Tore (aishira) wrote in bad_service,

This happened about two years ago but it still pisses me off.

So my fiance and I collect horror movies. We're absolutely insane about them, especially the really old terrible ones. Anyway, we're at Walmart one day near Halloween and a bunch of movies are on sale. We picked up a few, one of them being the original Hellraiser movie.

So we get home and I'm ripping open the movies and happily checking them all out when I notice something. On the outside jacket of our Hellraiser dvd (the edge you would see if the movie were stacked on a bookshelf) there is a huge, perfect slice right through both the plastic and the cover insert. Right through the title. And now that the tight wrap is no longer holding it down, it's bending up a bit on both sides. Basically it looks ugly. It looks like someone took an exacto knife to it. It especially upsets my fiance because part of having the collection is that it looks so amazing and this is going to look stupid on the shelf with the other pristine dvds.

Maybe we're a bit picky. But that's not the point.

We brougth the movie back to Walmart and showed the customer service rep the cut dvd case. She blithly told us that they don't accept returns on dvd's that have been opened. I tell her that I understand that but I had the receipt that showed I'd bought the dvd not an hour earlier and the product was, in fact, damaged. So she calls the manager. The manager repeats the return policy and I repeat that I've got the reciept and my product is damaged. At some point she actually ADMITS that the cut probably occured when one of the employees was cutting open the boxes to stock the shelves. At this point I'm expecting SOME sort of exchange or SOMETHING because she just said that it was THEIR fault that my product was damaged. But then she comes out with this jem:

Her exact words to me were, "But if the movie plays fine then who the hell cares about the case?"

Now, all sense of who was right and who was wrong aside, what the heck kind of talk is that for the manager of a large department store?

My response was something to the tune of, "Well, part of the price I paid for the movie was the case it comes in, now wasn't it?"

And get this. She walks away. I was absolutely fuming.

Good service to end the story: I wrote to the company who had printed the dvd's and told them my horror story and they shipped a new case out to me a few days later.

Again, maybe we're insane and super-picky, but the way the b*tch handled the situation was totally uncalled for.
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