This evening (09/12/2011), I visited Rooms-to-go at Frisco location near IKEA. I was greeted by person A and I started looking around for stuff. I had a quick question for one item and noticed that the person A who greeted me was on the other side of the store and was talking to another customer. I noticed that another employee, Melissa, was walking by with another customer. I thought since she is right next to me, I will ask her a quick question and then she can continue to lead the other customer. Since she was right next to me she heard me saying "Excuse me, I have a quick question," but she avoided me. The customer whom Melissa was attending to was nice enough to bring her attention to me by saying "He has a question." Melissa still avoids to look towards me and tells the customer "It's okay" and starts talking to that customer and leads her away from where we are standing.
I'm not sure how other people would interpret this incident, but in my opinion, it is a rude behavior. If Melissa is busy and does not want to attend to my question, she should say "Sir, I am in the middle of something and I will get back to you." Later on, if she does not get back to me, I can understand. Instead, she chooses a rude behavior.
I immediately went to the store manager, Wayne, and informed him about the incident. He said he will speak to Melissa. His tone did not sound friendly or apologetic. I asked him if there is a customer complaint form that I can fill up, and send to the head quarters. His tone immediately changed to friendly and he said there is an online form. He also said he will speak to Melissa and he is sorry about what happened. Now, he knows things are going to get escalated, so he is sorry about the situation. My response to him was he should not apologize, Melissa should apologize as she was rude to me. Wayne said that once she is done with that customer, he will ask Melissa to apologize to me.
I waited for fifteen minutes and my 18 months old was getting impatient to go home. I did not have time to wait longer so I approached Melissa again and informed her that I have spoken to the manager. At this time, she looks at me for the first time and in a loud voice says, "When I am with a customer, you do not interrupt me. You have interrupted me twice(including this time)." I asked "What am I suppose to do if I have question?" She kept repeating, "When I am with a customer, you do not interrupt me and you have done that twice(including this time)." She said that she will call the manager to help me and she picked up the phone. I wanted the manager to come and resolve the issue but she walked away saying "Let's get out of here." I immediately realized she did not really call anyone, she just wanted to run away from the situation.
Finally, I went to the manager, Wayne, again and said I have to go now. He said he will send her out right away to apologize but no body showed up for a few minutes. My 18 month old was very cranky by this time and I had to leave, so I just left with the idea that I will inform the customer service about the incident later.
