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Dear Sir(s), I was a long time 'Border Books and Music' customer. I have had several bad experiences with 1 cafe worker who has decided for reasons of her own to hate me for about 1.5 years now. I have never interacted or bantered or talked to this person except to get a cup of coffee. I let Border corporate customer care know how I felt about my experience with that person. I had one other bad experience there with another cafe person who decided to verbally harass me and I believe that case was handled well because eventually she left. In retaliation the local Borders staff has decided to ban me from the store for "leaning on the glass case". Apparently the manager feels slighted by my complaint. Do I have a legal outlet in this situation? I think this is a corporation and surely there are rules regarding who gets 'banned' and who doesn't.
State/Country relating to Question: Ohio Already Tried: I tried an email originally: e.g.: RE: Café [T20090711005YS010Z1753126 Dear XXXXXXX, Thank you for contacting Borders Customer Care and making us aware of your concern. I would like to apologize for your experience at our Kenny Road store. The situation you describe doesn't fit with the high levels of customer care that we train for and expect our employees to deliver, so we are concerned when we hear about this type of interaction at one of our stores. I am forwarding your comments to the General Manager for the store and the District Manager for the area. It is our practice to pass on any feedback regarding customer experiences in our stores, such as the feedback you provided, to the GM and the DM. It is our belief that they are best equipped to address feedback from customers regarding experiences in their store(s). I am sure they will be grateful to receive your feedback so that they can rectify the situation. Again, thank you for taking the time to bring this matter to our attention. If there is anything else we can do for you, please let us know. Sincerely, Scout Borders Customer Care http://www.bordersstores.com >From:XXXXX@XXXXXX.XXX >Sent:Saturday, July 11, 2009 2:36:03 PM >To:XXXXX@XXXXXX.XXX >Subject:Café >Contact Customer: yes >Customer Phone: XXXXXXXXXX > >Full Name: Anthony W. Marinello >Address: PO Box 15097 >Zip: 43215 >City: Columbus >State: OH > >Store State: OH >Store Number: 2 >Store Address: XXXX XXXXX XXXX >Comments: >Dear Sir(s), > > The 3:29 PM July 11, 2009 Cafe server is a very rude person. > She is rude to me every time I come in and was rude to my brother. > > These are not the kind of people you need working at Borders. She hurts your image. > > An example. When I asked her for a cappucino she refused to acknowledge me until I asked a second time. This has gone on a long time and I've had enough. > > I have not interacted or bantered or anything to des
HelloCustomer Your best bet for getting the store to reverse their ban is to take your issue to Border's Corporate Legal Department with a copy sent to the Customer Relations Division at the corporate level. You should just logically and chronologically lay out the background that you think led to your being banned, and your assertion that it was an over reaction(or whatever term you think fits) by management to ban you. You can then ask if they will reconsider, since you are such a good customer. Getting the attention of people at the corporate level sometimes can do the trick. But having said that, absent some sort of violation of laws against discrimination, a store owner has the right to ban whomever they feel should be.
Attorney
Licensed Atty, 25 yrs exp in the practice of law.