My first time purchasing at this store was around the Holidays, while I was looking for something nice to give my mom for Christmas. I went to the Tysons Corner store. Decided to purchase the Fleur Cherie eau de toilette, which was $45. I went to the register, paid in cash. The lady helping me out me out took my money, printed my receipt and gave me my bag of purchase.
Two days later, I decided to return the purchase because my sister told me she found out my mom's been eyeing another perfume elsewhere. I headed to the Fair Oaks location right away. As soon as they opened, I walked in. Told the lady at the register I needed to return my purchase from 2 days ago. She took my receipt, noticed I paid in cash and told me she could not return my money because I paid in cash and it would ruin their store cash flow - their policy for cash purchases. She told me I could only do store credit or an exchange. I was so frustrated. I tried to remain calm and explained to the lady that nobody had mentioned that to me - not even the woman wo rang me up 2 days ago. She said it was on their receipt. But who looks at their receipt in the middle of shopping during Holiday rush???
I decided to head to the Tysons store that very same day. Right after trying to make the return at the Fair oaks location (which was unsuccessful), I drove to Tysons to try and return it there since it was where I originally purchased the perfume anyway.
As I walked in the Tysons L'Occitane store, I explained to the lady up front that I tried to return an item at the Fair Oaks location but that she could not return my money because I paid in cash. The lady at the Tysons location looked confused. She said it should not be an issue. She turned to her co-worker who was also at the register and explained her situation to the co-worker and confirmed, "I do not think it would be an issue to do her return". The other lady told her "yes, unfortunately we can only do store credit or exchanges for cash purchases as store policy". I understand retail stores have policies and everything, but I was beyond frustrated that nobody informed me of the store policy, or at least have a sign on the register! The lady who was helping me out was nice enough to try and contact her manager (who was not in that day), whom she could not reach. She gave me another number to call (Help Desk) and told me they should be able to help me out and that she would try and reach her manager still and would call me as soon as she is able to get authorization from her. I decided to walk around the mall and finish the rest of my Christmas list. Finally I got a call back from the lady, told me there is nothing she can do about it today since manager said it was store policy but that I had the option to come back next week and speak with the manager personally to resolve this. Ok, at this point I was just beyond exhausted. I walked in the store again and told her I would just do an exchange. Decided to purchase one of their gift boxes with a tag that said $66 on it. As she rang me up at the register, I noticed the price tag will not scan so she decided to ring up each individual item in the gift box. Guess what? I ended up paying an additional $27 something, which would equal $72 + right?! I thought your price tag said $66! I was just too exhausted from dealing with everyone in that store, nobody could help resolve this issue and I just did not want to argue anymore. Right after getting my receipt from her - I RAN out of there! Phew. Never again. The worst customer service. The worst retail experience I've ever had so far. A company who did not care about their customers. AWFUL! I would not give them even 1/4 a star if I had the option. Wrote to their corporate office to explain the situation - no response. PLEASE PLEASE PLEASE L'OCCITANE, your responsibility to inform your customers of your return policies especially if it is something out of the ordinary. I've never heard of not being able to return someone's money because they paid in cash. Had I known, I could have used my credit card that day I made the purchase if it would make it 100x easier to do a return at your store. Please put a sign up at the register with your return policy information! read more
