I went to return sunglasses well within the 30-day policy printed on my receipt. The glasses had a slight deformity (uneven sides), not damage. The employee, Kayden, first suggested "heating" them to fix the issue -- then admitted she didn't even know how to do it and said her manager would need to be there.
I explained I didn't want them heated because it wouldn't solve the problem. I asked for an exchange, which is clearly allowed under the policy, but she refused. I then asked for a return. Again, she refused -- and even accused us of possibly making the sunglasses that way -- claiming she didn't know if the defect existed when I bought them and that only a manager could handle it. This showed she either didn't understand or didn't care about the store's own return policy.
Throughout the interaction, Kayden was rude and disrespectful, and making no effort to help. Instead of finding a solution or contacting someone who could, she escalated the situation by calling mall security on me -- in front of other customers -- humiliating me publicly instead of doing her job.
Kayden's lack of professionalism, poor attitude, baseless accusations, and inability to handle a basic return make me question the training and standards at this location. I won't be coming back, and others should think twice before shopping here. read more