AutoNation Nissan Thornton Road

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Greetings,First of all let me simply say that the persons response to my complaint is not stating facts, but merely covering himself and place of business There was no aggression, or unruly language during the exchange of our (my wife and myself) attempt to exchange the merchandise Like I said before, the jersey had not been worn at all and was kept in the gift wrapped packaging at all times, and in the plastic bad the House of Football provided when the jersey was purchased.Yes I did state to the customers inside the store at the time that, "this is how they treat there customers here", and yes I did leave the store when directed to do so and met with some people walking around the parking lot in front of the store The lady Kathleen, did come outside and told me to "leave the premises", at which I responded, this is not your property and I have the right to speak with whom ever I choose No one, and I mean on one can say that my language or that of my wife was anything by respectful, perhaps with some degree of dissatisfaction at the way we were treated by the employees of the House of Football that we communicated with But were not abusive at all Of course the owner and his wife will deny the truth or make thing sound like the matter was our fault That is a no brainer! And I do have witness as to what transpired on that day both inside the store and outsideAs to their threatening to call the police, yes I heard Kathleen make that threat, and I was hoping the police would come so that I would have them as witnesses as to the condition of the jersey as well as the smellThere was not smell at all other than New At this point, I am considering contacting The NFL customer service and advising them of the situation along with statement from people I spoke with And carefully, posting the nature of this situation on Facebook for all other patrons to how the House of Football deals with and threats there customers after they have purchased merchandiseOne more thing, since the purchase of the jersey in question, it has not left the very bag the House of Football provided at the point of sale And nothing has been altered, laundered, added or spared on the garmentIt will stay in that condition until this whole matter is completed to my satisfaction [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

My husband and I would love to appease all
customers; however, in reply to this particular individual and his wife, I
chose to speak to all of our employees who worked on that Sunday,
September 27th
and were involved in the events that took place, because we were forewarned
about this person's behavior and treatment of both our employees and other customersI
also viewed and copied the CCTV footage during the incidentI have several
points to make, all supported by statements and CCTV footage:
First of all, I want to make it clear the easiest
transaction we complete in our store is an exchangeIf a customer brings back
an item in the same condition in which it leaves the store, within the policy
time period, and if we have the replacement item in stock, we exchange it
without problem or questionIf, however, an item comes back to the store less
than perfect, meaning: dirty, covered in deodorant inside the under arms of the
garment, stained, or smelling of dogs, pets, or cigarette or cigar smoke, we
decline the exchange
We have the right to do so, it is printed on
every receipt, and our seasoned employee followed our policyThis policy was
created because we cannot resell any item that is not in its original
conditionThe specialty merchandise we sell is deemed expensive because it is
officially licensed merchandiseWe cannot sell any item less than perfect and,
therefore, new
Granted, this customer’s wife did return to the
store within the time frame required for an exchange, but our seasoned employee
smelled smoke before she even put the jersey to her noseShe has been doing
her job for years, she is beyond well trained, and follows policyTo accuse
her or any one of our employees of lying is simply disrespectful and inane
In addition, this customer failed to mention many
facts about the day, and I will hone in on the most important ones here:
After
this customer’s wife left the store without an exchange, he called a few times
to shout at employeesHe did not ask politely to speak to the ownersHe was aggressive
and loud.In
his complaint, this customer says our prices are high; he in fact states: “My
complaint is that for $a person should be able to have what *** wants to
purchase and not what the business manipulates the customer to be stuck with,”
and therefore a customer should be able to have whatever they wantIt is a
fact, though, for all Dallas Cowboys Merchandising and Nike jerseys we pay half
the price of the customerSo, for his $jersey, we bought it from Dallas
Cowboys Merchandising for $We sell it for $and the tax the
customer pays goes to the state of New MexicoOur prices are not “high” or
unreasonable; rather, it is the fact of the matterOur margins are quite
tight, not unfair, and following the MSRP rules for officially licensed NFL
retailersAnything less than that paid for the same jersey means it is either
stolen, fake, or the player was traded and is available for a discounted
purchaseWe follow policy with our suppliers, and if we did not follow policy,
we would have our account revoked and no longer be permitted to sell NFL merchandise
It is the same situation with customers, in the sense that if they don’t follow
policy, they cannot always get what they want or shop in the stores they wish to purchase from.The
jersey this customer wants to exchange is a Dallsa Cowboys Tony Romo jersey, and that
jersey is among the most popular we sellIn our fan base, Cowboys fans reign
above all the other teams in number, and Romo jerseys sell no matter whatI do
not know where this customer thinks he got his information, but none of my
employees said that the jersey in question is not a good sellerWe can
disprove his statement by showing our Dallas Cowboys Merchandising invoices for
incoming jerseysPlus, it makes no sense to say an item is not a good reseller
if he was asking for an exchange, in which situation, we always take back one
jersey for another as an even trade anywayHow can we not want to take back in
this case, when he was not asking for a return?This
customer further states that we engage in “immoral practices.” But we sell
jerseys and other officially licensed NFL merchandise, and we (like all retail
businesses) have policies to follow or we would never make a profit and be able
to pay our employeesWe don’t do rentals, and we cannot launder our garments
after someone brings them back smelling of smoke or having stains, which is why
we have rules to follow on exchanges and returns in the first placeThis
customer failed to state how he harassed our employees and customers throughout
the dayOur employee that he named in his report phoned the police after the
third time she asked him to leave the premises (and she warned him she would phone the police if he did not leave) because she and the other
employees were unsure of what he would do nextThis customer failed to state how my employees apologized to other customers for
his behavior after he asked others to smell his newly sprayed or laundered jerseyEmployees figured he either sprayed it with Febreze or a similar product or simply washed itIt was unclear what he did to it, but he changed the aroma of the jersey with another product which, again, invalidates the opportunity for an exchange.This
customer asked a newer employee around 3pm on Sunday for the owners’
business card or information, as shown on the CCTV footageIf this customer had emailed or
phoned and spoke with me or my husband, as we are both co-owners, or had he
shown any courtesy and inquired in a polite manner how to get what he wanted, we
might have considered some compensation or alternate resolutionBut when employees in a small, family run
business have to phone the police because employees feel like they or the customers
are threatened or harassed in any way -- that is an entirely different matter The bottom line is this: although we
aim to please every customer, in this case I call forth our right to refuse
service to this customer and his wife because of his aggressive, unruly and
harassing behaviorIn fact, I request this customer and his wife do not return
to either one of our stores again When anyone threatens our business
or our employees or our customers, they lose their right to have an account
with us, much like we as a business would lose our accounts with officially
licensed NFL suppliers if we were not respectful and if we did not follow policy

Complaint: ***
I am rejecting this response because: The House of Football continually refuses to honor their own policy for returned merchandise(referring to the receipt and the underlying policy quote, which is to their advantage as a business in stating "Refunds allowed up to days and exchanges up to days, but only with tags, perfect, unused condition, with package unopened. We do not do rentals." First of all, the jersey did not smell of smoke at all, as witnessed, the jersey was and is unused, with the tags still on it as purchased and in the original plastic bag they placed it in when purchasedAs to the perfect condition, well perhaps that is the loop hole The House of Football and it's employees can use at their discretions, with no recourse to the customer. In the end I may just have to eat the cost of an item that is not wanted. Apparently this does not matter to this place of business, since they made their profit from the sale It does not matter what the customer says or wants for their money, so long as the business gets their money. This is the type of business The House of Football renders to customers and then manipulates their policy and opinions in order not to refund the purchase money or exchange the merchandiseAs to the NFL, I believe the NFL customers service should know of this type of conduct being carried on by The House of Football and perhaps other businesses as well, with Official NFL merchandise the fans rely onI will continue to notify as many people as possible regarding The House of Football and their practicesIncluding talk shows on the radio stations, and any other means available to me to speak to patronsI am checking into the informational avenue of Face Book to let people know of The House of Football's treatment of customers and their manipulative practices.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: [redacted] 
I am rejecting this response because:
Regards,
[redacted] Greetings,First of all let me simply say that the persons response to my complaint is not stating facts, but merely covering himself and place of business.  There was no aggression, or unruly language during the exchange of our (my wife and myself) attempt to exchange the merchandise.  Like I said before, the jersey had not been worn at all and was kept in the gift wrapped packaging at all times, and in the plastic bad the House of Football provided when the jersey was purchased.Yes I did state to the customers inside the store at the time that, "this is how they treat there customers here", and yes I did leave the store when directed to do so and met with some people walking around the parking lot in front of the store.  The lady Kathleen, did come outside and told me to "leave the premises", at which I responded, this is not your property and I have the right to speak with whom ever I choose.  No one, and I mean on one can say that my language  or that of my wife was anything by respectful, perhaps with some degree of dissatisfaction at the way we were treated by the employees of the House of Football that we communicated with.  But were not abusive at all.  Of course the owner and his wife will deny the truth or make thing sound like the matter was our fault.  That is a no brainer!  And I do have witness as to what transpired on that day both inside the store and outside. As to their threatening to call the police, yes I heard Kathleen make that threat, and I was hoping the police would come so that I would have them as witnesses as to the condition of the jersey as well as the smell. There was not smell at all other than New.  At this point, I am considering contacting The NFL customer service and advising them of the situation along with statement from people I spoke with.  And carefully, posting the nature of this situation on Facebook for all other patrons to how the House of Football deals with and threats there customers after they have purchased merchandise. One more thing, since the purchase of the jersey in question, it has not left the very bag the House of Football provided at the point of sale.  And nothing has been altered, laundered, added or spared on the garment. It will stay in that condition until this whole matter is completed to my satisfaction. [redacted]  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

I never mentioned that you used "unruly language" in my first reply, which you mention in your second response. I referred to your behavior toward customers and my employees, and I merely quoted some of your words directly from your complaint. Everything I wrote in my reply to your complaint is based on the facts of how our business operates, our policies, CCTV footage, and what our employees told me from the day in question. We exchange any item that is returned to the store in the same condition in which it left. I have already explained everything in my initial response in detail regarding why we cannot exchange yours. The employee you continue to name in your complaint has been with us for 15 years. She knows what she is doing. You say you intend to contact the NFL customer service, which I do not understand. We are a private, small, and family run business. We are in no way connected with the NFL. We are a retail business that sells officially licensed NFL merchandise from authorized manufacturers.. The NFL is its own entity. We are not affiliated with it. As stated in my first reply, although we would love to appease everyone, in this case we clearly will not be able to do so.Sincerely, Sue H[redacted], Co-OwnerHouse of Football