Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Yesterday 9/10/24 My wife had never been to Smith and Edwards. I on the other hand have been there many times and use to help Smith and Edwards years ago with getting there equipment out of the DRMO auctions in Tooele, UT. We shopped about an hour. At about 3:50 we went to the checkout. Obviously like almost any retail store the registers that are open have a cashier, and the light identifying that they are open is turned on, and customers are in line. I went to register #5. There was a cashier there working. She was checking out one customer. There was another customer in line behind the first customer. Whereas the light, lighting up the #5 was turned on indicating that she was open. I got in line and waited. I have always at Smith and Edwards been greeted with, "thank you for your service." I have always got a discount for my service that I don't even ask for. Smith and Edward has always been good about offering the discount. Well that service came with a price. I get very bad back pains when I stand still for more than a couple minutes. I patently stood in the line for about 5 minutes. The cashier finished checking out the customer she was working with when I got in line. Then she proceeded to checking out the next customer. Now its my turn. She turned off her light and told me she was closed. "You were open when I got in line." "I have been waiting for 5 minutes and now there are several people in the other lines and you want me to wait again." I started to walk away and told the cashier that she could restock the item in my cart when she came back to work. My wife had never been there before and really liked the store and wanted what she put in the cart. Told me, "I know where I am doing my Christmas shopping." I had no choice out of respect to my wife to go into the next line and wait again, as I stood and watched the smirk on her face. I would like Craig Smith of Smith and Edwards to answer a question. Would you be angry

  Business Response

  Date: 09/11/2024

  I hope this message finds you well. First of all thank you for letting us know about the service that you received while visiting our store.  We are truly sorry for the inconvenience you experienced during your recent visit to our store. We understand that the long wait and the behavior of our cashier were not up to the standards you expect or deserve.

  
  Please know that we take this matter very seriously and are addressing it internally to ensure it does not happen again. Your time is valuable, and we deeply regret any frustration this situation may have caused.

  We hope to have the opportunity to serve you better in the future.

  If you have any further concerns, please don’t hesitate to reach out to us.

  
  Thank you again for your patience and understanding.

  
  Warm regards,

  Craig S****

  *** *** ****

  Customer Answer

  Date: 09/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22270111, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Dwayne Fletcher