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I ABSOLUTELY HATE SALLY BEAUTY

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I can understand asking for my information with a return. But it annoys the crap out of me when they ask for a phone number when I'm buying something. What the hell do they need that for?

I did get a call back one time after a return. Scared the CRAP out of me...I'm thinking they were going to say something about my return or something. I never knew Arden B would actually call lol
 
This thread is worrisome on several levels. Not only are many of the posts indicative of cherry-picking the facts and passive, uninformed and unprincipled consumerism but people actually are trying to rationalize the SA's unprofessional behavior. Stating the OP was acting like an "angry black woman", insinuating she's an idiot for standing her ground, trying to justify the SA's use of spanish and her disrespect for the OP. :huh: Fa real, fa real?

Sally's beauty website clearly states that a daytime phone number is required for returns. And yes, this is a common fraudulent return prevention tactic. Neither of those facts are the crux of this issue. As the OP stated, the phone number requirement is not printed on receipts. (As robot said, retailers do this bait-and-switch for a reason. It's expected that customers don't read the return policy or only read what's printed on the receipt.) And even if it were, the SA's response to the OP's refusal was not reasonable NOR was it within company protocol. The SA should have provided an explanation of the policy and/or input the store/default phone #, as the CSR at Sally's Corporate advised. What many don't seem to understand is that respect and professionalism is the SA's duty and the customer's prerogative. This incident was a customer service failure on MULTIPLE levels.

On an even greater level, the disparity of customer experiences in this thread indicate a problem with Sally's corporate culture. Most likely, lax or non-standardized hiring practices and training are to blame. The responses only reinforce that the OP did the right thing. It's always advised that you escalate, escalate, escalate and do so on the spot. It's an effective way to solve your customer service issues and bring those issues to the attention of corporate and thus, affect change.

OP, please visit consumerist.com. You'll be relieved to know that you're not alone in your belief that professional customer service is a battle worth picking.
 
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And you HATE ALL OF SALLY'S BEAUTY SUPPLY STORES NOW?

over a simple policy that almost every establishment has in one way or another, either that or a strict no return/exchange only, Its their right to have their policies AND All establishments have policies

dont you see the extremes in all this?
 
Natural Glow said:
That sounds like a reasonable thing to do. I never did understand why people get an attitude when you return stuff. Like they gotta pay you back out of their pocket or something. Unless they get commission @ Sallys i don't know.
Click to expand...

This has been my issue all along. People are constantly saying I was mad "simply because she was doing her job" :blush:. You would think I grabbed her by the back of head, beat my chest, and yelled at her with a bullhorn to do the return.

I wasn't going to tolerate her attitude that she gave me simply because I did not want to give her my number.
 
rosa praeclara said:
This thread is worrisome on several levels. Not only are many of the posts indicative of cherry-picking the facts and passive, uninformed and unprincipled consumerism but people actually are trying to rationalize the SA's unprofessional behavior. Trying to justify her speaking spanish, disrespecting the customer and calling OP an "angry black woman". :huh: Fa real, fa real?

Sally's beauty website clearly states that a daytime phone number is required for returns. And yes, this is a common fraudulent return prevention tactic. Neither of those facts are the crux of this issue. As the OP stated, the phone number requirement is not printed on receipts. (As robot said, retailers do this bait-and-switch for a reason. It's expected that customers don't read the return policy or only read what's printed on the receipt.) And even if it were, the SA's response to the OP's refusal was not reasonable NOR was it within company protocol. The SA should have provided an explanation of the policy and/or input the store/default phone #, as the CSR at Sally's Corporate advised. What many don't seem to understand is that respect and professionalism is the SA's duty and the customer's prerogative. This incident was a customer service failure on MULTIPLE levels.

On an even greater level, the disparity of customer experiences in this thread indicate a problem with Sally's corporate culture. Most likely, lax or non-standardized hiring practices and training are to blame. The responses only reinforce that the OP did the right thing. It's always advised that you escalate, escalate, escalate and do so on the spot. It's an effective way to solve your customer service issues and bring those issues to the attention of corporate and thus, affect change.

OP, please visit consumerist.com. You'll be relieved to know that you're not alone in your belief that professional customer service is a battle worth picking.
Click to expand...

Thanks so much for the info - I definately will be going to the link you provided.
 
ladylibra_30 said:
I hope you had 2 aspirin and a smile :yep:

But, no I was cool yesterday. I really look forward to getting out of the office on my lunch break because often I eat lunch in my office. I LOVE going, whether I'm purchasing or not, to retail stores where there are hair products, makeup, or nail polish! It's fun to read about a product and then actually go and look, smell, read ingredients on the product (Which is exactly waht happened the day I bought the Miracle 7 and other things).

I do pick my battles - Good Customer Service and a Chilvarous/Kind SO :yep:
Click to expand...


Ditto, love 2 read ingredients and smell products too.I am such a product junkie......going to a bss is fun 4 me!

That horrible day is n the past now and I hope u have a beautiful weekend!!! Time to focus on making wonderul thanksgiving plans! :o)
 
OP, write a letter to their corporate office. I know a guy, well not really he's on another MB, lol.. but he writes to corporate for any and all bad customer service. Not the usual I won't acknowledge you when you come in to the store customer service, but the kind you received. Most people don't. You'd be surprised with the kind of response you receive.
 
lol I love how this story is getting translated as it goes

nobody in Sally's called her an angry black woman

a poster here said she acted like one
 
happylife said:
Ditto, love 2 read ingredients and smell products too.I am such a product junkie......going to a bss is fun 4 me!

That horrible day is n the past now and I hope u have a beautiful weekend!!! Time to focus on making wonderul thanksgiving plans! :o)
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yeah things to be thankful for:yep::yep:

Good re-focus :kiss:
 
Irresistible said:
OK

Everybody that doesnt get how far you took it isnt reading what you wrote:look:
Click to expand...

No, I think it's several things that factor into that:

1- They are individuals and would've handled it differently. (I don't tolerate disrespect/bad attitudes ESPECIALLY where NONE was given by myself in the first place!)
2- Some just can't be bothered and would've focused on just getting their money back.
3- It's clear that some members are projecting and not reading for comprehension (and I'll take some of this slack for this - Although my OP is a book and 1/2 I did not include every single detail and without people actually being present to witness how it went down - it is difficult to relay in the written word and thus leaving one to improvise but some of this is waaaayyyyy out in left field. But it's ok.
 
When I use to work at Nordstrom we had to do retail training. A person from the corporate office traveled around the country and held these meetings

Anywho, one section of the meeting was talking about customer service. And he told the old Nordstrom story of how back in the 1900's when they just sold shoes and person walked in demanding a refund for a tire (yes a car tire :giggle:) and the Nordstrom guy gave it to him. So, he said there's no excuse for us today...we accept returns no matter what. And this one chick raised her hand and said "Sorry but I can't see myself accepting a return like that...or if someone tried to return a damaged shoe or even one shoe."

The guy from coporate looked at her and said, well maybe you need to leave this meeting, because working at Nordstrom ain't for you...I was like :eek:

Then he said "let me make myself clear, as a cashier, retailer or whatever you are it is NOT your place to say what will or what won't be accepted as a return. Your job is to do it and it better be done with a smile on your face."

Again I was like :eek: I don't work at Nordstrom anymore, but I will ALWAYS be a customer there because of my experience at that training meeting. And even though this was a Nordstrom in NC, MANY celebrities came to shop there...which the customer service was probably why.

Sorry to high jack the thread, but THIS is how workers in retail should be trained lol! That guy took it serious!
 
Jermajesty said:
When I use to work at Nordstrom we had to do retail training. A person from the corporate office traveled around the country and held these meetings

Anywho, one section of the meeting was talking about customer service. And he told the old Nordstrom story of how back in the 1900's when they just sold shoes and person walked in demanding a refund for a tire (yes a car tire :giggle:) and the Nordstrom guy gave it to him. So, he said there's no excuse for us today...we accept returns no matter what. And this one chick raised her hand and said "Sorry but I can't see myself accepting a return like that...or if someone tried to return a damaged shoe or even one shoe."

The guy from coporate looked at her and said, well maybe you need to leave this meeting, because working at Nordstrom ain't for you...I was like :eek:

Then he said "let me make myself clear, as a cashier, retailer or whatever you are it is NOT your place to say what will or what won't be accepted as a return. Your job is to do it and it better be done with a smile on your face."

Again I was like :eek: I don't work at Nordstrom anymore, but I will ALWAYS be a customer there because of my experience at that training meeting. And even though this was a Nordstrom in NC, MANY celebrities came to shop there...which the customer service was probably why.

Sorry to high jack the thread, but THIS is how workers in retail should be trained lol! That guy took it serious!
Click to expand...
so many people returned old worn shoes to nordies to get new ones, lol.. i guess its good for those who are being honest with their returns
 
happylife said:
Ditto, love 2 read ingredients and smell products too.I am such a product junkie......going to a bss is fun 4 me!

That horrible day is n the past now and I hope u have a beautiful weekend!!! Time to focus on making wonderul thanksgiving plans! :o)
Click to expand...

Getting out of the office on lunch AND going anywhere near beauty products was/is fun for me :yep: When I worked in downtown Miami I loved to visit Metro Beauty Supply on my break - it was within walking distance. Some coworkers even went with me at times LOL.

Now, it's just more trouble than it's worth to actually go to lunch most days because it seems like an hour goes by like a nano-second.
 
Jermajesty said:
When I use to work at Nordstrom we had to do retail training. A person from the corporate office traveled around the country and held these meetings

Anywho, one section of the meeting was talking about customer service. And he told the old Nordstrom story of how back in the 1900's when they just sold shoes and person walked in demanding a refund for a tire (yes a car tire :giggle:) and the Nordstrom guy gave it to him. So, he said there's no excuse for us today...we accept returns no matter what. And this one chick raised her hand and said "Sorry but I can't see myself accepting a return like that...or if someone tried to return a damaged shoe or even one shoe."

The guy from coporate looked at her and said, well maybe you need to leave this meeting, because working at Nordstrom ain't for you...I was like :eek:

Then he said "let me make myself clear, as a cashier, retailer or whatever you are it is NOT your place to say what will or what won't be accepted as a return. Your job is to do it and it better be done with a smile on your face."

Again I was like :eek: I don't work at Nordstrom anymore, but I will ALWAYS be a customer there because of my experience at that training meeting. And even though this was a Nordstrom in NC, MANY celebrities came to shop there...which the customer service was probably why.

Sorry to high jack the thread, but THIS is how workers in retail should be trained lol! That guy took it serious!
Click to expand...

Whoa!

My mom told me years ago to never accept a "no" from someone who can't override it with a "yes".
 
In my opinion no one handled the situation well. OP and the SA. The SA ignoring the OP after the OP in my opinion lost her cool. OP you yelled at another customer that was not your place to do so. It was rude. You are lucky that customer let that go, someone else it would not have ended well for you. I think a simple situation got escalated for no reason. Im sorry everyone was wrong. There was no reason for you to "WANT TO SLAP THE TASTE OUT OF HER MOUTH" for doing her job. You may not have noticed it but you came off with an attitude.
 
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Irresistible said:
lol I love how this story is getting translated as it goes

nobody in Sally's called her an angry black woman

a poster here said she acted like one
Click to expand...
I meant the bolded but I see how my wording suggests otherwise. I'll go back and correct it - I would hate to be part of the "selective reading" brigade.:)

ETA: done
 
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Tamrin said:
In my opinion no one handled the situation well. OP and the SA. The SA ignoring the OP after the OP in my opinion lost her cool. OP you yelled at another customer that was not your place to do so. It was rude. You are lucky that customer let that go, someone else it would not have ended well for you. I think a simple situation got escalated for no reason. Im sorry everyone was wrong. There was no reason for you to "WANT TO SLAP THE TASTE OUT OF HER MOUTH" for doing her job. You may not have noticed it but you came off with an attitude.
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Well said! I totally agree with this post!:yep::yep::yep:
 
yea that nordstrom may have been special because majority of their customers had never seen the other part of the mall...they did all of their shopping and eating (Cafe Bistro is AMAZING) in Nordstrom
 
ladylibra_30 said:
I hear you BUT refunds were here before me and will be here after me. It behooves them to offer refunds/exchanges, within reason, to their customers - It's good business sense all day long. I got back @$15.00 on a receipt that was for @$83.00 - Sally's still made a profit! (And I rarely return/exchange items because I'm usually a repeat buyer)
Click to expand...

I agree. If they offer a return, then thats it! THEY offer a return. Its not up to the CASHIER to decide whether or not she wants to process something, cause its NOT her terms its "SALLYS INC" terms. That lady was wayyyy outta line. Like the Corporate person said, the cashier has a number availiable to put down when ppl wont give/dont have a number.

Ive had 2 HORRIBLE experiences at Sallys and one of them was when I was a child with my mom. I hate to pull the race card, but that frazzled dirty wig wearin hooch at the counter said some outrageously rude and racist things, NOT directed towards my mom (the ADULT) but towards me the 7 yr old little girl about OUR (black ppls) hair. I hadnt since entered a sallys. That was 15 yrs ago (DANG Im gettin old:lachen:) I recently went into sallys a few mths ago to pick up some things I saw featured on here. (see what yall made me do!!?? Got me breakin "Never again" vows and such :lachen:) But anyways Sallys has been KNOWN to have ridiculously horrible customer service. Its a RARE occasion when they will get ANY of my money.

ETA: I think that same ol' rusty crusty lady is still workin up there. Lookin all constipated and stuff *Uuughhhh* :lachen: But I do agree that you shouldnt have yelled at the other customer. *slaps ur wrists, and sends u to the corner* lol
 
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Tamrin said:
In my opinion no one handled the situation well. OP and the SA. The SA ignoring the OP after the OP in my opinion lost her cool. OP you yelled at another customer that was not your place to do so. It was rude. You are lucky that customer let that go, someone else it would not have ended well for you. I think a simple situation got escalated for no reason. Im sorry everyone was wrong. There was no reason for you to "WANT TO SLAP THE TASTE OUT OF HER MOUTH" for doing her job. You may not have noticed it but you came off with an attitude.
Click to expand...

I agree. Sally's and other stores used to require your ID and check your provided address against the one on the license. Now, It's just a signature and a phone number.

This is not the first time someone refused to provide a phone number or ID. Most of the time it's for internal records, not to sell your number or something. You could have given them a job number or an old number... but now that you know about the store number substitute policy, then you can use that now too. BUT I will say that corporate doesn't keep all it's employees and management informed of practices, that store manager also probably insists on the customer's phone number first.

Maybe the SA was rude, but her rudeness probably kicked in when you started refusing to make it easy for her to do her job and probably had an attitude (understandably from irritation). And getting buck on customers is not a good look, LOL, I hope you don't visit that location again, they'll think you're "crazy"

 
Natural Glow said:
I do wonder why they need the number. To track how many returns you do. If you are a chronic returner (is that a word?) you would just give out fake #s. I know Burlington Coat Factory asks for my number when ever you buy something and thats annoying.
Click to expand...

That is annoying, giving a phone number or e-mail addy during a purchase. I always refuse to now. BBW is notorious for this. They try to convince me by saying that's how they get the address to send me coupons, whatevs. I already get the coupons so I'm good. Now I might give up the info during a purchase ONE TIME if I haven't been getting coupons from a particular store. But prob not.
 
Tamrin said:
In my opinion no one handled the situation well. OP and the SA. The SA ignoring the OP after the OP in my opinion lost her cool. OP you yelled at another customer that was not your place to do so. It was rude. You are lucky that customer let that go, someone else it would not have ended well for you. I think a simple situation got escalated for no reason. Im sorry everyone was wrong. There was no reason for you to "WANT TO SLAP THE TASTE OUT OF HER MOUTH" for doing her job. You may not have noticed it but you came off with an attitude.
Click to expand...

The customer who was behind me (actually right on my back) heard me tell the SA that I wasn't moving because I was not being serviced. After the third 'Excuse me!" I did yell at her to wait.

I am glad some of you would have handled the incident differently - but some of you act like you have the patience of Job and I do not have the patience for crap.
 
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