complaintee: miss p gill. Against homebase store manager oldbury west mids uk
on 25th jan 11 i purchased a trinton shower from homebase, a few days later my plumber came to install the shower unfortunately he explaind it was not my shower that was at fault it was my mains plumbing.. Today 1st feb 11 i went to homebase to return the shower i purchased for £59.99 i got to the customer service desk there was a que a man approched who was not wearing a uniform or name badge and asked if he could help i explained i needed a refund on the shower i purchased, he replyed do i have the receipt i said no as i had mis placed it he said without proof of purchase he could not do any refund he went on to say electrical goods are a high risk product, lorries full of eletrical items go missing and people bring them into the store to have refunds!! my mother was with me he then turned to her and said as ur mom is with this is not probably the case with u... so if i had gone into the store without my mom, , was he trying to accuse me of theft just because i did not have a receipt.. anyways i explained i had paid using my debit card and could show him my bank statement he then agreed.. i went to the bank got a statement took it back to the store showed the manager who said it was fine but i could only have an exchange.. at this point i was getting annoyed because i had brought him proof of purchase an he was still refusing me a refund.. my voice tone increased an i said why did u ask me to get a statement if u was not going to give me a refund why u waste my time by going to the bank to get proof.. at this point he began getting very arrogant an annoying towards me sayin he was not gona do any refund or exchange for me and gave the product back to me an told me to leave the store obviously i was geting more annoyed by his behaviour an the way he was dealing with the situation i asked for the manager at this piont he told he was the manager of the store i was shocked as i know this was innapropriate behaviour as a manager towards a customer.. he said i can get u removed if u dont leave the store he called the security guard, who was quite good actually he did not say any thing to me i told him i wanted to speak with a regional manager he said there was no regional manager but i could contact headofficethe arrogant manager tried to push me out of the store i told him not to touch as i would contact the police.. he then kept telling the guard to remove me from the store i refused i said if u want me out call the police.. another collegue got the number for head office for me, , manager was still telling the guard i was been abusive towards him i said i have not bloody sweared at u or attacked u so how am i been abusive he then refered that bloody is a swear.. i was so out of my mind at this time i turned to him an said bloody is not a swear f..k off is a swear!! he said well contact head office urself.. so i dialed headoffice from my number i explained what was happening to me instore an what my problem was an customer advisor replied if have proof of purchase there should be no problem with the store doing a refund for me she took my number and said she would call the store number to speak with the manager.. my daughter of 4yrs was with an started to cry as she was scared and distressed because of all the comostion i called my mom to come out of the car as she was waiting outside for me.. when she came in the manager had come off the phone and head office was speaking to me on the phone she said that the manager is saying i was abusive towards him an that if i say sorry i can get a refund i said well if he could do the refund in the first place why did he provoke me into being angry an abusive an i only swore when was telling the guard that i swore at him by saying bloody!!! i asked for him to apoligise to me aswell.. after the phonecall he approched me and said would u like to come to my office to speak i said what for just give me my refund and i just want to get out of ur store.. then he said i refuse to apoligise to you however u have to say sorry to me if u want a refund.. i just said sorry as i wanted to get out of the store he then pretended he didnt hear me an stared saying what did u say was that a sorry trying to provoke me again i said it out aloud for god sake i said sorry just give my refund and u wont see me in your store again the collegue on the desk gave me my refund and i left the store.. when i got into the car my mom told me he had said too her while i was on the phone that i had swore at him an that if i was his daughter he woulkd have slapped me when i swore.. i am not his daughter i was a customer i take that as a threat an would like to take my complaint further.. even though i got my refund i think i was treated unfairly, violently, arrogantly, by this homebase manager altogther not at all good customer service.. please advise me on how to take the matter further.. thank you for ur co-operation.. contact me on [email protected] or 07706891047