The Fit Factory

Our printed policy is very clear: "In Shape City Members receive 10% off your purchase on items priced $20 or greater"....(some restrictions apply, must show your key fob & request discount from cashier prior to sale being rang in). This bright yellow sign is posted in 4 different locations in...

the retail store including the cashier station. The cashier told the customer correctly. He then lied to her and claimed he was one of my personal training clients, insisting that she call me, after as she describes it he "threw a fit". As in ANY business, the retail customer does not have immediate access to the business owner, however Mr. [redacted] had put the cashier in an uncomfortable situation and she did not wish to upset a training client, thus she called me. I was in a meeting with my lawyer, a costly meeting at that, and did not feel it was fair that the customer would be so demanding over $2, which I stated to him as I reaffirmed our policy and told the customer, Mr. [redacted], that the cashier was correct. After Mr. [redacted] proceeded to tell me how I should and shouldn't run my business, he hung up on me before I could extend a gratuity to keep him happy. I do not wish to have Mr. [redacted] as a customer any further as his demands and expectations are unreasonable and I refuse to have people in my shop making the staff feel uncomfortable without cause.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. After my original complaint the owner took actions to update his posted discount policy. This is the response that I recommended to him in our original conversation. I thank you for your consideration on the matter.

Review: I purchased two items at Fit Factory. One item was priced at $34.95 and the other at $19.95 plus tax. A discount of 10% was advertised for purchases over $20. When I looked at the receipt from my purchase I realized only $3.49 was discounted as opposed to $5.48 ($3.49 + $1.99). I asked the associate why wasn't the total transaction discounted 10%. She responded that it is only applicable to items $20 or more. I looked around and the posted policy stated the "purchase" must be $20 or more not each item. I asked for her to call the owner/manager, [redacted]. She called him and he was annoyed at being interrupted. She passed the phone to me and I explained the situation. He got upset and wanted to argue. He stated, "You're interrupting me over $2.00. I'm in a meeting!" He provided no means of fixing the issue. I wanted to return the purchase items but there was a posted sign for "no refunds." I had been a customer for the past three years.Desired Settlement: I feel that either the manager/associates need to be better trained at handling customer issues. Also a clearer explanation should be offered on their posted discount policy. If in fact each item should be over $20 regardless of the total purchase it should be stated clearly.

Business

Response:

Our printed policy is very clear: "In Shape City Members receive 10% off your purchase on items priced $20 or greater"....(some restrictions apply, must show your key fob & request discount from cashier prior to sale being rang in). This bright yellow sign is posted in 4 different locations in the retail store including the cashier station. The cashier told the customer correctly. He then lied to her and claimed he was one of my personal training clients, insisting that she call me, after as she describes it he "threw a fit". As in ANY business, the retail customer does not have immediate access to the business owner, however Mr. [redacted] had put the cashier in an uncomfortable situation and she did not wish to upset a training client, thus she called me. I was in a meeting with my lawyer, a costly meeting at that, and did not feel it was fair that the customer would be so demanding over $2, which I stated to him as I reaffirmed our policy and told the customer, Mr. [redacted], that the cashier was correct. After Mr. [redacted] proceeded to tell me how I should and shouldn't run my business, he hung up on me before I could extend a gratuity to keep him happy. I do not wish to have Mr. [redacted] as a customer any further as his demands and expectations are unreasonable and I refuse to have people in my shop making the staff feel uncomfortable without cause.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. After my original complaint the owner took actions to update his posted discount policy. This is the response that I recommended to him in our original conversation. I thank you for your consideration on the matter.