Joe's Jeans

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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
[redacted],
Thank you very much for
the response. It 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 [redacted], there are a few things I would like to clarify.
First, [redacted] and I had
never requested to combine the VIP discount and the top promotion. Since the
Part Time Sales Associate, [redacted] told us they offer 10% AAA discount when we
walked in, that was the only thing we wanted. 
When we checked out, [redacted] said if we check out together, we
can get a free top. She never said one word about if we get the free top then
the 10% discount will be gone! [redacted] is a business owner and she is very sharp
with the numbers. That’s why she asked [redacted] why she still charged
the top if it is “free”. [redacted] kept saying that we got the 10% discount
and free top. She said for inventory purposes she still needed to ring the tank
top but didn’t charge it. All I want to say is it was obviously [redacted]’s MISTAKE when she did the register, not any MISCOMMUNICATION AT ALL!
After I re-did the math with [redacted], she found out that she was wrong about the
total price and said she will refund and redo it. Then 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 discount. I 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 [redacted] got more upset with her.
Second, when we told [redacted]
that the Part Time Sales Associate, [redacted] told us there is AAA discount, we
turned to [redacted] to verify. However, [redacted] said she had never said that. How
bad could the customers feel when an employee lies like that? It made us look
like we were lying. It was terrible for such a young beautiful lady to lie like
that!
Third, I DID NOT YELL
AT ALL until [redacted] called the security and until security came! I was very calm
before that and helped [redacted] redo the math. When security came, they requested
[redacted] leave the store which I understand. However, I told [redacted] “My friend will
leave, but I really think you should apologize to her for your mistake. We are
all human beings and we all make mistakes but [redacted] can’t leave like this.”
Then [redacted] said” I won’t apologize and I request you to leave too. You 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 [redacted] if I
may talk to the store manager. She 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
[redacted] wasn’t the store manager. She told me there was another manager for the
store. That was the reason I went back to the store, okay? It is NOT ACCEPTABLE
that [redacted] said in her email “While [redacted] was on the phone with me, explaining the
confrontation, [redacted] and [redacted] tried coming back in to the store creating a
scene. Security immediately escorted them out again.”  I told the security guy that [redacted] lied to me
and I need the manager name. The guy told me at that moment, the best way was
leave the store and write a letter to the corporate company. And I did so!
Anyway, it has been a
couple of months since it happened and [redacted] left Joe’s already. When I share
my bad shopping experience with friends, they all tell me don’t take it too
serious especially with those part time sales people. However, 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 issue. All I want is telling people the truth by spending more time writing this email. Thank you again for
all the response!
Best,
[redacted]

Review: On Feb 8th, 2014 around 7PM. When my friend [redacted] and I walked in there were two employees in the store. We asked the younger lady if they give military discount. She said no but they give Triple A members 10% discount.When we were checking out, another lady at the register said if we buy two pairs of jeans on one transaction we can get a free $19.99 value top. We decided that I pay two pairs of jeans by my credit card and [redacted] give me cash. Those jeans were $99.99 each. With 10% triple A discount was $89.99 each. Plus 8% CA tax should be $97.18 each. Two pairs total should be $194.37. However, [redacted] charged my credit card for $215.97. We found out [redacted] said the top was free but she still charged us. We had a hard time to get refund because [redacted] kept saying she didn't charge the top. Those are from CA TAX. After argue with [redacted] she said " Fine, I will give you refund! I can start over. However, just let you guys know, we DO NOT give triple A discount. I give you 10% off as VIP members. Usually, you need to go register your VIP member first!" I was shocked that [redacted] didn't apologize for her mistake. Not only that, she sounded like she was doing us a huge favor by giving us "VIP" discount. I know all human being make mistake but instead of apologizing, [redacted] asked [redacted] to leave the store. I was still going to buy my jeans however I told [redacted]" If I were you, I would apologize." Then she asked me to leave the store. I had no reason to leave since I didn't do anything wrong. I asked for store manager and she gave me a cold laugh said she was the manager. Security came. Of course nothing they could do. I did sent an email to Joe's customer service.Desired Settlement: I request [redacted] apologize to [redacted] and me in writing for her terrible customer service, trying to over charge us and her lies about Triple A discount! I called another Joe's outlet store. They do give triple A discount all the time.

Business

Response:

Revdex.com

4747 Viewridge Ave #200

San Diego, Ca 92123

To Whom It May Concern:

On the night of February 8th, the evening of the incident with Ms. [redacted], the assistant manager at the time, [redacted], called me to inform me of the confrontation. After hearing both Ms. [redacted] and [redacted]’ statement (Ms. [redacted] 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 barrier. Either way, I empathize greatly with [redacted] and her friend, [redacted].

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 Jeans. It 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 add-on event. Instead 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 on. For inventory purposes we still needed to ring the tank top, but we discounted the two pairs of jeans 10% off each. At $99.99 per denim and $19.99 for the tank top, the math adds up. The VIP discount and the tank top promotion could not be combined. Each 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, [redacted], was helping [redacted] and [redacted] that night. When 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, [redacted] was assisting them. She mentioned the tank top promotion and did not realize that [redacted] had already told them about the VIP discount. Since 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. [redacted] 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.

[redacted] tried explaining this to them, but all three were beginning to get frustrated. Instead of apologizing and acquiescing the customer, [redacted] stood her ground. According to [redacted] and [redacted]’s e-mail to corporate as well as [redacted]’s Yelp review, [redacted] was cursing at [redacted] and creating a scene. [redacted] and [redacted] say that [redacted] never cursed at them, however, [redacted] said otherwise in her e-mail to our corporate office. [redacted]’s yeling and cursing is what caused [redacted] to call security to have them escorted out of the store.

While [redacted] was on the phone with me, explaining the confrontation, [redacted] and [redacted] tried coming back in to the store creating a scene. Security immediately escorted them out again.

After the incident, I spoke with [redacted] about how she handled the incident. She maintained that she refused to apologize while the customer was screaming profanities at her. I explained how something so small as an apology could go such a long way and she agreed. She also agreed that in the future she would be quicker to apologize. Since write ups and counse[redacted]gs need to go from me, to the DM, to HR and back down the chain, there was no formal reprimand for [redacted] since she left the company a few weeks later.

I have written an apology letter to [redacted] for her and her friend, [redacted] and will be mailing it today. I 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

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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

[redacted],

Thank you very much for

the response. It 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 [redacted], there are a few things I would like to clarify.

First, [redacted] and I had

never requested to combine the VIP discount and the top promotion. Since the

Part Time Sales Associate, [redacted] told us they offer 10% AAA discount when we

walked in, that was the only thing we wanted.

When we checked out, [redacted] said if we check out together, we

can get a free top. She never said one word about if we get the free top then

the 10% discount will be gone! [redacted] is a business owner and she is very sharp

with the numbers. That’s why she asked [redacted] why she still charged

the top if it is “free”. [redacted] kept saying that we got the 10% discount

and free top. She said for inventory purposes she still needed to ring the tank

top but didn’t charge it. All I want to say is it was obviously [redacted]’s MISTAKE when she did the register, not any MISCOMMUNICATION AT ALL!

After I re-did the math with [redacted], she found out that she was wrong about the

total price and said she will refund and redo it. Then 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 discount. I 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 [redacted] got more upset with her.

Second, when we told [redacted]

that the Part Time Sales Associate, [redacted] told us there is AAA discount, we

turned to [redacted] to verify. However, [redacted] said she had never said that. How

bad could the customers feel when an employee lies like that? It made us look

like we were lying. It was terrible for such a young beautiful lady to lie like

that!

Third, I DID NOT YELL

AT ALL until [redacted] called the security and until security came! I was very calm

before that and helped [redacted] redo the math. When security came, they requested

[redacted] leave the store which I understand. However, I told [redacted] “My friend will

leave, but I really think you should apologize to her for your mistake. We are

all human beings and we all make mistakes but [redacted] can’t leave like this.”

Then [redacted] said” I won’t apologize and I request you to leave too. You 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 [redacted] if I

may talk to the store manager. She 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

[redacted] wasn’t the store manager. She told me there was another manager for the

store. That was the reason I went back to the store, okay? It is NOT ACCEPTABLE

that [redacted] said in her email “While [redacted] was on the phone with me, explaining the

confrontation, [redacted] and [redacted] tried coming back in to the store creating a

scene. Security immediately escorted them out again.” I told the security guy that [redacted] lied to me

and I need the manager name. The guy told me at that moment, the best way was

leave the store and write a letter to the corporate company. And I did so!

Anyway, it has been a

couple of months since it happened and [redacted] left Joe’s already. When I share

my bad shopping experience with friends, they all tell me don’t take it too

serious especially with those part time sales people. However, 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 issue. All I want is telling people the truth by spending more time writing this email. Thank you again for

all the response!

Best,