Complaint Category: Inappropriate behavior by customer service personnel
Complaint: I didn't receive items purchased at their store. Called and received no response. Sent email and received rude response in return.
I visited Beachwave Beachwear at 5490 Atlantic Ave in Cocoa Beach FL on 10/16/13 11:58am. I purchased 7 items for a total of $39.17. I used my MasterCard for purchase.
While I was checking out, I was still looking at the items around the register, not watching the employee. I signed my credit card slip and took my bag and left. I tied the handles of the shopping bag in a tight knot, and placed it in my bag. My party went to the beach and straight back to our hotel in Orlando. Once back at my hotel, I opened my bag to look at my items. That's when I noticed that I was missing 3 bracelets($1.99/each). I immediately called the store (it was 8:51pm) and left a voicemail (phone number from my receipt: XXX-XXX-XXXX).
I didn't hear back from the company so I sent an email. I received a rude and intimidating response yesterday blaming the error on my "careless" actions. I will not be bullied by this manager or this company. I'm incredibly upset by the way I was spoken to. I don't want other tourist to be taken advantage of like I was.
Initial Business Response
******* did purchase said items in our store.
******* did not leave us a voice mail.
******* claims the items were not in her bag. First time we heard of this claim was via email on October 26, 10 days after her purchase. The email that was sent was very disrespectful to our staff and to our business ethics. This is quoted from her email "I have a feeling it's a good way to take advantage of out of state tourists" "I don't like being taken advantage of".
We are a very reputable company and have been in business for over 20 years, and we do not take advantage of anyone, ever. we do not take these allegations lightly. The email response from our company was short and very respectful (can supply if needed).
******* story differs from this complaint and from the email that we received. In the email sent to us she did not mention that she was staying in Orlando, again this is from her email " Since I was only in the area for work, I didn't have time to come back to the store to figure things out".
******* should not have been careless and should have returned to the store immediately.
We do go the extra mile any time an item that was purchased is forgotten we keep it up front, if the item is not claimed within a week we put it back out. I do not recall anyone forgetting 3 bracelets.
We will not and cannot be held responsible for items that are claimed forgotten in our store, for all we know she lost it somewhere else.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Sorry, response is not accepted. They are implying I'm lying about leaving a voicemail on 10/16. I would love to provide you with my phone records in efforts to resolve this complaint. I can also send you an original copy of my email, along with the Beachwave's response. I have nothing to hide. When I didn't hear back from the company via phone call after a week, I was a bit upset. Yes, I like others, get upset when concerns aren't addressed (especially when I'm not local and unable to confront the situation head on). I felt taken advantage of and didn't feel an email would get a response either.
Unfortunately, not even an "I apologize for the situation" was offered. A simple, "I'm sorry for your stress" or "I'm sorry you feel this way" would have appeased the situation. I'm sorry. Their response doesn't justify or close this situation. (Which is too bad because I really enjoyed the store. I've gotten a few compliments on the dress I also purchased and I was quick to promote their business for them.). Instead, they are pointing their finger at a "careless" customer.
Again, please let me know how to submit my phone records since the issue of the phone call seems to be the primary root of the issue.
Final Business Response
This is quoted from our original email response " I am sorry to hear that you forgot your purchased items at our store". As you can see we offered an apology at the beginning of our email.
Obviously ******* is frustrated about this situation, which I can understand. What I can't understand is why does she expect beachwave to assist her if from her first email she doubted our business ethics and tried to claim that we take advantage of out of state tourists.
I will be willing to help ******* and send her 3 bracelets at no cost to her. All I ask in return is that she apologizes for her statements and admits that this cause was not attributable to our company.
I would have offered this resolution from *******'s first email if she had not implied that I run unethical business, to which I took offence.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.