deb anderson sent a message to Todd Vasos that said:
I sent this letter via snail mail on 1/7/2019 and have yet to hear from anyone. So now I am emailing it. I certainly hope to hear from you.
Dollar General Corporation
100 Mission Ridge
Goodlettsville, TN 37071
January 7 2019
On January 4, 2019 I purchased a tee shirt for my husband at your Twinsburg Ohio store. I paid for the item with a credit card. (The purchase of $5.87 was the only item on the receipt I was given at the time of purchase.) Because it didnât fit, I returned it with my original purchase receipt at the same store on January 6, 2019.
The clerk, Hollie, processed my return as a credit on my credit card and then refused to give me my original receipt back, stating she had to keep it along with her copy of the credit receipt. I told her I needed the original receipt back, as my credit card company had not yet billed me for the charge, and that the original receipt was my only proof of the amount I charged. She argued that store policy is that they ALWAYS keep the original receipt. I again explained to her that if I get my credit card statement, and it shows the charge for that day was $205.87, instead of the $5.87, without the original charge receipt, I have no argument/proof for the correct amount. I again explained that I needed the original charge receipt, AND the credit receipt for the return. She informed me that she needed to keep the credit receipt as well. Again, I tried to explain to her that if my credit card company doesnât issue a credit on my statement, that without the credit receipt, I have no proof that I returned the merchandise to the store for the corresponding credit that was supposed to be issued. She firmly explained that she needed to keep both receipts or at the very least, âone or the other.â
(What if there were additional items on my original charge receipt and I needed to return another item days or weeks later? I wouldnât even have a receipt showing I purchased the item I needed to return. Then what?)
At that point, I asked to see a manager. She informed me that the manager was not in and she attempted to call her from the cell phone on the counter and got no answer. At that time, a second clerk, Ciera, walked up to the cash register and Hollie confirmed with her that I was not allowed to have my original receipt
back and of course, Ciera agreed, stating that customers have NEVER been given their receipts back. I assured them both that I have returned items to that store in the past, even earlier in the month, and was given both receipts without incident. Ciera offered to make of copy of the receipt for me on the copy machine in the office, to which I agreed. (Hollie remarked, âI didnât even know we had a copy machine here!â) Very shortly, Ciera returned from the office stating âOh, I guess we donât have copy machine up there.â
Because I had another appointment to get to and it was clear that both of these employees were misinformed about how the paperwork for a return should be handled, I took a cell phone photo of my original receipt, and left with my credit receipt.
I had this same issue several years ago at this same store, and then, as I am doing now, addressed my correspondence to your corporate address, and was promptly contacted by, I seem to remember, a âdistrict/regional managerâ who was very nice and extremely apologetic about clerks and even managers in this store misunderstanding this policy and assuring me that further training would take place so that this didnât happen again.
I have had to return a handful of items at that store over in the last couple of years since the original incident and have not had a problem at all, UNTIL last night.
I would appreciate you contacting me with an explanation of the steps planned to better educate the employees and managers at this store. I enjoy shopping at that store almost weekly, but wonât continue to do so unless I know my credit card receipts will be handled properly.
Additionally, I donât appreciate that to process the return on my credit card which is a chip card, I had to SWIPE my card when the purchase was made via a
chip insertion. If you can process the charge utilizing chip technology, you certainly shouldnât put customers cards or identity at risk by forcing them to swipe their chip cards for a return.
Very sincerely,
Deb Anderson
2702 Myrick Lane
Twinsburg, OH 44087
330 405 7144
NeesAnderson@cs.com
