Kleen N' Hard Sports

My son had traded in his old hockey equipment to Kleen N' Hard Sports to which he received a store credit of $124.00. A couple of weeks later we went back to the store to buy a new pair of shin pads that cost $64.95. When I said that we wanted to use our store credit I was told I could only use $20.00 of the $124.00 towards the purchase. The [redacted] told me that due to cash flow purposes I could not use my store credit towards the full purchase price. The [redacted] told me that this was his store policy, which was not told to us when my son traded in his equipment and this policy is not posted in the store or on there web site.Desired SettlementI would like to use my full store creditBusiness' Initial Response On Sunday August 18, 2013 I, [redacted], the [redacted] called the customer and left him a message apologizing for not considering granting an exception where he evidently hadn't been told that our policy is that one can pay for up to half of their purchase with store credit. (In the report the customer misunderstood that he could only use $20 where he was told he could pay for half ($34) of the purchase with store credit but that's a minor point. I also stated on the message that I forgave him for stating off-base comments (about it being "like stealing" from him. I told him that I would be happy to give him his traded-in equipment back.) On the message I also stated he is welcome to come in the store anytime, that thanks to [redacted], I forgive him and it sets me free to carry no ill will towards the customer. I also thanked him for the constructive feedback as it will help us to improve the process. After the customer had left the store I reemphasized to the sales associates to make sure we explain the policy upfront before they trade in the equipment. The store credit policy was previously printed inside a brochure on the counter but I have since updated the website and have posted signs in the store that state "Pay for up to half of your purchase with store credit! Purchases of less than $20 can be paid in full with store credit! Ask a Kleen 'n Hard Sports Associate or see our brochure for further details."

My son had traded in his old hockey equipment to Kleen N' Hard Sports to which he received a store credit of $124.00. A couple of weeks later we went back to the store to buy a new pair of shin pads that cost $64.95. When I said that we wanted to use our store credit I was told I could only use $20.00 of the $124.00 towards the purchase. The [redacted] told me that due to cash flow purposes I could not use my store credit towards the full purchase price. The [redacted] told me that this was his store policy, which was not told to us when my son traded in his equipment and this policy is not posted in the store or on there web site.Desired SettlementI would like to use my full store creditBusiness' Initial Response On Sunday August 18, 2013 I, [redacted], the [redacted] called the customer and left him a message apologizing for not considering granting an exception where he evidently hadn't been told that our policy is that one can pay for up to half of their purchase with store credit. (In the report the customer misunderstood that he could only use $20 where he was told he could pay for half ($34) of the purchase with store credit but that's a minor point. I also stated on the message that I forgave him for stating off-base comments (about it being "like stealing" from him. I told him that I would be happy to give him his traded-in equipment back.) On the message I also stated he is welcome to come in the store anytime, that thanks to [redacted], I forgive him and it sets me free to carry no ill will towards the customer. I also thanked him for the constructive feedback as it will help us to improve the process. After the customer had left the store I reemphasized to the sales associates to make sure we explain the policy upfront before they trade in the equipment. The store credit policy was previously printed inside a brochure on the counter but I have since updated the website and have posted signs in the store that state "Pay for up to half of your purchase with store credit! Purchases of less than $20 can be paid in full with store credit! Ask a Kleen 'n Hard Sports Associate or see our brochure for further details."