Target
Complaint 24608 Details

am the proud owner of two large dogs a Great Dane and a Boxer. I tell you this because this is where the saga starts. I went to my local Target Store 1257 I later found out, to get a fur broom for all of the shedding hair. As I was wandering through the aisles, I came across a Dyson hand held rechargeable vacuum. Dyson’s do not come cheap and this one was on clearance—I thought this was my lucky day and was very happy—ridding the cars of fur balls and a bargain to boot. When I got to the register with the Dyson and the many other objects that I picked up, I asked the checkout gal about your return policy on clearance items. I said that I wanted the Dyson but I know that at some stores clearance and final sale items cannot be returned. She looked at it and said no problem just bring it back if it does not work and now here I begin to pitch you my tale of woe. She called over the gentlemen to take off that strap with the security tag off it. Believe me when I tell you there was no shrink wrap on it because that comes into play later. Anyway happy with my purchases, home I go. This was the 14th of September in the afternoon. At 9:30 the next day I plugged it in, it seemed off to me that there was some dust in the canister but I didn’t think much of it—thought maybe it was the result of a Quality test at the factory. So I waited the 3.5 hours and no charge. Not being the swiftest with mechanical objects I called the Dyson helpline with the thought that I would be told how to do it correctly. Well there Mr. Steinhafel, I got a shocker. The tech was walking me through the process and I couldn’t find what he was talking about—he was telling me about buttons that were not on my vacuum. He then said please read me the serial number off the box—which I did. It was 662-US-B20577. He said describe the vacuum that I have and we even went down to the filter—when I opened it there was dirt in it. He said I cannot have the DC31 it’s the DC16 that I have. I empathically said no its not. The box clearly says DC31. He showed me where I could get the number on the inside of the vacuum and lo and behold the serial number was 288-US-B44737. He said that the model I have is one of the original Dyson’s from 2006 and not the DC31. At that point I wasn’t that upset what is the difference 16 to 31, make the vacuum work and I’ll be glad. But I was not only told that he couldn’t make it work, it was out of warranty and I probably paid to much for it. He insisted I go back to the store with it. He said it looked like somebody had returned it and something was put in the wrong box.

So before heading to the store on the 15th I called to make sure who to talk to and ask for when I got there. I explained to one team member and t hey transferred me to Donielle who identified herself as a store Manager. She said she would check on some things and call me back. Well I thought she was going to check the boxes etc. and see if she could find the right one, like going home with two left shoes kind of thing. I didn’t hear back from her for awhile so I thought I would have to go to the store to pick up the right one anyway so may as well go. I was already at the guest center when I got a call from Donielle on my cell phone. She told me she could not exchange it because the box had not been “compromised” when it left the store. That store security showed her video where the item was shrink wrapped and it was never returned. I would like to see that video because there was no shrink wrap on it. It did have the security ribbon. She keep telling me it was not my fault but at the same time saying there was nothing she could do because it was compromised—what other meaning could that have but that I in some way compromised it. Mr. Steinhafel, how could I have prevented this? I would have had to open the box in front of the girl at the register and try to see if the serial numbers matched? Is that your policy? Is that what you expect?The odd thing is no one said anything about the serial numbers or took them down or handled the box etc. or tried to do anything like that. It was cut and dry.. I really resent the implication. Security said the box was not compromised—finis!!!!! I am 57 years old and very respectable. Not some crook. I have never even gotten a parking ticket yet alone would do such a thing. Please feel free to do a background check on me. Infuriated I asked Donielle for her Manager because she had said a Sore Manager could override the decision—of course Rod Hassell isn’t there. He is out and maybe will be back on Monday she is not sure? Does she have a DM? anyone higher that I could talk to ? No she is it. She gave me the 1-800 # guest helpline to call and said maybe they could do something. I asked her if she would stay with me while I made the call and she said that your guest helpline would not talk to her it has to be the customer? I was told so much I do not know what to believe right now.

Mr. Steinhafel please believe me when I say that calling that line was like the –“Hello my name is Peggy” commercial. In fact your team makes them look like they have their A game on. Please, if you monitor the calls listen to them. I must have talked to at least 5 people and told my story that many times and read the big long number on the bottom of the sales receipt as many—I finally asked them do they not have notes on the account. One of them read me the notes and it was something about a missing part? Who knows what is there. Then I was blind transferred from that group to refunds who had no idea why I was on the line and wanted to Talk to a team member. Believe me when I say the gal that took the phone didn’t have to have me repeat it to her because she overheard it so many times from me telling the reps. Despite asking for managers I got transferred to specialists who just kept transferring me. The final straw was when one asked for my address and I told her Laurel space Dale Drive
and she read it back to me as Laurelspace Drive—I think that was team India—but I have no idea—most of my conversations sounded like they were with people of Indian origin.

Your team has finally whipped me. I am writing you to let you know that. I took my little box with bad vacuum and left the store—tale between my legs intending to see if I could get any help from a consumer advocacy group or some direction from the Better Business Bureau before the end of the night. As I left the store I got a call form a Jim from your call center –who might be a Manager that at least seemed to get the drift of what was going on. He said he would look into it for me. He then called back later and aid that I should see Brain at the store he was the Leader on Duty. I called Brian before returning to the store and told him I would come back immediately-he said no, he was getting ready to call it a day and could I come by tomorrow at
one which is today the 16th while I am typing this. So I guess I will take my little box and receipt once again to the store and hope something can be done.


Mr. Steinhafel, I cannot begin to tell you how frustrating this has been for an honest person . I feel that I have been lied to and deceived. If anyone should be calling someone “compromising” it should be me to Target who sold me a vacuum that was used as a new unit. I am the victim here. I don’t know what my options are at this point or what the outcome will be but suffice it to say if I ever do buy any electronics from a Target store again I will open the box at the register and ask the girl to have security video it.
Evidently they are very expert at that.
Sincerely,

Jacquelyn Krejci
(Personal Information Removed)


And the receipt number for the umpteenth time in case no one recorded it is 5-1257-2118-0080-8667-3 VCD#750-250-837