A Justified Complaint: Family Dollar and their reply to my complaint.CASECLOSED

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If you have been recently reading my blog, you have noticed I written a complaint about Family Dollar. You can either scroll down, or click "Complaints" on your right side. I have made the announcement that I will not be reviewing any items purchased at Family Dollar until I hear feedback from their Customer Care department. Well, I recently gotten a letter from them. So, just as I was eager to complaint about the issue, I feel it would be fair to let you know how they handled the situation. I only erased my personal info as well as the identity of the person who replied out of courtesy and respect for privacy.

Without further ado, here is the letter.

Family Dollar's reply to my complaint

Family Dollar's "refund" for my foundation

My Thoughts

First of all, I appreciate the fact they took their time to communicate with me. Once I emailed my complaint within 24-28 hours I received an email from their customer care department. The amount of the refund was fair because it does cover the price of the foundation and tax.


Will I purchase cosmetics again at Family Dollar?

I will continue to purchase goods at Family Dollar with caution. For sure I will purchase lipsticks, nail polish, shampoo and conditioner, hair styling products. In other words, products that I have used before. I will not purchase foundation there again.

Final Comments?

Because they replied and remedied the situation, I will lift my temporary ban on goods purchased at Family Dollar and resume reviewing them. I will even review the "foundation" that I tried to return.

A Message to the CEO of Family Dollar

I know my blog does not get the thousands of hits like other ones on the web. In fact, more likely you might read this 3 years later. Nevertheless, I wanted to say a few things to you. I appreciate your customer service department handled my complaint swiftly and with care. This made me feel like a valued customer. So, if you ever get the chance to meet the person who took care of the situation..shake her hand for doing a wonderful job. People like her need to be promoted and developed in your industry.

Ok...for the not so good thoughts.

Here in Texas, the people that get hired are either: relatives, unqualified, uneducated and all three.
This is a never-ending vicious cycle happening here and sadly, it gives a bad image to your company. I am not elitist. I am not saying unqualified people and uneducated people should not be hired. What I am saying is that when you interview people, weed out the ones who do not know the basics of customer care, business ethics and leadership. If the person is inexperienced, but willing to learn: then hire that person and develop them closely so they can be a positive contributor to your company. If the Regional Manager is incapable of distinguishing the ideal qualities in a Manager, Assistant Manager and their staff; then that individual is not fit for their role.

Make the Regional Manager accountable for the Manager's training and professional behavior. If the Manager was improperly trained, lacks tact and diplomacy dealing with the customers: why on earth would you hire/keep someone like that? If the Regional Manager did not properly train the Manager: why would you KEEP someone like that on payroll? One bad apple, spoils the bunch. If a Manager behaves that way in front of the customers, then what type of lesson are you teaching your staff? That I can be rude because I am the "Manager". I can get away with anything because " I am a Manager"? What about you Regional Manager? Did he/she just took the word of the recently hired "Manager" that he/she had over 8 years of managing experience, and therefore;  qualified for the job vacancy? There needs to be ACCOUNTABILITY at all levels!!!!! You are as strong as your weakest link, remember that.

Do not get comfortable sitting in your office. Do a few "undercover" inspections on how the stores are run like the show "Undercover Boss". Do not forget that maybe once upon a time you were a customer care representative, that you were once promoted as a Manager for good reason. Do not forget your early days before you were developed into a CEO. Do not get out of touch with your line of work. Your employees are not an "employee number", they are people that represent YOU and your company on a daily basis.

Do not forget that it takes time to amass consumers and a quick second to loose them for good.


CASECLOSED


FTC:  I was not payed to write my thoughts on this post. I was compensated because the manager of the store did not give me a refund/store credit, so customer care gave me a gift card as a way to resolve my complaint. These are my 100% honest thoughts.

A Justified Complaint: Family Dollar AND ITS CEO

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If you have been reading my reviews, you have heard me speaking happily of having the new Family Dollar built in my area. In fact, I have been making some trips there to buy "La Colors" cosmetics. Let me tell you what happened to me, and then you can be the judge whether or not I should be upset.

Last Sunday, I made a trip to my family dollar to buy some "La Colors". I purchased a "LA COLORS" lipstick, "LA COLORS" wet to dry foundation. It was not until November 20th when I actually opened the foundation. The quality was not only sub par but the shade (light) was way too pale for me. I went to my Family Dollar on the 21st armed with my receipt and product. I spoke to a customer care rep, explained her what happened. The first thing she did was to say to me that she could not give me a refund or store credit because I opened the product. At first, I was shocked because how in the hell was I supposed to know if something works on me if I do not open the package and test it out? She called her Manager ( was there in front of her while she spoke to her manager) and she explained what I said to her. Again, her manager told her (she said this) that I could not be given store credit or a refund because I opened the package. I explained to her how am I supposed to know if something does not work on me if I do not test it. The associate was the usual apologetic (sounded more robotic than genuine, but I could be wrong). So, armed WITH  the one tool I have (my computer) I went online to the official FAMILY DOLLAR website to read their "refund policy". And this was a complete trip (yes I am being sarcastic, but I this point I earned it). If you read below, and scratch your head and say to yourself "WTF", now you know exactly what I thought. I wrote a complaint to the family dollar official website and was emailed saying that within 5x business days I should hear a reply. I do NOT know WHO THE HELL hired that lady to be the manager or if the way she handled the situation is the "new" return policy format--but they have absolutely no fucking way how to handle such situations. I was more than happy to spend my money there. Help my city's economy. Now I feel as if my business did not matter. So, for the mean time I will not be posting any reviews from goods I have purchased at Family Dollar until I receive feedback from their customer care center.
In the mean time I have something to say to the CEO  Leon Levine, Founder

Howard R. Levine, Chairman and CEO "WHY THE HELL DOES YOU COMPANY STATE SOMETHING OFFICIAL ON YOUR WEBSITE, WHILE IN THE STORE THEY CONDUCT THE OPPOSITE WAY?  THE MANAGERS THAT ARE HIRED FOR THEIR STORE, DO THEY GET ANY OFFICIAL TRAINING AS TO WHAT IS REFUNDABLE AND NOT??? IF YOU HAVE CHANGED POLICY, WHY CANNOT THE MANAGERS POST THE CHANGES AND MAKE IT VISIBLE SO AT LEAST WHEN WE PURCHASE SOMETHING WE KNOW WHAT CAN BE REFUNDED OR NOT? WHY HAVE YOU NOT UPDATED YOUR REFUND POLICY ON YOUR OFFICIAL WEBSITE TO REFLECT THE NEW CHANGES, ASSUMING THAT YOUR STORE NO LONGER ACCEPTS REFUND OR STORE CREDIT FOR COSMETICS AFTER THEY HAVE BEEN OPENED?

So to all WEBland, I would be super happy if you post on the comment section (its ok if you want me to view you an an anonymous source) and list out stores that DO NOT offer refund/store credit EVEN after you presented a store receipt. You will not just be doing me a favor, but the world as well.

family dollar refund policy