J. Records

Review: Dec. **, 2013 Initial reply

J&R Customer Relations

For years, before returning from travel in the US I have been purchasing various items from J&R due to their great selection, pleasant and courteous sales staff. On two occasions however there has been some difficulty which needs to be addressed.

On December **, 2013 the day before my departure, I purchased eight items amounting to 293.89 dollars. That evening while packing I discovered that one item a MP 4 player was missing which was unusual as before departing from the store the buzzer went off and the security man scanned several items and found that one item (2) which I had paid for, had not been scanned. As the receipt showed that it had been paid for, he scanned it and I returned to the Upper Side residence where I had spent the night.

The following afternoon, my day of departure, I returned to the store, explained the situation concerning the missing MP4 to the woman at the counter who immediately notified security.

Eventually he came, I explained fully the situation which had occurred the day earlier, that I had not opened the bag after purchase and had immediately rtn to my temporary place of residence due to the inclement weather. I mentioned to him that time was important as I was leaving the US that evening. After a long delay, he returned explaining that he had viewed the security video, which backed up my version regarding the door check, the scanning of the item which sent off an alarm however the MP4 was nowhere to be found and the two women which were now on duty were not the women who had been there the day earlier. The missing object simply was nowhere to be found. While he was courteous, we were at a standoff as to what had happened, with the possible implication that I had somehow lost the item after leaving the store.

I decided to hold my ground and eventually the store manager came, I again explained the issue at hand and he asked the two of us to come with him where the error may have occurred, the exit where the alarm had went off the day earlier. While I browsed the floor for an IPad cable, the mgr and the person in charge of security emerged with the missing MP which had bought there the day earlier. Seens the woman upstairs had simply forgot to put it in the bag after I had paid for all 8 items. She eventually realized that she had not placed the item in the bag after purchase and someone had brought it to the cubicle next to the exit. They apologized for the error and the inconvenience; I paid for the Ipad cable which I needed and left the store under a lot of pressure as I had to be at JFK for the return flite that evening. Had the cashier, after realizing the error called my name on the PR system throughout the store, this could have been solved immediately, instead she or someone else, delivered the device sometime later to the cubicle next to the scanning device where it sat for 24 hours.

End of story ? unfortunately not, while the above took ca 3 hours of my time, (The City Hall subway stop was closed both days due to work) I placed the device in my suitcase and headed straight to the airport. After a long flite home, while unpacking I noticed that the MP4 I had purchased which was temporarily lost , then found and given to me was now in fact a MP3 instead of the MP4 !!!! See photo. (I have all the info. photo, boarding ticket, receipt which I sent twice to J&R but no reply whatsoever)

How you will solve this predicament is up to you as it has been frustrating and taken up a precious amount of mine as well as your time. Though I would state that the staff there on the ** were helpful it could have been solved differently and more efficiently had security, after viewing the video immediately had gone to the cubicle next to the scanning exit as the store manager had done.

- initial replyDesired Settlement: Returning the unopened pkg via air mail is difficult and expensive as I live abroad and if they were to provide me with the item which I purchased would mean custom duties, and further aggravation. have them contact me with some creative method of solving this along with an explanation as to why they twice failed to deal with this error of theirs. They seem to work on the principal, 'out of sight out of mind.

Consumer

Response:

At this time, I have not been contacted by J. Records LLC regarding complaint ID [redacted].

Sincerely,