October 3, 2007
To Wal-Mart Hurst Store Manger, Picture Me Studio Corporate Manager & Picture Me Experience Customer Service:
Due to the my recent experience, I am highly upset and agitated in regards to the treatment I received from your representative at the Picture Me Studio located in the Wal-Mart Super center store number #5080. The behavior of the Picture Me representative, Mary, was shocking, ludicrous, incomprehensible and absolutely unacceptable. On this occasion an acceptable standard has clearly not be met. I have detailed the chain of events of this terrible experience below and expect nothing short of:
- A full and formal apology from Mary and Picture Me Portrait Studio
- A full refund of all monies paid to Picture Me Studio for the photos of my children
- An explanation of how an employee such as Mary could be allowed to interface with customers in this manner
I attempted to resolve this dilemma by contacting the corporate customer service; however I am still offended by the actions of your employee. I will be reporting this experience to the Better Business Bureau, Wal-Marts Regional & Corporate Offices and will seek to pursue legal action as necessary. At 11:20am on October 2, 2007, I arrived at Wal-Mart on Precinct Line Road in Hurst, Texas to pick up my photo package. I patiently waited for a couple of minutes because Mary was conducting a photo session with another patron.
Once their photo shoot was finished she completed the transaction with that patron. At that time, another man and I were still in the studio. I handed my receipt to Mary. She located my pictures and pulled up the order on the computer. She did not tell me that there was a difference in the totals on her screen verses my receipt before; I gave her my credit card. The representative just swipes my card and proceeded to speak to the male patron in the studio. When the representative handed me the credit card receipt to sign, I told her this is not my ticket because the total was different. The representative said that is my total according to her screen and that my receipt is wrong. I stated that is not the case. At that point in time, I asked for a refund. Mary stated she does not give refunds in her studio and I would have to call the customer service number on my receipt for the refund. She stated what is on her computer is my total and I would have to pay for the product received.
Mary left the counter to assist the same male patron that was standing at the counter. At that time, I called the customer service number on the receipt. I was explaining the scenario to the first customer service representative on the phone. Mary is assisting the male patron. She then, starts making rude comments about the conversation I am having on my cell phone to the customer service lady. I told her I am on the phone and that she needs to stop talking to me. She starts yelling and acting belligerent. The customer service representative asked to speak to her. I advised her I was on my cell and that she had to contact her on the business phone. The representative puts me on hold twice and attempts to call the store.
When she comes back on the line, she informs me that the line is busy and asked what is the representative doing? I said she is just standing there. Then, Mary starts yelling that she is working and that I am being rude in front of other patrons. I told her to talk to the other patrons because I am on the phone and I am not speaking to her. At that time Mary completes the transaction with the male patron in the studio and he leaves. Then she directs all of her negative energy toward me. I am still on my cell speaking with the first customer service representative. The customer service representative puts me on hold again to attempt a phone call to the studio and I am disconnected from the line.
When the line was disconnected, I called the customer service line right back and was connected to Fran. I explained my situation to Fran. Fran was asking me a series of questions and whenever I commented, Mary would comment in the background as well. I tried to continue to focus on my conversation with Fran however Mary kept interjecting rude comments in the background. I am astonished because this situation is escalating over a .77 cents refund.
Fran asked to speak to Mary and I informed her that she would have to call her on the store phone. Fran puts me on hold and calls the store. While Fran is speaking with Mary, they are going over something on her computer screen. When Fran comes back on my line, she says the representative will give me a refund of $1.37. Mary states she is not going to give me a refund that Fran would have to complete that transaction. Fran puts me on hold and calls Mary back. When Fran comes back on my line, she asked if I could fax my receipt to her and she gives me the number.
As I am writing down the fax number, Mary starts writing the number to Amys store on my receipt that is sitting on top of my portraits. I asked her why is she writing on my receipt. Mary starts yelling that she is trying to be nice to me. I told Mary again I was on the phone and not to speak to me. Mary becomes theatrical and starts yelling for me to get out of her studio. I asked Fran is she hears all of this because this girl is going crazy.
I continued to converse with Fran on the phone to resolve this matter. Mary threatens to get security if I do not leave her studio. I am still in the studio on the phone with Fran and Mary leaves to go get security. There was no reason for Mary to get securiy involved in this matter since, the corporate office was attending to the issue.
When the security personnel arrived, I was still standing at the counter on the phone with Fran. Mary came back in the studio, snatched my portraits, and stated I could not take the portraits because I have not paid for them. I reminded her that she had already swiped my card. I asked Fran if she could hear all of the commotion going on because Mary was acting psychotic. Mary then started running around the studio and yelling that I had not paid for the portraits. I advised Mary that she had five seconds to hand my portraits back to me. At this point, Fran said she would send me the two pictures I was missing, a $5.00 refund check. I starting looking in the portrait package for the receipts. I put a big X on the receipt and walked out.
I can not believe a simple task; such as, picking up my portrait package escalated to this extreme ordeal. This simple task which should have only taken a couple of minutes, instead it lasted almost an hour. Marys dramatic actions could have landed her an Oscar if she worked in Hollywood; however, she is employed at Wal-Mart Picture Me Studio. No one should have to tolerate Marys irate behavior. This is not the way you are suppose to treat your customers. What happened to good old- fashioned CUSTOMER SERVICE? I believe Picture Me Studio owes me a formal apology for this incident. Actually after all I had encountered in the studio, I should receive a full refund for my entire purchase!
I have been a patron of Wal-Mart picture studio for the past 11 year to take portraits of my children. I have previously used this particular studio twice in the pass. After the nightmare I experienced, I will never take pictures at this location or any Wal-Mart studios again. This was a very demeaning and embarrassing experience. Never in my life have I been treated in such a manner. I will become an advocate by encouraging others not to use your studios.
Regretfully a very dissatisfied customer,
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