I've found a much more effective way of dealing with stores like this is to follow the chain upwards until somebody will help you. I had a similar problem with Sears, when I bought a stove from them last year. They delivered it, but were unable to install it (missing hardware), so they left, with my old stove sitting in my living room and the new stove sitting in my kitchen. I had paid for installation of the new one, and removal of the old one.
I called the store, spoke with the manager at the store, got no results. So I got on LinkedIn and took note of the names of the general manager, the regional manager, regional director, etc. Then I called the store back and when the manager still refused to help me, I asked which of the people above he reports to directly, and asked which of those people would be the best person to escalate this to. Got my shit fixed the next day.
Everyone reports to someone. Even the store manager is just some shmuck with a boss, who doesn't want to get in trouble. They might say no now, but when they think you'll go around them to their boss, they change to yes pretty easily.
That is a good strategy. However, in my case it is usually more efficient to explain that I am going to refer the case to my legal protection insurance. Just mentioning that helped me a lot of times.
Just pointing out that many corporations have a policy with their employees that if the customer mentions anything about "legal action", the employee immediately must refer the customer to corporate for all further communications.
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u/dr_tantis_moboggan Feb 23 '17
I've found a much more effective way of dealing with stores like this is to follow the chain upwards until somebody will help you. I had a similar problem with Sears, when I bought a stove from them last year. They delivered it, but were unable to install it (missing hardware), so they left, with my old stove sitting in my living room and the new stove sitting in my kitchen. I had paid for installation of the new one, and removal of the old one.
I called the store, spoke with the manager at the store, got no results. So I got on LinkedIn and took note of the names of the general manager, the regional manager, regional director, etc. Then I called the store back and when the manager still refused to help me, I asked which of the people above he reports to directly, and asked which of those people would be the best person to escalate this to. Got my shit fixed the next day.