Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited Gabes in *********** ** on December 7th 2024 and found an item in the clearance section left over from Halloween. It was slightly broken/damaged but the only one of its kind in the isle. I brought it up to the front where I asked if they could take anything additional off because it was broken. "April" the manager was called to the front and got a very nasty attitude about my request saying "oh you can just nail that back into place its not broken" I shop at Gabes all the time and this was rather rude encounter for something that could and should have been handled much differently. This persons level of customer service was non existant and even the cashier was offended. Is this how you train your managers to treat people?

  Business response

  12/18/2024

  Our customer service department has tried to reach out to the customer on numerous occasions to work out a resolution but all attempts were unsuccessful. 

  Customer response

  12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Because no proposal has been discussed.  I have had no contact with anyone nor any offers of resolution despite their claims.  However,  I am currently out of state and have limited access to phone and email however I will return home on 21 December 2024 and will be happy to speak to a representative from the company after that time.  please have the business reach out to me again for a proposed resolution and as soon as I hear from someone then I can make a determination. 
  

  Regards,
  
  ***** ********

• Initial Complaint

  11/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing about a terrible experience at Gabe’s in Lynchburg on November 6, 2024. We were charged full price for items clearly marked with discounted prices. The cashier corrected only one item, despite our warning about two others. With a condescending attitude, she insisted the charges were correct, even when it was clear we were overcharged. When we tried to explain, she accused us of trying to get products cheaper than they were, which was insulting. We asked for the manager's assistance, hoping for a resolution. Unfortunately, the manager was not only unhelpful but rude. Instead of listening to our concerns, she raised her voice and ordered us around. She didn't even review the bill once and treated us with disrespect, appearing more interested in shutting us down than resolving the issue. It seemed clear that she was discriminating against us, likely because of our accent. This was humiliating. Despite the mistake being easy to identify, neither the cashier nor the manager took the time to confirm our claims. Instead of scanning the items again to verify the prices, they dismissed our concerns entirely. We left the store unable to buy the things we needed after traveling two hours to reach the store from our hometown, spending an additional hour in the store shopping, and another half hour trying to make the staff understand their clear mistake. All of this, plus the gas we used and the coupons we could not use due to the cashier’s inability to correctly scan them, was a complete waste of our time and resources. On top of that, we were insulted, dismissed, and disrespected by both the cashier and the manager. The lack of effort to resolve such a simple issue, combined with the appalling customer service, made this experience incredibly frustrating and humiliating. We request a formal apology from both the cashier and the manager for their unprofessional and disrespectful behavior. The headquarters should give this store's staff proper training.

  Business response

  11/22/2024

  The district manager reached out to the store to investigate the situation described in the complaint. The manager of the store then reached out to the customer and offered an apology and a gift card for their less than satisfactory experience and the customer then declined the gift card and apology and wanted compensated for their time and mileage. That was much more than their original resolution requested. The manager stated that they could not pay the customer for their time and mileage but would still be able to provide a gift card. The customer declined yet again.

  Customer response

  11/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear BBB,
  Thank you for your efforts in mediating my complaint.
  Unfortunately, I remain dissatisfied with Gabe's response. When the district manager called, it felt like a formality rather than an attempt to understand my concerns. Instead of addressing the issue, the manager immediately offered a coupon within the first moments of our conversation, showing little engagement with my complaint.
  My point was never about monetary compensation. I made it clear that proper training for the cashier and manager involved was necessary to prevent similar incidents. While I rejected the coupon, I explained that it could not compensate for the humiliation I experienced, nor the time, effort, and travel I invested. A sincere apology and an acknowledgment of the need for better customer service could have resolved the matter, but this was missing.
  The district manager’s approach to reduce the issue to a coupon, without addressing the core problem, only deepened my disappointment. This reflects a lack of accountability and a failure to prioritize customer experience.
  I no longer wish to pursue this further. Please close my complaint, as this seems to reflect the general attitude of Gabe’s management. I will not shop there again and recommend reviewing their Lynchburg branch to avoid similar incidents.
  Thank you again for your assistance. I hope my feedback leads to improved customer service practices.
  Sincerely,
  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/11/2024 - Returned women' scrub shoes. Purchase amount - $10.99. The business committed to a $10.99 refund back to my bank card. I have not received my refund from Gabes'. 8/16/2024 - I went to the store with my returned item receipt; the manager made a copy of my, and said she would forward my complaint to upper management. 8/23/2024 - I called the manager for an update - no response from upper management. Manager said she's contacting upper management again.

  Business response

  09/09/2024

  Our customer service department reached out to the complaintant and issued a refund and a gift card for the inconvenience. The customer was very happy with the outcome.

   

  Customer response

  09/18/2024

  Better Business Bureau:

  Luther (CSR) from Gabe's, called on 9/4/2024 with an apology regarding my complaint, stated that I will receive a refund of $10.99 for the item I previously returned, and a $25.00 gift card for the inconvenience. My $10.99 refund posted to my account on 9/5/2024, and I received the $25.00 gift in the mail on 9/13/2024. I appreciate you all for assisting with this matter. Have a wonderful day!
  
  Thank you,
  ****** ******

• Initial Complaint

  11/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Gabe’s committed to a reward program that depending on spending you get $5 off $25 or more. Gabe’s internally would keep coupons on their system so you can give them your phone number and have them look your account up. They also will stack coupons for people like me that spent a lot of money and have a lot of coupons. Last week I went in to Gabe’s to do shopping and they told me their system was down and apologized. I had a lot of stuff and there was a massive line. I complained and the manager said there is nothing they can do. I bought my stuff without using the coupons Gabe’s was supposed to honor because of their system fault. Today I went in to use my coupons and buy Christmas items only to be told by the employee “we no longer can help with that” I was mad and asked why and she said “the company changed it and many people are mad”. I said the only reason I came here was to use my coupons. This is now about $30 worth of coupons they should have used. I am requesting store credit for the money I should have had off my purchases in store credit and I want Gabe’s to notify customers by signage on doors and by email of this change as there has to be dozens of people mad, but I might be the only one pursuing Gabe’s to make it right. All of my purchases are under my phone number and do not feel I should have to upload reciepts as the business has record of my purchases and coupons. All their computers have to be networked into a Gabe’s server.

  Business response

  11/20/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer
  Concern with an assigned ID of ******** (the “Complaint”).
  

  The complaint is in reference to a customer service issue. A member of our customer service team
  tried to reach the customer by telephone and email on 11/13 but was unsuccessful. A member of our
  customer service team will try to reach out to them again today. If we are able to reach the customer,
  we will work on obtaining a resolution.
  

  With that being said, we consider this matter to be closed. Should you have any questions, please do
  not hesitate to contact me.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited the Gabes Store in West Virginia sometime last month and encountered a very rude manager that took neither my concern or my complaint seriously. I had attempted to point out to her that an item might have been mis priced. There was a light jacket listed at $19.99 at Gabes and under the price it was at 19.96 at Walmart with a comparable value listed at $40.00. Given the presence of the walmart tag this was obviously fasle. When I showed it to her and asked if this was the real price as there was none others overthere and it was a mistake, she removed the perforated tag part with the walmart price and still charged me gabes price. Gabes is an outlet store that gets closeouts and other items and marks them down which is why folks shop there. She was rude and unhelpful and I would like to speak to someone about this because I do not appreciate being treated that way nor do I think I should have been charged that amount of money for that jacket.

  Business response

  11/08/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer
  Concern with an assigned ID of ******** (the “Complaint”).
  The complaint is in reference to a customer service issue. A member of our customer service team
  spoke to the customer on 11/2/2023 and was able to reach a resolution.
  With that being said, we consider this matter to be closed. Should you have any questions, please do
  not hesitate to contact me.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was making a return with a receipt, and the sales clerk and manager refused to listen and process my refund. I was spoken to unprofessionally, called names, and accused of being rude when I asked for a manager. I asked another manager to process my refund since the sales clerk was being belligerent and asinine. She refused to assist, and I asked for the corporate number. I was given a false number and still did not get my refund. I believe that I was spoken to and demeaned in this manner by the white male sales clerk and white female manager because I am a black educated female who knows her rights, I demanded an apology, and the sales clerk told me that it would never happen. Another customer, whom I did not know who was present during this exchange, stated that the sales clerk and manager owed me an apology. The manager expressed that the sales clerk did not do anything wrong. At this point, I just left so that I did not remain in a hostile environment with white people, I did not know what they would do next.

  Business response

  10/09/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer Concern with an assigned ID of ******** (the “Complaint”).  
  The complaint is in reference to an experience a customer had regarding a refund.  Our HR team spoke to the customer on 10/5/2023 and was able to reach a resolution.  
  With that being said, we consider this matter to be closed. Should you have any questions, please do not hesitate to contact me. 
  

  
  

• Initial Complaint

  09/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a vacuum used it once and it broke went to return for an exchange they had one to exchange and said I could not with a receipt that was not a week old

  Business response

  09/12/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer Concern with an assigned ID of ******** (the “Complaint”). The complaint is in reference to an exchange request for a vacuum that the customer purchased. Our customer service team reached out to the customer on 9/11/23 and was able to reach a resolution. With that being said, we consider this matter to be closed.

  Should you have any questions, please do not hesitate to contact me.

  Sincerely, ***** *****

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a suitcase on 7/27/23 Exchanged for a different suitcase same day. Ended up not liking that suitcase due to defect. Refused refund and they tried to force me to take a gift card. Original purchase was with a debit card. I just want my money back.

  Business response

  08/14/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer
  Concern with an assigned ID of ******** (the “Complaint”).
  The complaint is in reference to a refund for a suitcase that the customer purchased. Our customer
  service team reached out to the customer on 8/2/23 via the email address provided in the complaint.
  We have yet to hear back from the customer to obtain further information for the return. No other
  correct means of communication were listed on the complaint, as the telephone number listed was
  missing a digit.
  With that being said, we consider this matter to be closed. Should you have any questions, please do
  not hesitate to contact me.

  Customer response

  08/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Danielle *******

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First documented I was in the fitting room with two attendants working talking that allowed a man to come in with empty hands and I looked up to their broken door and room they had me to find a man watching and recording me which I then turned and recorded him red handed violating my rights body privacy and humiliating me as I’m 8 months pregnant The attendants did remove him but also then hours early shut down the dressing room wouldn’t allow me to finish or continue Then a sneaky employee was stalking me to see if I was going to file or call police when she was snooping and literally changed her uniform and her walkie went off startling her and I both and caused me to fall into a rack pregnant and not expecting it to admit to me she was just ensuring I was ok and wasn’t just stalking me At check out I was refused three items they had marked down three or four times and told without even going to check they were tagged wrong and gave me a crazy price not even the original tag price ( register employee 7) store **** and I have transaction I’d I was recording audio of it all in my pocket I have saved I am sick and just disgusted in the staff refusing to get me a manager or honor even the original tag price before the three or two already clearances marked down items In 2022 I was promised a full credit or refund I never received when they openly admitted to selling me a knock off fake Michael **** black leather ****** back pack I took that one and another I had purchased from same location previous to be cleaned and was told it was fake it wasn’t worth a dime and no ******* **** ever made sold or even used such poor material and brought the cleaner company recipets proof of false and fake foraged designer bag my reciept and was promised it would be made right told to keep the bag and wait for my credit or refund from cooperate Never happened They never give me my points as I keep every paper receipt in a file folder due to the lying and being owed for this

  Business response

  07/10/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer Concern with an assigned ID of ******** (the “Complaint”).

  The complaint is in reference to several allegations that customer, ***** *******, made. While we take these allegations very seriously, we could not find any evidence to support the customer’s claims.  Although we did not find evidence to substantiate the customer’s claims, we will be reaching out to the customer directly in an effort to maintain a good customer experience.

  With that being said, we consider this matter to be closed. Should you have any questions, please do not hesitate to contact me.
  
  Sincerely,

  ***** *****

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went into this location to make a return and a purchase. The young lady at the counter started to process the return and told me it would be separate transactions. I explained the last time I came in the gentleman returned all the merchandise and allowed me to make my new purchase. She instead just continued and gave me a partial refund in cash and a partial refund in credit (when I used a card on all purchases). There was another older lady who seemed to be a manager or lead as she was coaching the other lady as to how to complete the transaction, but she was not very helpful at all. When I asked why the purchase had to be completed that way and she was rude and told me it doesn't always happen that way and different cards work different ways? Yeah ok. I left there unhappy with the total experience. That manager or lead needs some more training in customer relations obviously. And the cashier should be taught how to properly handle returns and exchanges.

  Business response

  06/01/2023

  We have reached out to the customer by phone (X2) and also sent an email on 06/01/2023. Once we hear back from the customer, we will gather all needed information and try to reach a resolution for the experience received. 

  Below is the email sent on 06/01/2023:

  Good Morning Kellie,
  
  We recently tried to reach you by phone regarding a return at our Elyria, OH location. We would like to look into this matter further but need additional information. Please call us back at your earliest convenience (1-800-458-6546) or reply back to this email with a good date/time that we can contact you.  We appreciate you as a Gabe’s customer and hope to hear from you soon. 
  
  
  Luther *******
  Customer Experience & Support
  ************* ** ***** ******
  Morgantown, WV, 26508 
  

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩