My complaint:
My husband, who happens to be hispanic, and I mention that because I can only assume this had more to do with race than anything else, as the caucasian manager assumed my husband was stealing. My husband PURCHASED older computer speakers and, after arriving home, realized the speakers were missing a power source cord. He returned a few days later with the speakers in hand and walked directly to the front desk where the assistant manager Lance was working. My husband had the speakers in hand and the receipt and explained the situation and asked if he could get the power cord, in which, Lance responded, all sales are final, my husband replied I understand that but the cord is missing do you have the power cord, and Lance replied steal something else, go ahead and steal something else and told my husband to leave the store. At this time, a female, name unknown, stepped in and helped my husband. They were able to find the power cord, which was priced separately, but competency is a whole separate complaint outside of this complaint. The absolute ridiculousness of this is unreal, we are a 300k income household and have absolutely zero reason to steal from any store, let alone a thrift store of mostly useless knick knacks that are many years old. Not only have we donated to the store several times yearly, but we have spent hundreds of dollars supporting this store, which we will no longer do. I called after the incident and spoke to Lance, who refused to provide his last name in order for me to file a complaint. He was unsure of where I can officially file a complaint, which speaks to their lack of proper policies and procedures and/or formal training of staff. After pressing for more information in regard to his supervisor, and her supervisor, I was directed to the Perris,CA location where I recorded a voicemail on the warehouse managers line. The unprofessionalism is unreal. How could someone steal something upon walking into a store, directly to the counter with a receipt and purchased item. Again, I can only assume this has everything to do with race. Salvation Army should provide better training to their staff, implement better policies and procedures, and ensure we the customers don’t have to deal with incompetent store managers.
Suggested solution:
Provide better training to staff and managers. We will absolutely not ever return to Salvation Army, nor will we continue to donate items to this store.
