I made a purchase of three hats which was a part of a buy 2 get 1 free on 12/14 and when I got home and realized it, the design on the hat (San Francisco 49ers) was peeling off. I returned it to the store on 12/19 to attempt to exchange the hat. The gentlemen who claimed to be the store manager would not allow me to exchange the hat despite the fact that it was in the exact new condition I had purchased it. I had explained to him that the reason for the exchange was due to the designing being peeled off and he told me he cannot exchange it because it was missing the price tag that was on the hat. I explained to him that when I had purchased the hat, it did not come with that piece. As a matter of fact, none of those hats had a tag on it. I explained to him that $25 is a lot of money for the hat and I wasn't asking for the money, I just want an exchange for something worth its value. He went off to tell me that I didn't even pay for the hat because I got it for free, and that is when I told him, it's not free because I had to buy two hats to get it. What he was referring to was that you guys were just offering free hats and that is clearly not the case. He got upset and cursed at me and after I told him that was unprofessional and I had two young children with me at the time so I asked my two kids to step outside and wait for me. He went and grabbed the same hat off the sales rack and tossed it at me. I told him that was very unprofessional, at the same time there was a couple witnessing the whole situation and I asked them if they say the employee toss the hat at me. The customer actually got mad and offered to pay for the hat and I told him that I didn't want him to pay for it, I had already paid for it. He got upset at me, and approach me and it was in a threatening manner. That customer told me that he hates people like me and started approaching me. The manager just stood there and watched. I finally grabbed the hat that he tossed at me and my receipt. I asked him for the district manager's phone number and he refused to give it to me, said he didn't have one. But offered to give me customer service's phone number and I insisted that he provide me with the DM phone number. I walked out to check on my kids, they were crying because they were afraid. So I walked back into the store and asked for the customer service's phone number and he rambled it to me and asked him to please repeat it and he walked away from me and said he can't get it for me because he needed to step away. I asked the female associate who was standing at the register for the number and she finally gave it to me. This was my very first time I had ever made a purchase at Lids and I cannot believe how I was treated. All the store associates stood there and watch that customer approach me and they did not even try to stop him. He was clearly going to hurt me because his girlfriend had to step in front of him and tell him no. I am so ashamed that I even made the decision to come to your store in the first place and how I was treated. I cannot believe that there is such a shortage in the employment industry that your company will hire someone to represent your brand that mistreats your customers, the sole reason why you are even still operating as a business. I had called another location and explained what had happened and they kindly gave me the DM's contact details. read more
