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I recently had to exchange some shoes- I had gotten the wrong color from an online order. I called the company, and they told me average exchange time was 3 weeks- being as that they are winter shoes, they feel it is usually easier to find a local store and exchange there. Makes sense, right? I thought so, too.
After first calling to make sure the local store would accept my return- citing color, brand, size, name of shoe, etc- and being assured they would exchange for another color (“even exchange”) I got into the car, drove over in freezing temperatures, paid the parking fee and trudged in, child in tow. Upon entering, walking up to the counter, and trying to exchange the shoes for the agreed upon other color (they even had them behind the counter with my name on it) they claimed ignorance of my want of exchange, that they didn’t have that model of shoe (you know, the one I was looking at? With my name on it?) that they were unable to exchange it, that I had not told them I wanted a different color, that I wanted to exchange it, that I had not been specific that I had gotten the shoes online (though I had, and more then once, which made the woman on the phone laugh at the time)- and more was “forgotten” or “untold” with each conversation. They blamed the fact that they were having a sale, that it was winter, and the time of day. Though they gave those lovely false “apologies” again and again (all the while refusing to do what they had agreed to, and which would not affect them in any way- one shoe for another, same brand and style and size and price- brand new, in the box, with wrapping and tags) no exchange was made. And the manager stayed it the back room the entire time. HORRIBLE CUSTOMER SERVICE.
It would have been fine if they didn’t want to exchange the shoes- but tell me that on the phone, when I called, and when I was very specific and asked repeatedly. It’s no one’s fault but your own if you are not paying attention to the conversation, or if you choose to go back on your decisions. Don’t tell me that after I drive there in Arctic temperatures with my son, pay to park, and come into the store. There is a reason I called BEFORE I came in, and it was to avoid wasting time and money and becoming aggravated.
This happened at a shoe store I have been shopping at since my son was a baby but will no longer be. As many of you know, I try to shop local and shop small. Places and experiences like this make me want to run screaming into the nearest big box chain, where exchanges and returns are easy, and prices are low- so what if the sales people can be less then friendly? Where do false apologies and fake smiles get you, anyway?
The preceding is my honest account, opinions, and thoughts upon a recent experience with this store. No compensation was given, I represent no one but myself, and my experience reflects my own personal involvement and participation in that exchange, not with the brand as a whole. My thoughts and opinions are my own, yours may differ.
UPDATE- the day after I posted about my experience to the company’s Facebook wall, the store’s owner posted (along with a 5 star review of her store, of course) that I had not told her I got the shoes online. Again, untrue, but besides that- 2 other people posted, by “sheer coincidence” 5 star customer service reviews on the Facebook page. Prior to that, it had been my own review and one other 1 star review, also complaining of bad customer service. Isn’t it funny how the very next day, three 5 star ratings show up, praising the customer service? That’s quite a coincidence. I was also sent a message telling me “shame on me” and that “I am no longer welcome” at the store. Well, shame on me for telling my story, I guess. But there you have it- take from it what you will.
That’s terrible. I would love to know the store.
Until yesterday, I had it posted. They are sending me so many threatening emails, calling me a liar and whatnot (and even accusing me of having someone named “Mikey” makes blog posts here on this blog about it- there are no men that are writers on this blog) I pulled the name just to stop the insanity. I can email it to you if you would like.