Hello, I have been a customer in Oregon for decades now, never losing any pawned belongings, I Have 51 renewals totalling over $6000, and continuing, here’s my reason for writing this message, when I renew a ticket and or purchase an item I earn points, which I use to purchase items being sold in the shop. Which is in Beaverton, Oregon off of Canyon rd. Well today I got a guitar of mine I pawned out of hock, $500 I paid. Then I bought a sound bar and a PS4 game, the clerk (Mike) said I could use my credit earned to buy the items I had over $19 in credit earned, and while Mike was on one of the computers processing the sale. Something happened that made him have to switch computers. So once he logged on to the other computer, my credit available dropped down to $5 available. He doesn’t know what happened And I ended up paying 10 bucks, big deal , right…….I got jacked, that was the deal, I ended up after paying $500 to get my guitar out another 10 bucks due to a system glitch, from your computers or the company software program. If Pawn shop owners were business-minded rather than money-minded, You’d think after all the years decades actually and the thousands and thousands and thousands of dollars in renewals 51so far which I’m confident, no other customer maybe in company history even comes Close to my figures. That a $5 PS4 game would have just been given to me out of appreciation for being a great loyal customer, oh and for the record, USA pawn is the only pawn shop I do business with. Sincerely Rod Holmes , riptide536@gmail.com
Usa Pawn & Jewelry Headquarters Executive Team
Nick Fulton
Co-Founder
Subject: Very sadly decision of a Store manager who made up a return policy in order to avoid my fair request to return or exchange.
Good Evening, my Name is Ivan Jesus Munguia Tadeo. I’m probably one of your most loyal customers since this store opened, as a reference here is my EZ rewards number is 0048449918. I have to mention that I have spent thousands of dollars in purchases at your company, I love the store and always have felt very welcomed by all generations of members that I have interacted with, which is why I am still in shock about my recent experience with the store manager who made up a return policy in order to avoid my fair request of a return/exchange for a piece of jewelry.
Saturday December 17th at the Pawn on SE 82nd and Powell Blvd I purchased a piece of jewelry; 10k gold crucifix that was priced at $89.99. I was so excited to have found what I was looking for I didn’t even think about bargaining. When I was ready to pay I asked the employee to confirm it was 10k, so he grabbed a magnified lens and both were not able to find the 10k seal, but I had noticed white areas on the crucifix as if the gold was wearing off. He said it was probably a two tone gold design, so he proceeded to apply a gold test with the kit and it turned out to be positive on gold, so I paid for it!…
At that moment I was not advised about any change in their return policy nor did the receipt have any new policies. Been a customer for years I’m completely aware with the return policy on jewelry (return the item in less than 24 hours, or either exchange the item for like-kind merchandise of equal value, get store credit).
I got home and after a closer inspection and due to its condition, I wanted to exchange it for another crucifix from the 3 or 4 they had on display. So Yesterday I went back to the USA Pawn and talk to the same employee that helped me the day before, and told him’ my intentions. He very kindly took the one I picked and said to me –“I have to ask my manager to do the return-exchange. That was the moment my unfortunate experience with the store manager started.
She came to do the transaction we had in mind. As she grabbed the crucifix I explained my concern about the white areas on the cross as if the gold was wearing off. I said to her that it was probably 10k gold pleaded, and NOT solid gold. She said to me in a very short way –“it is 10k gold”, to which I agreed, and told her that it was probably pleaded because of the white spots. She apply another test on the crucifix, and she repeated herself –“It is 10k gold”, I had to respond to that again… –“Yes I know is 10k, but is not solid gold, there is a difference”- (and I’m afraid she doesn’t know the difference between pleated and solid) I also told her that I find out on line you can get the a better deal on 10k solid gold for less than $70 dollars, to which she replied –“then you should’ve bargain at the moment and I am not going to argue” hearing that phrase coming from a manager blew my mind. I was confused with her behavior but I calmly let her know I just needed an exchange to which she replied in the same manner -“I am not going to argue and I am not going to make a return”…
That was the moment I realized she was not going to follow through with the company policies. She has no interest whatsoever on following the Company Slogan that was is Proudly written on a big sign right above her, “shop with confidence” “every day we work hard to build and keep your trust” …
I have to ask her why she wasn’t going to take my return/exchange, to which she replied in a mean way with the most unbelieve excuse that anyone would think of, and on a very short way, -“because it’s a 10k and 10k are not returnable”- I turned to the other employees who were visibly uncomfortable and astonished with the managers response, very calmly and respectfully I took the receipt and asked her if she would show me where the rule she was talking about was written, I started “again very calmly” reading the receipt out loud to see if I missed it anywhere, then it seemed to me, she start to read it herself, an then she read out load -“The item is inoperable”- then I ask her what she meant by that, but on a very ruddily way she just walk away leaving while I was hoping to get an answer about what she meant by that, then she just went inside the back room.
I’ve turned again to the two employees and ask them –what she just said? – and the one who was helping me since the beginning, grab the receipt and point at the very first line of the section where the Return policy & product protection plan starts… and it reads as follow… if the item is inoperable and returned to this store within 1 day… etc, etc.That really did not make any sense to me, and apparently to the other employees.
First time in years walking out of that store feeling awful and completely hopeless!
My suggestion is that she should be contact about this incident, and having her taking another training and mostly important that she should never treat anyone with such rudeness, this makes in deed break a customer’s loyalty. By the way… I didn’t argue when I was being treated like this.
I really hope and awaiting from you to find a solution to this matter. Please find below my contact information, for anything in regards, have a wonderful evening.
Truly Yours.
Ivan J. Munguia-y-Tadeo
503 758 0411
Ivandre99@gmail.com