I am writing this letter in regard to the above-referenced case Don Quijote USA Headquarters, who oversees three Don Quijote Stores on Oahu, conducted a thorough investigation on this case, including interviews with certain employees.We believe that seven individuals in total were involved in the incidents which took place on January 12th and Januaty 16th, 2016: 1) [redacted] *, 2) Store Manager, 3) Assistant Manager, 4) Clerk A,5)Clerk B, 6) Clerk C, and 7) Customer.We have concluded the interviews with the individuals, except for Ms S and Customer Based upon and through these interviews, the following has been found and confirmed in regard to the incidents:January 12, 20161.Sometime during the night of January 12, 2016, Clerks A and B overheard a commotion and proceeded to the cosmetic department area where it seemed to be from.Upon ariving at the cosmetic department area, Clerks A and B found that the commotion was an argument between [redacted] and Customer.2.The Customer informed Clerks A and B that [redacted] had opened nail polish bottles and had painted her finger nails.3.The Store Manager was summoned by Clerk A.4.As instructed by Store Manager over the phone, Clerk A first asked [redacted] to stop painting her nails and inf01med her that she must purchase these nail polishes in order for her to use them[redacted] continued to paint her nails.5.When Store Manager physically arrived at the cosmetic department area, [redacted] was nowhere to be seen6.The Store Manager and Clerks A and B located [redacted] at the customer service counter, where the conversation between [redacted] and Store Manager began with a complaint and a certain statement from [redacted] *: 1) [redacted] just received ve1y bad service from Clerk A; 2) Clerk A told [redacted] to pay for the nail polishes that she had used; and 3) [redacted] assumed the nail polishes she had used were all testers for customers to sample.7.Inreply to the 2) above, Store Manager infmmed [redacted] that it was by his instruction to Clerk A that Clerk A had informed [redacted] that she must first make a purchase.To the above 3), Store Manager explained to [redacted] that the store does not have any testers for nail polishes but that, if we did, it would have been stated and labeled on bottles as samples or testers[redacted] felt that "nobody would know if she had used them or not as the bottles were not sealed".Store Manager's response to [redacted] was consistent that the nail polishes must be purchased before use[redacted] finally agreed to pay for the nail polishes when Store Manager warned her that without a purchase, she would be issued a trespass notice[redacted] agreed to pay for the nail polishes that she had used Januruy 16, [redacted] returned to the store, requesting a refund for a coconut skin cream and the nail polishes.There was no receipt for the former, and the latter was the nail polishes that [redacted] had purchased on January 12, 2016.2.At the customer service counter where all the refunds are processed, [redacted] was told by Clerk C that she had been already banned.3.The Assistant Manager was summoned by Clerk C Assistant Manager also thought [redacted] had been already banned from the store, which he found later not to be so.4.The refund for a coconut skin cream was processed despite an absence of its receipt; however, the store would not refund the nail polishes she had previously used, had agreed to pay for, and had paid for.5.The Assistant Manager deemed this was an act of intentional deception and felt it was in the store's best interest to ban [redacted] from the store.Hence, a trespass notice was issued to [redacted] *At the end of the investigation, we have concluded that we owe [redacted] our sincere apology that on January 16, when [redacted] returned to the store for a purpose of requesting certain refunds the store personnel mistakenly regarded her as a customer already banned and said so to [redacted] without any confirmation We have spent this past week to educate store personnel so that we will not repeat the same mistake.In regard to [redacted] *'s claim for the unexcused banning and mandatory purchase, we must report to you that we just were not able to find any facts to support [redacted] *'s claim.MsKelley, please know that serving customer is what we aspire to, and to do so with sensibility and fairness is equally important to us.We take every single complaint or claim from our customersvery seriously, and we try our utmost best to solve it, and at the same time train and educate our personnel accordingly
I am writing this letter in regard to the above-referenced case Don Quijote USA Headquarters, who oversees three Don Quijote Stores on Oahu, conducted a thorough investigation on this case, including interviews with certain employees.We believe that seven individuals in total were involved in the incidents which took place on January 12th and Januaty 16th, 2016: 1) [redacted] *, 2) Store Manager, 3) Assistant Manager, 4) Clerk A,5)Clerk B, 6) Clerk C, and 7) Customer.We have concluded the interviews with the individuals, except for Ms S and Customer Based upon and through these interviews, the following has been found and confirmed in regard to the incidents:January 12, 20161.Sometime during the night of January 12, 2016, Clerks A and B overheard a commotion and proceeded to the cosmetic department area where it seemed to be from.Upon ariving at the cosmetic department area, Clerks A and B found that the commotion was an argument between [redacted] and Customer.2.The Customer informed Clerks A and B that [redacted] had opened nail polish bottles and had painted her finger nails.3.The Store Manager was summoned by Clerk A.4.As instructed by Store Manager over the phone, Clerk A first asked [redacted] to stop painting her nails and inf01med her that she must purchase these nail polishes in order for her to use them[redacted] continued to paint her nails.5.When Store Manager physically arrived at the cosmetic department area, [redacted] was nowhere to be seen6.The Store Manager and Clerks A and B located [redacted] at the customer service counter, where the conversation between [redacted] and Store Manager began with a complaint and a certain statement from [redacted] *: 1) [redacted] just received ve1y bad service from Clerk A; 2) Clerk A told [redacted] to pay for the nail polishes that she had used; and 3) [redacted] assumed the nail polishes she had used were all testers for customers to sample.7.Inreply to the 2) above, Store Manager infmmed [redacted] that it was by his instruction to Clerk A that Clerk A had informed [redacted] that she must first make a purchase.To the above 3), Store Manager explained to [redacted] that the store does not have any testers for nail polishes but that, if we did, it would have been stated and labeled on bottles as samples or testers[redacted] felt that "nobody would know if she had used them or not as the bottles were not sealed".Store Manager's response to [redacted] was consistent that the nail polishes must be purchased before use[redacted] finally agreed to pay for the nail polishes when Store Manager warned her that without a purchase, she would be issued a trespass notice[redacted] agreed to pay for the nail polishes that she had used Januruy 16, [redacted] returned to the store, requesting a refund for a coconut skin cream and the nail polishes.There was no receipt for the former, and the latter was the nail polishes that [redacted] had purchased on January 12, 2016.2.At the customer service counter where all the refunds are processed, [redacted] was told by Clerk C that she had been already banned.3.The Assistant Manager was summoned by Clerk C Assistant Manager also thought [redacted] had been already banned from the store, which he found later not to be so.4.The refund for a coconut skin cream was processed despite an absence of its receipt; however, the store would not refund the nail polishes she had previously used, had agreed to pay for, and had paid for.5.The Assistant Manager deemed this was an act of intentional deception and felt it was in the store's best interest to ban [redacted] from the store.Hence, a trespass notice was issued to [redacted] *At the end of the investigation, we have concluded that we owe [redacted] our sincere apology that on January 16, when [redacted] returned to the store for a purpose of requesting certain refunds the store personnel mistakenly regarded her as a customer already banned and said so to [redacted] without any confirmation We have spent this past week to educate store personnel so that we will not repeat the same mistake.In regard to [redacted] *'s claim for the unexcused banning and mandatory purchase, we must report to you that we just were not able to find any facts to support [redacted] *'s claim.MsKelley, please know that serving customer is what we aspire to, and to do so with sensibility and fairness is equally important to us.We take every single complaint or claim from our customersvery seriously, and we try our utmost best to solve it, and at the same time train and educate our personnel accordingly