Runners Corner, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The customer and his wife came in and went through the process of being fitted for shoes. The process went very well and the customer was excited about getting new shoes. When starting the checkout process the customer wished to redeem a gift card. The gift card was swiped at the register and was...

declined. Upon investigation the gift card had a balance of $0. When I told this to the customer he and his wife said that it was purchased in May or June of 2015 as a fathers day gift. I looked in the sales history of both the customer and his wife and found no recent transactions. The last transactions from them were in 2011. I asked if they had a receipt and they said that they had got a receipt but did not have it. I checked the history on the gift card and it showed no activity since 2012. I asked the customer if they could look in their card statement for the amount and then I would proceed forward but there was no transaction found. The customer checked April, May, and June. I checked all cash paid and charged purchases for gift cards in the system and found 4 for the amount of $100 in the time frame specified. All were verified purchases from other customers. The man had left the store before we started looking into bank records to care for his child. I worked through the rest with his wife. We told her that as long as they could find something that verified the purchase we would honor the card. When we couldn't find any record that verified the purchase she said that she would go out and talk to the husband and be right back in. They never came back in. I feel like the situation was handled well with his wife and she felt good about where and what we had done, but her husband had missed all of that because he was not there. We have not acquired a new computer system. We did talk about the possibility that the computer had frozen during the card transaction but even so they said that they had received a receipt. I have never seen this happen, the customer is correct about that. They said they received a receipt with their purchase, and all gift cards receive a receipt in the system as does anything else. I don't think the customer was ever charged and I don't believe that a transaction ever took place in the system. However, I am totally wiling to honor the customers gift card for the value of $100. I was willing to work with the customers on the day that this happened and tried my best to handle the situation professionally. I did not refuse to do anything for them, they just never walked back in after she said she would talk to him and be back. We'll always take care of the customer here but of course we will do our due diligence to try and find the root cause of the problem.