Complaints

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• Initial Complaint

  Date:10/14/2024

  Type:Billing 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 the afternoon of 10/13/2024 my wife, mother-in-law, and children shopped at Platos closet. My Mother-in-law used her Discover card to purchase $29 worth of clothing and her credit card notification system immediately notified her of the purchase on her Apple watch. The employees claimed it did not go through and that she would need to pay a second time. When my wife noted that the charge went through on the card they asked to see my Mother-in-laws private account information! (I believe this is illegal) Then, after she logged in and showed them they still refused to allow them to leave with the merchandise and began to harass my wife and mother-in-law as they pushed back. The employees mocked them and threatened to call the police. I intend to seek legal recourse if BBB cannot help resolve this situation. I would like our merchandise and an apology from the business.

  Business Response

  Date: 11/04/2024

  Wife and MIL brought 4 items to purchase totaling $29.42 on 10/13. MIL used a Dscvr card but it did not go through.  Our POS system delivers an authorization number when the transaction is complete. This never happened. My staff explained this. *** said she got notification of the transaction but without an authorization number from the card processor it would be in a pending state.  Wife was adament that this was not the case.  Staff called me and i confirmed that if theres no authorization it did not go through on our end.  Wife was very rude and argumentative with my staff and proceeded to show my staff MIL's apple watch and phone voluntarily.  Called me again after 10mand i talked to her. She was very defensive and interuptive.  I explained how our system works and that our CC transactions batch in the middle of the night so her MILs transaction would be in a pending state and won't process.  She continued to argue with me. I finally got her to listen to me to resolve the situation.  I told her I'd have the staff set aside her items and check the batch report the next morning.  If the transaction went through I would personally ship all the items wherever she wanted them. She agreed reluctantly.  I told her to leave her name, phone and address with the staff and I would take care of it Monday. Per the store cameras, this lasted more than 20min. Staff said she was very disruptive.She continued to argue after leaving her name and address (no phone) and physically pushed my staff member (a 19 yr old female) from across the counter. She was told to leave by another staff member or he would call the police. Monday morn the batch report had no transaction for $29.42. I could not get ahold of her w/o #.  Held items for a few days but she never called. I have 20 min of video, transaction copies, batch receipts, etc. from this day.  *********** would like to see all this tell him to let me know the name of his attorney and I'll be happy to send it to them.