TRADE SECRETS @ DUFFERIN MALL:
I am writing to you and documenting the negative and ultimate unprofessional experience I had at one of your locations.
On Thursday December 6, 2012 at approx. 3 pm, I attended a Trade Secrets location at the Dufferin Mall in Toronto. I was there to return a product (Redken Shampoo) that I had purchased on November 28th at the Vaughan Mills location. I had called the Vaughan Mills location and the Dufferin Mall location on the morning of December 6th to see if I can in fact return the item and they indicated that it was possible, however, only a store credit can be issued. Which I agreed.
I made a special trip to the store at Dufferin Mall and met a man behind the cash register (named Leo, was told he was co-owner of that location) and produced my receipt and requested my original receipt back as I had another item on it. Leo rudely (through verbal and body language) said "NO" I need to keep this. I clearly and concisely indicated to him that I will require my receipt back and that all reputable business' will not deprive me of this. I also stated to him that even though I do not need to explain my needs to him and that I require my receipt for various reasons: 1) For my business expense (afterall, I wasn't looking for a refund, all I was after was a credit, therefore, the value was still paid by me in full). 2) accounting purposes for my statement of my debit/visa. Afterall, a CUSTOMER needing to explain herself why she requires her receipt to an establishment is clearly PREPOSTEROUS!
I asked for a manager/supervisor, Leo indicated to me that they are not in. Leo offensively threw me a pen and said "write down your phone number". I asked him what he needs it for if he will not return my receipt. This is when I became very very irate. At this instant I cleary was being harassed. How can a store worker ABUSE a customer in such a manner for a very reasonable request that I had and in fact, other reputable organizations have a system which returns the original receipt and they, in turn, keep a photocopy for themselves if required.
At this point, I called your head office, which was not any better. This is probably why the stores have such bad service.The first lady I spoke to claimed her name was Valerie, then I asked to speak to someone higher, only 1/2 a second later another girl is on the phone who claimed her name was Tammy. She stated to me that I cannot return the shampoo and that I purchased it on November 28, why am I returning it now. "(November 28 to December 6 is only 8 days. Your policy of 14 days has not been exceeded I said to her)". She then hung up the phone on me and before that she told me to give her my number that she will call me back later. Perhaps these are bogus names, Not very Professional !!
Leo now left the front desk and went to cut someone's hair. The ladies in the store tried to help me and clearly they saw my point, but they said it was Leo's decision, as he was a Co-Owner(!!). Now again there is a theme of misrepresentation here and very evident this business is not run very professionally.
After looking to see if any terms and conditions of any kind were clearly posted in your store, I asked the staff this question:
"If a customer came in an purchased five curling irons, and then returned one of them for a store credit, would you be taking the receipt from them?" They shrugged their shoulders and had no response.
I don't know how ethical and legal that is when if in the case of my example with the curling irons, isn't a receipt also required for warranty purposes, business purposes, etc, etc??
The ladies went to make a photocopy of my receipt and I asked, I hope I am not waiting again to have him deny this request. Well, low and behold, he came out from the backroom and he said, "I WILL NOT ASSIST YOU CAUSE YOU SWORE AT ME".NOW, he has unleashed some trouble. I clearly stated to him that I will be contacting Primaris and will be communicating this outlandish situation and experience to various organizations and people, including my blog and twitter. This will be making a great account for a newspaper and magazine article.Next, I went to the landlord, Primaris office and explained this to the Guest Services Supervisor, Shendah. She took my parcel and receipt and went to the store to get my credit. I still did not get back my original receipt, only a bad photocopy. To add insult to injury there is a bold stamp on this credit note that it is only redeemable at Dufferin Mall. I don't think this is accurate as if I can return an item to any of the Trade Secrets, I should be able to redeem the store credit at any Trade Secrets. As previously mentioned I entered the store at 3 pm, at 4:15 pm I was at the management office, which means I spent in excess of one (1) hour being treated poorly. The staff at this store must be really stressed out to be working for such an ogre (Leo). I have i read more