BEWARE of Krazy Kaplans (La Porte, IN)

My experience yesterday was less than desireable. I made a purchase of over $400 worth of supplies. While that may seem small to some, my family and I have been saving for this purchase for some time.

After getting home, I got to thinking that the price seemed a little high for what we purchased. Not that the fireworks were expensive, but that our total purchase did not add up to the $450.20 we were charged. We carefully went through our entire purchase and started adding the price tags up. In the end, we should have been charged just under $423 (including the 11% sales tax).

After calling Krazy Kaplans mutliple times, we finallly got a response. All sales are final. They do not give out reciepts for your purchase (other than the credit card reciept that you sign with the total), so there is no way of verifying what we actually purchased. They were not willing to find our reciept. There would not let us come back and discuss - they claim that we probably wouldn't bring all the items back and would just be looking for a free handout. They said we should have asked about the total price at checkout.

I explained that we were in their small store for over an hour. That all of the 5 staff in the store spoke to us at some point (we asked lots of questions about products and pricing). In fact, very few items actually had price tags on them. You have to constantly ask staff what the price of an item is. I explained that the staff should remember our us and our purchase (we did fill up almost 3 full carts in this itty bitty store). The store manager said it didn't matter. All sales are final, and they would not be willing to discuss this with us further.

I am tempted to complain in person, thinking that I might get better service (anyone can say no over the phone), but the staff were so rude on the phone that I am not sure it is worth the drive. My only hope would be to argure enough in public to make other customers think twice. I'll probably not waste my time.

My family and I were not looking to cheat anyone out of anything. We are honest. We just wanted a memorable 4th of July. Trust me, we will. And we will remember to NEVER visit this establishment (or their other stores) again.

I will add that while I have not visited the other Krazy Kaplan stores, the La Porte, IN facility is small, had a poor selection, and narrow aisles made it difficult to manuever with my cart(s).

[stuntborg]

Places like this really piss me off. I usually complain to them about it and if they don't do anything I'd stop in and talk to them in person. If they still don't do anything I'd call the credit card company and tell them you are disputing the charges. You were charged for items you did not receive. Not sure how this will turn out though. If its a chain call the chain headquarters. I'd also check into filing a complain with whoever issues the license. To put it bluntly, in my opinion they defrauded you and stole from you.

I guess I wouldn't buy from a place where the prices are not clearly marked. I also check after I leave and make sure I'm charged correctly.

[jeff wilson]

I agree,
Call the Credit card company and dispute the charges.

I hate places like that.
I always try to make sure people leave with more than they bought.
I tell everyone if they get home and find something missing or I overcharged to let me know and I will get them their money or product to them.

[Kubed]

That's a bummer kentcity. You can try giving your credit card co. a call and dispute the charge, but without having a receipt it might not get far. I would still start the claims process.

Really though, the best thing you can do is get the word out like you're doing. When customers are treated like you were it always comes back to bite the business in the butt.

[indycamel]

That sucks man. Call the credit card company. Take pictures of everything, make a list of the prices with a total and keep them as a record. If he sues, then you will have evidence.

And most importantly, next year buy wholesale!

[Mikeee]

call store alert them to the fact that following your call to them you will be calling your credit card company to place a dispute claim. If you get no where call Credit Card company. They have people to handle these things. I disputed a gps which I bought of the internet and got it for 100$ below there cost.

[A_pyro_rush]

I was at that store a few years back and was dissappointed enuff not to ever go back. Disputing the overcharge is your only bet.

[bob weaver]

Now we know how their store got named.

[SPACEBLUESONOMA]

I am surprised of the treatment that you received. I live closer to his other stores and have visited them all except the laporte and michigan city locations. Usually not the most knowledgable staff...but I have never known their stuff not to be priced and such. Even his kennedy store which is very small, the items are alway priced.

I don't shop there too much, in fact I work for one of his competetors, but I do pick up a few must haves from him every year as he is the only one I know that always has them. The only complaint I have ever really heard about him is that he is high price.

That being said, they are part right, I would have questioned the bill before I left the parking lot.

However, If I were you, I would contact the Cline avenue store and ask to speak with one of the managers there. Give them a list of exactly what you bought. Reasonable people don't spend over 400 dollars and then try to rip them off for 27 bucks. Discuss your concerns with them. I would be very surprised if you don't get some sort of resolution.

ouch that hurts

[knick]

That is some total BS. Next time try the Krazy Kaplans store on Calumet Ave. off of the I-90 skyway. Very Knowledgeable and def. wont screw you like that.

[RudyG]

There are much better stores to get fireworks in Indiana then Krazy Kaplans. There prices are too high. The last time I was at one of there stores everything had price stickers on the products. You might have picked there worst store to shop at.

[bob weaver]

kentcity131: Why don't you print out this thread and mail it to them. That would let them know how fast word gets around. You can point out that this forum has 1,722 registered members and an unknown number of "lurkers" who also read it. Undoubtedly some of them live in the general area of that store, and thus that store has lost some potential customers, all because of a $27 discrepancy.

[SPACEBLUESONOMA]

Originally Posted by bob weaver

kentcity131: Why don't you print out this thread and mail it to them. That would let them know how fast word gets around. You can point out that this forum has 1,722 registered members and an unknown number of "lurkers" who also read it. Undoubtedly some of them live in the general area of that store, and thus that store has lost some potential customers, all because of a $27 discrepancy.

Bob, that too is a fantastic idea. Unfortunately they do no longer have a website...but their headquarters is located at 3740 179th street, hammond, IN 46323. I would still try to call there, speak to a manager. Explain your dilema. Again I would be surprised if you don't get a resolution. If you have to play hardball...Bob's idea is fantastic.

Good luck and let us know how it turns out

Thank you to all who have given me (and my fiance) advice. I'm sorry I haven't posted sooner, but we've been on vacation since July 3rd.

We are currently in the process of disputing the claim with the credit card company. While we are not confident this will result positively (since they do have our signature for the full amount), we have explained that we were overcharged.

Unfortunately, the store is several hours away and driving there is time consuming. I initially wanted to do this, but I was convinced it wasn't worth the gas money. It's just the principle of the matter.

I have printed out the thread. I will be sending it with a letter to the main store in Hammond, IN later this month. While the local branches may not be able to do anything, maybe the main office can.

In the meantime, I will happily accept recommendations for better places to purchase my fireworks next time. I live in the middle of nowhere, but locations between the Michigan border and Indianapolis - and east of I-69 are prefered.

[SPACEBLUESONOMA]

How far are you from Muncie IN? THat is east of I69 and there you will find North Central Industries. I have never personally been there...but I do enjoy great grizzly products and they come from there. I know they have a retail showroom, not sure what their policies are for wholesale.

How close are you to Millers Fireworks?

I am not sure what the fireworks scene is down in Indy.

[M@TFink]

Well Hello again This is the manager of said store. You have to realize that on the day that you called I was answering the phone for all the other stores and Had plenty of work to do in the store since it was so close to the forth. Now it is clearly stated on the counter that all sales are final, But if you thought you were over charged you should have said something before driving all the way home and I could have helped you. I can not fix a problem if I am unaware of said problem.Now on the fact of remembering you and your purchase, now that is a little had to do. Since there is at least a hundred people in that "itty bitty store" everyday near the fourth. Sorry. On the topic of the store being small you should have tried across the street the stores are half the size. Now if you want to drive all the way back to the store I will give you the $27 out of my pocket to refill your tank.

[ssgroy]

Originally Posted by M@TFink

Well Hello again This is the manager of said store. You have to realize that on the day that you called I was answering the phone for all the other stores and Had plenty of work to do in the store since it was so close to the forth. Now it is clearly stated on the counter that all sales are final, But if you thought you were over charged you should have said something before driving all the way home and I could have helped you. I can not fix a problem if I am unaware of said problem.Now on the fact of remembering you and your purchase, now that is a little had to do. Since there is at least a hundred people in that "itty bitty store" everyday near the fourth. Sorry. On the topic of the store being small you should have tried across the street the stores are half the size. Now if it is that big of a deal and you want to drive all the way back to the store I will give you the $27 out of my pocket to refill your tank.

Look, I run a fireworks business and I would never do what you have just done. Making comments such as "if it is that big a deal" or getting snippy about him commenting on the size of the store have no place in this dispute. You have probably just lost yourself many current and future customers with that type of brazen attitutde. It is not about the money for this customer it is about the principle of the matter and the perception that the customer was over charged. Perception is everything so it does not matter if it was intentional or an oversight on you companies part. I have had customers come back to my stand with 1 shell that did not fire out of six and I replaced the entire box no questions asked. If I had a customer say he was overcharged I would fix it. Your policy of "all sales are final" makes sense but that should cover product returns not overcharges. If you feel the need to protect the reputation of your company do it through positive actions not words laced with irritation. I think all of us here would be very happy to see this post end with a comment like "Well, Krazy Caplans fixed the problem and even though they made a mistake they did everything the could to fix it, I will definatly shop their again" rather than what is currently being said. You probably don't care what I think or who I am but in my humble opinion you owe this customer an apology and the amount that he feels he was overcharged.

[Tennespeedy]

If the money in question can't be traced back, at least give him a couple boxes of shells or something.

[shrapnel]

M@tfink...Rhymes with rat fink, seems to describe you well, After seeing this thread I thought...hmmm, maybe I should never spend any of my money at your store. After reading your post, I KNOW I won't.

[davidhoutz]

I had the same problem in the same store two years ago. I walked out in the parking lot and realized I paid too much. I walked back in the store in less then a minute and they said there was nothing they could do. I was out about $50 on an over $800 purchase. I raised hell for about a minute and just left. In the long run I won...I spent over $5,000 this year somewhere else. I don't have time to spend on rude people.

[M@TFink]

I just offered to pay this person back out of my pocket and all you have a is rude comments about my name and the store. I'm probly not even the person who rang this customer up. I didnt get the money when they were over charged, but I was trying to fix the problem.

Side note. RatFink ie the big daddy roth drawing (hot rod Kulture) is where the name comes from.

[shrapnel]

Matfink I'm curious, you stated that your the manager of this store, does that mean that there is an owner or someone above you that could be spoken with? If so I think they would be curious to see how your representing them on the #1 pyro forum on the internet. I'm pretty sure if this is the case you won't have the stones to give the name and e-mail of said person.

[Tom1952]

My daughter found this board and directed me to take a look at it, and I find this all hard to belive. I have a lake home in New Buffalo and I have been visiting this store for the last five years. They have the best big cakes around, and if the manager you are talking about is the young man with the tattoos he has been nothing but helpful to me.

Tom.

[Rikerz]

Wow, I am shocked that any owner of a fireworks establishment would actully come on here and tell folks not to shop at his store because we dont care Like it was said, offer the guy a couple boxes of shells or something.

Schrap, I detect that you are holding back. I am proud of ya.

[Mr. A]

WHen I first read this complaint, I figured... $27 overcharge on a $400+ purchase probably isn't too abnormal at this time of year. Lots of hired help or fund raising groups using the old-fashioned method of ringing up each item by hand or adding it up on a piece of paper.... yeah, it blows, but happens a lot, with little recourse or paper trails to assist a satisfactory resolution....

Then I read the manager's response, which validates kentcity131's complaint, but even more so, solidifies any suspect thoughts we may have had about Krazy Kaplans.

Originally Posted by Rikerz

Schrap, I detect that you are holding back. I am proud of ya.

In a case where he'd be justified in letting loose? Here, I'll take a stab at it....

Originally Posted by M@TFink

Well Hello again This is the manager of said store. You have to realize that on the day that you called I was answering the phone for all the other stores and Had plenty of work to do in the store since it was so close to the forth.

Managerial Lesson #1.1
Never tell the customers that you aren't capable of your job. Handling day to day business duties & satisfying customers should not contradict each other.
Offer solutions, not excuses.

Managerial Lesson #1.2
If you are going to admit that you are not qualified to hold your position, don't do it in public or in writing where your employer can see it. (Hint, hint, guys).

Originally Posted by M@TFink

Now it is clearly stated on the counter that all sales are final

Managerial Lesson #2
Understand the complaint & how your policies apply to that complaint. Customers are smart enough to realize that a $15 re-stocking fee for returned items that are open does not apply to unopened items, just like an "All Sales Are Final" does not apply to overcharged amounts. Once you get past a certain point, allegations of fraud might be accurate.

Originally Posted by M@TFink

I can not fix a problem if I am unaware of said problem.

Managerial Lesson #3
The above implies that you would fix things once aware, but, by the time this excuse comes up, you are indeed aware of the situation, rendering it not just a excuse, but meaningless excuse. If you are going to make excuses, at least let them be valid excuses (i.e. I'm a poor manager incapable of customer satisfaction.)

Originally Posted by M@TFink

Since there is at least a hundred people in that "itty bitty store" everyday near the fourth.

Managerial Lesson #4
Never do something as asinine as sarcastically quoting the person making the complaint.

Originally Posted by M@TFink

On the topic of the store being small you should have tried across the street the stores are half the size.

Managerial Lesson #5
Don't skirt the issue, don't take the time to irrelevantly bash your competition, etc, etc.

Originally Posted by M@TFink

Now if it is that big of a deal

Managerial Lesson #6
Attempts to belittle customer complaints actually have the opposite effect (For the managerial-impaired, that means they make the situation worse.)

Originally Posted by M@TFink

you want to drive all the way back to the store I will give you the $27 out of my pocket to refill your tank.

Managerial Lesson #7
After all of your excuses, off-topic bashings, belittlements, etc, and you finally get to the resolution offer, do not include insults.

Originally Posted by M@TFink

I just offered to pay this person back out of my pocket and all you have a is rude comments about my name and the store.

If you don't understand why you are being criticized, re-read the above.

[countryboy7978]

Matfink I'm curious, you stated that your the manager of this store, does that mean that there is an owner or someone above you that could be spoken with? If so I think they would be curious to see how your representing them on the #1 pyro forum on the internet. I'm pretty sure if this is the case you won't have the stones to give the name and e-mail of said person.

The name of the owner is Greg Kaplan and he is out of the Hammond, IN store (3740 179th St, Hammond, IN, 219-989-8144). He owns 9 retail outlets and does massive advertizing via along interstates in IL/IN. I have a friend who's father is friends with Greg, and he is a standup guy from what I hear. I'm sure the comments of this so called manager are not echoed by Mr. Kaplan

[Dragon]

Originally Posted by countryboy7978

The name of the owner is Greg Kaplan and he is out of the Hammond, IN store (3740 179th St, Hammond, IN, 219-989-8144). He owns 9 retail outlets and does massive advertizing via along interstates in IL/IN. I have a friend who's father is friends with Greg, and he is a standup guy from what I hear. I'm sure the comments of this so called manager are not echoed by Mr. Kaplan

Uhhhhm, not to cause too much trouble, BUT... How do we know M@tFink is the manager? Since it is a new account it almost seems like baiting to me, but I am generally a cynic and skeptical to top it off. Just sticking my nose in where it does not belong.

[ssgroy]

Originally Posted by Dragon

Uhhhhm, not to cause too much trouble, BUT... How do we know M@tFink is the manager? Since it is a new account it almost seems like baiting to me, but I am generally a cynic and skeptical to top it off. Just sticking my nose in where it does not belong.

I think by returning to edit his initial post he has proven he is most likely who he says he is. If he was just baiting I doubt he would have edited somthing to make himself look less sarcastic. However I do sadly wonder if his position in the company will change in the near future.

Originally Posted by M@TFink

I just offered to pay this person back out of my pocket and all you have a is rude comments about my name and the store. I'm probly not even the person who rang this customer up. I didnt get the money when they were over charged, but I was trying to fix the problem.

Side note. RatFink ie the big daddy roth drawing (hot rod Kulture) is where the name comes from.

I don't think you understand what is happening here. The company that you work for, in fact the store that you say you manage made an error that gave a customer a bad opinion. Instead of trying to repair that opinion by fixing the problem you just seem to want to make it worse. You are not going to get any points from any body in this forum for begrudgingly offering to pay a person back "out of my own pocket" Now it is my belief that if you have people signing up to Pyro U "TOM1952" just to defend you, you must have some merits as a customer service representative. Stop trying to represent yourself, start positively representing Kaplans, apologize to the customer and drive on. If you can't do that then perhaps you should think about doing somthing else for a living?

[bob weaver]

A couple boxes of shells??? If it were my store I would have given this guy a full refund of his entire purchase and allowed him to keep the fireworks anyway. An unhappy customer is the worst possible outcome for a business.