Would like to first mention how I very much enjoyed my purchasing experience with all employees at the store location mentioned in the title of this email.
I was advised during the purchase of my glasses that i would need to bring in the physical coupon (Sun Perks Member Exclusive coupon) to receive the benefit $50 off any purchase over $200 etc. Denise the manager along with the Security Guard and another team member advised that i would need to come into the store after the purchase, bring my coupon, receipt, ID and CC i purchased the glasses with and i would be rebated the amount. Totally fine i completely understood and went about my purchase of Versace Sunglasses.
I returned 5 days later with all the items that were requested of me and asked Vanessa if she would be so kind to assist me with my rebate. This is where i was deeply offended, embarrassed and harassed in front of other customers, the security guard and employees. Let me say again i had my drivers license, CC, receipt and coupon (please feel free to confirm with store colleagues and security guard). Vanessa refused to refund me because i didn't have the physical glasses with me!!! Vanessa told me she needed proof that i actually bought the glasses. PLEASE SEE ABOVE (i had my drivers license, CC, receipt and coupon) I asked to speak with the colleague who told me this was possible she mentioned to Vanessa that indeed Denise said it was OK and that we should refund him. Vanessa refused to listen to her team member, she began to waive her hands in my face (please view video footage incident happened 12pm 07/19/18), she continued to use a loud voice while other customers were shopping (creating a scene in the store) and told me i could not speak to anyone else cause she was the store manager. Well surely there would be someone else to talk to or she must report to someone. After she refused to help and insisted i come back for a 3rd time with the glasses she said her managers name was Tiffany.
You can only imagine the humility i felt after purchasing $300 glasses feeling like i was trying to scam the store. I cannot possible imagine this is the level of service you expect from your team leaders. i would hope that by reading this that Vanessa will be disciplined at some capacity. Please note i do not want ANY compensation or anything for FREE. I cant possibly find a way to ever shop with Sunglass Hut again.
I will be sending this to your corporate office with the hopes that this matter is taken very seriously and not lightly. I would like to Vanessa to know that i have never ever been treated with such disrespect, embarrassment in any establishment in my entire life. She has taken a life long customer away for good and i will make sure that my letter is viewed by as many outlets as possible.
I do expect that i hear from Sunglass Hut with in a reasonable time with an explanation or plan of action of some sort regarding this matter.
Sincerly,
Sergio
