I don't often put negative reviews but this was an exception.
We purchased 2 rings a week and a half ago from this store. They did not provide a receipt when we purchased it. One of the store personnel even mentioned that if we were going to return the rings for whatever reason, we would be given a full cash refund. The rings did not react well with our skin. They left some rashes when we wore them - so we planned to return the rings.
Fast forward to yesterday: Kirsten kindly informed us that they would only be able to provide us a gift certificate/store credit since the owner wasn't around for a cash refund. And she also informed us (after multiple calls with the manager) that they had a no refund policy - which clearly shows that even the personnel were not familiar with such a policy. She also mentioned that their "system" does not recognize refunds. She advised us to come back the next day because the owner would be back from open to close (11am-6pm).
Today, we went back to the store at exactly 11am and the store wasn't even open. We waited for a good 45 minutes and left wondering: what happened to "open to close"?
And then we went back at 3:30pm - and thankfully, the store was open. We spoke with the owner and she informed us that she still cannot give us a cash refund because of their no refund policy. She added that anything "worn" cannot be accepted for a refund.
Why we think this unfair:
1.) There is no "final sale" policy posted in the store informing customers about their "strict" policy.
2.) We were misinformed by whoever told us that we could be a given cash refund if we were to return the rings.
3.) No receipt was even provided - they base it on their "system." So there was no way for us to know about their "final sale" policy.
4.) We've only worn them once and I'm very sure many people have worn them in the store to simply try them on. So worn or not, they're "worn."
I understand stores have policies but after a customer's frustration of going back and forth and a miscommunication, I would honestly think, as the owner, more fair and proper considerations should have been given.
Note: The owner also stated that they don't even usually issue store credit, but for our situation, it was an exception so they gave us a gift certificate.
The problem here is this: the reasoning for the whole outcome was their "strict" policy - so I guess, only losing their profit despite upset customers motivates the "strict" policy. But all else, there can be exceptions - just as long as they don't lose their money. The irony.
The 2 stars are for Kirsten's efforts to accommodate us. At least she tried. read more