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.
[Read more…]