Report Abuse

Original Post

To whom it may concern, it is important that you read this correspondent in its entirety.

On December 19th at approximately 3:45 pm I stopped by the Advance Auto Parts store at Old 41 highway in Kennesaw Ga. to simply purchase a headlight bulb for my vehicle. I entered the store where there were 2 associates working the counter. I do not have their names so I will identify them to the fact that one was a male and the other female.

Once free the male associate helped me, up to this point my experience at the store was fine. He and I went outside, my car was parked just outside the front door. He determined that there actually were 2 bulbs out, a fog lamp and headlight bulb. We then went back inside the store to look up the parts. Once the gentleman helping announced the name of headlight bulb the female associate called out and said something in the way of “ wow, that’s a $94.00 bulb.

The gentleman helping me then said are you sure and she replied yes. My response was that I knew it was an expensive bulb because I found it online for about $50.00 so I told him that I would only be purchasing the fog lamp bulb, which was about $7.00. The gentleman helping me suggested that I replace both, so I purchased 2. I then went out to my car and proceeded to install the bulbs, when one of the bolts securing the cover fell and landed near one of my pulley belts, landing in a position difficult to reach so I then went back into the store to seek assistance.

The gentleman that previously helped me was assisting another customer so I then ask the female associate did the store have a magnet tool that I could possibly barrow in order to extract the bolt. THIS IS WHERE MY EXPERIENCE COMPLETELY TOOK A 180 degree turn when she replied, yes and pointed out which rack I would find them on. I then said I was hoping they might have one that I could barrow. Without showing any concern or need to assist me further, she said no, so I then asked, well, do you have a screwdriver that I could barrow hoping it would do the job, she replied yes, BUT HERE IS WHERE I MUST SAY MY EXPERIENCE WORSTENED. SHE SAID THAT I MUST GIVE HER MY ID BEFORE SHE WOULD ALLOW ME THE USE OF THE SCREWDRIVER. Completely astonished by this, my reply to her was you must be kidding me, you are actually asking me to leave behind my ID for use a screwdriver one that I’m sure was valued less $1.15.

PLEASE REMEMBER DURING ALL OF THIS I WAS JUST OUTSIDE THE FRONT DOOR. She then said “PEOPLE RUN OFF WITH OUR TOOLS ALL THE TIME”. I’m sure I don’t have to tell you how insulting this statement was. I then told her that I will not hand over my ID for the use of a screwdriver but I would leave behind a plastic bulb cover from my car, which I happened to have in my hand at the time. I then explained to her that the plastic cap from my car cost much more than her screwdriver. With that she then allowed me use of the screwdriver. I proceed back to my car but unfortunately the screwdriver was to short to reach the bolt so I went back into the store and said well I guess I will have to purchase one of your magnet tools, AND THIS IS WERE THE INSULTS CONTINUED. After handing her this very valuable screwdriver, one that obviously was more important than her customer. After taking the screwdriver she walked away still showing no concern for my situation.

I then went to retrieve the plastic bulb cover I left for collateral but it was no long there. The gentleman who previously assisted me noticed that I was looking for my part and announced, I have it back here. This came across to me as questionable as to why she felt the need to relocate my part in the first place. PLEASE AGAIN REMEMBER THAT MY CAR WAS PARKED JUST OUTSIDE THE FRONT DOOR IN DIRECT LINE OF SITE. I finally said to myself this is enough, I then stated I would be reporting this incident to your cooperate office and also that I would like a refund on the purchases I had made earlier.

I KNOW THIS SOUNDS AND LOOK LIKE YOUR NORMAL RUN OF THE MILL COMPLAINT BUT IN FACT THE REASON I WRITING THIS IS TO COMMEND ONE OF YOUR STORE MANAGERS. You see while I was outside the store retrieving my earlier purchases for refund. The store manager came out and immediately began to apologize for what I had experienced in his store. At first I did not want to hear what he had to say but I could tell he was very concerned and genuine in wanting to rectify what had occurred. He asked that I give him a moment where he then went back into the store, came back out with a magnet tool and I could readily see that he taken it directly from the rack. He worked himself to retrieve the bolt, which took him sometime to final retrieve but he did not quite until he did. I don’t recall his name but I’m sure you can find out. HE IS TO BE HIGHLY COMMENDED FOR THE WAY HE MANAGED THE SITUATION AND MOST IMPORTANTLY RETAINED ME CONTNUED CUSTOMER. AFTER I SHOOK HIS HAND, I PROMISED HIM THAT I WOULD CONTINUE TO BRING HIS STORE MY BUSINESS.

Thanks you for taking the time to read this through and I hope you will in fact honor my wish in commending this store manager.

Ray Burgos Director for Creative Service Kennesaw State University