Sad to say I experienced some of the worst customer service here. I picked out a bag and handed the floor model to one of the sales associates. She came out with the wrong bag, which I didn't know until I opened it at home because she brought it out all wrapped up. I was slightly annoyed because The bag she got from the back for me was quite different from the floor model that I handed her, but at that point it was just a minor annoyance. I live in the far SE of Calgary so it is quite a drive for someone who works full time just to return a bag that I didn't want in the first place, so I called the store to see if they would ship the correct bag out to me and then I could send the wrong one back (assuming they would pay full shipping/handling since it was their mistake) nope. They told me it wasn't worth it for the store to ship me the bag because I lived relatively close.
Again, a minor annoyance (as was the fact that when I called I left a message only to call back 3 days later because they hadn't gotten back to me) But heres where the real problem started..
I decided I didn't want to exchange the bag, I just wanted to return it, the only problem was that i had lost track of the receipt. I didn't think it would be a big deal since these days, most stores have very flexible return policies, or other ways of tracking receipts like emailing them to you, etc. Stores like this include Sephora, Lululemon, Urban Outfitters, etc. All stores that sell relatively higher end merchandise, arguably similarly priced to an MK outlet. NOPE. When I called again, the girl on the phone told me that I needed a receipt to return the bag. (somewhat understandable, but just wait.. it gets worse) so I asked her if I could exchange or get store credit for the bag. Again, she told me that I needed a receipt for an exchange or store credit even though I was given the wrong bag by one of their staff?? At this point I was outraged because none of this was my fault. I personally think it's ridiculous to make customers responsible for a small piece of paper that can be so easily damaged or lost in a day and age where there are so many other options.
I sent a complaint to Cross Iron Mills because I didn't have the MK managers info and they still haven't got back to me. In the mean time, I found the receipt and went back to the mall to return the bag. I went up to the counter and politely told the woman I was there to return the bag when she told me that..
they do not accept returns. Only exchanges or store credit.
So i was basically ready to burn the whole mall down at this point but i kept my calm and explained to her that "The manager told me I could return the bag since they had sold me the wrong one" (this was made up because i didn't actually speak to the manager) the woman said she would go get the manager for me, but she was busy so she just refunded my money and I was on my way
To wrap it up, I feel like this situation was such a hassle to deal with even though none of what happened was caused by me or in any way was my fault. I physically handed the sales associate the bag I wanted and she still messed it up. The store didn't return my calls, gave me different info on the return policies, and not once did anyone offer an apology for my inconvenience. Even though I was angry, I knew the store was less likely to work with me on the situation if I was rude with them, etc. So through this whole situation I was very polite and gave them no reason to treat me the way they did. Very disappointed and obviously will not be shopping there again.
*** IF YOU BUY FROM HERE: please note the return policy which is that they do NOT accept returns (unless you're a special case like mine and harass them) they only do store credit or exchange, also, you are not able to return or exchange any merchandise to any of the other MK locations throughout Calgary or Edmonton. read more
