Rockaway Mall Windsor Store
If there was something lower than a single star, that is what I would be giving this store. My daughter went in today to return a plaid miniskirt which she purchased on October 11th. She had her receipt which clearly states that the item was a full price item ($24.90) and which listed the following return policy:
"We want to make you happy. Within 14 days, we will be glad to offer a refund in original form of payment with receipt, tags attached, and no sign of wear . Within 30 days, merchandise may be returned for store credit."
We are within the 14-day window so I sent my normally timid 16-year-old in to make her return. She was told the item could not be returned because it was a "Halloween Item" and therefore is non-returnable. My daughter was not told this in the store and there is absolutely nothing on the receipt which says this. She did not get it from a Halloween or sale rack. The manager (DG) told her "We tell all of our customers that". My daughter responded with, "No one told me that." and was again met with the response "We tell all of our customers that. I'm not giving you a return or exchange." She then left the store and texted me bewildered.
Without her knowledge, I called the store and spoke with the store manager (DG). We apparently had an almost identical conversation to the one she had with my daughter. She told me "If you and want to come in and bring your daughter with you to discuss this...". I asked, "Why would I come in? My daughter is there and has already spoken with you." DG would not budge on what she says is the store policy despite what is clearly written on the receipt. I then asked for her full name and said, "I just want to be clear, you are completely refusing to return or exchange this item, is that correct? Because, if it is, I am going to contact corporate." DG then huffiily said, "She can bring it in for an exchange right now, but I am not giving her her money back." I hung up with Danielle and called my daughter, explained my conversation with the manager and my daughter went back in to return the item for store credit. When she went in, the first thing Danielle said to her was, "How old are you?" My daughter answered, "16" and Danielle then responded with "Then you are old enough not to have your mommy call and to deal with your own business!". My daughter left in tears without exchanging anything. THIS is how Windsor caters to customers? This is their customer service? Really??? I immediately went online to try to contact someone at their corporate headquarters, but their website states that customers can only contact them Monday-Friday.
I am APPALLED that someone would treat a 16-year-old (or a person of any age) this way. If anyone knows the owner of this store, please pass this along. I looked online, but was unable to find someone local to contact. My guess is that they would find this behavior from a store employee abhorrent and equally unacceptable.
-Hilary Porteous-Nye (an EXTREMELY dissatisfied customer). read more
