Good Samaritan Thrift Store Reviews (%countItem)
Good Samaritan Thrift Store Rating
Address: 281 10th Street, Crossville, Tennessee, United States, 38555
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Cumberlandgoodsamaritans.com
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On 1-28-2020, my daughter, *** purchased a Samsung tv from Good Samaritan's on my behalf for $50. (Tv only, no remote) The tv had a sticker on it (common at this particular Good Samaritan Store) that read 'Tested and Works'. It had the initials of (presumably) the person who tested the tv and the date it was tested. Today, Feb. 18, I had cable installed and it was the first opportunity I had to see if the tv actually worked...it didn't. The *** tech tested the tv and confirmed that it wasn't a 'good? tv. The display had only squiggly colored lines and it made a loud screeching noise. *** & I took the tv back to the store, but were denied any type of refund or store credit. The lady to whom we spoke said it had been 'a month'...it was actually three weeks, although I don't see what that had to do with anything, it is true that they have a 'no refund or exchange? sign posted, however, it seems to me that the 'tested & works? sticker constitutes a warranty and I believe the warranty should be honored. *** shops at this store very often. I'm not as frequent shopper, but have purchased quite a few things there myself. I would have thought they would at least have attempted to resolve this issue as a matter of good customer service. After having been refused any type of resolution, we took the tv back to the donation bay and the gentleman there agreed to at least dispose of the tv for us.
Product_Or_Service: Samsung tv
Refund Ideally, I would like a refund. I didn't intentionally drag my feet on returning. I had to wait until I had my finances arranged before I could get cable. Again, I don't see what three weeks from the time of purchase has to do with eligibility for refund. The tv was brought directly to my house when it was bought and was inside a heated house until we put it in the car to return it. If refund simply isn't possible, I would be satisfied with store credit.
This is in response to a complaint made by a customer regarding a return or refund that she was denied for a television that she stated did not work. Our maintenance department tests donated televisions to the best of their ability before they are priced and put on the store floor. If the condition is questionable, we will dispose of them. We apologize that she had a bad experience. When reading her complaint, we found a couple of procedures that were not followed by staff. The first being a cashier spoke to her about the problem, but should have called on a supervisor to handle it. Secondly, the television should have been retested while she was here to confirm that it did not work. Once that was verified, administration should have been consulted to determine the outcome. Given the customer's explanation and verification that the television did not work, a refund or store credit should have been offered at that time.
We appreciate her notifying your department so that hopefully we can come to a satisfactory resolution. We are a non-profit, established over 35 years ago in this community, with a mission to help those here in crisis. We are able to do that with the proceeds generated in our thrift store. Without our loyal customers that would not be possible. This has given us an opportunity to revisit policy and procedures with staff in order to provide the best customer service we possibly can. This can be a challenge as we are dealing with used merchandise. We have a no refund, no return policy because of this. We try our best to price accordingly and ensure to the best of our knowledge that something is in working order when priced.
We would like the opportunity to talk with the customer and rectify this issue. If you would, please have her contact us at (XXX) XXX-XXXX at her earliest convenience so that we can discuss a refund or store credit for her, whichever she prefers.