NFOA MEMBERS FORUM
General Categories => Non Gun Stuff => Topic started by: DaveB on September 24, 2011, 10:06:10 PM
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The wife and I decided to take a 260 one way trip to Cabelas in Sydney, Ne today on the bikes. We got there, did some shopping and looking around for about an hour. Checked out with our purchases that I paid cash for. When I got to the bike in the parking lot and went to put on my new gloves, the stitching was gone in a part by the wrist.
Having not even been 10 minutes since I checked out, I went back in the store to exchange the gloves for a pair that was sewn together properly. I was stopped as I walked in the door because the alarm went off, which I expected. I was detained at the desk while they verified I didn't just walk in with a pair of gloves that I found somewhere. The gloves were tagged and I was told to go to the back of the store to the customer service counter, where I was the only one there and two people were just standing there talking. I finally had to ask them if this was where I was to go for a refund since I wasn't going to waste any more time walking back to the powersports section of the store to get another pair of gloves that I was guessing were of the same great quality.
Here goes the refund story. I was told that since I paid cash, I could not get a refund without handing over my drivers license. I said I would not, I did not have to show it to buy the product at the register with the cash from my wallet. I was told that I may have stolen the gloves from somewhere and was lucky enough to find the receipt. I said that it didn't matter, I had the gloves and receipt, and I wanted my money back because it's not my fault they sell crap. This obviously was not the right thing to say to this POS person, I was now going to be detained for other things, what I don't know. Then I was told they would not give me cash without my DL., nor would I get the gloves back. I said that they can either give me the cash or I would call the police and report them for theft of my gloves or money.
I want to know why it is such a big deal to get your money back for the crap that they are selling, and I will also bet the gloves went right back on the shelf.
I am done with a company that does business this way, I don't have to put up with it, and I won't!
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Corporate crap.
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Don't care what crap it is, I am going to spend my money with a business that doesn't treat me like a terrorist because I want my money back for the China made crap they are selling. I emailed them, but doubt if they will be concerned since they are well stocked with customers that spend more money than I do.
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So.............did you get your money?
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I did, but it took a lot longer than it should have, and they have lost two customers now.
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Their response.
Dear Dave,
Thank you for contacting Cabela's Customer Relations Department Live Help.
I certainly do apologize that you do not agree with our return policy, and I am sorry for your poor experience.
I hope this information is helpful to you. Your interest in Cabela's products and services is appreciated. I look forward to working with you in the future.
Best Regards,
Paid PR representative that really could care less's name here
Cabela's Product Information Associate.
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Wow, they really went the extra mile.
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I will add that to the other reasons I don't go there.
Expensive prices, terrible customer service, poor quality products... oh, and did I mention their high prices? I can usually order something online and have it shipped right to my door for less than their retail price which will also have tax added onto.
Very rarely will I venture into the Walmart of sporting goods stores.
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I normally just shop their ads, bargain cave, and occasionally catch a decent deal on the used rack. I would rather shop there than some other big box sporting goods store, since they ARE a Nebraska company. One which we would do good to have on our (NFOA) side.
That being said, I'm sorry for DaveB's experience, sounds like folks on both sides of the counter were having a bad day.
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I only go in there to browse the bargain cave and pick up cheap ammo if they have some on sale. Sometimes, if I am interested in a gun, I will go in there to check it out before going somewhere else to buy. I am amazed at the lack of gun knowledge of the people at the gun counter. It seems like they just hire people with no clue about the products they are selling, but that is getting to be my experience everywhere.
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Yes, to the above and it is just wrong that you have to present your D. L. even when you paid in cash and or credit. I won't buy any firearms from them anymore the Kearney store requires you to fill out the form on computer so that really turns me off and i'll buy local and at gun shows from now on. I think the only way they will do that is an exact replacement of same item. But it seems better to purchase items on line if your willing to wait. so much for being fair or equal it is what it is a pain.
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i'm sorry you had such a bad experience. i haven't had a bad experience with them either, except the sometimes terrible waits at the gun counters.
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I normally just shop their ads, bargain cave, and occasionally catch a decent deal on the used rack. I would rather shop there than some other big box sporting goods store, since they ARE a Nebraska company. One which we would do good to have on our (NFOA) side.
That being said, I'm sorry for DaveB's experience, sounds like folks on both sides of the counter were having a bad day.
I wasn't having a bad day, we rode our bikes in beautiful weather with the plan of going to the Sydney Cabela's. We had never been to that store. My bad day started when they sold me some made in China junk that was not even sewn and all I asked them to do was make it right.
I don't care if other people shop there and enjoy it. I hope nobody else ever has a problem. But I will not waste my time with them ever again, they give Nebraska a bad reputation the way they run their business. I wonder how many people from out of the state stop in to buy something only to find out they bought junk? They are just plain stuck with it unless they want to bow to the customer joke of service.
Now my bad experience is behind me, and the customer service email shows that they don't read what you send to them either. I am no longer upset, I still have the option to spend my money as I please, and they will just have to do without it.
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Sooo. how WAS the Ride? Interstate or back highways? At least you had 260 miles of highway to cleanse the soul. ;)
Mine is "in the shop" and this weather of late is causing a baad itch.
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Unfortunately, there are enough dirt bags who try to take advantage of generous return policies at most larger retail stores that they've had to take back some of that generosity. Cabela's certainly isn't unique in requiring a driver's license for a cash return. I returned some items to Home Depot yesterday. I had paid cash for them and really just wanted to exchange them for a similar item. Instead, Home Depot issued me a store credit. They checked my driver's license to make sure I wasn't a "habitual returner" and I was fine with that. No big deal.
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Unfortunately, there are enough dirt bags who try to take advantage of generous return policies at most larger retail stores that they've had to take back some of that generosity. Cabela's certainly isn't unique in requiring a driver's license for a cash return. I returned some items to Home Depot yesterday. I had paid cash for them and really just wanted to exchange them for a similar item. Instead, Home Depot issued me a store credit. They checked my driver's license to make sure I wasn't a "habitual returner" and I was fine with that. No big deal.
I call that "sheeple". What are you going to give them next?
A store credit for a cash purchase? They just guaranteed that they will have a return customer and not lose a dime. That is how the new government is wanting to work.
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Sooo. how WAS the Ride? Interstate or back highways? At least you had 260 miles of highway to cleanse the soul. ;)
Mine is "in the shop" and this weather of late is causing a baad itch.
Had to take the interstate this time. The reason is that we have horses that need taken care of twice a day. Last time we just took state highways, but had family around to take care of things here.
My bike needs a lot of work now too, but I have to keep it going to keep the wife leading the most miles rode contest. Glad it ends Saturday, 250 miles a day on top of work is wearing my old butt out.
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I call that "sheeple". What are you going to give them next?
A store credit for a cash purchase? They just guaranteed that they will have a return customer and not lose a dime. That is how the new government is wanting to work.
Before you start calling people you don't know a bunch of names ... maybe you want to step back for a moment and tell me what's on your driver's license that isn't already public knowledge, or publicly available. The driver's license number? What can they do with that? Maybe you don't want people to know your weight ... or height ... or eye and hair color.
As far as store credit for a cash purchase goes:
1. I didn't have a receipt. I'm bad about not hanging onto receipts.
2. I only wanted to exchange the items, anyway, so I was happy with the store credit.
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i'm sorry you had such a bad experience. i haven't had a bad experience with them either, except the sometimes terrible waits at the gun counters.
I have had to wait numerous times at their gun counter. The sales staff isn't usually very friendly. I've stood and waited for service while they chit-chat. They burned my bridge when they put up the red "take a number" dispenser. I like to stop by Moeller Arms and chit-chat when I buy my guns. I won't be going back to Cabela's.
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Before you start calling people you don't know a bunch of names ... maybe you want to step back for a moment and tell me what's on your driver's license that isn't already public knowledge, or publicly available. The driver's license number? What can they do with that? Maybe you don't want people to know your weight ... or height ... or eye and hair color.
As far as store credit for a cash purchase goes:
1. I didn't have a receipt. I'm bad about not hanging onto receipts.
2. I only wanted to exchange the items, anyway, so I was happy with the store credit.
I paid cash, did not need to show ID, the purchase was not even 10 minutes old. I had the receipt. There was nothing else needed. I will not subject myself to undue harassment, especially to a retail store. They acted like they were the government, they are not. As far as calling you a name, sorry, it wasn't meant to you directly, it is just what the country is turning into, give to whatever agency wants it. And I am the one that was called a dirt bag, but that's okay, I can handle it. And what is the big deal about being a habitual returner, I had a receipt and a defective pair of gloves. It's not my fault Cabela's sells Walmart quality. They don't have to worry about me returning anything any more, I will not shop there.
One Dirt bag, signing off.
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Dave, I'll bet that you look closer at those gloves before you buy them next time.
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Ever since Cabela's went corporate their service has gone in the toilet.If YOU claim to the "World's Foremost" you need to stand behind that with quality products and great service.
The Cabela's brand is cheap quality and very over priced.
Firearms are very over priced.
It's to bad corporate America is ruining another truly American company.
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And I am the one that was called a dirt bag, but that's okay, I can handle it. And what is the big deal about being a habitual returner, I had a receipt and a defective pair of gloves.
One return is not a "habitual returner". A habitual returner is someone who frequently buys merchandise, uses it and then returns it for a refund even though the merchandise is perfectly serviceable. That practice, along with other dishonest buyer practices, is what is driving retailers' need to identify those returning items.
You didn't indicate that you regularly or frequently returned items so I didn't think my "dirt bag" comment applied to you. Was I wrong?
Maybe it's a question for a different thread but my question about what non-public data is on your driver's license still stands. If a cop stops you and asks to see your license and registration is that "harrassment"? If you go to the bank and want to cash a check and the tell asks to see your license, is that "harrassment"? I'm all for protecting one's privacy but what privacy do you give up by showing someone your driver's license? Random people on the street ... no need to know. A retailer who is potentially going to give you cash back ... probably no harm.
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My two cents...
Personally I think that this was a FAIL on Cabela's part. Not because they asked to see a driver's license, but because their customer service made a very lame attempt at explaining their position. It showed a sincere lack of customer appreciation.
Regarding the requirement for a driver's license...
When you are used to dealing with a small store that has a small, and often well known to the store owner, client base, then there is very little need for such policy. However, as Mud has stated, if you had grown a store to be a world wide retailer, you would likely come up with the very similar policies that many people would not understand and/or like. I look at customers like the government. They are absolutely necessary, but you always need to keep your guard up to make sure they do not over-step reasonable boundaries.
Other than that, I don't have an opinion. ;D
Fly
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My two cents...
Personally I think that this was a FAIL on Cabela's part. Not because they asked to see a driver's license, but because their customer service made a very lame attempt at explaining their position. It showed a sincere lack of customer appreciation.
Regarding the requirement for a driver's license...
When you are used to dealing with a small store that has a small, and often well known to the store owner, client base, then there is very little need for such policy. However, as Mud has stated, if you had grown a store to be a world wide retailer, you would likely come up with the very similar policies that many people would not understand and/or like. I look at customers like the government. They are absolutely necessary, but you always need to keep your guard up to make sure they do not over-step reasonable boundaries.
Other than that, I don't have an opinion. ;D
Fly
Agreed. I also think you can grow as an organization and maintain a focus on customer care while doing so. There are a number of good examples of this in the retail world.
Personally, I've had only one slightly negative experience with Cabela's. That has been outweighed by numerous positive experiences.
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I see this as another sign of Cabela's growing pains. It appears they implemented a policy without sufficient education and training.
I see them trying to react to customer needs and wants,I think you are aiming low,DaveB, and should redirect your complaint higher up. I suspect if policy makers and implementers knew of your incident,you may have a positive experience in the end.
Then again, as a kid, I watched "the Wonderful World of Disney". sometimes I still think that's the way the world is.heh heh. RJ
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I see this as another sign of Cabela's growing pains. It appears they implemented a policy without sufficient education and training.
I see them trying to react to customer needs and wants,I think you are aiming low,DaveB, and should redirect your complaint higher up. I suspect if policy makers and implementers knew of your incident,you may have a positive experience in the end.
Then again, as a kid, I watched "the Wonderful World of Disney". sometimes I still think that's the way the world is.heh heh. RJ
I did the best I could, I sent them an email that was handled by a minimum wage employee I'm sure.
I was civil through the whole event until they said I couldn't get my cash back less than 10 minutes after I made the purchase, and had the receipt. I was still civil, did not swear or call anyone names, but do not feel that I should have had to show ID for a total cash transaction. My email was no different, but their reply shows that one customer loss at a time to them means absolutely nothing.
Mud, I have never returned anything to Cabela's before, but screw with me once and there will not be a second time. As far as calling you a sheeple, it was also a general term meant to go to all the people that are willing to give in to corporate BS. Also, the only reason they want the DL is to make sure I get more crap from them in the mail now. As far as my DL goes, it is a government ID and not a Cabela's cash refund ID, it is of no use or value to them.
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As far as my DL goes, it is a government ID and not a Cabela's cash refund ID, it is of no use or value to them.
- Honest shopper A makes cash purchase at Cabela's.
- Honest shopper A goes to car in parking lot and places newly purchased items (with receipt) in said car, and then goes to another restaurant or shop.
- Dishonest thief B watches shopper A and when they are out of sight, illegally enters car to retrieve merchandise.
- Dishonest thief B enters Cabela's to get the cash from the purchase.
- Cabela's takes official state ID information and records it.
- Honest shopper A comes into Cabela's when they find their items stolen.
- Cabela's has the information to provide to police.
Sounds like it could be useful to me. Just say'n.
Fly
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And how many times has this happened in Sydney, Nebraska? And in less than ten minutes after the purchase. Then, why would anyone go into the store to report an item stolen from their car in a parking lot? Sure, it makes sense, the exact type of sense that will keep me from ever blessing their door with my shadow again.
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Mud, I have never returned anything to Cabela's before, but screw with me once and there will not be a second time. As far as calling you a sheeple, it was also a general term meant to go to all the people that are willing to give in to corporate BS. Also, the only reason they want the DL is to make sure I get more crap from them in the mail now. As far as my DL goes, it is a government ID and not a Cabela's cash refund ID, it is of no use or value to them.
So, it would appear that you don't qualify as one of the dirt bags to whom I referred. If you don't qualify, I'm not sure why you took it personally - although your reaction to Cabela's request to see your driver's license might give us some insight.
On the other hand, you specifically referred to an action of mine as one that exemplifies "sheeple" in your opinion. It's OK, I've been called much worse and somehow survived. I've also somehow survived by complying with most polite requests made of me. Cabela's has my information. They occasionally send me a flyer or an e-mail. Sometimes they have a good deal in them. Sometimes I take advantage of those good deals ... sometimes I don't. Worst case scenario ... I toss the flyer in the recycle bin or delete the e-mail. Nobody had to die.
I pick my battles. Letting a teenage clerk look at my driver's license to make sure I didn't steal some merchandise that I'm returning isn't a hill I'm going to die on.
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I have only ever had one problem with them, and that also was a return.
My fauly, not theirs, they print it right on the back of the reciept for all to read (assuming that you can read green letters in a 2.2 point font, which I cant with or without glasses), there are things that just cannot be returned once bought. Ammo for one, and my problem child which is primers. Its the third time its happened, I bought "Magnum" primers rather than the regular one's. One of these days I am actually going to take the 2.2 seconds necessary to make sure that I am buying the exact primers I need and not just Large/Small and Pistol/Rifle. (sigh)
Ron
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What's the big deal about showing them your drivers license? It would have saved you a lot of hassle and eliminated the need for this thread. I'm not saying Cabela's customer service or policies are the greatest, but you had to get your wallet out anyway to put the cash back in, so why not just show them the damn license and get it over with. I'm sorry, but it bugs me when people rail against minor inconveniences as a matter of principle when it makes a major inconvenience out of the situation. If there were some good reason for not showing your drivers license (like you didn't have one), I could see where you would be upset.
I know. I have too much time on my hands, and this is an old post that probably didn't need to be revisited. From my own perspective, I think Cabela's is a decent place to shop (though I'll agree the waiting times at the gun counter can be annoying), and they don't discriminate against CHP holders.
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I really think everyone should work retail at least for a couple months in their lives. You gain a much better sense of what some of these people have to deal with on a daily basis.
Did they handle the situation as well as they could have? No, probably not.
However when it comes to large chains like Cabela's, Walmart, etc. you really cannot expect to be treated like you're shopping in ma and pop stores. These people aren't going to remember your name, your birthday. They're already probably helped 100+ people they've never met before that very day.
You're there shopping because they have the products and/or are usually cheaper and/or at much more of a convenience than driving around to multiple places or buying online and waiting days to get the product. These places have rules and policies that their associates must follow, and unfortunately, they have to enforce them with every customer, every time, or risk being labeled as discriminatory.