Complaints

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• Initial Complaint

  Date:24/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 20, 2022 found a notice on my door to collect the delivery of my brand new ****** ** from the said convenience store on Sept 21, 2022. When I reached there on Sept 21, 2022 the owner told me that it has already been given and showed me a ********* slip but without name on it where mine was having my last name. When asked did you check the ID as it is mention in the receipt slip and is considered mandatory he replied he never check the ID instead check the number on the receipt and hand over the items. When he realized that his mistake is been exposed in front of several customers in the store he started swearing and told me get out of my store as you are the only one ever to have that complaint (later on found reviews of same issues in the store website). He was extremely **** *** disrespectful *** *** ***** ** ** ******** so I left the store and report the matter to police who is investigating whether it was a mistake or some kind of foul play.

  Business Response

  Date: 17/11/2022

  On the Go Convenience
  Mr. ******* ****
  ** ******** ***
  Stoney Creek, ON, Canada
  *** ***
  
  November 15, 2022
  
  SUBJECT: Re. ID ********
  
  Dear ****** ***
  
  On October 21, 2022 the customer walked in my store to pick up a parcel. He had a ********* slip for pick up. His dates mentioned in his statement are incorrect.
  When I read the name on the slip, which was his last name, I asked him “is your name, ****?” the customer said “yes”. I asked him that, because that was the name on the parcel that was picked up a couple of hours prior to the complainant arriving.
  I immediately told the complainant that someone with ID with his name and address came in to pick up the parcel.
  Name or no name on the slip, I always need to ID the person to ensure the address matches the one on the parcel. He said how can you give it to them? When I am the complainant. I said “ I checked the ID but I do not know how the person looks like it – it was a fake ID.
  The complainant asked “did he have a slip?”, I said “no” because not all customer’s come in with slips. Here are a few reasons: (slip flew off door, partner/spouse asks each other to pick up, the person pick’s up after work, some slips have no names on them……many reason’s why people come in with no slips). That is why it’s very important for us to ID the person when they arrive. At this time he started to accuse me that I stole his phone and he kept yelling that I cannot give phones out without cheeking slip. I was trying to tell him that I checked the ID and it must have been a fake ID. He started to demand me to show him the video and I told him I cannot do that, but we can call the police and I can give it to them and I also told him to call *********. At one point I told the complainant “I need to help my other customers and if you continue yelling, please wait outside, I cannot keep arguing with you.”
  At that moment like I would do with any of my customers over the last 8 years of owning my store is try to resolve the issue. I grabbed my cell phone and dialed *********. The complainant was also on the phone and my guess is he called his father and *********.    At that time, I had about 8-10 customers in my store as there was a ***** *** jackpot draw that night and I was very busy. Some of the customers in line were my regulars over the years. I stayed on the phone with ********* and continued to serve my customers in line.
  While I was doing that, the complainant and his father walked in the store. At this time, I had a line up of customers and his father started yelling saying “where is my son’s phone?”, Why did you give my son’s phone away? And he was asking me to admit my mistake that I did not check ID/slip and I just gave the phone away without a slip present. I kept adamantly telling the complainant’s father that I checked for ID, and it must be a fake ID, but he would not accept my answer and kept saying admit your mistake, you did not check ID, check ID.
  At one point a customer intervened and asked his father to stop yelling at me, and if you keep yelling you should go outside.
  At this point I am telling his father “that I am the owner of the business, why would I ***** from my own customer’s”?
  He started yelling that he saw my business on sale, online, in the summertime and I he started implying that my business was on sale for the reason of ********** activities and that I was selling phones on the black market. He was attacking my business, and defaming my character.
  ** **** ***** ******* **** *********** *** **** ** **** **** ****** *** **** *** * ********* ****** *** **** *** *** ******** *** **** ***** ***** **. While all this is happening, I am still on hold with *********.
  At this time, his father said he was going to call the police, and I said “kindly go ahead” and they stepped outside to make the call.
  While they were outside, ********* answered my call and I had them on speaker phone with other customer’s in the store and I spoke to the agent and I told them everything that had happened step by step as mentioned above. (A guy walking in a few hours ago, I ID’d the guy, the address on the ID matched what was on the box……) ********* stated that there has been a lot of ********** activities happening with cell phones and lately, it has become a problem, I told them that the complainant thinks I am stealing his phone and committing ********** activities. I asked ********* to speak to the complainant and explain this to him.  I then asked a customer to go the front door to see if they were still outside and ask if they could come in to speak to *********. I gave my cell phone to the complainant’s father and he took ********* off speaker phone and spoke to them.
  While ********* was explaining the same story to him that they told me, his father started to say out loud “see he is saying fraud”, and I told him “No, ********* is telling you ********** things are happening with phones”. I said “if you want to speak with them, you can take my phone outside and then he went outside and came back in a few minutes later and he was still on the phone with them *** ***** **** **** *** I told him, “if you are done with *********, can I have my phone back”. When he hung up with *********, he continued to accuse me of being * ***** and that is when I told him he is no longer welcome in my store and that he can leave. ********* took down the incident and told him to call the cell phone company and a new phone would be issued in 3 days.
  A few days later I was notified by the Hamilton police, about the incident and I spoke to them and reviewed the video.
  The police said he would come by for the video, but he did not have a chance to, so I screen shotted the video to images and sent it to the officer. I have the officer’s information and emails corresponding to this incident.
  I was also notified by ********* loss prevention, and I sent the same info to them, and I have all info and emails corresponding to this incident. Also, ********* should have the recorded call.
  ** ******* ***** ** * *** ***** ** ** ******** **** *** *********** ** **** *** ****** **** *** ****** **** ******* **** ** *** ****** ********
  I even went beyond to the landlord to see if they could get any videos of the outside (car/license plate).
  I think I handled the situation very well considering being accused of things I did not do in front of my customers and in my own store.
  ***** *** * *** ******** ** ******* ***** ****** **** ****** ***** **** ** ******* * *** ** ** ******* ******* ** ******* **** ** ******* ** ** *** *** ************* *************** ******* ****** ***** *** *** ******* *** ***************
  ** *** *** ** *** **** * ** *** ***** * *** **** ** ************** All I was trying to do is run my business in a professional manner, stand up for myself and try to solve the issue. I have been doing 100’s of parcels a month…for years and never experienced this. I had 1 customer walk out tonight saying “I am very happy you offer this service”. I guess you cannot please them all, but I worked with all parties to get to the bottom of the issue.
  If you need any customer reviews from that day, I can gladly ask the customers I know that was in the store that night at that time.
  
  Best Regards,
  
  Pardeep S. B.