Ariel Molina, PM manager, Zumiez store (#474) in Northridage Mall, Salinas,
CA is commended for her extraordinary performance in finding a solution to the problem. A family member in Oberlin, Ohio ordered a pair of shoe for Ethan, my grandson. It was a wrong size (9 & half). It was NOT store's error. In the meantime, however, the family member ordered a correct size (8 & half), both paid for by credit card. On the shipping label reads, "The fastest & easiest way to return or exchange is always by visiting your local Zumiez store, find your store at zumiez.com/store locator." I took the wrong pair to the zumiez store in Northridge mall for credit. Miss Ariel asked for the credit info, I did not have. I just requested receipt, she processed it and got a receipt. The way I thought was once she put the information into the computer, it sends it into the main office computer and will be processed and credit will be rendered. I was wrong. It did not happened. The family member in Ohio insisted the zumiez must give a credit on her account. I did not know her account number. Today, at 13:25pm, Tuesday, 4/4/17, I revisited Miss Ariel in the store. I told her, I have received a correct size via UPS this morning all paid for. I asked for her help to be sent the credit to Ohio family member's account. She listened the problem carefully, then she was calling her main office, Customer Services Representive (s), explained the administrative procedure, "should NOT have reordered the second correct size, instead of just bringing this store, exchange the right size; with having said that, she consistently discussed the solution with a few different CSRs in Zumiez's main office. She calmly explained the first order and second order. After 10 to 15 minutes communication, she solved the problem. I was informed, the CSR will process the wrong size and the family member's account will be credited in a few days. While observing her efforts during her consistent good manner with her main office, she has demonstrated the concept of customer based on value and goodwill, for that I salute her outstanding performance, this reflect the professional images on this store and all stores within Zumiez. Keep up the good work. Thank you for the best services. read more
