Ross Dress for Less / poor customer service
I lost a hand-made Navajo bracelet in the Ross Dress for Less store on Almaden Blvd. in San Jose, California this afternoon. It is sterling silver with turquoise and coral stones, and has great sentimental value for me because it is one of a kind. After looking on the floor all over the store and checking the fitting room myself, I ask the loss control person to announce on the store intercom that I had lost the bracelet and that I would pay any customer who returned it a $20 reward. The Loss Person paged the store manager for permission without success. After an extended period the loss person went upstairs to speak with the store manager. Some time later, he returned to tell me that the store manager had refused to make an announcement on my behalf. I then waited in a lengthy line at Customer Service to let them know that I had lost the bracelet and to leave my name and number in case it turned up. As I waited in line, the assistant manager appeared nearby. I spoke with the assistant manager myself and again he refused to make the announcement. So much time passed between my initial request and getting an answer that any customer who may have found the bracelet had probably left the store. I do not feel that my request for an announcement was unreasonable. Nor do I feel that the extended period between the time that I asked for help and the time I got a response was reasonable. In the end, all I could do was leave my name and number in case the bracelet turned up. As a result of this lack of cooperation and the "who cares" attitude of the assistant manager, Ross lost a sale this afternoon that was worth far more than the value of the bracelet. It also lost a customer for life. I told the assistant manager this, gave my shopping cart full of clothing to the loss control person, and left the store. This lack of courtesy and customer service is unacceptable.
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