My complaint:
My husband purchased items at the Stone Road Giant on 2421. He purchased 6 bottles of wine that were on sale as well as purchased 5 packs of soda (at 7.89 per pack) because they had a buy 2 get 3 free deal. My husband forgot to use his Giant card at checkout, so he went to the customer service desk to get the discounts and was only given $27 dollars worth of discount (roughly half of what we should have received so it was for either the discount for the wine purchase since each was on sale a 10% discount for buying 6 or for the 3 free packs of soda). When he got home and showed me the bill and stated he only received $27, I called Giant Stone Rd Customer service desk and explained the issue and the employee on the phone told me that I could come back the next day to get the rest of the refund. I specially asked that I could come back the next day since I did not feel like driving there that night and the employee told me there would be no issue with honoring the rest of the refund the following day. I returned to the Stone Rd Giant on 25 with receipt in hand and was told that I could not get the remainder of the discount since the bottom of the receipt was missing (apparently they tear off a part). I pointed out that I had spoken with the employee the prior night but they would not budge. I returned home and told my husband, so he returned to the Giant with the receipt. The gentleman at the Customer Service desk was the person who had waited on my husband the prior night. They will still NOT honor the additional refund and stated there must have been a glitch in the computer system which did not give a refund. Once again we were told that they would not honor the rest of the discount, even though the employee at the Customer Service desk recognized my husband and remembered the transaction. We did not recall the name of the person who I had spoken with (although I stated the exact time that I had called Giant so it could have been easily located in their records). I realize that this is an issue over ~25 dollars, however considering that were were told that we could get the refund and then were told the next day that they would not honor that, we are extremely disappointed in the result.
Suggested solution:
Provide the additional refund and provide better training to their employees dealing with customer complaints so that one employee is not providing differing guidance to customers.
