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Gary Spear Agency

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Reviews Gary Spear Agency

Gary Spear Agency Reviews (2)

I appreciate the opportunity to respond to this complaint, as you stated there are two sides to every story and I will provide our view of these interactions with the ***’This incident occurred at the Brookfield
franchised location of Fava Tea Company at 17115-G W Bluemound Rd., Brookfield, WisconsinOn Mr***’s first visit he spoke with my daughter *** who has worked in the shop since we opened three years ago. It is my understanding that Mr *** was looking for a stove top kettle, which we do have one model in the storeThis was shown to him, but he selected a teapot even after it was explained that it could not be used on the stove top. I was on the sales floor and talked with Mr *** as he was checking out and agitated that he was not able to use a Visa Gift Card for his purchase as the card had declined. I explained that there must not be enough on the card for the total purchase. He did not know the amount on the card so we suggested he used another form of payment. He was agitated that we could not use the Visa Gift Card and did not understand why we could not. He did use a personal credit card to complete the purchase. *** believes she did explain our return policy including the in store credit*** is currently a junior in college. She is very knowledgeable of our tea, tea ware and in store policies. We are not commission based sales and are not pushy by design and practice, we merely suggest based on our knowledge and experience. She has no reason to intentionally deceive or behave rudely toward the ***’ and it is simply not her natureIn addition our Return Policy is posted prominently at both registers, within the store, on the bottom of the sales receipt and on the website. We are very open and up front about itWhen Mrs*** and her daughter arrived on January 17th, to return both tea and tea ware it was explained that we were unable to return tea because it is a food grade product (information that is included in our Return Policy posted throughout the store and on the receipt .) but explained we would accept the return on the teapot in the form of an in store credit. *** worked with Mrs*** explaining and demonstrating various optionsAll her explanations were met with yelling, sarcasm and rude put downs*** felt very much bullied by her behavior Part of the problem is that the specific product she was looking for is either rare or does not exist because loose leaf tea is normally not steeped in the pot as it is brought to a boil. Mrs***’s adult daughter was also pointing out all the places in the store we have our return policy and confirming what we were saying was trueShe appeared to be embarrassed by her Mother’s behaviorShe then called her husband and handed the phone to *** to speak with him. She again explained the return policy and he screamed through the entire call expressing his angry opinion about this and asked for the store manager. He then spoke with ***, was rude, angry, screaming and threatening to come down there right now he was so mad, and also stating that he was going to come in and “raise ***”. They were both shaken and scared after his angry rants and threatsDuring this time the store had at least other customer and young children waiting in the store for assistance as well. *** returned the phone to Mrs *** and not knowing what else could be said or done and not wishing to be subjected to her harsh words and attitude, began helping other guests. They were still working with other guests that had been waiting in the store when Mrs *** began yelling and swearing in a very loud voice using the “f” word repeatedly with small children in the store. I think it is very telling that the many guests in the store during this encounter, first hand witnesses to both our behavior and Mrs ***, chose to console both *** and *** for the behavior they had just endured. They also commended them for their composure. I don’t think this would have been their attitude had my staff acted in the rude or unprofessional manner that has been suggested by the ***’The ***’ repeated threatened to trash us on social media until they got what they wanted. In addition they threatened to report us to “Corporate”, Federal agencies, Revdex.com, etcMr*** did come in to speak with me directly on January 18th, 2016. He arrived angry and demanded to know if I was going to do anything. I explained we applied this policy fairly to all. We did not discriminate and disregard the return policy for those that berate and threaten us and for those that are respectful and kind uphold the policy. I did ask Mr*** if he had asked if we did in store credit since he indicated that it is a very hot topic for himself. He replied he had notWhen he angrily raised the bagged boxes of products I was unsure if he was going to assault me with them. I really at that point just wanted him out of the store until he could conduct himself in a more even tempered mannerThe offer of in-store credit for the teapot is still available, we would be willing to extend that to days past purchase in the hopes of providing a cooling off periodPlease see the full explanation of our policy we have at Fava Tea Company for all retail stores, and was re-iterated in recent correspondence with Mrs ***. This can also be viewed at http://favatea.com/index.php/fava-tea-locations Loose Leaf Tea At Fava Tea Company, we want all of our guests to be confident that when they buy tea from us that it is in perfect condition, new and untarnished, and as fresh as possibleAll of our products are handmade with the unique character that the individual craftsman and growing field add to it. Because of this and loose full leaf tea being a food-grade product, we cannot accept returns or exchanges of loose leaf tea. We offer our tea in quantity starting at one ounce to sample the tea without committing to a large quantity or expensive tins. We will also replace the tea (up to ounces) within days of purchase if the quality is not to our high standardTea Brewing Vessels The same holds true for tea-brewing vessels (such as tea pots or infusers) as the loose leaf tea. However, as long as the teaware item is returned unused and not damaged within days we will issue an in-store credit. Being a small business, offering in-store credit for returns is the only way we can offer the wide selection at competitive prices for the premium and unique tea brewing vessels. Please note that we did deviate from industry-standard within premium loose leaf tea providers of no returns for teawares. We are happy to be one of a few providers that offer in-store credit as a service to our guestsHow We Communicate Our Policy We also want to make sure that all of our guests understand our policy. Because of this, we post our policy at our registers in plain, clear sight as well as a posting elsewhere in the store visible to guests browse our selectionWe also post our policy on our website to view before coming to the store. Finally, we also remind and confirm with our guests of our policy at the bottom of every receipt for the purchase. We also try to make a point, to the best of our ability, of verbally reminding those who are purchasing items for gifts

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I know this business is and most specifically is not stating things accurately at all. I know for a fact that yes my husband did go in looking for a teapot that goes on the stove however he stated he was looking for a decorative teapot and the clerk pointed out they only had one that went on the stove and it was not decorative. He also clearly stated he did not think what she recommended was going to work for me so if the clerk would have stated the return policy at that time he definately would have told me I need to go there and look because of their return policy and he would not have made the purchase. It is quite obvious that this business does not stand behind their products or their customers and I would very much like it if the complaint would stay on file for those people who look into buying from stores lilke this before making a purchase.
I
Regards,
[redacted]

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