Anoyance

[badstar]

So I think most of you would know that I'm one of the last people on earth who would ever try to evoke the "The customer is always right" battle cry. But ya know, sometimes the customer is. As I believe that I was in this example last night. Now, I did get everything straighened out in the end- mostly. I'm somewhat irked that I couldn't get my money back, but It was posted store policy and it was trhere before I made the purchase. I'm also very irked with how the person handled the situation.

I bought a skirt last week in Doors To Africa, a store in Towson Town Center- one that I really liked and would have loved to keep. But after being worn twice and only for a few hours each time, it started to fall apart- several holes appeared in the hems, and it was obvious that the fabric was going to pull farther apart, and the embroidery started unravelling in many places- this after a total of maybe 8 hours of wearing.

So I went back to the store where it was purchased. I did try asking politely if they would consider making an exception in this case and give me the money back instead of an exchange or credit (i could have really used it)...the cllerk refused and told me that he was not allowed to do that (later on my way out, I heard him tell someone else that he was the store owner) But he gave me the store credit as posted. Being that it was posted policy, I didn't argue the fact past asking.

After agreeing to the store credit, he asked me to wait....while he proceeded to spend 10 minutes ringing up another person's purchase and engaging in social chatter. It was rather obvious that hhe didn't want to do the return...and when he did turn his attention back to me, he took his time writing it all up and then told me that I shouldn't be returning the skirt because it was damaged, but it it had been like that when I bought it, he would have no problem returning it (WTF?) My obvious response to this was that if the skirt had looked like that before I bought it, I just wouldn't have bought it- who would have? And he told me again repeatedly that he didn't think he should return the skirt because it was damaged and because no one else had ever complained about any of the clothing that they purchased there. I finally responded with "Look, that's the whole point- I'm returning it because it's falling apart after less than a full day's wear. I buy an article of clothing and I expect it to last longer than that. I can't speak for others' experience with other articles of clothing, I only know what has happened with this one."

Aside from using my store credit, it may be a while before I shop there again. I dunno...I wasn't unreasonable to want to return the skirt was I? (I really don't think I was, and I was polite about it, I did not press the issue of the cash refund vs. store credit....the clerk's comments and the way he handled the entire thing just galls me...)

Comments

[lotii.livejournal.com]

Definitely not unreasonable. You weren't meaning to buy 'disposable clothing'. He's actually very lucky that you'd consider shopping there again. The few times I have gotten poorly made clothing, I didn't ask for a refund, but I certainly never shopped there again. As a store owner I would have appreciated that you brought it to my attention, and maybe I'd have words with the manufacturer.

[totallypinkrock.livejournal.com]

yeah, where i work, we try to be really accomodating on customer returns. my manager explained it like, "if the customer has a bad experience with one product, and feels like we don't care, they won't buy from us anymore!"

i think you deserved better treatment from the clerk, honestly.

same problem here...

[phythia.livejournal.com]

Funny that I read this before making tomorrow's todo list which includes returning a skirt. I bought one on Friday before going away for the weekend and, sure enough, on the first day of wearing it started falling apart in several places. I'm so disappointed because I really like the skirt but I know that a replacement skirt will probably be made just as poorly. So, hopefully my adventures will go a little more smoothly. There signs listed that they don't do returns for merchandise that has had the tags removed, but damaged goods should be an exception.

RE: Doors to Africa Visit

[doorstoafrica.livejournal.com]

my name is Roger and I am the manager at Doors to Africa, in Towson. It is almost accidental that I came across this link, but I am pleased to come across it. This is so, particularly because I will make sure to remind everyone that this does not happen again. In deed a customer returning merchandise is a great opportunity to keep a life long customer. In deed our store policy is refunds only as we are a small enterprise with limited inventory and we pretty much do not deviate from it. However I am sure that we could have accommodated you better and I will try to find out a more creative way to deal with such instances. One such idea as comes to mind, would have been perhaps to give, an additional $5.00 in store credit. I know I did not handle this case, so you can rest assured you were not speaking the owner or anyone with the final say. It is impossible to please everyone, however on can give 100% effort, of course some days we are operating at less than 100% and it is good to be reminded that this is so, so we can pick it up. Of course my intention here is not to change minds but to say the complain has been heard and we will try to do better.

Re: Doors to Africa Visit

[fuego.livejournal.com]

Thank you for that, it is really appreciated. I will be sure to stop in and speak with you the next time I am in the mall.

May I ask, out of curiousity how you stumbled upon my journal?