Complaints

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• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair 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 Friday September 15, my elderly mother took my 9 year old son to crosslines after grandparents day to buy him something she could afford. She accidently left her debit card there. She called me Saturday morning to get it for her as I live right by Crosslines and she is over 30 minutes away. I entered Crosslines and saw *************************** working there. I asked a different lady behind the jewlery counter for my mom's debit card. She asked ******* if she had it, ******* said yes. The lady said I could get it from her. ******* yelled loudly in the store she was not handling it and another employee needs to. ****, the ast mgr, came from the back. I showed her my ID and got my mother's debit card. I thanked her and immediately left. A few hours later, I saw that the employee of Crosslines, *************************** publicly posted about me and my mother going in there and said her "bosses" had her back and Crosslines was putting a restraining order on myself and my mother. My mother has been shopping there for years as she is on a fixed income. The employee, *******, used to date an ex family member and I guess was taking her anger out on us. I reached out to the ast mgr ****, who ignored me as she was named in the posts as agreeing. The posts and the restraining order threat was posted as if by the company of Crosslines publically for everyone to see. Crosslines, who advertises they help the community and the needy, ridiculed my elderly mother publically for accidently leaving her debit card and then threatened to place a restraining order on her. She is involved in the community of ******** her entire life and in her church congregation and was publically humiliated protrayed by this company, Crosslines.

  Business Response

  Date: 10/03/2023

  
  Thank you for reaching out to us about this matter. We are so sorry about the events that transpired that weekend. Crosslines was unaware of the issues until Monday morning when my assistant came into my office and told me about the posts that were made by an employee Saturday and the issues arising from the post. I had them send me copies of all the posts and messages that were sent so I could see what was going on. After getting all the information I contacted our Board President and discussed what to do moving forward.
  There were 2 posts made by the employee in which she tagged my assistant in. My assistant and Crosslines had no part in the drama created by this employee, and we do not agree with her words or actions in this matter. My assistant did not answer the private message sent to her Sunday morning by ************** as she did not want to get involved until she discussed the matter with me.
  The issue about the restraining order was only mentioned in a private message from the employee to her ex-boyfriend.Crosslines was never contacted about a restraining order, and we would never have issued one.
  As our only way to contact ************** was through the message, she sent my assistant we sent her a response back. Below is a copy of the letter that I signed and sent back through messenger. ************** responded back with appreciation for the letter and a Thank You.
  
  September 19, 2023
  
  Dear ***********************,
  
  Crosslines is very sorry for all that has transpired over the past few days. As administrator I was unaware of any of this until Monday morning when my assistant informed me of the actions of one of our employees on social media. The opinions and actions of **************** in no way reflect those of Crosslines, ****, or me. Crosslines has never even considered issuing a restraining order against anyone. I was unaware of the issues that even led to the ensuing drama brought by ****************.We have spent the past 24 hours putting together the information and discussing the incident with the board president about the issue. Disciplinary actions are being taken.
  You and your family are welcome to shop at Crosslines anytime. We are so sorry this has happened. If you have any more issues please feel free to call Crosslines anytime.