Really bad customer service on price adjustment. For example, my mom recently bought a $400 coat from the place on Dec 22 which then went down to ~$350 around Boxing Day. After consulting with a store associate, checking the price adjustment rule on Laura.ca and checking rules posted in-store and on the receipt, we found that we are eligible for a price adjustment because the discount happened within 14 days of the coat being bought.
We brought in our receipt around Jan 2nd for a price adjustment. The store manager, Michelle, told us that we are not eligible in an annoyed and begrudging tone. First she explained that only purchases after Dec 25th are eligible for price adjustment. She proceeded to follow with "if everyone does it, companies will go bankrupt."
Here are my major concerns with such practice
1.) There is no rule, whether it's on Laura.ca, receipt, store posted sign nor verbal at the time of purchase that states we are ineligible for such price adjustment. Such rule, if exists, should be very clear from Dec 1st and is made clear in-store, online and at the point of sale.
2.) When pressed further to provide evidence of said rule in the store, and showing the manager the web site. She told us in a very rude tone that we should take it up to corporate, which I sure did.
3.) Calling other stores in lower mainland has yield different responses stating that we are indeed eligible for price adjustment. In fact, the ladies in Coquitlam and Metrotown was really helpful in explaining the policy in detail (for example items that had over 50% are ineligible for price adjustment) l.
I believe the store deserves a 1 star because
A.) The associates were not helpful. Besides the store manager, one associate actually proceeded to answer "I am not sure" and then walked away ignoring our further questions.
B.) The rules and policies were not stated clearly. In fact, I doubt if such policy exists since it is not stated anywhere. Said rule seemed to be made up.
C.) I overheard the store manager talking about us with another customer, which I believe is a violation of our trust and privacy.
The above 3 reasons led me to believe the store manager is being unprofessional. To be very honest, selfishly speaking it is not my business that your company go bankrupt and is rather an unprofessional thing to say to a customer. Imagine taking this to Nordstrom, Best Buy or Futureshop or the Bay, these sort of practice and unprofessional conducts would not fly. read more
