nasty, this is one store where we won't go one inch out of our way. Don't have to.

I had filed w/ PayPal before I got the email back from them, because, of course, it took them awhile to respond. But once I got this email, I forwarded it to PayPal, my dispute was moved to a claim (within a few days of my filing my dispute) and I got my money refunded (THANK GOODNESS)!!!
 
Here is their response in the PayPal refund:

Sophistication Alley Ltd. (Mail@HandsNpaws.com) has issued you a full or partial refund for your payment.   Message from merchant: Hope you enjoyed the long wait. That's what you get for being rude and impatient.

Even the lone customer on the thread who stands up for the company has faint praise:

I've been ordering from that website for the last two years with ZERO issues! I wonder what happened. I haven't ordered anything within the last few months, but the last shipment I got was prompt and correct. I must admit thought, I don't ever get a shipment confirmation or anything from them.

Ripoffreport has another stunning example of the madness behind Handsnpaws, where they refuse to answer a customer's questions, then tell her they aren't going to talk to her anymore.

A Ripoffreport commenter also point out that there's another company, Hands AND Paws, that is totally unrelated to this story, owned by a different person, and has no complaints against it. Here are the Sophistication Alley businesses we could find:

• Sophistication Alley Ltd.
• www.handsnpaws.com
• www.sundaycolors.com
• www.pawstogo.com

Handsnpaws, please read this post and send us a hateful email! Unlike customers, we actually enjoy hearing back from people like you. It makes our jobs that much easier.

(Thanks to Dan!)

(Photo: kansas_city_royalty)

Kapil's brand new Blackberry arrived with a battery that won't charge. He wants T-Mobile to exchange it, but he says T-Mobile wants to replace it with a refurbished Blackberry instead of a new model. Kapil is fighting back, but even at the executive support level all he's found are rude, uncooperative T-Mobile employees who keep saying there's a process, and that someone will call him back—which never happens. Kapil refused to hang up on the fourth day and demanded to know what happens next after nobody calls back, which seemed to confuse and anger the T-Mobile rep he was speaking with. And for those of you who can't listen in, we've transcribed some of the juiciest parts.

powered by ODEO

After a few minutes, the rep grows audibly annoyed with Kapil and tries to get him off the phone:

Your other option is to call customer care.

The reason I'm calling your executive office is because customer service has failed me and they are not helping me, and now you're telling me that my only recourse is to continue leaving messages but no one is calling me back. I have called every day—

[cutting in] Sir, sir, we took a message this morning. He has 24 hours to give you a call back.

I understand there was a message left this morning—

[talking over him] Okay, so— but—

—but there was also a message left on Monday, and Tuesday, and Wednesday of this week and no one has called me back.

Uh, uh, from the notations in the account I don't—

So you're telling me the notes are more accurate than me? Because on this conversation there's only one person that was part of that initial conversation and... it's not you. I'm telling you that I've called all this week—

[cutting in] I'm telling you nobody from my team, nobody from my team, uh, went into your account.

What if they forgot to leave a note to that effect? Is that my problem?

It doesn't matter, that's not how our system works sir. Even if they were in the account and, and, and didn't leave a note, it still shows there in the account.

So what if I—

[cutting in] At, at this point sir, I'm not going to argue with you. I can give you a phone number. If you need immediate assistance you have customer service to call. Okay?

I have tried—

[overlapping] Do you have any other questions or concerns for me?

I have tried customer service and they have refused to help me, so I called your executive office—

[cutting him off] Well sir, this is your option at this point, sir.

May I speak to a supervisor in your department?

No sir, you're not calling customer service, you're calling our executive offices.

This goes on and on like a Beckett play for a while. Eventually Kapil tries a different tactic, and discovers that just because he's been led to believe he's speaking to executive customer service, he may have actually been rerouted to regular customer service on his previous calls:

You're evading my question here. I understand your process, that someone will call me back in 24 hours. I'm asking, if that does not happen, what's happens next?

Somebody will call you back within 24 hours sir.

(Laughing) Are you a South Park fan at all? The TV show? [silence] Ever seen that TV show?

(Pause) ...No.

There's an episode of South Park where... imagine you're a character called the Underpants Gnome. And these Underpants Gnomes are stealing everyone's underpants, and when asked why they're doing that they put up a sign that says Step #1, collect underpants, Step #2, a bunch of question marks, and Step #3, profit. When you ask them what step #2 is, nobody knows. You're kind of doing that to me, I'm asking you if this doesn't happen, if your process doesn't work the way that it's supposed to, which it hasn't for me all week, what is the next step in the process. Like, how do I get past this?

Okay, again I'm telling you, you may have called the corporate office, but more than likely, it looks like from what I can see that you may have gotten transferred back to customer service, okay? As far as our team receiving the call, the first call that was received by our team this week was this morning, okay? So, from that point we have 24 hours to call you back.

But I have somebody on the phone. You're in the same department.

I'm trying to explain our process sir. Do you understand it or do I have to explain it again?

Twelve minutes in, we find out that the mysterious Pancho—he's the Godot-like character who's supposed to call Kapil back—isn't even someone Kapil has spoken to before, although Jason doesn't seem to understand or believe that. And at about the 13:30 mark, Jason finally gets upset enough that he reveals that he does have a record that Kapil has called several times before—something he has kept denying knowledge of throughout the call.

It's really a masterclass in how to pretend to offer customer service while stonewalling a customer. We like to imagine there are posters up around the T-Mobile offices that display our favorite line from Jason: "It's not a refusal, sir, it's how our process works."

(Photo: Getty Images)

Earlier today I got a call from a Chase telemarketer.  He called to inform me about a great Fraud Protection service.  The caller vaguely described what was covered over the next minute as he read his prepared script.  Toward the end of the script, he said that Chase would be sending an informational brochure and that I would have the opportunity to review the information with my family before I proceeded with the purchase of the Fraud Protection service.
 
At this point, I initiated the end of the conversation by saying: "I'll review the materials when it comes in the mail".
 
Chase telemarketer mumbled: "Ok, I'll charge you $7 and ship the information out to [Address]".
 
I cut him off mid sentence and asked him to repeat and clarify to make sure what just happened.  He indeed signed me up without my permission.
 
I proceeded to tell him "NO" in a strong and firm voice.  "I did not agree to pay anything, I did not agree for any service".
 
I politely requested that he send me the information, and not sign me up for the fraud protection.
 
At this point, I was about to hang up the phone when he came back with "Mr. XXXX, don't you know that some one's identity is stolen every 4 minutes"
 
I replied, "No, I don't want the service"
 
Chase telemarketer rudely cuts me off: "but Mr.  XXXX, what are you going to do when someone steals your identity?"
 
"No, Didn't you hear me?"
 
Chase telemarketer cuts me off again, "but you arent safe...."
 
I slam the phone down.
 
You just lost another customer Chase.
 
Now I have to call back and make sure that he didn't sign me up.  I feel like I need protection from Chase's employees from stealing my identity rather than some stranger who might steal my credit card or something to that effect.

(Photo: jebb)

The Wall Street Journal has an article that we could barely finish about absolutely disgusting behavior that air travelers are exhibiting on airplanes. The article details the foul, rude and unsanitary things that you all are doing out of some sort of misguided aggression towards the airline. We have news for you, pig pen, you're only hurting yourselves... or, more specifically, the next guy to sit in that seat.

From the WSJ:

Patrick Kerr, who like Mr. Cuzzone participated in a FlyerTalk.com online discussion among frequent travelers of disgusting things people do aboard airplanes, was flying from Reno, Nev., to Dallas when a nearby passenger put a wad of chewing tobacco in his mouth and spit juice into a plastic cup throughout the flight.

As passengers left the plane, Mr. Kerr, a technology manager in St. Louis, said, the man made one last deposit then tucked the cup deep into the seat pocket.

"I said, 'Hey, you left that.' And he said, 'It's OK. They'll get it,' " said Mr. Kerr, who then alerted a flight attendant.

Flight attendants often say that the biggest messes they have to deal with are dirty diapers left in seat-back pockets or worse, handed to them while they are serving beverages and snacks. "Would you hand that off to your server at a restaurant?" said Corey Caldwell, a spokeswoman for the Association of Flight Attendants, a union representing workers at several big airlines. "It's amazing how people treat the inside of aircraft cabins as opposed to other public spaces."

My god, were you people raised by wolves? Clean up after yourselves.

"Putting a melting chocolate bar in a seatback is a way of punishing the airline for shoddy treatment," said Robert Bor, a clinical aviation psychologist in London.

We disagree. Evil behavior such as this is actually a way to punish nice people who just happen to be on the airplane after you, and who would really rather not be covered in what appears to be baby vomit, the possible origin of which will plague them for days afterward.

Can you think of some more constructive ways to punish an airline for poor service? Department of Transportation complaint? Nasty letter to your mutual fund manager about excessive airline CEO pay? Amtrak?

Flying Foul: Passengers Behaving Badly [Yahoo!]

(Photo: JohnKit )

The cashier first claimed that there was a limit of 5 cartridges per week, and then threatened to send Chris' picture to other stores. Finally, he confronted Chris, saying "I don't know where you're getting these, if you're stealing them... but it needs to cut down."

Chris writes:

I've finally had my first really angering customer service issue. But a little bit of background:

I run a computer repair business. Obviously, I'm constantly buying/selling computer supplies and equipment, and one of the things I get from customers and my vendors are empty ink cartridges. From my vendor they arrive assorted, so I take the ones I need for the models my customers have, and recycle the rest. I also get quite a few when customers upgrade printers. I recycle the empties at Staples, OfficeMax and Office Depot, since I don't do enough in volume to recycle directly with the ink companies. Each store gives you $3 per cartridge to spend at the store. It's a bit long to explain where I get them; and cashiers are puzzled when I tell them I run a computer repair business (since I'm only 20 and look young) so I usually say I get them from friends and it's done. Funny sidenote: once a cashier at Staples read my jacket that says my company name and said "So I guess you're going to give this money back to your employer, right?" Yep, I sure am.

At Staples, it's awesome. I'm actually on a friend basis with one of the cashiers, and when they gave out coupons for recycling cartridges, I would use them online all the time. For the reason of them having a robust online store with great prices and rebates, I spent close to $3700 after coupons with them in 2006. This year I'm almost at $1000, so I'm not a once-in-a-while customer. Staples recently changed to put the credit from recycling on your Staples Rewards card, but I don't plan on ramping down my spending given the great service I always receive.

At OfficeMax, it's a different story. They've never given out coupons, and their prices aren't that great in store or online. However, instead of recycling 3 ink cartridges for a total of $9 in credit, they allow you to recycle up to 5 cartridges for $15 in credit. This puts their prices back at being decent. Unfortunately, they don't have great prices in store/online, so I only buy in store with cartridges. I follow the rules, limit of 5/day/person. I have brought my girlfriend or a friend sometimes as well.

There's a single cashier/manager/something there that has a problem with me. To be honest, I don't even see him that much, but he feels like I'm taking the money out of his wallet when I use the cartridges for credit. It first started with him telling another cashier in a way to get me to overhear that there's a new limit of 5/week. BS. Then he outright lied to my father and I by saying that the coupon system was down, forcing me to drive to another store to get memory cards for my dad's camera.

Today was a new low. While checking out, he walked up to the checkstand and here's the conversation that ensued (he's Cashier, but not the one ringing me out, she's very nice):

Cashier: Excuse me if you don't mine[sic] me asking where did you get the cartridges?
Me: I get them from friends.
Cashier: That's impossible, you have too many of them. You come in with these and you come in with your girlfriend or a friend.
Me: (getting angry) OK, well, I'll go to the [redacted] store from now on.
Cashier: Well, I have you on camera, I'm gonna send your pictures to the other stores so they know to look out for you.
Me: At Staples, they have a box from HP - aren't you getting money for these?
Cashier: Yes well it needs to cut down.
Me: Let me ask you, am I taking the money from your wallet? Am I reaching in to your wallet and taking money out?
Cashier: No, but I'm in charge of it and it needs to cut down, I don't know where you're getting these, if you're stealing them or-
Me: No, I'm not stealing them.
Cashier: but it needs to cut down.
Me: OK.

Why would he be sending my picture around unless I've done something wrong?

I'm getting sick and tired of being treated like a common criminal because I use coupons. I play by their rules and still they don't like it. If they don't want to take coupons they should remove the program.

Thanks,
Chris

OfficeMax needs to realize that recycling is good, not bad. Try having a calm conversation with the cashier's manager, and explain your business and that you appreciate having an outlet to help you recycle. If that doesn't help, call corporate and ask the people running the MaxPerks program why their employees hate the environment.

(Photo: Getty)

I purchased a toy fire truck for my 2 year old son at Big Lots in Mattydale, NY, the Sunday before Easter. The night before Easter, I am preparing my son's basket by unwrapping the toy. As I was unraveling the many wire ties on the bottom of the toy, a used crack pipe fell out. (I know this was a crack pipe as I am in law enforcement and am very familiar with drug paraphernalia.) The screen was still in the tip and there was crack residue in the pipe. After my initial horror, my husband and I decided that we would call the store first thing in the morning to make them aware of the situation.
On Sunday morning, we called the store and my husband informed the manager, Wayne, what we had found. First he did not believe it and immediately stated that it could not have come from someone in his store. My husband told Wayne that we simply wanted to report the incident and let them deal with it. First he did not believe us, then laughed when my husband told him that I would no longer shop in his store. As his was not the reaction we were hoping for, my husband then called the corporate headquarters. Again the response we received was anything but acceptable. The woman that my husband spoke to assured us that the district manager for the store would be calling us the next day. We did not hear from anyone from corporate as promised and my husband called again. We have still heard nothing. It appears that no one in this company cares that my son's toy came with a free used crack pipe.
Thank you so much for your time. I am just looking for a little recognition that this type of thing is not acceptable from any parent or company.

Sincerely,
Patricia

My friend and I went to Walmart (in Exton, PA) on Sunday evening (4/27/08) looking for a Nintendo Wii because neither of us owned the system and have been looking for it for quite some time.

To our surprise, there were around 7-8 Wii's in stock. The problem? The Walmart employee working in the Electronics department (older man with glasses) refused to sell a Wii to both me and my friend. He would only sell a Wii to one of us because we were shopping "together." Mind you, we're not dating or married. Just two guys each looking for a Wii.

He said that because we were in the store together, we could only buy 1. It's as if we were the same person or something. He told my friend to come back the following day if he wanted one. We argued with him to no end...but he refused to sell my friend a Wii. I never heard of something like that before. It's not like I was trying to buy 5 Wii's..we each wanted one. Someone please tell me how Walmart can DENY a customer a product under these circumstances? I can understand if they have a policy stating one Wii per Customer per day. But, we were two separate people trying to each buy a Wii and pay with our own credit cards.

The man was rude to us, and he even had cocky remarks stating that my signature was only somewhat close to matching the signature on the back of my credit card. Mind you, I had to sign my name electronically, which is awkward to begin with.

Are Wiis really still this scarce? Has this sort of thing happened to anyone else?

(Photo:u2acro)

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