Hello Gregg Steinhafel,
I am writing this letter to let you know how I feel about your company. (Target) I recently purchased a Simplicity 3in1 crib set; we paid over $300 for this item. We received the item in the time frame given and were happy with the purchase. I then began to put it together the following weekend. I put together all of the items, (crib, and changing table) I then moved on to the dresser and to my surprise, I was sent the same 2 sides. This would not allow me to line up the dresser properly and assemble it the proper way. No big deal right? Well it became a big deal when we called the manufacturer and the company was no longer in business. We then called Target to explain the situation and see what could be done. I was absolutely shocked when I called the support team for Target.
My wife called and the initial supervisor she spoke was not only rude, but short as well. Almost like he was in a rush to get off the phone then help s resolve the issue at hand. She is pregnant so she much more emotional then usual, and when she told me what happened she was very upset. I then called Target support team and was given the run around and put on hold for 30 minutes. Finally when someone came back to answer the phone I was told a supervisor would call me back. No supervisor ever returned my call. In fact I had to call back the following day and start the process over. I first called the corporate office and was quickly transferred to the Target.com representative, when I told the initial representative I did not want to speak to them. I then went through the whole process again and was told that there was nothing that Target could do, they would refund us for the purchase and we would have to return the item.
I am not happy with this resolution for a few reasons. This package was over 70lbs and I had to carry it up of 3 flights of stairs. It then took me 3 hours to assemble and set up. I do not feel I should disassemble and return. So the representative then said they could schedule a pickup for the item.
My biggest issue with this whole thing is, I put my trust in a company (Target) to purchase an item that I would be happy with. Why would you sell an item from a company that is no longer in business? Situations like this can occur and one did. Why should I suffer for the mistakes of your company? When speaking to the representative I asked if I could be sent a replacement dresser and was laughed at and told no. What is so funny about that question? My wife and I are expecting and I need a resolution, a resolution your support team could not provide. So now I am stuck with a 3 in 1 crib set that is half put together. And apparently there is nothing Target can do or will do.
When I was told this I could not believe what I was hearing, is the phrase The customer is always right thrown out of the window in situations like these? I was so disgusted that I explained to your representative that I had brought a good amount of business to your company and with the economy being the way it was I thought Target could show a little more empathy towards my situation. I have registered my wedding and my baby shower at Target and now people spent a lot of money on our registry. We have also registered our baby shower and know we have received a lot of items again from this list. Not to mention we get a lot of our household items hygiene products. I then told your representative that I would no longer be doing business with Target and she chuckled and said ok. With the times being as tough as they are, are you above everyone else? Can you afford to just lose business? I thought her actions were pretty arrogant and quit rude.
I really think Target should rethink a few things. Especially doing business and selling a product from a company that is no longer in business. You should also run your support team through some customer relations training. As a market support representative myself, I would grade your staff very poorly.
I am very disappointed in your company and your lack of compassion with my situation. I am now packing up the set that I purchased and waiting for someone to pick it up. I will be then waiting for my refund and taking my business else where since Target is not affected by the economic crises. I would like to thank you for absolutely nothing and advise you to take a look into your operations.
Maybe you can take this as a lesson learned and move forward. Lastly I will be returning all items received from Target for our baby shower, and I will be posting this letter to websites and blogs to show other people how Target operates and how they obviously don't need as much business as everyone else.
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