TGG AGL Store Credit and their very rude Customer Service

PChinna on 21/12/2022 - 12:27
Last edited 21/12/2022 - 12:30

I received a TGG store credit ($200 with 3 years validity) in August because of moving to AGL through TGG referral. I purchased a $198 product using this credit on 29th August as a gift to my sister. Since she did not like it I returned it on 30th August. As it was a store credit they could not provide refund in store but promised that I would receive another store credit coupon over SMS in a week. Since I did not receive any credit voucher on SMS, I visited local store almost 4-5 times in September.

Actually,they sent store credit to my work email (which was registered in there under my mobile number) on 8th Sep with a 3 weeks validity. Unfortunately my work email filtration system has blocked it due to security reasons. Though I was going to store to find out the update, no one has told me that it was sent to my work email. Finally,when they informed about this, it was already expired.

Later I mentioned that original credit was valid for 3 years and requested for a 3 years validity for the new store credit coupon. All this happened in early October but I did not hear anything from them. Whenever I went to store they directed me talk to customer service. I called them 3 times (with a waiting time of >1hr). Finally when I called them yesterday, the lady over phone was very very rude to me said that "we already sent a store credit and clearly mentioned in that email that it would expire in 3 weeks". She also left a note on my request saying that "no one should issue store credit again". She did not listen to me at all and moreover she was literally shouting at me though I was saying " please let me speak, please let me speak"( I'm not a person who shout a lot). I never experienced such a rude customer service through out my life. It was not matter of $198 for me but they way she spoke to me it was very very painful and the next 30-40min I had a severe headache.

I don't see any intentional mistake from my end. If they think I'm calling many times, they could have told me last 3 times I called or more than 10times, I visited local Store. This is not the way she should behave.
Firstly they sent me a 3 weeks valid store credit in exchange of 3 years store credit. Secondly, no one has provided me a clear status of my request. Finally, they very rude to me since I contacted multiple times.

Is there anyway that I can get my store credit back and also make a complaint on customer service lady? It is really really rude behaviour.

Sorry for such a long description and question. I will be thankful to all whoever comment on this.

Thanks

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Comments

  • spackbace on 21/12/2022 - 12:40
    +4

    Actually,they sent store credit to my work email (which was registered in there under my mobile number) on 8th Sep with a 3 weeks validity. Unfortunately my work email filtration system has blocked it due to security reasons.

    TL;DR

  • PChinna on 21/12/2022 - 12:43

    I do agree they sent it as they said. But it was just 3 week validity.

  • vinnychase on 21/12/2022 - 12:46
    +8

    TGG instore staff are incompetent across the board and the company has a few design flaws. Every time I try to buy something like an apple product or other high value products they say they need to go to the 'vault'. Apparently only the supervisor has the key so then they have to find that bloke who's always hiding behind the fridges or something. After they find the key they go into vault and look for it for a solid 5 minutes minimum. Then they come out and say we're still looking mate just be a few more minutes. Then another guy comes to help him and he finds it instantly and then they both laugh while I cry about wasting the last 30 minutes of my life and most likely overpaying because they don't price match amazon.

    • Jimothy Wongingtons on 21/12/2022 - 12:58
      +6

      he finds it instantly and then they both laugh while I cry about wasting the last 30 minutes of my life

      this was my exact experience with my last transaction at good guys, thought i would be smart and place a c&c order so it would be picked and ready to sign out asap, the older lady spent a good 15-20 despite me saying i can see the order, its just on the shelf below the one you're looking at… multiple times.

      then she got the younger lady who was like oh yeah no its here.

      laughter ensues

  • TimmyTims on 21/12/2022 - 13:05
    +3

    Call the support centre back and ask to speak to a supervisor about a complaint. Have them pull up your file and they should be able to see who put notes on your account. This will show who the operator was you spoke to. Ask them to review the call recording and get back to you.

    Hopefully, they will issue you a new store credit valid for 2 years as an apology

    • Cheaplikethebird on 21/12/2022 - 14:12

      This. Some CS agents get on a power trip and have it in for customers (mostly for good reason but whatever). Supervisor will just auto refund you so as to get off the phone or they'll just tell the CSA to process the new gift card.

      • PChinna on 21/12/2022 - 14:36

        She mentioned that her manager only told her that it was already issued and would never issue again.

        • Cheaplikethebird on 21/12/2022 - 14:40
          +3

          Ask to speak directly to the supervisor and don't give up until they do or they reissue the gift card. Pretty sure they legally need to escalate the call to a manger when requested, at least that's something I was told while working in CS and that line has worked for me many times when on the other end. Supervisors HATE talking to customers so will do everything they can to resist taking the call and once on the call will do everything they can (like process the refund) to get off the call.

  • JimB on 21/12/2022 - 14:27
    +2

    2 there are two separate issues.
    - store credit lasting 3 weeks
    - being emailed to your work.

    • store credit lasting 3 weeks. That's not very fair but fully legal as they don't have to accept returns in the first place
    • being emailed to your work, that's a tough one. All you can do is go higher up until you get the resolution you want.

    At the end of the day, the original TGG store credit was free and at some point, you just have to move on and not buy from TGG again. Seems like you have already spent hours + visited the store 4-5 times. Just give poor online reviews.

    • PChinna on 21/12/2022 - 14:35
      +2

      Thanks Jim. As you said it was a free money so I was not exactly after $198, especially after that call. I can give up that credit, but the way she answered me was really painful to hear. She did not even want to hear what I was telling. She was continuously saying "I'm going to terminate your call and leave a note that no one in the future would issue a refund" that too in very rude way.

  • apple2016 on 21/12/2022 - 16:58

    Since she did not like it I returned it on 30th August.

    This is the issue. Stores need not provide returns for change of mind. In your case they have provided a store credit with 3 weeks validity.
    If the returns was due to faulty product then you can demand / entitled to store credit with 3 yrs validity. Change of mind returns is up to the retailer.
    Also the customer service rep could have explained this calmly to you.

    • Quantumcat on 21/12/2022 - 20:42

      They said it was being sent via SMS though. If they had told OP it was being sent by email they would have had a chance to change the email on the account and avoid losing it.

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