I used to like coming here because it was a local shop and conveniently located. However, this is no longer the case.
I recently purchased a pair of flats for indoor soccer. In a rush on a lunch break, and without proper socks, I tried on a pair, liked them enough, and purchased them. Later that day, upon putting them on in the car on the way to the game, they did not feel as great as before. I left a message on the voicemail that I wanted to return them the next day. The shoes were unworn outside of the store and my vehicle, and the employees acknowledged they were brand new still.
In full transparency, the shoes were on the clearance rack, and Soccer 4 All has a no return/exchange policy for clearance items that I fully understand and acknowledge. Clearance items are on clearance for a reason, and the store needs to move this inventory. However, customer retention is also important.
I came in the next day and told them about the shoes and that I was hoping there was something that could be done. At first, they referenced the policy, which I stated I was aware of and understood a refund was not a mutually beneficial solution, but that the shoes were not a good fit. I was hoping to exchange the shoes for another pair of shoes on clearance, or any other product on clearance. Luckily for me, this was a solution the in-store manager accepted.
While looking at the other shoes and items on clearance, finding a better fit or another clearance option, the in-store manager comes back out and states that he spoke with the general manager, and, "well actually", we can't do anything anymore for me.
Discouraged, I stated that, as a repeat customer, this would seriously affect my decision to continue shopping here. All I got in response was a shrug and another employee telling me to wear multiple pairs of socks.
Again, the policy is clear regarding clearance items. However, if Soccer 4 All remotely cared about me as a customer, an exchange of clearance items, like-for-like, would have been enough for me to keep coming back. Additionally, if they cared about me as a customer, they would not have allowed for an exchange then went back on the statement while I was searching for a new clearance item. Moving inventory at all costs over basic customer appreciation/retention is now the lasting impression I have of Soccer 4 All. read more