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February 15, 2016

Complaint on Chrishell, Buckhead Atlanta Store Manager

This complaint is on Chrishell, Buckhead store manager in reference to a situation that occurred at the Atlanta โ€“ Buckhead Bed Bath and Beyond store on February 12, 2016. At the time I wanted Bed Bath & Beyond to refund my $691.19 to my card after the Buckhead store manager Chrishell, claimed that she didn't charge anything to my card. But why did I have a $691.00 charge from Bed Bath Beyond to my card? I also received an email confirmation from Bed Bath Beyond for the order of which I was charged.

Here is a summary of what happened. I also have the event in full detail later in this letter:

The manager, Chrishell, placed my online order on their computer. Chrishell said the billing address didn't match and told me that my card was not charged. She told me to go pay at the register & assured me that she didn't charge my card at the computer. But my credit card company shows that it DID go through the first time when Chrishell ran it and showed that I have a charge of $691.19 from Bed Bath & Beyond. Even after I explained this, she still kept saying that she KNOWS she did not charge my card. Chrishell would not do anything further to look at this further or investigate the situation.

The cashier, Kel, should be the store manager because he was sincere, tried to help, & explained the process. Kel should be the manager because he showed more care and consideration than Chrishell did. Chrishell actually showed none. Kel actually tried to help by listening to me and investigating the problem. He pulled up the order on the computer, explained their process and asked me if I had gotten an email confirmation. Chrishell did NONE of this. Chrishell did the opposite by continually trying to get rid of me (by telling me what she KNOWS about their computer system) to support that she KNOWS that my card was not charged. Chrishell completely disregarded what I was trying to explain... Instead of actually listening to me and investigating the problem like Kel did. Kel even apologized for my inconvinence. Chrishell did not apologize. When I confronted her after working with Kel, Chrishell only defended her own actions. Chrishell told me that she could not assist me or come over to check on Kel and I because she is the manager and had to run the store. She had time to make the order (& take my money) but no time to address a problem with the order. (It was early, a weekday, and store was almost empty). I told Chrishell that she was standing in the same spot looking idle from the time Kel first started helping me till when he finished. She never came over to check on us. As Kel walked me to the door to leave, I saw her standing there in that same spot. She did not move to come over to see how things went, the outcome of the situation. She honestly did NOT care.

Chrishell had time to make the order but NOT to address the problem with the order. She wasn't concerned about asking me anything. Chrishell didn't take time to investigate that I actually received an order confirmation via email. Kel did that. When I initially told her the problem, Chrishell just turned me away repeating that she KNOWS that my order didn't go through and that my card was not charged because the computer said that the billing address didn't match. Chrishell acted as she didn't believe me when I said that my card had been charged according to my credit card company. After talking to Kel, I left the store but decide to go back inside to tell Chrishell my concerns about her. She was not apologetic. She only defended her actions and told me that she couldn't help me because she has to run the store. (It was an empty store, early, on a weekday โ€“ I might add). She asked what did I want her to do. I told her that I want to get my money refunded of course. She told me that every little penny counts. Excuse me, but I have almost $700 charged on my card by Bed Bath & Beyond but you claim that you did not charge my card. Even though I received an emailed confirmation of the order. Obviously Bed Bath & Beyond has made a mistake on their part. As a customer, I shouldn't have to go through all this. I will Never shop at Bed Bath & Beyond again. The charge has dropped off as of 2/14/2016. Iโ€™m not sure if the removal authorization by customer service fixed or what. She as the manager may see me as just a number and not an individual who has a life and family. My time and money is important. I didnโ€™t foresee that when I visited Bed Bath Beyond to do some shopping, that I would leave frustrated with almost $700 charge to my card and no product to show for it. Also I left, (Chrishell let me leave out the store) without a manager to reassuring me that I would get my money refunded back to my card. I had to go back into the storeโ€ฆ to tell her how I felt and almost beg for her, as the manager, to follow up with me. Kel was nice, but he is not the manager. I told her that Kel should be the manager. I see Bed Bath and Beyond has little regard for customers being actual people with actual lives. They just see us as a numberโ€ฆ as a dollar sign $$. In other words, I see Bed Bath & Beyond managers donโ€™t care about their customers. I had to ask Chrishell to care. Otherwise, she wouldnโ€™t have asked me, what did I want her to do. Also I would not have had to make a special trip back into the store to ask her to follow up with me on this situation. This complaint is mainly about the manager Chrishell at this point. But Iโ€™m also not over the situation with my money. Iโ€™m scared to use my credit card at Bed Bath and Beyond, especially for online orders.

For a complete detailed explanation of what occurred please read below:

On Friday, February 12, 2016 at 11:53am mgr, Chrishell, suggested and made an IN-STORE Online order for $691.19 for a All Clad Stainless Steel Nonstick Cockware Set. Chrishell told me that her computer indicated the address that she entered was the incorrect billing address for my credit card. She told me to pay at the register & assured me that my card was not charged. At the register I was declined. I called my credit card company and they told me it was a duplicate charge. They said that the first charge that Chrishell made had already gone through. I told this to the cashier Kel first then spotted Chrishell and began telling her the problem. Chrishell disregarded everything I was saying. She told me that she KNOWS the card didn't go through & that she didn't charge my card. Chrishell just stood there & didn't budge to help me out any further. I might as well have been talking to the wall. She acted as if she didn't want to do anything else to assist me. I told her that my credit card company also said that if it would have been voided or cancelled transaction... they would immediately see it... they confirmed it was definitely a charge. Chrishell told me that what my credit card company told me wasn't true. Chrishell told me my credit card company would NOT immediately see the void or cancellation (as if she works for my Credit card company too). Basically she acts like a know-it-all and you canโ€™t tell her anything. Bottom line is that she wasn't being helpful at all. I walked away from her. She continued standing in the middle of the store floor in the same spot. Kel jestured for me to come to him. He actually apologized for my inconvenience and took out the time to slowly explain the process when they order something online for a customer. He showed me the computer screen and what I see if there was a charge and the order actually went through on their end. He told me that I would have gotten a confirmation email also. I told him that I DID RECEIVE A CONFIRMATION EMAIL.

He explained that was weird because if my order didn't go through and the card was not charged, I shouldn't have gotten a confirmation. He made a phone call. Nothing much came out of it except a woman named Yolanda on the phone told me that they are going do a credit authorization removal. She asked for the name of my credit card company and the number to my credit card company. I don't understand any of this and asked if I was going to get my money back. She told me that she'd call me in 3 business days. I'm not comfortable, disappointed, exhausted, and frustrated because of Bed Bath & Beyond.

Kel apologized and walked me to the store door. I saw Chrishell standing in the same spot where she was when Kel first started helping me. Kel should be the manager. I'm still not comfortable because I have a charge from Bed Bath & Beyond for almost $700. On their end... the computer shows order didn't go throughโ€ฆ I was told. But I still have this charge from Bed Bath & Beyond. Itโ€™s frustrating to have significant charge for an order on my account and for them indicate that this order or charge does NOT exist on their end. Chrishell claims she did NOT charge me.

I left out the store and came back in. None of this sat well with me. I did tell Chrishell how I was dissatisfied with her as the manager. Kel should be the manager because he actually took time to listen to me & investigate. She said that she has to run the store. She was just standing in the middle of the store looking out at the enter/exit doors the whole time. I told her she didn't listen and acted as if she didn't believe me that my credit card was charged... Because she just kept saying that she KNOWS how the computer screen looks when an order doesn't go through. I told her that she didn't even know that I got a confirmation. She didn't respond to that. She just looked at the confirmation email that I had. She didnโ€™t care to investigate or ask to find out because she kept telling me that she KNOWS my card was not charge regardless that I was telling her it was in fact charged. I told her that Kel actually took out the time to explain the process explaining that I would've gotten a confirmation. Which was odd if she didnโ€™t charge my card at all like she claimed. She would have known this if she would have taken out the time to actually talk to me (the customer) and at least tried to make me feel like customers matter. She didn't tell me about or ask if I got a confirmation like Kel because she acted like she didn't want to deal with me.

Chrishell told me that she knows every penny counts. I had close to $700 charged on my card by Bed Bath & Beyond and on that day... to my knowledge, would not receive any product because I was told their computer system shows my order did NOT go through. Chrishell asked me what do I want her to do. (Really? I wanted my money back!) She said she'll follow up with the phone call that Kel made. Why would I have to go through all that, make a trip back into the store, for her to do that? I told her I will never shop at Bed Bath and Beyond again and left the store. Again an update that the charges were reversed as of 2/14/2016. This complaint is mainly about the manager Chrishell at this point. But Iโ€™m also not over the situation with my money. Iโ€™m scared to use my credit card at Bed Bath and Beyond, especially for online orders.

Reason of review: Poor customer service.

Bed Bath and Beyond Cons: Customer service.

Location: Atlanta, Georgia

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