My issues with Carmax go back almost 10 years and 4 cars (1 bought and returned, 3 nearly bought before rust or mechanical defects were found). I'll go into more detail some other time. This is more of a rant about how bipolar an experience can be depending on how it's handled.
Issue: Wife thinks she might have left her purse in a test drive vehicle. We scour the house, retrace our steps, and make a call to the salesman (we had just returned the car a few hours earlier). Salesman calls back a couple hours later and says he couldn't find it.
We turn the house and car upside-down several times over the following week. I monitor credit card activity closely for anything odd, but nothing comes up. This adds to the evidence that the purse is in our possession somewhere (fyi: The kneejerk cancellation of credit cards is a big PITA unless you're SURE the purse or wallet is gone).
Almost 2 weeks go by, new credit cards ordered, old ones canceled, all of our documents are in order for a REAL ID license replacement, and I make one more call to Carmax and manage to get transfered to the back office.
"Yep, we have it right here."
My 5 minutes of relief is quickly overcome with anger. Despite my wife's oversight in the first place, we did our best to make calls and locate it. Even if the salesman missed it, how did everyone else involved think "I wonder who this belongs to?" when there is an ID right there inside, belonging to a customer who had JUST returned the car? You have our phone numbers. You just chose to do nothing.
On the flip side, had they called us, I'd probably have them at the top of my list now. Instead, I've been forbidden from ever talking to them again
Followup: Never in any of my 20+ years of work would I have failed to try to contact the owner of something left behind at my workplace...especially in any customer-facing roles where your assistance can so easily translate into sales and reputation. You can't pay people enough to do the right thing. You have to hire the right people in the first place.