Hands down, one of the worst retail customer experiences I’ve had. I called the Cheshire Rd, Pittsfield location on 12/11/24 because I saw online that there were 3 PS5 Disc Drives in-stock and wanted to make sure this wasn’t an error, as I live an...
Read MoreHands down, one of the worst retail customer experiences I’ve had. I called the Cheshire Rd, Pittsfield location on 12/11/24 because I saw online that there were 3 PS5 Disc Drives in-stock and wanted to make sure this wasn’t an error, as I live an hour and a half way (in Enfield CT) and there were no PS5 Disc Drives in-stock at any of my local retailers so for this location to have 3 was out of the ordinary.
A person named Eric answered the phone and I asked him if he could verify that the PS5 Disc Drives were indeed in-stock and not just an online error by laying eyes on them. He said he yes and placed the phone down. I then heard what sounded like someone patting their hands down on a desk top, then pausing for a few seconds, and then repeating. My 1st thought was that he was actually faking walking away and then back again but dismissed it because I simply didn’t want to believe that.
After picking the phone back up he told me that they did have them. I asked if I could pay for one over the phone and then pick it up tomorrow. He said no and that I’d need to order it online as “pick up in-store” and that it would be ready for pick up after that. So that’s what I did.
I then called back to verify that he saw the order and that I could pick it up the next day. He said he saw the order and that as soon as he was off the phone with me, he would bag it, put it aside for me, and that it would be there for me when I arrived.
When I arrived the next day and told the person at the counter that I was here for the PS5 Disc Drive I ordered, I was told that they don’t have any in-stock and that they’ve been having an issue with “on-line” saying they had them when they really don’t. I told them about my conversation the day before with Eric and one of the gentlemen behind the counter went in the back to see if the actual did have them. They did not.
The person who went in the back then tried calling Eric but he didn’t answer. Then he texted him and apparently Eric texted back “that he was on the toilet.” I didn’t wait for a real answer. I’d already realized that I’d completely wasted 3 hours of my time since I had to drive an hour and a half back as well, as well as gas to and from. I was fuming and still am.
I was completely clear with Eric on why I had called and he absolutely 100% assured me that he had physical checked to see if they had the PS5 Disc Drives in-stock. This is unacceptable conduct by one of your employees and this person does not deserve employment with you.
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