Issue with Target Sports Canada - satisfactorily resolved on page 5
- Thread starter xiaozliu
- Start date
ambishooter
CGN frequent flyer
- Location
- Southeastern Canuckstan
No bashing here, I took my CFSC/CRFSC @ Target Sports few years back. And yes, there are some employees who are not supposed to be there. There are some knowledgeable ones and a few not so good ones. There was even a time when on a weekend, some of my co-workers tried to get in by chance. They were told to wait. But after 4 hrs of waiting, and some guys who knows some of the staff jumping the line, they gave up. There are several good ones manning the counter. Over the years, they made changes. Maybe JR can get some of his TSE guys checking Target on a regular but un-announced basis. Have them re-trained on regular basis so they can focus on the company policies, the way TSE is running. Micro-managing at times is not the right way of running a business. All they need is the right person, reasonable and responsible enough to treat every person entering the facility with respect. Shooter or not, competitive or recreational, regardless of age and gender, let us enjoy the privilege we have now.
This is pretty accurate.
Also the response from the staff to this situation point to a very strict No refund policy pushed down from management, especially with the " come in and we will give you a deal in store instead" response. Seems the staff were trying to do what they could with their hands tied and not realizing sometimes a refund is justified and outside the norm.
It is not wise to ruin your reputation just for $90 ! I totally agree with NeonGreen, Obviously they don't know what is Public Relation and image building means. A good example will be the notorious service of L.....Arms ! (of course not all the employees are that bad, but definitely the manager's attitude really make people sick)
I ordered 3 parts from another company last month and paid in full. The next day they called me to tell me they didn't have one of the parts I paid for and would EMT the money for the one part back and they did. Still I was pissed and didn't want to use them for online purchases anymore. A week or so later I got the box with the two parts I paid for but wait, what's this? A free caliber magazine and a book of free targets. 30 to 40 pages of targets! Wow they pissed me off and went out of their way to keep me coming back. Guess what? Next time I need anything I'm checking with them first. That's how your run a business. They pissed me off but recognized they f'ed up.
Punisher-One
CGN Ultra frequent flyer
Sadly the OP is not alone in the "being offered store credit" instead of a full refund.
I bought a holster there that the counter employee told me would fit my firearm fine. Made sure to confirm 100% with the guy as the firearm was newer to me at the time. The holster was marked for my firearm too. Went out onto their range about 20 feet away. Holstered the pistol. Didn't work. Came back out told him and asked for a refund. He told me he'd only give me store credit, despite not being told that when purchasing, despite the fact the holster was in new condition and I didn't even damage the packaging, despite the fact it was literally 5 minutes later and I was on their range, despite the fact I had bought it using real money not store credit. It took me 30 minutes of my shooting time on my day off of arguing with each staff member before a "manager" finally agree "this one time" to give me a full refund.
Like I said previously the staff seems to make up "policies" depending on who it is you are dealing with at what time that day. I've never bought a regular stock item anywhere and been told "only store credit" when trying to return it within a reasonable amount of time.
I've raised these staffing/service concerns in other threads numerous times on this site. I don't want others to spend $600 a year and experience what I have. In one thread I was even told by TSE that "if I didn't like it I can leave". LOL! Why make things better when you can just tell your members to leave?
I bought a holster there that the counter employee told me would fit my firearm fine. Made sure to confirm 100% with the guy as the firearm was newer to me at the time. The holster was marked for my firearm too. Went out onto their range about 20 feet away. Holstered the pistol. Didn't work. Came back out told him and asked for a refund. He told me he'd only give me store credit, despite not being told that when purchasing, despite the fact the holster was in new condition and I didn't even damage the packaging, despite the fact it was literally 5 minutes later and I was on their range, despite the fact I had bought it using real money not store credit. It took me 30 minutes of my shooting time on my day off of arguing with each staff member before a "manager" finally agree "this one time" to give me a full refund.
Like I said previously the staff seems to make up "policies" depending on who it is you are dealing with at what time that day. I've never bought a regular stock item anywhere and been told "only store credit" when trying to return it within a reasonable amount of time.
I've raised these staffing/service concerns in other threads numerous times on this site. I don't want others to spend $600 a year and experience what I have. In one thread I was even told by TSE that "if I didn't like it I can leave". LOL! Why make things better when you can just tell your members to leave?
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I agree 100% that the client did nothing wrong, but do wish he brought it to my attention first so I could have had the opportunity to sort it before it became a CGN circus act.
What were you expecting? I acknowledged the wrongdoing and made it right with the client immediately after it came to my attention.
JR
I made a significant change in the entire management team about a couple months ago and it is already showing huge signs of improvement. Sometimes people just fall back into old habits and need a little nudge to get them back on track.
Also, removing the computers for internet surfing seems to have helped as well. ;-)
JR
Just highlighting that point right there.
How would the OP had known to seek you out personally? On the TSC Website only two phone numbers are listed and one is a Fax line. There is a Java e-mailing plug-in but this does not provide an e-mail address to customer support itself; only a place for you to type in your own e-mail for the response. And there is the mailing address for snail mail as well.
I would also have to assume that the OP lives some what nearby to seek this course there; which means taking a stroll down to Calgary is a bit of a push for "reasonable." And by your own admission you've only received "admin permissions" to this thread very recently.
Basically there is not a lot of information anywhere but your response to this thread that you were even reachable for this concern. So it becomes very concerning on this side of the coin ((the consumer)) as it suggests that we are to blame for not knowing information that is not made very public. Though I could be mistaken here and possibly there is a large font print sign in the TSC pro-shop with your name and contact info on it. But again I've never seen that. I do see TSC listed on your signature when you post; and that's good because it gives authority to your posts here, but does nothing to tell individuals before a thread is created that you are in fact approachable for TSC. And it also does nothing for those that do not use CGN; which there are many firearm owners that refuse too for their own reasons.
I can understand that had he spoke to you earlier this could had been cleared up, but there's just not any obvious signs that this route was even available at this time. Perhaps this is something to be looked into further going forward.
I would just like to add 2 cents aside from the above mess; get rid of those Java email plug ins. Generally web programmers go to these to reduce the amount of spam to be dealt with and to prevent people from knowing the direct email to prevent Email "bombing". But once you reply to a message individuals have this address anyway; or they could just make a macro and use the website against itself to cause both your site to crash and your email server to lock up accounts. Many sites now have so much protection against this anyhow with limitations in how fast the page can be refreshed or accessed regardless.
By putting the email address itself, customers with questions, concerns, or complaints will know that their email has gone through as well. If I send the email but the address was incorrect because I type it incorrectly, I will receive a notifier saying that the address is useless and message not delivered. Also the chances of getting the address incorrect are lower with this method, because one can simply copy and paste. However if I make a mistake typing my own address into that java plug in; then you respond to an incorrect email address and get a notifier saying that the address is useless. Unless I've left a phone number in that email you now don't have any point of contact to reply to that message and the result is a customer who thinks he's being ignored.
Not a fan of those Java emailers; personally when I see them I find a phone number and ignore email as even an option at that point. But that's just 2 cents completely off the shelf of the current issue ((but a possibility as to why maybe you never received an email as well))).
I would actually like to back up this statement.
For whatever reason, too many business owners feel that it is the Customer that must escalate and hound down the Manager and Owner (and then God Almighty if all else fails). I've seen too many examples in the CGN where the conflict spills outside and then Mr. Manager or Mr. Owner "fly to the rescue", almost always beginning their apology (if even offering one) with the words "Had you come to me first, I'd get it resolved in no time...".
In all honesty it should be your employees doing it for the Customer. In a healthy business environment, whoever receives the complaint/claim should take it up the foodchain in his organization and see if it can be resolved internally, before it goes public and blows up in everyone's face.
The proper response in this case starts with: "I apologize for the inconvenience. I am not certain I have sufficient authority to resolve this situation to your full satisfaction, but let me talk to my Manager to see if anything could be done."
This is the type of culture and business environment that should be maintained in a healthy customer-oriented business and you'll see better results in no time.
Just my two cents.
I agree with you. We failed completely.
Because the OP made reference to me in the first post, I did make the assumption that he would know how to contact me. My bad.
I think the place is getting better by the day and hope this was a blip. Only time will tell.
JR
