I have bought thousands of dollars of merchandise from Target, not including gift cards, etc. I am the customer they try to acquire and keep.
I did my research and decided to buy the baby Einstein jumper for $89.99 in the store. I researched it online that it was indeed in the store, stocked and available. I also called and spoke directly to an employee at that store location stating very clearly that I see the product is available in their store, but I need them to check for certain, before I make the trek up to the store. I live in NYC and the only Target is at 116th in Harlem. I needed to:
1. Hire a babysitter (which I have never done, I have a 6 month old infant)
2. Leave work early
3. Purchase a taxi (we do own cars here in Manhattan typically)
4. Buy the item
5. Flag down another taxi, which is not easy up there.
I told the Target employee very specifically, I needed to know it was actually there before I made the investment of both money and time to come up there. I didn’t buy online because I needed the product asap. The target representative put me on hold for a bit and checked and said yes, it is here.
So, I began my journey to the store. When I get there, there was no product available. I had two different target employees check and they said, the computer was wrong, there isn’t inventory. I said, but I called and spoke to someone specifically who check and said it was here, and they said well, it’s not.
Clearly, I am very upset. I paid the transportation cost, child care cost, my valuable time, and leaving my infant for nothing.
I quickly called Target customer service so they could remedy my obvious frustration as a customer and the first rep said she, “was sorry and there was nothing she could do.” I asked for a manager and she said the same thing, but as I continued to explain how upset and what an impact this had on me, she put me on hold many times, asked who I spoke to at the store, etc.
After many, many minutes of this, she said she called the store and they indeed did not have the item (I think I knew that) and that target online said the item was there, but it wasn’t.
She proceeded to throw in a disclaimer that the online tool was not always accurate (ok, then why provide it to your customers).
I said ok, that is not good customer service, but I called the store specifically to make sure nothing like this would happen and talked to a paid target employee at that store.
Round and round we go, I said ok will you reimburse me for my transportation expense, child care cost, etc. She said “we would never do that.” I said what will you do to remedy this horrible experience for me? She said nothing until finally at the end of the call, she could give a $5 voucher.
A $5 voucher, are you kidding me! Target, you have very bad customer service and policies. How many of these posts, messages do you have to read before you do something to keep customers?
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