Service - 0/5
Return Policy - 0/5
Friendliness/Atmosphere - 0/5
These were some of the worst people I have ever had the displeasure of encountering. I would never shop here again and would recommend avoiding it at all costs!
I originally bought an item from the Northgate location for someone else. I was buying it for a family member who was too ill to get it themselves. The size I thought I might need was the floor model of the item but as I was unsure if it would be okay for my ailing mother, so I inquired about their return/exchange policy, which they said was 3 business days. I agreed.
On the second business day, I went back to try and exchange the item. They told me it looked "used" (again, it was the *floor model*): I had literally taken it out of the bag, it didn't fit, and so I promptly returned it back to the bag, which stayed in my car until the return.
They then mentioned they didn't carry any bigger sizes at their location. They then said they couldn't do a return without a manager (who wasn't there). I told them it was unlikely I could make it back in tomorrow before 5 (when their manager is usually off). I called them the next day and spoke to a woman (I got her name) who said it would be fine if I came in within 5 business days as long as the item was in the condition I purchased it in.
I decided to do my return at the South location in hopes that they might have a different size for the exchange. I couldn't get any help and after standing by the customer service desk for 15 minutes, I found a sales associate who was just standing around/making busy work/not helping people (at this point, there was a lineup at the empty customer service desk...), and I described my situation to them, mentioned I just wanted an exchange for a different size, and she said she would have to call the other location. Fair enough. She called them, and I had to wait for them to call her back.
When she came back to me, she said the item was past the return date. I told her who I talked to on the phone and that they said it would be fine to come in on the weekend. She said that SA was who she talked to and they said no. I told her I tried to do the return the day after I bought it and she cut me off and said "yes, they told me you used the item and it was dirty". I pointed to the item, which was definitely clean and in the condition I purchased it, and it still had all 3 tags on it, etc. Nothing was cut, broken, removed, etc. I had the receipt. At this point, she essentially called me a liar and asked if I wanted to talk to the Northgate SA myself. I said yes. She called the SA at Northgate and then *wouldn't let me talk to her* even after I asked and wanted to. She then just rudely said "she said no again", and left!
I honestly think they were trying to find a schmuck to pawn off their uglier floor model on, and I guess it's easy to take advantage of people who are sick/dying. It bothered me that they wouldn't honor the exchange. I would've been fine with store credit but they were so incredibly rude. I don't know why they would lie to me in the first place: had they said it was all final sale, I would have never made the purchase, but they assured me it would be fine. They were super nice the first time I went in to buy things but then when I needed to return something, they did a total 180 into the worst monsters I have EVER had the displeasure of dealing with.
The interesting thing is I've already spent well over $2000 there, and the item I wanted to exchange was about $70. I would recommend investing your hard-earned cash into a business that cares about their customers. Find a store that has a set policy and won't rely on a sales associate to change their mind about what that policy entails. Go to stores where you are treated like a person rather than a dollar sign, and one where the SA's won't berate you, act condescending, and lie to you all together. read more
