My wife visited the Proctor Mercantile a couple of weeks ago and paid cash for a baby sleep suit (size 18 to 24 months). When we tried it on our 17 month old at home, we realised that the sleeves were too narrow and would only fit those of a child with stick thin limbs. So my wife went to take if back today for a refund. She came back to me saying she could only get store credit. So I went in with the store credit voucher to try to understand what was going on, as all we wanted was our money back
When I first arrived, I asked a shopkeeper about the store credit and was told this was policy; they do not offer cash back at all, regardless of how you have paid and the policy is clearly displayed on the receipt and next to the checkout area. In fairness, it was on the receipt but I could not see the policy obviously or clearly displayed anywhere in the store. I asked to speak with a manager and the shopkeeper informed me that they were in fact the manager/owner. When pressed about the policy, I was told that that was the way it was and there was no budging. Policy was policy. I inquired whether the other patrons of the store were aware of this policy and should they be made aware of it before buying; I could perhaps talk to them about it. The owner then asked me if I was threatening her... The simple and straightest answer to this is no. I never threatened the owner. And I'm not clear how discussing the stores own policy somehow constitutes a threat. But I think goes to the heart of the problems with this establishment.
I continue... with no other recourse, I went to look at what my options were to use up the store credit which was about $40. When looking at baby clothes, I met another parent looking at some clothes to buy for her own child. We started chatting in the casual way that parents do, and I mentioned the returns policy to her. She had said that was useful information to know and thanked me for it. But the owner had been hovering over me and again accused me of threatening her. Again, I am not clear how or why discussing the store's own policy is a threat.
To sum up, I found something and paid and left, with the owner and me both knowing I would never shop there again. But mulling this over in my mind today, I am left wondering why any type of organisation that (supposedly) posts their returns policy on the wall and on the receipts wants to ensure that said policy is not discussed in store. The best of can think of, and this is just me guessing, is that the owner is either hiding something or is trying some form of con. Like I said, I'm just guessing here, and happy to be corrected, but that's the best I can think of.
In the meantime, my conclusion based on this experience is that the Proctor Mercantile is in the business of selling sub-standard products, wants to avoid any discussion of their own policy and really needs to reconsider their business service to their customers or shut down. You provide more disservice that you do service. read more
