Re:       Nefarious Character and Behavior of a Sam’ Club Manager

Mr. Hassna:

I, Fred Nance Jr., entered Sam’s Club #6489 on November 15, 2008 at approximately 5:15 pm (CST) with my wife to purchase items from this store. We wanted to buy steaks, but needed assistance from a butcher. There was no butcher present. An employee informed me the butchers were gone for the day. I sought a supervisor or manager to ask why there was no butcher present to assist customers needing service in their meat department. This started as a simple question, which had a simple, respectful answer. The Sam’s Club manager I encountered had a different agenda. It appears her agenda is to harass, intimidate and threaten consumers/customers.

Seeking an answer to this “complicated” question of “where are the butchers”, I went to the front of the store requesting to speak to a supervisor or manager. A supervisor began to answer my question when she spotted a manager, Cynthia. This supervisor directed my question and inquiry to Cynthia.

I approached Cynthia giving her my business card asking her was she a manager. Rather than answering my question, Cynthia asked me what I needed as she ignored my handing her my business card leaving my hand dangling with the card in it. I informed her there was no butcher present to assist customers in the meat department. I asked this question requesting to understand why there was no butcher present to assist customers and how could I acquire the purchase I wanted.

Cynthia began rudely and nefariously addressing my question and request. I informed Cynthia that she was not going to talk to me in a demeaning way and addressing me in a disrespectful and arrogant manner. I requested to speak to her supervisor. Cynthia told me she was the “boss”. I asked Cynthia for the store manager’s name. Cynthia told me Phil. I asked Cynthia what is Phil last name. Cynthia refused to give me Phil’s last name.

I started writing the dialogue and statements she was making to me on one of my business cards that she refused to accept. Cynthia did not care or want to know who she was talking too. I think anyone having dialogue with someone should know who they are talking too and their audience. If you do not know your audience, you may make grave errors that may cost something.

As I ran out of room on the one business card, I started writing on another one of my business cards. I asked Cynthia to give me the information I requested on the store and its manager on a piece of her paper. Cynthia told me I can write on what I was using. As I was writing, I asked Cynthia for the store manager’s last name again. Cynthia blurted out Phil Hassna, several times in an egregious voice. I asked Cynthia to spell her store manager’s last name. Cynthia refused to spell it for me.

I informed Cynthia that I was going to write a letter to the President & CEO of Sam’s Club/WalMart about her unprofessional character and behavior and post it on my websites. Cynthia told me that if I did not stop talking she would take my Sam’s Club membership and have me escorted from the store. I challenged this statement telling her to do it. Cynthia looked at me and walked away. I acquired the Sam’s Club store manager’s information from a business card that another respectful and concerned employee of Sam’s Club directed me too in the entrance lobby of the store.

As I recalled more information from my encounter with Cynthia, I began writing it on an envelope my wife had in her purse. As my wife and I continued shopping, I asked other Sam’s Club employees if there was another manager in the store. As I explained my dilemma to these employees of Sam’s Club and why I wanted to know was there other managers besides Cynthia in the store, these Sam’s Club employees began telling me about other customer complaints against Cynthia. If this is true, then the management of Sam’s Club #6489 has a total disregard for consumer/customer complaints against Cynthia. Consumers: Is there where you want to shop and spend your hard earned money?

My wife and I spent $185.63 at this Sam’s Club store (Transaction #2197; Store #6489; Register #008 at 5:57 pm). When we got home and I began to take the Sam’s Club groceries from the car, I told my wife I was taking these groceries back to Sam’s Club. I informed my wife that we cannot allow a retail or wholesale store to treat customers as I was treated. I informed my wife we have to make a statement. I returned the groceries to this Sam’s Club at approximately 7:23 pm (CST) and was refunded $154.38 (Transaction #1343; Store #6489; Register #1802). The other groceries my wife had already opened.

Consumers/customers should not shop where they are not respected, especially if management is the one who disrespects you. If management disrespects you, it informs you of what they think about you spending your hard earned money in their store. If it is necessary to shop at a Sam’s Club or WalMart store, find one that has a high or moderate level of integrity, honesty and respect for its consumers/customers.

Store #6489 located in Calumet City does not have a high or moderate level of integrity, honesty and respect for its consumers/customers if they continue to allow people like Cynthia to manage and direct services there.

The Sam’s Club located in Calumet City may not pay attention to this letter. This Sam’s Club may not do anything about consumer/customer complaints. One thing is for sure and can be vested with a degree of certainty (truth); we do not have to spend our money in this store. When a customer finds issues of integrity, honesty and respect lacking in retail and wholesale stores we should alert the public. Public awareness creates and drives consumer/customer power. As consumers/customers we have monetary power. We are not powerless to mega stores like Sam’s Club and WalMart. Consumers/customers can make a difference. Stand up for what you believe. If you do not stand for something, you will fall for anything. I know everyone believes in a degree of honesty, integrity and respect in the workplace and in the retail/wholesale market.

Make no mistake. If Cynthia talks to the consumer/customer as I was talked too, she talks to her subordinates likewise. I will hand deliver a copy of this letter to Mr. Phil Hassna, manager of Sam’s Club store #6489. I will provide a copy to Mr. Hassna by U.S. mail. I will email a copy of this letter to Mr. Hassna. I will provide a copy of this letter to Mr. Walton and Mr. Scott by U.S. mail. Finally, I will post this letter on the blogs below.

Respectfully submitted,

Fred Nance Jr., ABD, MA, CADC, NCRS

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November 2, 2008

Re:       Account Ending In – xxxxx

In September of 2008 I called RIDDEX to order their RIDDEX Plus product. The order process took place by phone, talking to an automated voice. During the order process, the call was cut off before I finalized my order. The cut-off was abrupt leading me to believe something was wrong. I called the RIDDEX number back, hoping to talk to a live person. I got automation again. Therefore, I immediately called AMEX to stop payment because I had entered my card number over the phone to an automated voice. I was informed by an AMEX representative that I had to wait until the charge was posted on my account before I could challenge it.

On or about October 3, 2008 I received the product for which I wanted AMEX to cancel payment. Upon receipt of this product by mail, I called RIDDEX Plus talking to a supervisor named Margaret. Margaret told me to take it to my local post office and send it back to them. I immediately took it back to the South Holland Post Office, giving it to one of the postal representative, instructing them to send it back to the sender. I made a photo copy of the shipping receipt before I took the package back to the post office. I did not get a receipt for returning it because I did not get a receipt to receive it. I left the package, the post office and went home.

On or about October 3, 2008 I talked to Amy, an AMEX representative, about this issue stating I was disconnected before the transaction was completed with RIDDEX. Amy opened case number HU40661. I informed Amy I received the product through the mail on or about October 3, 2008 and returned it to the Post Office without opening it.

On or about October 14, 2008 I talked to Andrea, another RIDDEX Plus representative. Andrea asked me did I have a receipt with a tracking number for their package that I took back to the post office. I informed Andrea that I do not have a receipt or a tracking number because I took their package and returned it to the post office telling the postal representative to send it back to the sender. After talking to Andrea, I did some research on RIDDEX Plus. I found out the corporate name for RIDDEX Plus is The Dynamic Response Group, Inc. Melissa K. Rice is the CEO, and that Kevin Sepe is the President. The Dynamic Response Group, Inc. is located at 4770 Biscayne Blvd., Suite 780, Miami Florida 33137. I called 212-614-4203 and talked Julicia Brooks about this issue. I was directed to a supervisor named Ivan who informed me he would submit a research request to Marcella a supervisor. I was told to fax the shipping receipt I had to them. I faxed a copy of the shipping receipt and the notes I took to Ivan at 972-407-3750 (fax number given to me by Ivan).

On or about October 14, 2008 I called the corporate office of The Dynamic Response Group, Inc. at 305-576-6889 seeking to talk to Ms. Melissa Rice, CEO and/or Mr. Kevin Sepe, President. I talked to Ms. Luz who requested I fax my shipping receipt to her. I fax my shipping receipt to Ms Luz at 305-576-6997. Ms. Luz assured me she would track the receipt of the package I sent back to them (shipping receipt, notes attached).

I received correspondence from AMEX dated October 4, 2008 with dispute reference number HU40661 from H. Figueroa Customer Service Supervisor stating in part, “…Thank you for contacting us regarding a charge(s) on your account. We have referred your inquiry regarding RIDDEX to one of our Customer Care Professionals for review. In the meantime, we have suspended the amount of $115.50 on your account which can be seen on an upcoming statement….” I received correspondence from AMEX dated October 8, 2008 with dispute reference number HU40661 from H. Figueroa, Customer Service Supervisor stating in part, “…We are writing regarding your inquiry about the charge(s) from Riddex. We have determined that we need some additional information from you to continue our investigation. What we need to proceed, in order for us to proceed on your behalf, we need you to provide us with: a copy of the Return/Postal Receipt relating to this inquiry….” I did not answer this correspondence.

I received correspondence on October 27, 2008 from AMEX dated October 24, 2008 from H. Figueroa Customer Service Supervisor stating in part, “…As you know, we have been investigating your claim with RIDDEX. During this time we suspended the disputed amount of $115.50. Our investigation is now complete and we have received credit for $67.65….” I immediately called AMEX requesting the full credit. I was told by an AMEX representative that an additional $29.95 was credited to my account. I asked the representative, where is the rest of the credit? The AMEX representative informed me they would continue investigating.

On November 1, 2008 I received correspondence from H. Figueroa Customer Service Supervisor dated October 28, 2008 stating in part, “…We are writing regarding your inquiry about the charge(s) from RIDDEX. We have determined that we need some additional information from you to continue our investigation. What we need to proceed, in order for us to proceed on your behalf, we need you to provide us with a signed, detailed letter describing the events surrounding your claim, including the exact amount of credit you are requesting. Steps we have taken, we have temporarily suspended the amount of $17.90 from the balance during the period of our investigation, which will reflect on your upcoming statement….” The correspondence dated October 28, 2008 has a different dispute reference number on it, which is HY64016.

This is the detailed letter requested by AMEX. First, why is the dispute reference number different? Second, I request the full credit amount to my account of $115.50, which $97.60 has been credited to my account according to correspondence dated October 22, 2008 for $67.65, and a statement from an AMEX representative on October 27, 2008 stating my account was credited for $29.95. I expect the balance of $17.90 be credited to my account. In addition, I request a correspondence from AMEX stating the full amount of $115.50 was credited to my account.

Respectfully submitted,

Fred Nance Jr.

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