On November 30, 2007, my mother and I visited Fallas Peredes located: 5428 Walzem Rd, San Antonio, Texas 78218. My mother enjoys this store because she can find very nice clothing for a low price. Every time I visit San Antonio I count on going to Fallas Peredes to see the new items brought in.
I was amazed to find some clothes for my year old son, while my mom began picking up baby clothing to donate to underprivileged teenage mothers. After we chose our items we proceeded to check out. A cashier gladly checked us out at register number 2. The total was over $50.00. I gave the cashier my USAA and showed her my active military identification to receive a discount. She checked the date for expiration and swiped my USAA credit card. The register began counting from 90 until it reached 1. She swiped my card as debit and as credit. Still it took to long to process. 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 me with his hand on his hip and says, “Do you even have any money in this account?” I immediately replied “Yes.” Mr. Ramos continued to swipe. Because I thought Mr. Ramos was out of line for asking me that question (“Do you even have any money in this account?”), I told him that I felt that he was rude and I thought he should apologize for his poor customer service. Mr. Ramos instantly became defensive and said that he would not apologize to me, 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. As I began to get upset, I informed that if he thought I was committing credit card fraud he could ask me for my identification card. In the middle of our conversation, a customer behind me began to speak to Mr. Ramos. She told that 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 and that our (he and I) conversation 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. By this time I was amazed that his human relation skills were this awful, I ask to speak with the manager. He told me that he was the manager. I asked then to speak with his manager. He told us that he will get her number for me. As he walked away, the store manager walked up and the lady he told to shut up began to speak to her. I turned toward the store manager and listened to the disrespected customer explain what happened. 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 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 these 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 number and person to speak with to guarantee something was done about this incident. The store manager apologized to my mother, highly disrespected customer and I. As we left, my mother, who shops there everyday, decided not to come back to Fallas Peredes ever again. She 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.
My mother and I hope that this company 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.