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  #1  
Old 11-29-2017, 2:07 PM
sfe187 sfe187 is offline
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Default Customer service incident - 11/29 Torrance

To Turner's corporate team, hopefully the incident I've witness can be turn into a training point to refresh and apply to future front-end staff.

I was behind a gentlemen in the cashier line and saw and heard everything.

The gentlemen wanted to buy a can of CLP, the cashier rung up $7.98,
Gentlemen says "its $5.98 on your website".

Cashiers says "its $7.98, its already on sale from the regular price"

Gentlemen says "do you match your own online prices because online says $5.98?"

Cashier says "I don't know"
Cashier says "Online has their own prices and Store has their own prices"

Gentlemen says "Can you ask to see if matching own online prices is possible?"

Cashier repeats ""Online has their own prices and Store has their own prices"
Cashier repeats again "Online has their own prices and Store has their own prices"
Cashier says "its $7.98 plus tax, do you want it?"

At this point the gentlemen was a little frustrated . . .

Gentlemen says "If you don't know about matching your own online prices and I've asked you to ask someone, shouldn't you call a Manager??"

Cashier says "I guess I can call a Manager"

Manager (Don) comes, Gentlemen tells the Manager what happened and cashier kept saying to the Manager "its already discounted from regular price".

Gentlemen says to Manager "do you match your own online prices?"

Manager says "YES. I will match the $5.98 from our own website"
Managers says "Sorry for the inconvenience"
Manager went back to the gun counter.

At this point the Cashier had the sour and angry look on her face, give the gentlemen's change in a hurry motion, rolled her eyes, never apologize and most of all never said "Thank you". Gentlemen shakes his head and went on his way.

I bring this up to your corporate team because its things like this that makes customers never coming back. At first, Cashier didn't know a policy, didn't seek further assistance, instead making business decisions on her own. Front liners makes a huge impression and is usually the face of a company, who would want that kind of service??

I'm a regular at Turner's and recently on other threads I've always stated my own good experiences (usually at the gun counter). But after witnessing today's incident I can totally understand why so many on CalGuns avoid Turner's.

Your Cashier's customer service and attitude were just a total failed. We're talking about just the basic CS and not no Nordstrom CS. She should've ask for assistance on matching your own online prices instead make the experience for that gentlemen awful. Maybe its the ego she has I don't know.

Torrance store. Cashier's name badge says Stephanie.

Link to the CLP for $5.98 (as of writing)
https://www.turners.com/breakfree/br...sol-12-oz-1975
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  #2  
Old 11-29-2017, 9:30 PM
G-forceJunkie's Avatar
G-forceJunkie G-forceJunkie is offline
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Quote:
Originally Posted by I Swan View Post
Reseda is definitely the worst customer service of all the Turners in my experience.
Its been quite a few years, but getting the girl that worked the register there back then to put her book down and ring you up was like pulling teeth. I've hear many complaints about the guncounter service, but I've always been treated right there and the Pasadena store.
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  #3  
Old 11-30-2017, 2:08 PM
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Turner's Outdoorsman Turner's Outdoorsman is offline
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Location: Rancho Cucamonga, CA
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Thank you very much for bringing this to our attention; we appreciate the feedback. We have notified the District Manager and Store Manager so that they can address the issue. In cases where these price discrepancies might occur, we’ll generally defer to the customer’s benefit unless advertised otherwise (such as when stated “prices good in-store only” or in this case “available online only at this price”.) In this case, the manager made the correct call in getting the lower price.
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