Went into this location the day after Christmas to return a gift (69.99). Walked straight to customer service with the item and the invoice. The cashier greeted me and asked how she could be of service. Handed her the receipt and the shoes and told her I would like to get a different pair. She began the process of scanning the receipt etc. to put the return through the system. She then told me that because the purchase was made online that the money would go back on the credit card it was paid for with, without asking if that was okay. I explained to her this was a gift (thus not my credit card) and that I would rather take store credit and purchase a different pair (there was also a young girl working with the other cashier right next to me who brought something back with NO receipt whatsoever and got store credit with no hassle whatever). The cashier then told me it had already automatically gone through and she would call her manager up ( I would like to note that the girl working the register was polite even though she knew she had made a mistake. )
At this point I had already been waiting about 10 minutes while a line was forming in checkout lane. The manager, her name is Cindy, then arrived at the register and proceeded to ask what the issue was. The cashier explained this to her and asked her if it would work by calling the corporate office which Cindy said "probably will but will take a while..." Looking at me with an attitude almost like that was an issue and she didn't have the time for it. She also asked me who bought the gift for me multiple times, and if I could get in touch with them and just have them give me the money, after I already told her I was not able to do that due to them not being someone I see a lot and who I would rather not know I was returning their gift. I told her that i didn't mind if it took some time and asked if I could look around while they dealt with the issue, of which she said was okay.
At this point I started browsing the store and found a couple different pairs of shoes I would have bought and was trying them on for size when the manager approached me in the aisle. She told me that because the cashier messed up there was nothing she could do about it and I had to call the person and have them refund me the money. At this point I was getting a little annoyed and told her I was not going to do that and if nothing else I would just keep the shoes. She told me that I could not have them and that she would "call 911" if I tried to take them with me. I AGAIN explained to her that I do not see the person who bought them everyday and am not going to call them and ask them for the money because I don't want them to know I was exchanging their gift and asked her what my options where. She told me I had no other course of action and that she wouldn't do anything for me. Then I told Cindy that I felt like I was being robbed and would like her name, general managers name, and would like to know when he was working next and I could contact him. She gave me his card but refused to let me know when a good time to call him would be stating he was on "paid time off" and she couldn't give me his schedule. I told her that I was going to call their corporate office then and see if they could do something to get me store credit. She was obviously not happy with me pursuing this any further and while I was on the phone with DSW corporate she decided it would be a good idea to call the family member who bought me the gift and ask them if they would just give me the money, even though I told her multiple times I did not want them to know I was returning the shoes they bought for me. About 5 minutes into my phone call with corporate that same family member called me and told me that Cindy had called them and asked them to call me telling them that I was "getting upset and causing a scene", obviously making me look like I was crazy not only to the family member but to the 15 or so customers in the store waiting to checkout. After this I was so upset that I left the store and filed a complaint with the corporate office and told them that I would not shop at this location again and would advise friends and family (this was in my hometown) that they shouldn't either. In the end the corporate customer service offered me 10$ off my next purchase, but that was all they said they could do.
If you are planning on visiting or buying from this location I highly suggest that you do not get anything you or whoever your buying for may return and if you do have to make a return make sure that they know how you would like your refund before you give them anything, as I am without anything to show for the $70 dollar pair of shoes they took from me and would not wish this terrible customer service from the manager upon anyone else. read more
