Letter of Complaint
The service in the Nursery Department at your store in Chicago (87th and Dan Ryan Expressway) is terrible. Every time that I have been in the store and needed customer service I have waited over 20 minutes to be greeted by an individual who lacks knowledge and acts as if they are disinterested in helping a customer. Today was one of the worst purchasing experiences in my lifetime. I was treated like a criminal by two unprofessional people (Jerome and Renee) who were store managers.
I have never seen store managers look as well as sound unprofessional. They were totally insensitive to my needs and did not care that I was purchasing almost $400 in product and materials. Furthermore, my landscaper met me at the store (with his truck) to transport all of the materials (12 bags of mulch, shrubs, plants, bags of soil etc.) to my home to install.
Jerome and Renee had me waiting approximately 90 minutes for my husband to come to come to the store before allowing me to purchasing the landscaping materials. They would not let me use the American Express card because my husband's name was listed on the card. I presented to Jerome several forms of identification ((Drivers license, social security card, Master Card, Employee photo ID etc.) but both him and Renee refused to let me use the American Express card.
This is ironic because I have used the same American Express card at this store before without any problems. The cashier simply runs the card through and once the purchased has been approved asked me to see my ID. Earlier that day my husband had used the American Express card at your store on Roosevelt Road near Canal Street without having any problems and no one asked him at that store for an ID.
Trying to resolve the problem before making the long trip to the store during rush hour, my husband asked me to let him talk to one of the managers on my cell phone. I saw Jerome and told him that my husband wanted to speak with him on my cell phone, he at first said "NO" then Jerome snatched the phone out of my hand to speak with my husband. My husband pleaded with Jerome to contact American Express (three way conversation) so he could verify that the card was his and I was his wife. Jerome said "No." Therefore, I was forced to wait (with the landscaper) for my husband to come to the store to show Jerome his driver's license. I was totally inconvenient, as well as the landscaper who wanted to complete my landscaping that day. When my husband arrived I said to Jerome, "Based on my inconvenience (over 90 minutes) could I please get a 10% discount on my $390.00 purchase. Jerome said "No" with a smile. We then left the store.
No one should be treated the way I was treated by management. Both of these individuals were unprofessional, insensitive and did not try to rectify the situation. Thus, I am asking the following:
someone investigate this complaint, this letter of complaint be put in the personnel file of both of these employees to deter them from mistreating other customers, and someone to contact me regarding the status of my complaint.