ED Magedson – Founder
ReTool11617 East 61st St S. Broken Arrow, Oklahoma USA
ReTool Merchant refuses to repair broken equipment before selling it from sales floor. Broken Arrow Oklahoma
I went to ReTool on 61st St in Broken Arrow, looking for a used lawn mower. ReTool is a store that sells used tools and such. As soon as I walked in the front door, I saw a mower, prominently displayed for sale on the sales floor, right out front.
It didn't have a price tag so I asked the sales associate what they were selling it for and he didn't know so he had to call his manager on duty, on the phone. I overheard him describing the mower to his manager, telling him the mower was self propelled. After his got off the phone, he told me it was $125. I was able to take the mower outside the store and start it up on the sidewalk in front of the store.
It started fine, but the self propelled function on the mower was not functioning. The sales associate was witness to this and he again called the manager to come look at the mower. The manager on duty said that it could be adjusted and made to work properly, however he was not going to repair it. I asked him why he was selling a product that he knew was broken. He told me that he received the mower late the day before and didn't have time to look it over. I told him that now he does have the time, and could he repair it now, but he refused.
I asked, if they were selling a product that they knew was broken and not working properly, can they at least take $25 off the price. The manager refused, saying that if I didn't buy it, he could sell this mower, "...a thousand times a week, if he had them in stock,...as is." Meaning he could sell broken merchandise anytime all week long without any repercussions. Of course, I told him that if that was true, if this product is in such high demand, than why were they in such a hurry to sell it, by placing it just inside the front door of the store, prominently displayed? If they knew it would sell immediately, why not take the extra time to actually inspect the mower and make sure it was working properly before putting it on the sales floor,...as is?
Again, he not only refused to lower the price on a product he was selling that he knew was in need of repair, but refused to repair it as well!!
I purchased the mower anyway, because I was despeerate and needed a mower that day, but I feel that he should have and could have been more professional and in the name of customer service, been more flexible for a customer. Obviously, he knew it was lawn mowing season and knew that mowers are in high demand, so he decided, rather than giving a customer good service, knowing he might me a potential repeat customer in the future, he would instead rip off the customer and treat him like he knew he had him over a barrell and was going to take advantage of him.
As a result, I will NEVER return to this store or to any of the other ReTool stores in Tulsa, or anywhere else for that matter. This is a perfect example of the state of Customer Service today. I remember the days when merchants, especially local ones, would bend over backwards for your business, knowing that you could go anywhere and chose to patronize their establishment. This is what is happening today, folks. People who work in the retail marketplace haven't a clue how lucky they are to even have a job, much less do they care about return business.
This report was posted on Ripoff Report on 07/13/2013 09:29 AM and is a permanent record located here: http://www.ripoffreport.com/r/ReTool/Broken-Arrow-Oklahoma/ReTool-Merchant-refuses-to-repair-broken-equipment-before-selling-it-from-sales-floor-Br-1066737. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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