Returns [elsewhere]
0Rant:
I sent back some shoes that didn't fit (I'd ordered a bunch to be sure I got a pair that worked in time for a wedding) and they were returned to the retailer a week or so after their returns window. They emailed me today to say that because the brand-new never-worn still-in-stock-at-their-store items were late, I receive nothing at all.
Never had a situation like this. Usually pristine returns at least receive store credit, and it's not like we're talking a year later. I've spent thousands at this store over the last couple years, and am kind of shocked by the treatment. Essentially I just donated three pairs of shoes to this company.
Have you run into this sort of thing before? Am I being unreasonable?
- 9 comments, 14 replies
- Comment
I've never personally run into this situation before, but it's a shame that they're being unreasonable. They've obviously lost you as a future customer, and we all know how fast bad news travels. Did you ask to speak to a manager about it? Maybe you could get them to refund you, minus a 10% restocking fee or something? I would tell them to send the shoes back to you, at the very least. Then you could try and sell them on eBay or craigslist, etc.
Tweet about it and name the store. I'd bet you'll get a different outcome.
Thanks, guys. I'm waiting for a follow-up to my strongly worded letter. In my experience working customer service, the procedure was always to keep them as happy as possible, absorbing minimal costs as needed. To potentially lose a customer and their word of mouth over a strict return policy seems crazy.
I can't remember the last time that I didn't eventually get a fair outcome with a company. You just have to stay persistent. Use all of your available channels (social media, the bbb, etc). The most important thing is to remain calm, polite and pleasant. People who work in customer service don't deserve rudeness, and human nature will automatically make a person NOT want to help you if you are mean or overly aggressive. Staying nice is way more effective--and if you want your way, isn't that what it's all about?
This was not Zappos, I take it?
@matthew no sir. a women's clothing store, popular for dresses.
Zappos can usually be beat on price, but never on service. "Free" returns for a year, man.
@becca I would do my research regarding their return/refund policy. I am assuming if they are of a significant size they have a policy in place. As long as you played by the rules. I would then contact customer supports again, escalate to a supervisor, and if all else fails finally dispute with my credit card company.
Never had this happen to me....
@jimmyd103 I didn't play by their rules, as their policy is no refunds or credit of any kind after 90 days.
@becca Well golly, that's over 3 months. I can kind of understand why they wouldn't want to take them back after that point.
@Starblind but when they have the same product still in stock at the same price? I dunno.
@starblind Yeah, a policy is just a guideline. That gives them the chance to provide exceptional customer service by saying "Well, it's against our policy, but I'm going to process this refund for you because we value you as a customer." But they missed their chance at exceptional and now will have to settle for begrudging customer service at best.
@becca 90 days....well that changes everything. I would contact them and politely ask for an exception and if they decline, ask for your shoes back.
You snooze you looze?
@sushiboy Sounds like you'd be a good fit for said store's customer service staff.
Maybe you should have returned them to Nordstrom's. I always hear stories about how they give returns for things they never sold in the first place (e.g. car batteries).
@SSteve I have heard such anecdotal stories as well, but generally it is something they do for repeat customers who accidentally bring items back to them thinking they must have purchased it there. As an off-the-street person walking in to a high-end retailer with random shoes, I'm guessing that they wouldn't be quite as over the top.
While I feel for you, I also feel for the retailer. I would like to think they would go above and beyond and take the return. However, their policy is a pretty damn lenient 90 days. You had a ton of time to return them.
In the end, if I worked there, I'd give you the return. I'd make sure you knew it was an exception, but I'd do it.
However, were I in your shoes (no pun intended) I would suck it up if they denied me since I did take a LONG ass time to get around to trying.
I feel that's a bit dismissive. I have no idea of the circumstances of others' lives and wouldn't think to pass judgment on them. I would think that there's very little reason to not accept a return for even partial credit a week after policy dictates, but some may see it differently.
@Bingo I think I'm with you on this one, after working in customer service/retail for a long time it's much easier for me to see the company side of things. Not saying you fall into this category @becca, but there are so many entitled people that feel they deserve whatever ridiculous request they're making and they can never seem to admit that they're in the wrong.
@JonT well, I hope you wouldn't just accept my $200 of merchandise as a donation, but noted.
@Bingo I have to agree with you here. Sure, it'd be nice if the company sucked it up and sent a refund, but holding on to something for over three months before deciding you don't want it and trying to get your money back is asking a lot. It really shouldn't take that long to figure out if a pair of shoes (or whatever the item may be) is going to work for you or not.
@PurplePawprints No, objectively it shouldn't take that long, but life happens, and generally customer service departments (at least those I've worked in) are understanding of that.