I was gifted a pair of boots for Christmas that my partner bought on BOGO with some sneakers. all in all, we paid well over 300 on shoes.
The pair I was gifted were a bit to large, so I decided to go to the store and see if a pair down would be better... I did get into the store within their 60 day policy for returns and exchanges...though I had cancer treatment that left me feeling unwell so I did wait 3 weeks before I got in there. (Tonight actually) Walked in and saw 2 employees speaking with each other, a male and female...the lady was obviously off work... I asked the male if I could leave the box with him while I went and tried a pair on... he didn't say anything...obviously I interrupted their conversation.
I found the pair I needed and took them to the front, after ringing up our exchange the young man (blonde hair with glasses) informed us that we needed to pay the difference since the shoes we bought on promo were no longer on promo (PS that is NOT what their return policy says on the receipt) I brought up that we ALREADY bought the shoes and this was just an exchange... to which he AGAIN pointed out "yeah but they are 30 more now"... He was going to die on that hill (i wish i would have pointed out the return policy at that moment) ...
we didnt want to fight so we told him to ring it up. He then told us that "well you have coupons you could use, 2, 15-dollar coupons" ... lucky enough, we used them (so now we are down coupons we earned when we bought well over 300 worth of shoes in Dec)
I got home and investigated the return policy, and decided to call the manager back, it was obviously the same young man (he pretended not to remember me 30 minutes later). he not only was dismissive and rude, he couldn't care less what i was telling him... he told me I couldn't get my coupons back, but he would adjust my receipt if i brought it in, I thanked him, he said "OK"... I told him that maybe a refresh of the stores policy would be a good idea with the staff, he said "ok."
nothing else. no sorry for the mix up. nothing. just dismissive and cold.... kind of how he was when he rang us up.
I've worked customer service... this was a HUGE let down...all because i interrupted the conversation. I will be talking to corporate about Jason and his unfortunate lack of interest in his job... read more