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4.7

I had a battery go bad before the year warranty was up, so I returned to a new Battery + Bulbs in Springfield VA. The person was very helpful at first, he tested it, and said it was bad, and he was not sure what to do, and would have to check with his manager, and would call me.

So I left the battery there, and waited for his call. He call and said that he could not help me, and he had called the Woodbridge, VA. store where the battery was originally purchased, and they said they could not send him my information on the purchase, and I would have to take it back to that store. Just a note, the new Springfield store is 2 minutes from my home, and would have become my go to store because , the Woodbridge store is 20 to 30 minutes on a good day.

So I drove back to the store ,and pickup up the battery and went to the Woodbridge store. When I got there they said no one had called them, and they had no problem sending my information to the Springfield store if they had asked. They checked the battery again, and it tested bad, so they replaced it under warranty, no problem, and were very helpful. This could have been taken care of at Springfield, but they chose not to for what every reason.

I did call back to the Springfield store, and he told me that the Woodbridge store was wrong. So I said he needed to call them and fix the problem. In the end it was the customer that paid the price for there mistake.

Thanks again to the Woodbridge store for all there help in the end. I'm back up and running !

Reason of review: Poor customer service.

Monetary Loss: $10.

Preferred solution: Better training for your new stores, in how to handle these types of issues, and better computer skills..

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A_Consumer_1

You may know this by now and perhaps regret writing that review, if not, I'm writing this to enlighten you. The new guy at the Springfield store had nothing but good intentions, unfortunately he was too new to know the unwritten policies and procedures that the seasoned employees pickup along the way.

It be clear, he picked the wrong company (countrywide) to work for. The employee at Woodbridge pleading innocent and using the new guy as his pawn is a liar. He also happened to be on the same page as the dirt bag manager at the Springfield store (even if they've never met). I realize how late I am but I hope I cleared that up for you.

P.

S. A few months, weeks or hours after you wrote that you experienced the same problem with your battery....I'm just guessing.

Guest

Actually it’s very common. I’ve seen it with retail stores.

Many times it’s just a manager not wanting his store to take a cash/inventory hit. I saw this in one retail store where they would not take back any item that wasn’t purchased at that location. Even though the items were from another store in the same city with a receipt in the timeframe allowed. Believe it or not it’s allowed.

The store manager was probably instructed to not do any warranty claims by THIER supervisors. If it was newly opened it kinda makes sense.

They probably won’t do those services until about 90 days open so the mucky mucks upstairs get a actual view of what sales look like in the area. What probably happened was that they tried to call the original store who didn’t answer and since they couldn’t get your info they told you to go back to that store.

Charles W Mhd
reply icon Replying to comment of Guest-1470991

Thanks, that does make sense. But when you are opening a new store, and need new customers, it's a good idea to try and gain there trust , because in the end it will be the store that profits from the transaction with more sales in the future.

Guest
reply icon Replying to comment of Charles W Mhd

You have to understand that just because the doors are open and the registers are going doesn’t mean they are fully setup yet. It normally takes 90-120 days to ensure all aspects of the business are up and running.

I have opened retail corporate stores and it’s very common. One store I opened didnt have a EPA return box. It took almost two months to get it and in the meantime we were unable to take recharging batteries. Yes it was a headache because the customer doesn’t KNOW what an issue is and truthfully doesn’t give a damn.

Just pointing out that they also may not have had the services setup yet to apply warranty returns. I’m gonna stand by my first comment and suggest that since they couldnt get ahold of the original store they passed the buck.

A_Consumer_1
reply icon Replying to comment of Guest-1471258

I see.....clearly, and why are you so passionate about Batteries Plus Bulbs?

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