Ardene Reviews (%countItem)
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Ardene Rating
Address: 1225 St Mary's Rd #106, St Vital Centre, Winnipeg, Manitoba, Canada, R2M 5E5
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Purchased Christmas items on Oct 14, 2019 that were received in early-November. One item that cost $13.74, gifted on Dec 25, did not fit. I contacted Ardene Customer Service on Dec 28 to begin the return process as I no longer had the shipping documentation. Having not heard back, I contacted Paypal the tender provider. They were able to provide a copy of the transaction. On Jan 4, I took the item to the St. Vital location to exchange for a larger size. All original tags were still attached.
The associate, who said she was the acting manager, was initially going to help and actually found a same top (in different colour) on a rack. It was marked down even cheaper than what I had paid -- however, the associate would not exchange once she saw the Paypal invoice date. She became extremely belligerent and would not accept the fact that just because the item was purchased in Oct, it was not immediately delivered. She said you have 60 days to exchange and this was purchased Oct 14. I said it was a Christmas gift and not received until early November and showed her the email thread indicating we had been trying to get a response since Dec 28 to return the item. She replied, "That's our policy, it's not my problem you can't follow directions or read a calendar." When he asked for her name, so he could address her attitude with her boss - she covered her name tag with her hand, said, "I don't have to tell you that... I don't have to tell you my Manager's name... now get out of the store or I will call security." The store would not provide an exchange. I contacted their Head Office and the "Customer Service" staff members were unwilling to assist. My request for a Regional Manager's name went unanswered.
Refund I would like to exchange this item (a top) for a larger size and I would also appreciate an apology from the Store Manager for the way this employee (an Acting Manager) spoke to me. I did leave my business card and did request that she/he call me to discuss the incident. Failing an apology from the store manager, I would welcome an opportunity to discuss this incident with a District or Regional Manager of Ardene Canada.
Hello, thank you for forwarding your concerns. Unfortunately we have a 30 day return policy and since the item was purchased on October 14th we are unable to override our policy. We are dedicated to creating a positive and welcoming environment for not only our customers but for our sales team as well. After investigation we found the specific situation escalated to where our employee felt uncomfortable and security was called. We hope in the future that you will have a positive shopping experience.
(The consumer indicated he/she DID NOT accept the response from the business.)
Security was not called, the employee threatened to call security. Despite numerous requests to speak and/or escalate this incident, the company has chosen to tow the party line and not have regional management discuss. The transaction was tendered on Oct 14 however the product was not received until received until early November. It was a Christmas gift and we understood that a 60 day window was permitted on returns/exchanges of Christmas gifts. We requested a refund on Dec 28, having received the item, by mail ion Nov 4 or 5. Going with the earlier date, Nov 4-Dec 28, that is 55 days, and within the return/exchange window. Our request to return was ignored until after the return window had lapsed. The cost of the item was
$14 and a suitable replacement was available at the store, and at a further reduced price point when visited in early January, as we has taken it upon ourselves to attempt to resolve direct. The employee mistreated us, and threatened to have us (we, a family of 3), if we did not leave. I left my business card with the same employee before leaving on my own accord and asked her to have her Manager call me. She agreed. Clearly, the idle threat was to intimidate us. This is NOT customer service. *** Highly disappointed... as it could have been resolved mutually and at a economic benefit to the company. As is, they have lost my family as customers, incurred bad will and left their employee to harass and abuse future customers by refusing to address her attitude.