Fallas Paredes / Poor customer service
On November 30, 2007, my daughter and I visited Fallas Paredes located: 5428 Walzem Rd, San Antonio, Texas 78218. After we chose our items we proceeded to check out. A cashier gladly checked us out at register number 2. My daughter gave the cashier her USAA card and showed her active military identification. The register began counting from 90 until it reached 1. She swiped the card as debit and as credit. She then called her manager Rudy Ramos to assist her. Mr. Ramos quickly came to the register and began swiping my credit card. After 3 times Mr. Ramos turns to my daughter with his hand on his hip and says, “Do you even have any money in this account?” she replied “Yes.” Mr. Ramos continued to swipe. Because my daughter thought Mr. Ramos was out of line for asking that question (“Do you even have any money in this account?”), she told him that she felt that he was rude and thought he should apologize for his poor customer service. Mr. Ramos instantly became defensive and said that he would not apologize because he was only doing his job. He said he didn’t think he was rude and felt no need to apologize to a customer who may be committing credit card fraud. My daughter informed Mr. Ramos that if he thought she was committing credit card fraud he could asked for identification. In the middle of their conversation, another customer told him he had no right to ask me a question like that because it was none of his business. He told her he was doing his job and that the conversation between he and my daughter was none of her business. He told her that she needed to shut her mouth or he, as the manager, will have her escorted out of the store. By this time I was startled that his human relation skills was this unpleasant, I ask my daughter to speak with the manager. He told her that he was the manager. She then asked to speak with his manager. He told us that he will get her number. As he walked away, the store manager walked up to the register and the lady he told to shut up began to speak to his manager. While she was explaining Mr. Ramos came back with the store managers (that we were speaking with) number. He put the papers on the counter and interrupted lady claiming the customer did not know what she was talking about and said he was going to explain what happened. The store manager asked Mr. Ramos to go to the back and told him that she would speak with him later; Mr. Ramos raised his voice and would not listen to his supervisor. He felt that his side of the story had to be told, by him and at that moment. Mr. Ramos spoke in a loud voice, overbearing manner and dominated the conversation between he and his own supervisor. The Store manager repeated his name and asked him to please go to the back so she could take care of the customers. Mr. Ramos would begin to walk away and turn back around towards us and start screaming “they don’t know what they are talking, she lying, and don’t you be talking to me like that.” After about five minutes of yelling from Mr. Ramos, he finally went to the back. Both the highly disrespected customer and I spoke with the manager and asked for a person to speak with to guarantee something was done about this incident. The store manager apologized to my daughter, the highly disrespected customer and I. I have decided not to come back to Fallas Peredes ever again. I had seen bad customer service, but never such poor management, appalling business ethics and malicious human relations skills.
Never in the state of Texas have I been treated so poorly. A new or an experience employer should not ignore effective customer service skills. It is every associate responsibility to create and maintain a comfortable atmosphere for everyone, respect each other and every customer, and place a higher value on a positive attitude.
I would like to know that this issue has been resolved. I hope that Fallas Paredes does not jeopardize it ethics, productivity and success by allowing Mr. Rudy Ramos or any other disrespectful and undisciplined associate go without being severely penalized for his or her actions.
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