BJ's Wholesale Club

I visited the Gainesville, VA store on 8/18/19 to pick up a pair of glasses that I purchased a few weeks prior. While in the Optical Department, I observed a sign that said 75% of all frames. I asked the person working for more information on the promotion and was only told that it excluded some of the children frames. After approximately 30 minutes of looking at the frames, I selected a few for purchase with the expectation that I would return later for the prescriptive lenses. At time of checkout, the employee then stated that the promotion only applies if i purchase the lenses as well. I then asked the employee why that wasn't communicated earlier and where is it communicated? The sign did not include any wording to indicate that it only applies if lenses were purchased. The employee began shuffling through paperwork and was still unable to provide anything which stated that the sale applied to frames with the purchase of lenses. The employee even reported to have called another store location and was still unable to provide any documentation.

At that time, I asked for a manager to be called. The employee reported that the Optical Manager was not working on this day. I asked that the store manager be contacted. At that time, Larry, General Manager was called to assist. I explained to him my concern regarding the sign and the employee not accurately representing the terms of the promotion and that it is my expectation that the sign be honored. Larry stated that he had to go by what the optical employee reported. I asked that my concern be escalated, and he then advised me to contact customer support. I then asked him to get customer support on the line to ensure that I am speaking to the correct person in the correct department. Larry refused stating "I will dial the number but when someone picks up you have to talk to them yourself." I responded saying "I am asking that you explain to them the reason for the call and ensuring that I am speaking the correct person in the correct department." Larry then responded that he has other customers that needed his attention. I then said to Larry that I am a customer, a paid club member, and I need his attention the same way the other customers do, and I am standing in front of him. Larry again stated that once someone picks up the phone, he was leaving. I then told Larry, that I am beginning to wonder if I looked like him, would his interactions with me be the same. Larry immediately hung up the phone stating that he was done working with me and that I have no right to question him. I again reiterated my concerns to Larry of him being rude and dismissive and that I have a legitimate question/concern of why he has been rude and dismissive and was it racially motivated. Larry walked away and told his customer service representatives not to assist me any further.

I then contacted customer care from my cellphone while still in the club. I was told that Larry gave me incorrect information regarding my concern of the false advertisement as they had no to ability to handle concerns regarding the optical department. This is concerning for me for more than one reason; 1. Was Larry purposely giving me incorrect information? and 2. Does the General Manager not know about the operations of his store?

Nonetheless, I am writing today because I have not received the customer service I deserve, I am very knowledgeable of consumer law, and I am expecting the 75% off the frames that I selected as advertised.