PriceSmart Inc

PriceSmart (Panama) no longer allows on-line buying. The store nearest me is in David, Chiriqui, a long way from Panama City. I want to buy a washing machine and gas dryer, but the PriceSmart in David has nothing. They refused to order the items from one of their stores in Panama City. So I will have to buy my washer and dryer from DoIt Center, Novey, or Casa Gala.

Not allowing online buying is a big mistake by PriceSmart.

Disgusting management and customer relations behaviors.Most of their stores are in latinamerica or third world countries,many social aspects of such places lacks in social fairness
I have never received such disgusting treatment from a business like this one,when regarding a complaint about something management treated me very very poorly
Disgusting behavior from management to be specific the stores in *** are just
rude and beyond abusive,from management to customer care they are unpolite,rude and abusive
I tried to complain and a manager threaten to cancel my membership,treating me less than I deserve....also very mean and rude behaviors.I tried calling corporate offices but they did not take responsibility it seems there is no accountability associated with this business specially in third world countries that are lawless and social structures lack fairness....Shocking and gross behavior from the store managers in the Heroes location
and in both locations in ***,ill treatment and harassing behavior from store employees...the store manager named Osorio called my home to harass me and argue with me..Disgusting....and lawless!!

Review: The Price Smart ExperienceI am an American living in Guatemala with my wife and daughter. We purchased a Genesis Tablet for my daughter at Pricesmart in Fraijanes KM. 20 el Carretera el Salvador on 20/07/13. The screen had lines going through it so we decided to return it 12 days later. What a nightmare. Instead of a refund, store credit or exchange we got some [redacted] that a technician will look at it because it has been more than 7 days. On the website it says- Items that fail to work within 30 days from the date of purchase / receipt can be returned to PriceSmart for a full refund or exchange.I waited an hour at customer service for an answer Im not pleased with. A [redacted] who is half blind can see that the screen has a defect. Anyways what I was told is that is the process. Well Im not happy with the process and how I was treated. I dont really care about the cost of the tablet anymore. What I am pissed at is that I received a defective tablet, waited an hour at customer service, left the device at the store and am wasting my time writing this letter.Desired Settlement: I would like a new Tab not a fixed one. I would like Price smart to follow their return policy.

Business

Response:

Dear Ms. [redacted].

Thank you for your correspondence. We are always concerned whenever any PriceSmart operation anywhere in the world does not meet a member’s expectations.

For clarification, please note that the complaint references the PriceSmart Warehouse Club located in Fraijanes, Guatemala, which is owned and operated by PriceSmart (Guatemala) S.A., a Guatemalan corporation. PriceSmart, Inc., to whom your inquiry was directed, is a Delaware corporation with headquarters in San Diego. No PriceSmart entity conducts retail sales operations in San Diego, California or anywhere else in the 50 United States. All of our sales are abroad.

Nonetheless, given that PriceSmart, Inc. is the parent company of PriceSmart (Guatemala) S.A., and we are always concerned with Member complaints, we did inquire. We determined that the following occurred:

On Friday August 2:

18:24 (time recorded on our security camera) Mr. [redacted] and his wife Mrs. [redacted] approached the membership counter to present their problem regarding the Genesis tablet item 4598. The membership clerk, who is not trained in electronics, and who is asked to verify with the electronics department, called an Electronics Clerk to assist.

18:26 Electronics Clerk checks the tablet, believes it may be a correctable problem but is unsure and seeks a second opinion.

18:29 Electronics Clerk asks Electronic Supervisor for his opinion. They recognize the problem but want to determine first if it may be correctable. They decide that a technician should look at it.

18:44 Electronic clerk comes back and explains to Mrs. [redacted] that there is a need to send the tablet for a technical inspection (as is consistent with PriceSmart Guatemala’s return policy on electronic items). Mrs. [redacted] appears to understand and translates the conversation into English for Mr. [redacted]. Mr. [redacted] appears somber but does not appear to object. A service order was provided.

19:01 Mr. [redacted] and Mrs. [redacted] leave the building.

Saturday August 3

It is determined the tablet is defective. PriceSmart Guatemala’s Warehouse Manager, [redacted], attempted to contact the number provided by the members (which turned out to be Mrs. [redacted]’s phone number). Calls to that phone number resulted in a message saying that the call was forwarded to a different number, which was then answered by voice mail. Mr. [redacted] tried to reach Mrs. [redacted] or Mr. [redacted] directly a few more times that day but without success. Mr. [redacted] then sent Mr. [redacted] an email advising him of the outcome of the inspection by the technician and offering an exchange or refund.

Monday August 5

Mr. [redacted] reaches Mrs. [redacted] by phone. She states that they had seen the email and that she was sorry they could not be reached during the weekend. She indicates she and Mr. [redacted] were out of the city and had no cell coverage where they were. Mrs. [redacted] indicates they would be visiting the Club that afternoon for the refund or replacement. Neither Mr. [redacted] nor Mrs. [redacted] visit the Club that day.

Wednesday August 7

Mrs. [redacted] was contacted in the morning to find out if everything was fine, given that she had not yet returned. She indicated that she was coming that afternoon and that everything was fine.

18:30 (security camera time) Mrs. [redacted] arrives without Mr. [redacted] and requests an exchange. She was checking the new tablet when she changed her mind and requested a refund. She was given a refund and the CD with the backup of the information on the tablet.

Thursday August 8

PriceSmart Guatemala’s Membership Supervisor tried several times to reach Mrs. [redacted] or Mr. [redacted] to do a standard follow up on the return service, but was unsuccessful.

Friday August 9

PriceSmart, Inc. receives an inquiry from the Revdex.com.

If you have any further questions, please feel free to contact me at 858-404-7417.

Sincerely;

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.Hello,

I determined the following occurred:

On the website – My Country is Guatemala

http://www.pricesmart.com/Local/Customer-Service/Returns.aspx It specifically says :

Defective & Damaged Merchandise

Items that fail to work within 30 days from the date of

purchase / receipt can be returned to PriceSmart for a full refund or exchange. Altered merchandise or merchandise

damaged by misuse, accidents, fire, flood, or acts of God, or that failed as a

result of being used on voltages or circuits for which it was not designed or

fluctuating voltages, may not be returned or covered by warranty.

[redacted] - 18:44

Electronic clerk comes back and explains to Mrs. [redacted] that there

is a need to send the tablet for a technical inspection (as is consistent with

PriceSmart Guatemala’s return policy on electronic items). Mrs. [redacted] appears to understand and

translates the conversation into English for Mr. [redacted]. Mr. [redacted] appears somber but does not appear

to object. A service order was provided.

Mr. [redacted] is angry at the fact that he was not immediately given

a full refund or exchange. He was told his item needs technical inspection and

it will take 10 days.

I am objecting to the fact I was not immediately

given a full refund or exchange and instead given a technical inspection.

Why does the Guatemala website say one thing and the store

return policy different?

Mr. [redacted] and the electronics clerk did an excellent job following

your policies and refunded us the money for the piece of crap product.

As an American living in Guatemala the return policy should read that –

Electronic Items that

fail to work within 30 days from the date of purchase / receipt can be returned

to PriceSmart for a 10 day technical inspection.]

Regards,

Disgusting management and customer relations behaviors.Most of their stores are in latinamerica or third world countries,many social aspects of such places lacks in social fairness..

I have never received such disgusting treatment from a business like this one,when regarding a complaint about something management treated me very very poorly...

Disgusting behavior from management to be specific the stores in [redacted] are just

rude and beyond abusive,from management to customer care they are unpolite,rude and abusive.

I tried to complain and a manager threaten to cancel my membership,treating me less than I deserve....also very mean and rude behaviors.I tried calling corporate offices but they did not take responsibility it seems there is no accountability associated with this business specially in third world countries that are lawless and social structures lack fairness....Shocking and gross behavior from the store managers in the Heroes location

and in both locations in [redacted],ill treatment and harassing behavior from store employees...the store manager named Osorio called my home to harass me and argue with me..Disgusting....and lawless!!