Joe's Jeans

Revdex.com
Viewridge Ave #
San Diego, Ca
To Whom It May Concern:
On the night of February 8th, the evening of the incident with Ms***, the assistant manager at the time, *** ***, called me to inform me of the confrontationAfter
hearing both Ms*** and ***’ statement (Ms*** sent an e-mail to our corporate office and was then read to me), it seems that it was a combination of an associate’s poor choice of wording and a bit of a language barrierEither way, I empathize greatly with *** *** and her friend, ***
Carlsbad Premium Outlets has a VIP Shoppers Program which Joe’s Jeans participates in and that program membership grants members 10% off of their purchase at Joe’s JeansIt is true that Joe’s Jeans at one time gave a Triple A discount, but they stopped when they began accepting the VIP Program discount, according to our Director of Stores
The promotion that was going on at the time was, in essence, an aeventInstead of requiring the customer to be a member of the VIP Shoppers Program, we would give customers two pairs of jeans and a tank top for the exact price of two pairs of jeans, therefore making the tank top a free add onFor inventory purposes we still needed to ring the tank top, but we discounted the two pairs of jeans 10% off eachAt $per denim and $for the tank top, the math adds upThe VIP discount and the tank top promotion could not be combinedEach associate was trained how to word it, so as not to mislead the customer, by telling them before check out how we make the tank to to be free by discounting the denim
Our Part Time Sales Associate, ***, was helping *** and *** that nightWhen the ladies asked if we give military discounts, she told them that we do not but we have the Triple A discount (it was only recently that we found out that we no longer gave Triple A discounts)
When the ladies were being rung up for their purchase, *** was assisting themShe mentioned the tank top promotion and did not realize that *** had already told them about the VIP discountSince neither lady really wanted the tank top but were only taking it because they were under the assumption that it was free on top of the VIP discount, that’s when the miscommunication began
After noticing that the math didn’t add up, the ladies returned to gain clarification*** tried explaining it to them but did not understand that the real miscommunication was that the ladies were told two different promotions by two different people and that they were not able to be combined
*** tried explaining this to them, but all three were beginning to get frustratedInstead of apologizing and acquiescing the customer, *** stood her groundAccording to *** and ***’s e-mail to corporate as well as ***’s Yelp review, *** was cursing at *** and creating a scene*** and *** say that *** never cursed at them, however, *** said otherwise in her e-mail to our corporate office***’s yeling and cursing is what caused *** to call security to have them escorted out of the store
While *** was on the phone with me, explaining the confrontation, *** and *** tried coming back in to the store creating a sceneSecurity immediately escorted them out again
After the incident, I spoke with *** about how she handled the incidentShe maintained that she refused to apologize while the customer was screaming profanities at herI explained how something so small as an apology could go such a long way and she agreedShe also agreed that in the future she would be quicker to apologizeSince write ups and counse***gs need to go from me, to the DM, to HR and back down the chain, there was no formal reprimand for *** since she left the company a few weeks later
I have written an apology letter to *** *** for her and her friend, *** and will be mailing it todayI am inviting them back in to our store so that I may apologize in person in regards to how they were treated during their last visit
Best Regards,
*** ***
Store Manger
Joe’s Jeans //Carlsbad
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Revdex.com and
***,
Thank you very much for
the responseIt was the worst shopping experience I ever had and I am glad
that I finally heard back from Joe’s
After reading the email
from ***, there are a few things I would like to clarify
First, *** and I had
never requested to combine the VIP discount and the top promotionSince the
Part Time Sales Associate, *** told us they offer 10% AAA discount when we
walked in, that was the only thing we wanted.
When we checked out, *** *** said if we check out together, we
can get a free topShe never said one word about if we get the free top then
the 10% discount will be gone! *** is a business owner and she is very sharp
with the numbersThat’s why she asked *** *** why she still charged
the top if it is “free”*** *** kept saying that we got the 10% discount
and free topShe said for inventory purposes she still needed to ring the tank
top but didn’t charge itAll I want to say is it was obviously ***
***’s MISTAKE when she did the register, not any MISCOMMUNICATION AT ALL!
After I re-did the math with ***, she found out that she was wrong about the
total price and said she will refund and redo itThen the real problem
started! Because instead of apologizing for over-charging the customers, she
said “Just to let you know, we don’t give any AAA discountI don’t do it if
you are not a VIP member but I can give you a VIP discount.” Sounded like we
were begging for the discount and she was doing us a huge favor! No customer
would like the way she spoke and the attitude she had for sure! That was the
reason my friend *** got more upset with her
Second, when we told ***
that the Part Time Sales Associate, *** told us there is AAA discount, we
turned to *** to verifyHowever, *** said she had never said thatHow
bad could the customers feel when an employee lies like that? It made us look
like we were lyingIt was terrible for such a young beautiful lady to lie like
that!
Third, I DID NOT YELL
AT ALL until *** called the security and until security came! I was very calm
before that and helped *** redo the mathWhen security came, they requested
*** leave the store which I understandHowever, I told *** “My friend will
leave, but I really think you should apologize to her for your mistakeWe are
all human beings and we all make mistakes but *** can’t leave like this.”
Then *** said” I won’t apologize and I request you to leave tooYou and your
friend are never welcome to this store again!” That was the truth and the whole
story! Of course, I got mad and started to yell at her? What else could I have
done? We held our anger long enough about the terrible service there!!!
Fourth, I asked *** if I
may talk to the store managerShe gave me a cold laugh and told me she was the
store manager! Can you tell how bad she was? I walked out the store then a lady
who either a customer there or works in another store close by told me that
*** wasn’t the store managerShe told me there was another manager for the
storeThat was the reason I went back to the store, okay? It is NOT ACCEPTABLE
that *** said in her email “While *** was on the phone with me, explaining the
confrontation, *** and *** tried coming back in to the store creating a
sceneSecurity immediately escorted them out again.” I told the security guy that *** lied to me
and I need the manager nameThe guy told me at that moment, the best way was
leave the store and write a letter to the corporate companyAnd I did so!
Anyway, it has been a
couple of months since it happened and *** left Joe’s alreadyWhen I share
my bad shopping experience with friends, they all tell me don’t take it too
serious especially with those part time sales peopleHowever, I feel like I
have to especially a brand or a company they make quality jeans which I like so
much! I believe it is not only about the Joe’s jeans but also about Joe’s company
culture! People may not remember the individual sale person’s name but they
will remember Joe’s company name forever when they have bad experience like
that
I do not want to waste
more people’s time to get involved with this issueAll I want is telling people the truth by spending more time writing this emailThank you again for
all the response!
Best,
*** ***