Wal-Mart Stores: Nefarious conduct and behavior of a Sam's Club Manager

Update: December 7, 2008

I have not heard anything from Wal-Mart Corporate. Therefore, I have returned the items purchased from Wal-Mart. I received a refund in the amount of $1,937.91. I had purchased some brackets to install the televisions. I returned them also, receiving an additional $136.83. Wal-Mart does not give their customers any respect.

Update: November 28, 2008

I have not heard anything nor have I received a response to my correspondence about the Sam's Club in Calumet City Illinois. I visited the Wal-Mart store in Calumet City Illinois this morning, Black Friday the day after Thanksgiving Day.

As I was seeking my purchase among many shoppers, I engaged a representative of the store named Yolanda. I asked Yolanda where the line started for purchasing a 42" television. Yolanda looked at me, ignored me, and walked away from me. I asked another young lady who gave me the information I needed. Her name was Bonnie, who reported she was the Marketing supervisor. I reported Yolanda's behavior to Bonnie. Bonnie informed me she definitely take care of it. It seems I cannot escape the disrespect of Wal-Mart employees.

Nevertheless, I spent $1,937.91. I bought a Dell desktop computer, a 19" Samsui LCD TV, a Home Theatre DVD/CD surround system and a 42" Samsung Plasma TV. I bought the service plans for the TVs and computer. The Home Theatre came with a replacement plan. My daughter spent $576.79.

Update: November 19, 2008

I visited this Sam's Club to speak to Mr. Hassna on Monday, November 17, 2008. I was told Mr. Hassna was in a meeting. I left a message for him to contact me. I have not heard from Mr. Hassna. Maybe they are sweeping this up under the rug.

Wal-Mart/Sam's Club employees: What are your feelings about creating a union? When you comment, comment as anonymous to protect your employment.

Update: November 17, 2008

This is the email dialogue between Mr. Hassna and I.

"Phillip Hassna wrote:

Fred, thanks for the time that you spent communicating your service experience on Sat, I do apologize for that experience. I will be contacting you today by phone, I hope that is acceptable for you. I look forward to talking with you today. Again, I do apologize and look forward to hearing your concerns about my manager.

Phil Hassna

From: Fred Nance Jr.

Mr. Hassna:

Thanks for responding. I have a very tight schedule today, hopefully I will be able to answer your call. I have to meet with the Honorable Congressman Danny Davis this morning regarding some of the advisory committees I sit on. I should be done around 11:00 am, then I am off to one of the colleges to meet with the Dean. I hope to hear from you today. Again, Thanks.

Update: November 16, 2008

I hand delivered this letter for Mr. Hassna to Mr. Leo at the Sam's Club store #6489 on November 16, 2008 at approximately 3:10 pm (CST). As I was waiting for Mr. Leo to come to the front of the store to receive the letter, I saw an employee I know. I explained what had happened to me. I was informed that there was a female complaining on Friday, November 14, 2008, about Cynthia being "rude" to her. This female informed Sam's Club staff she was going to call their corporate office about the "rude" treatment she received from Cynthia. Therefore, my experienced with Cynthia is not isolated.

Cynthia's rude and abrasive character and behavior probably spills over into how she treats the employees under her supervision. I can see why Wal-Mart does not want a union for their employees. If there was a union, the employees of Wal-Mart would have a voice speaking for them when a nefarious supervisor has behavior such as described here. I will explore and research this union issue with Wal-Mart and post my results on my blogs for public viewing.

November 15, 2008

Sam’s West Inc., dba Sam’s Club #6489
Mr. Phil Hassna, Sam’s Club #6489 Store Manager
603 River Oaks West
Calumet City, Illinois 60409

Mr. Rob Walton, Chairman of the Board of Directors
Mr. Lee Scott, President & CEO
Wal-Mart Stores, Inc.
702 SW 8th Street
Bentonville, Arkansas 72716-8611

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

cc:

Rob Walton, Chairman of the Board of Directors, Wal-Mart Stores, Inc.
Lee Scott, President & CEO, Wal-Mart Stores, Inc.
http://clickforjusticeandequality2.blogspot.com/
http://click.townhall.com/
http://clickforjusticeandequality.wordpress.com/
http://www.frednance.newsvine.com/