Savvy Seconds & 1st's

I was overcharged on sales tax 10.25% (12 cents) Sept, 2010. It's not about the amount of the overcharge. It is the principle of overcharging customers. Good intentions also do not justify overcharging.

When I called the business the daughter was not sure of the sales tax rate and left a phone message with her mom. I was unable to come in before the store closed so I said I would call back tomorrow. The daughter apologized and said okay because her mom (owner) would be in. I called the next day and asked about the return policy then called about being overcharged (owner states the phone calls harassment). The owner did not apologize. The owner stated that she had a post it reminding her to find out the sales tax rate when she "had time." The owner grudgingly offered me a dollar for the inconvenience and being overcharged. When I returned to accept the dollar the owner did not apologize in person but instead made a sarcastic comment. I said I thought that finding out the sales tax rate would have been a priority (owner calls an insult). Shortly after leaving the store the owner called me twice (the owner would have continued to call had I not picked up the phone) to tell me that I was no longer welcome to shop at the store because I had caused "too much trouble." It is disappointing that the owner chose to handle a customer concern of being overcharged the way she did.

Businesses make mistakes. How businesses deal with customer concerns, businss reviews, and business mistakes distinguish good from bad business. Being unprofessional and banning a customer from the store over a "cash register mistake" and for causing "too much trouble" for following up with a customer concern of being overcharged reflects a lack of commitment to customer satisfaction, building customer relations, and a missed opportunity to change a negative customer experience to a positive experience.



Posted comments from the owner:

Dear Business owners,

Please be aware of (owner posted customers first name and last initial gleaned from purchase in responding to an anonymous business review) a customer who enjoys harrssing small business, for a 6 cent error. That's right I said 6 cents! After 2 days of appologies (because she kept calling) that she did not feel were sufficient for this 6 cent error, I offered her almost 20X the amount of the error. Which was a measley dollar. She was back to collect the dollar within the hour and to again insult our business operations for this grave mistake.

For those of you who are not on the floor laughing ur ...off, please note that we have corrected the sales tax amount that changed from 10.025 to 9.75. We again apologize for any trouble caused. [This comment was removed due to violating the web site's terms of content guidelines or terms of service on the web site it was posted.]

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..06 CENTS was the amount of the overcharge. (A cash register mistake that has been corrected) I would love to apologize....Oh, I did that already, several times, as well as my daughter. For most customers that would have been more than enough, but not you, you continued to harrass my daughter and I, in hopes of some monitary gain. Those 2 days of harrassment did not satisfy your thirst for being mean, you also had to write a bad review for us. For a .06 CENT MISTAKE! I wish I could warn every store owner to beware of you!