Terrible experience at this retailer in Uptown. I will never go back, and recommend everyone else either buy online or at Macy's. I received a pair of sunglasses as a gift, they didn't fit my needs, so I went into the store to exchange them.
The customer service was cold and suspicious, and visibly annoyed that I was even in the store. I didn't find a pair I liked, and felt uncomfortable, like I was doing something wrong, so I left and decided to return another day. This time a kinder employee helped me find a pair to try out, I expressed my uncertainty, but wanted to leave with something I could think on, and believed that I could return them if I changed my mind. This employee never said anything to the contrary. In the end, the pair I took home allowed too much sun in around the eyes. I decided to go back and exchange them for a closer fitting pair. (I've never had a pair of expensive sunglasses and wasn't quite sure how to get what I was paying for).
Again the customer service was very disappointing and almost rude. First of all I was told completely contradicting information about their products than I was the last two times I'd been in the store. Confused, I asked for clarification and help navigating the hundreds of products available, and this rep reluctantly humored my confusion and helped me in a cold, too-good-to-waste their time on me way. Yuck!
Again, not feeling totally convinced, but finding a pair that seemed closer to my needs I decided to swap these ones out. At this time the rep told me I better be sure about what I wanted because I wouldn't be able to exchange them again, this sale would be final. When I asked questions to understand how that had become the case, (I've never been told a sale was final when paying full price for a new product - even if it is with gift credit) I was told that was the policy. And when I said, I didn't know that was the policy, the rep told me that it's on the website and written on the back of the receipt. And again, as if this was all my problem, and this person could give a shit that it was upsetting and confusing to me.
As a paying customer I expect a certain amount of respect, patience and kindness. I understand that companies have policies for reasons, and retailer representatives should understand those policies and have the people skills to communicate them in a way that works for the customer. Sunglass hat failed on all accounts. read more
