I have been a customer for over 30 years. I have always been impressed by the customer service of Famous Footwear. However, on two separate occasions, I have had to return items to this location. The store manager, Tina, refused a return for a brand new pair of shoes that had never touched pavement because it was past the 30 day return policy. My understanding is that a manager has the ability to make 'judgement calls' on the situation. She refused - and was very proud of her power to make that refusal.
I promised myself never to shop at that location again. However, my son needed a new pair of shoes and DSW Warehouse did not have what he was looking for. I reluctantly went back to this location. I ended up purchasing a pair of $60 Adidas tennis shoes (certainly higher than my budgeted price.) 3 weeks later, my son came home with a huge tear in the leather portion of the toe. I asked him what had happened and he said it ripped. I took him and the shoes back to the store. I did not have my receipt as I was not planning on stopping at the store that day, but it was close to an errand we were running. I knew that they could look up the transaction, and knew that it was on my rewards card. When we walked in the store, again, I saw that the store manager, Tina, was there. The same one who treated me so badly last time. When I showed her the shoes, she used her 'shoe expertise' to decide that the rip in the shoe was my son's fault and not a defect in workmanship. She then proceeded to get the asst. manager to agree with her. I would have no part of that. $60 shoes should not rip within 3 weeks of purchase, when my son said he did nothing to rip them. They literally had split in the middle of the leather.
Since I didn't have my receipt, I asked that they look up my transaction. 10 minutes of looking, and they said they couldn't find it. I was certain it was within 30 days or close to it. The store managers refused to contact customer service - said it "wasn't their job." Not a single customer in the store, but these two managers would not make a call. Scribbled the number on paper and said I needed to call. I left the store very upset.
When I finally got customer service on the phone, she was able to look up the transaction. We had purchased the $60 Adidas shoes on Feb. 9, 2014. She asked if the managers offered me an exchange. "No." Did they offer a refund? "No." I told her they treated me like I was a criminal trying to pull something over on them. The manager in fact said "How many shoes have you tried to return at this store?" I could not believe it. 30 years as a customer, and two returns in 6 months, legitimate returns. To be talked to that way was horrific.
The customer service agent contacted the store, on my behalf, and told them I was within my 30 days - and they needed to offer an exchange.
Famous Footwear has great employees at many of their stores. But the store manager at this store is training other employees to treat their customers with the same suspiciousness that she treats them with, not as customers, but as people trying to beat some 'system.' I am not one of those people, and just want value for my money and to work with managers who have the ability to see when to do the right thing - regardless of whether they like the customer or not. read more
