Burlington, Redlands CA

Very unorganized all the time. Only one or two very slow cashiers and you are in line for around 30min. The merchandise is getting to be of cheaper quality by the day. Customer service horrible. Called in to check on a layaway and got hung up on twice. Finally got someone on the phone and she said the person in charge of layaway is the only one who can give information and she wasn’t in until after noon.

I am not rating the store. I did not even make it into the store. I am a brown man with a shaved head and a mostly grey goatee. I was carrying a black leather Coach brand backpack. I had just stepped through the door. A Caucasian male who looked to be in his late 30s said, "Hey buddy you can't go in with a back pack. You need to go over to that counter, drop it off". In a rude tone. I assumed I was going to check it in with someone and nodded. I started to walk away but couldn't let it go. I walked back to him and in a polite manner told him that I understood the checking my backpack in before I could go into the store. But told him that I did not appreciate that he spoke to me in a rude tone. He replied, still being rude, " Hey look man, I've been here for 7 hours what do you expect? " So I said, " I expect to walk into a place of business and not be spoken to in a mean way. " Then he said, " Hey man I'm sorry that you took it that way. I'm just tired. " I responded, " I get that you have had a long day, but you shouldn't take it out on me. I had a long day and came to a store expecting people to be nice. " "He began to explain that the store had trouble with stealing. " Then I continued by telling him that he didn't have to explain why.then asked where I was supposed to go to leave my backpack and I asked, "Do I leave it with this guy? " Pointing at the first staffed check stand near the door. The gentleman says, " No, just put it in that unstaffed check stand. " So I asked, " You are telling me that you want me to put my backpack out in the open where anyone can take it? " "You just told me that you have a problem with theft. " He then responded by saying, "No, they will not take it. Because I am standing over here. " So I reminded him that he was angry with me. I did not believe that if someone tried to take my backpack he would want to do anything about it. His last response to me was, "Oh so now you're making accusations about me! " I said "yes, yes I am. "Then I told him that I hope his day would get better and walked out of the store. As I walked to the exit door, there were 2 woman approaching the register. At least one of them had a huge bag hanging from her shoulder. So the policy applies to whom?

Was it my gender or was it my race or was it my age that made you single me out?

This person was the face of Burlington. They represent the company.

I want to suggest that there be training for the associates on how to speak to guests. Also perhaps a class on how to de-escalate a situation. Also, if we require to have guests NOT walk into the store with a backpack, a safe area for them would be good. I am sure that IF someone was to take a backpack, the store would be eager to replace the item and it's content since it would be placed in the store's custody.