My name is [redacted] I am the first person that [redacted] wife talked to when she first came into to return the sweatshirt #ffffff;"> Their first attempt The day she came in and brought the black sweatshirt to me, I examined it closely The sweatshirt was completely covered inside and out with dog hair and human hair(longer length) I had asked the woman if they had worn the sweatshirt and she had said her husband had tried it on and that was all She told me that he did not care for the zip up hoodie and preferred a pullover style At that time, because of the current condition that it was in I told her I would have to get authorization from my boss before a refund could be issued due to the amount of dog hair that was all over the sweatshirt She told me that she didn't even notice the dog hair and couldn't believe that I saw it (Being a pet owner myself and having to use a lint roller daily I am aware of the appearance of clothing) She then proceeded to tell me that if the hoodie would have been white or gray that I would not have even noticed it and would have given her the refund She told me that she has never had an issue with returning items to a store before due to dog hair and that she didn't even know if a gas station allowed returns Our store is a specialty shop, not just a gas station We have a large variety of gifts and have never encountered this issue before with a customer returning clothing items Then she proceeded to tell me that she returns stuff to gas stations all the time and that she can not believe that we are being in her words "this anal about a little dog hair" It was not a little dog hair, it was a lot She asked me if I could clean it off with a lint roller or even some double sided tape I advised her that even still if it were to be cleaned off, by herself, that I would still need to get an authorization from my boss for the refund due to the current condition I gave her my business card and told her to give me a couple of days because the boss(owner) was out of town and give me a call about the status of the refund She said to me "Well, I am going to go home and get every single piece of dog hair off of this hoodie and bring it back, so don't tell anyone that I came in so I can get my refund, mark my words, I will get every piece of dog hair off" She told me that she owed her husband $and that she really needed the full refund back I once again explained to her that because of the current condition I would have to get an authorization She said she was going to give me a call and she never did I advised the employees at our store that a refund was not to be given until we had authorization first She had come back to store later on in the week and at that time [redacted] were present Per our store policy, a refund was not given at that time due to not having the authorization yet She was quite upset about driving all the way back to the store to find out she couldn't get her money back, when I had given her my card and asked her to call me so I could let her know what the status was on the refund issue Our employees apologized to her for not having the answer and for her making another unsuccessful trip and offered her a free coffee for the inconvenienceShe gladly took the free beverage and then stood around for a little bit and said "your not going to give me a refund, are you?" They once again apologized and she had left The next visit was made by the husbandAt that time [redacted] were present They had claimed that there was still an excessive amount of dog hair on the item and declined a refund At that time the owner was still out of town therefore the refund could not be issued The final attempt to return the sweatshirt was in the beginning of the following week I ( [redacted] ) was present as well as the owner We talked with the customer and examined the sweatshirt again, there was still dog hair on the clothing but not as much as when it originally came in The item did appear to be a little bit faded but when we compared it to another hoodie it was not faded at all, that was the color The customer did threaten to contact the Revdex.com and file a complaint against usAfter examining the sweatshirt again and talking to the owner privately we agreed at this point we would provide the customer with two options If they wanted the cash refund we would only allow half because the item could not be resold at full retail value due to its condition, or the customer may in exchange select other items in the store at equal value We did not have anymore of the pull over hoodies left in the size that they would have needed So at this time the woman had selected two items in exchange One was a Packer Bird house valued at $and a Packer Welcome greeter valued at $which would have been a combined value of $plus tax We had agreed to allow her to go over the value of the hoodie to try and make the customer happy She was happy with the items and then decided that she would wait and let her husband come back and pick out whatever items he would like The customers never returned nor did we hear from them again until now with the letter from Revdex.com We tried to make them happy but the ending result was they apparently wanted the full refund for the item and that we would have lost money trying to resell due to their negligence of caring for the product before returning it If possible after reviewing, can you please let us know what happens from this point on We strive to provide excellent customer service and if there is something you feel we need to improve on or modify I would really like your input Feel free to contact me with any questions at [redacted] Thank you for your time [redacted] MGR Cornellier Superstore
My name is [redacted]. I am the first person that [redacted] wife talked to when she first came into to return the sweatshirt.
#ffffff;">
Their first attempt....
The day she came in and brought the black sweatshirt to me, I examined it closely. The sweatshirt was completely covered inside and out with dog hair and human hair(longer length). I had asked the woman if they had worn the sweatshirt and she had said her husband had tried it on and that was all. She told me that he did not care for the zip up hoodie and preferred a pullover style. At that time, because of the current condition that it was in I told her I would have to get authorization from my boss before a refund could be issued due to the amount of dog hair that was all over the sweatshirt. She told me that she didn't even notice the dog hair and couldn't believe that I saw it. (Being a pet owner myself and having to use a lint roller daily I am aware of the appearance of clothing). She then proceeded to tell me that if the hoodie would have been white or gray that I would not have even noticed it and would have given her the refund. She told me that she has never had an issue with returning items to a store before due to dog hair and that she didn't even know if a gas station allowed returns. Our store is a specialty shop, not just a gas station. We have a large variety of gifts and have never encountered this issue before with a customer returning clothing items. Then she proceeded to tell me that she returns stuff to gas stations all the time and that she can not believe that we are being in her words "this anal about a little dog hair". It was not a little dog hair, it was a lot. She asked me if I could clean it off with a lint roller or even some double sided tape. I advised her that even still if it were to be cleaned off, by herself, that I would still need to get an authorization from my boss for the refund due to the current condition. I gave her my business card and told her to give me a couple of days because the boss(owner) was out of town and give me a call about the status of the refund. She said to me "Well, I am going to go home and get every single piece of dog hair off of this hoodie and bring it back, so don't tell anyone that I came in so I can get my refund, mark my words, I will get every piece of dog hair off" She told me that she owed her husband $60 and that she really needed the full refund back. I once again explained to her that because of the current condition I would have to get an authorization. She said she was going to give me a call and she never did.
I advised the employees at our store that a refund was not to be given until we had authorization first.
She had come back to store later on in the week and at that time [redacted] were present. Per our store policy, a refund was not given at that time due to not having the authorization yet. She was quite upset about driving all the way back to the store to find out she couldn't get her money back, when I had given her my card and asked her to call me so I could let her know what the status was on the refund issue. Our employees apologized to her for not having the answer and for her making another unsuccessful trip and offered her a free coffee for the inconvenience. She gladly took the free beverage and then stood around for a little bit and said "your not going to give me a refund, are you?" They once again apologized and she had left.
The next visit was made by the husband. At that time [redacted] were present. They had claimed that there was still an excessive amount of dog hair on the item and declined a refund. At that time the owner was still out of town therefore the refund could not be issued.
The final attempt to return the sweatshirt was in the beginning of the following week. I ([redacted]) was present as well as the owner. We talked with the customer and examined the sweatshirt again, there was still dog hair on the clothing but not as much as when it originally came in. The item did appear to be a little bit faded but when we compared it to another hoodie it was not faded at all, that was the normal color. The customer did threaten to contact the Revdex.com and file a complaint against us. After examining the sweatshirt again and talking to the owner privately we agreed at this point we would provide the customer with two options. If they wanted the cash refund we would only allow half because the item could not be resold at full retail value due to its condition, or the customer may in exchange select other items in the store at equal value. We did not have anymore of the pull over hoodies left in the size that they would have needed. So at this time the woman had selected two items in exchange. One was a Packer Bird house valued at $29.99 and a Packer Welcome greeter valued at $39.99 which would have been a combined value of $69.98 plus tax. We had agreed to allow her to go over the value of the hoodie to try and make the customer happy. She was happy with the items and then decided that she would wait and let her husband come back and pick out whatever items he would like. The customers never returned nor did we hear from them again until now with the letter from Revdex.com.
We tried to make them happy but the ending result was they apparently wanted the full refund for the item and that we would have lost money trying to resell due to their negligence of caring for the product before returning it.
If possible after reviewing, can you please let us know what happens from this point on. We strive to provide excellent customer service and if there is something you feel we need to improve on or modify I would really like your input.
Feel free to contact me with any questions at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I'm done with this matter. Nothing is going to get solved and I'm tired of going back and forth. I'm happy just knowing that the Revdex.com got involved and their name is out there for the TERRIBLE CUSTOMER SERVICE. Ill just sell on my own and get more money then the store will give me.
Regards,
[redacted]
I apologize for the improper sentence structure/lack of detailed response. I must correct myself. The sentence that he is referring to in the first message "excessive dog hair and human hair" there was excessive dog hair and notexcessive human hair but there was some human hair on the item in question. As I was talking with Mrs. [redacted] I was pulling the human hair off of the sweatshirt. No I did not make mention to her about the human hair because that was the least of my concerns. I was merely stating the recounts of my experience with the customer(Mrs. [redacted]).
Mr. [redacted] has stated in his attempt to return the item(his first attempt and the 3rd attempt to return the item to the store) That he was told "nothing could be done on the refund because it still had dog hair on it and was faded." I talked with the two employees who are listed at being present at the time he came in. They informed me that he was told that he needed to call back and ask for myself([redacted]) in regards to the refund. As I previously stated the owner was out of town the day Mr. [redacted] came in so a refund could not have been issued at that time.
After the business owner arrived back in town the issue was addressed and the customer (Mrs. [redacted]) was presented with her options on how we could resolve the issue. Our store did not have any more Pull Over Hoodies in the size that they needed, so Mrs. [redacted] selected two item in exchange which were valued at more that her original purchase. Then she decided that she would let her husband come back and pick out the items himself since the original purchase was a Christmas present for him. Mr. [redacted] never came back to our store.
I understand from Mr. [redacted]'s first initial response his desired settlement is being issued a full refund. Due to the condition of the sweatshirt, we would not be able to resell the item in our store at full value that is why he had offered to his wife a cash refund at 50% off the retail value or an equal value exchange for in store items.
In our defense: There was a total of 4 attempts at returning this sweatshirt. In the first attempt, as stated in my original response to the Revdex.com, I gave Mrs. [redacted] my personal business card so that way she could contact me personally after I made contact with the business owner in what options would be available to the customer, after the owner arrived back in town. As you can see throughout the original response there was no attempt to call me but instead the customers chose to come directly to the store and because I was not working at the time they arrived, they had to discuss the issue with other employees. I have four other employee names listed that they made contact with. In my experience as a store manager, I have found it to be more successful in handling customer discrepancies, if the issue at hand is dealt with by whomever it was originally bought to. Perception is different for every single human being. Therefore I was trying to eliminate the "third" party perception by dealing directly with the customers issue. That is why I gave Mrs. [redacted] my business card.
We feel that we have presented the customers with two appropriate choices to resolve the issue. Customer service is very important to us. Sadly an agreement could not be made due to Mr. [redacted]'s request for a full refund.
If there are any more questions or concern please feel free to contact me.
My name is [redacted] I am the first person that [redacted] wife talked to when she first came into to return the sweatshirt #ffffff;"> Their first attempt The day she came in and brought the black sweatshirt to me, I examined it closely The sweatshirt was completely covered inside and out with dog hair and human hair(longer length) I had asked the woman if they had worn the sweatshirt and she had said her husband had tried it on and that was all She told me that he did not care for the zip up hoodie and preferred a pullover style At that time, because of the current condition that it was in I told her I would have to get authorization from my boss before a refund could be issued due to the amount of dog hair that was all over the sweatshirt She told me that she didn't even notice the dog hair and couldn't believe that I saw it (Being a pet owner myself and having to use a lint roller daily I am aware of the appearance of clothing) She then proceeded to tell me that if the hoodie would have been white or gray that I would not have even noticed it and would have given her the refund She told me that she has never had an issue with returning items to a store before due to dog hair and that she didn't even know if a gas station allowed returns Our store is a specialty shop, not just a gas station We have a large variety of gifts and have never encountered this issue before with a customer returning clothing items Then she proceeded to tell me that she returns stuff to gas stations all the time and that she can not believe that we are being in her words "this anal about a little dog hair" It was not a little dog hair, it was a lot She asked me if I could clean it off with a lint roller or even some double sided tape I advised her that even still if it were to be cleaned off, by herself, that I would still need to get an authorization from my boss for the refund due to the current condition I gave her my business card and told her to give me a couple of days because the boss(owner) was out of town and give me a call about the status of the refund She said to me "Well, I am going to go home and get every single piece of dog hair off of this hoodie and bring it back, so don't tell anyone that I came in so I can get my refund, mark my words, I will get every piece of dog hair off" She told me that she owed her husband $and that she really needed the full refund back I once again explained to her that because of the current condition I would have to get an authorization She said she was going to give me a call and she never did I advised the employees at our store that a refund was not to be given until we had authorization first She had come back to store later on in the week and at that time [redacted] were present Per our store policy, a refund was not given at that time due to not having the authorization yet She was quite upset about driving all the way back to the store to find out she couldn't get her money back, when I had given her my card and asked her to call me so I could let her know what the status was on the refund issue Our employees apologized to her for not having the answer and for her making another unsuccessful trip and offered her a free coffee for the inconvenienceShe gladly took the free beverage and then stood around for a little bit and said "your not going to give me a refund, are you?" They once again apologized and she had left The next visit was made by the husbandAt that time [redacted] were present They had claimed that there was still an excessive amount of dog hair on the item and declined a refund At that time the owner was still out of town therefore the refund could not be issued The final attempt to return the sweatshirt was in the beginning of the following week I ( [redacted] ) was present as well as the owner We talked with the customer and examined the sweatshirt again, there was still dog hair on the clothing but not as much as when it originally came in The item did appear to be a little bit faded but when we compared it to another hoodie it was not faded at all, that was the color The customer did threaten to contact the Revdex.com and file a complaint against usAfter examining the sweatshirt again and talking to the owner privately we agreed at this point we would provide the customer with two options If they wanted the cash refund we would only allow half because the item could not be resold at full retail value due to its condition, or the customer may in exchange select other items in the store at equal value We did not have anymore of the pull over hoodies left in the size that they would have needed So at this time the woman had selected two items in exchange One was a Packer Bird house valued at $and a Packer Welcome greeter valued at $which would have been a combined value of $plus tax We had agreed to allow her to go over the value of the hoodie to try and make the customer happy She was happy with the items and then decided that she would wait and let her husband come back and pick out whatever items he would like The customers never returned nor did we hear from them again until now with the letter from Revdex.com We tried to make them happy but the ending result was they apparently wanted the full refund for the item and that we would have lost money trying to resell due to their negligence of caring for the product before returning it If possible after reviewing, can you please let us know what happens from this point on We strive to provide excellent customer service and if there is something you feel we need to improve on or modify I would really like your input Feel free to contact me with any questions at [redacted] Thank you for your time [redacted] MGR Cornellier Superstore
My name is [redacted]. I am the first person that [redacted] wife talked to when she first came into to return the sweatshirt.
#ffffff;">
Their first attempt....
The day she came in and brought the black sweatshirt to me, I examined it closely. The sweatshirt was completely covered inside and out with dog hair and human hair(longer length). I had asked the woman if they had worn the sweatshirt and she had said her husband had tried it on and that was all. She told me that he did not care for the zip up hoodie and preferred a pullover style. At that time, because of the current condition that it was in I told her I would have to get authorization from my boss before a refund could be issued due to the amount of dog hair that was all over the sweatshirt. She told me that she didn't even notice the dog hair and couldn't believe that I saw it. (Being a pet owner myself and having to use a lint roller daily I am aware of the appearance of clothing). She then proceeded to tell me that if the hoodie would have been white or gray that I would not have even noticed it and would have given her the refund. She told me that she has never had an issue with returning items to a store before due to dog hair and that she didn't even know if a gas station allowed returns. Our store is a specialty shop, not just a gas station. We have a large variety of gifts and have never encountered this issue before with a customer returning clothing items. Then she proceeded to tell me that she returns stuff to gas stations all the time and that she can not believe that we are being in her words "this anal about a little dog hair". It was not a little dog hair, it was a lot. She asked me if I could clean it off with a lint roller or even some double sided tape. I advised her that even still if it were to be cleaned off, by herself, that I would still need to get an authorization from my boss for the refund due to the current condition. I gave her my business card and told her to give me a couple of days because the boss(owner) was out of town and give me a call about the status of the refund. She said to me "Well, I am going to go home and get every single piece of dog hair off of this hoodie and bring it back, so don't tell anyone that I came in so I can get my refund, mark my words, I will get every piece of dog hair off" She told me that she owed her husband $60 and that she really needed the full refund back. I once again explained to her that because of the current condition I would have to get an authorization. She said she was going to give me a call and she never did.
I advised the employees at our store that a refund was not to be given until we had authorization first.
She had come back to store later on in the week and at that time [redacted] were present. Per our store policy, a refund was not given at that time due to not having the authorization yet. She was quite upset about driving all the way back to the store to find out she couldn't get her money back, when I had given her my card and asked her to call me so I could let her know what the status was on the refund issue. Our employees apologized to her for not having the answer and for her making another unsuccessful trip and offered her a free coffee for the inconvenience. She gladly took the free beverage and then stood around for a little bit and said "your not going to give me a refund, are you?" They once again apologized and she had left.
The next visit was made by the husband. At that time [redacted] were present. They had claimed that there was still an excessive amount of dog hair on the item and declined a refund. At that time the owner was still out of town therefore the refund could not be issued.
The final attempt to return the sweatshirt was in the beginning of the following week. I ([redacted]) was present as well as the owner. We talked with the customer and examined the sweatshirt again, there was still dog hair on the clothing but not as much as when it originally came in. The item did appear to be a little bit faded but when we compared it to another hoodie it was not faded at all, that was the normal color. The customer did threaten to contact the Revdex.com and file a complaint against us. After examining the sweatshirt again and talking to the owner privately we agreed at this point we would provide the customer with two options. If they wanted the cash refund we would only allow half because the item could not be resold at full retail value due to its condition, or the customer may in exchange select other items in the store at equal value. We did not have anymore of the pull over hoodies left in the size that they would have needed. So at this time the woman had selected two items in exchange. One was a Packer Bird house valued at $29.99 and a Packer Welcome greeter valued at $39.99 which would have been a combined value of $69.98 plus tax. We had agreed to allow her to go over the value of the hoodie to try and make the customer happy. She was happy with the items and then decided that she would wait and let her husband come back and pick out whatever items he would like. The customers never returned nor did we hear from them again until now with the letter from Revdex.com.
We tried to make them happy but the ending result was they apparently wanted the full refund for the item and that we would have lost money trying to resell due to their negligence of caring for the product before returning it.
If possible after reviewing, can you please let us know what happens from this point on. We strive to provide excellent customer service and if there is something you feel we need to improve on or modify I would really like your input.
Feel free to contact me with any questions at [redacted]
Thank you for your time.
[redacted]
MGR
Cornellier Superstore
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I'm done with this matter. Nothing is going to get solved and I'm tired of going back and forth. I'm happy just knowing that the Revdex.com got involved and their name is out there for the TERRIBLE CUSTOMER SERVICE. Ill just sell on my own and get more money then the store will give me.
Regards,
[redacted]
I apologize for the improper sentence structure/lack of detailed response. I must correct myself. The sentence that he is referring to in the first message "excessive dog hair and human hair" there was excessive dog hair and notexcessive human hair but there was some human hair on the item in question. As I was talking with Mrs. [redacted] I was pulling the human hair off of the sweatshirt. No I did not make mention to her about the human hair because that was the least of my concerns. I was merely stating the recounts of my experience with the customer(Mrs. [redacted]).
Mr. [redacted] has stated in his attempt to return the item(his first attempt and the 3rd attempt to return the item to the store) That he was told "nothing could be done on the refund because it still had dog hair on it and was faded." I talked with the two employees who are listed at being present at the time he came in. They informed me that he was told that he needed to call back and ask for myself([redacted]) in regards to the refund. As I previously stated the owner was out of town the day Mr. [redacted] came in so a refund could not have been issued at that time.
After the business owner arrived back in town the issue was addressed and the customer (Mrs. [redacted]) was presented with her options on how we could resolve the issue. Our store did not have any more Pull Over Hoodies in the size that they needed, so Mrs. [redacted] selected two item in exchange which were valued at more that her original purchase. Then she decided that she would let her husband come back and pick out the items himself since the original purchase was a Christmas present for him. Mr. [redacted] never came back to our store.
I understand from Mr. [redacted]'s first initial response his desired settlement is being issued a full refund. Due to the condition of the sweatshirt, we would not be able to resell the item in our store at full value that is why he had offered to his wife a cash refund at 50% off the retail value or an equal value exchange for in store items.
In our defense: There was a total of 4 attempts at returning this sweatshirt. In the first attempt, as stated in my original response to the Revdex.com, I gave Mrs. [redacted] my personal business card so that way she could contact me personally after I made contact with the business owner in what options would be available to the customer, after the owner arrived back in town. As you can see throughout the original response there was no attempt to call me but instead the customers chose to come directly to the store and because I was not working at the time they arrived, they had to discuss the issue with other employees. I have four other employee names listed that they made contact with. In my experience as a store manager, I have found it to be more successful in handling customer discrepancies, if the issue at hand is dealt with by whomever it was originally bought to. Perception is different for every single human being. Therefore I was trying to eliminate the "third" party perception by dealing directly with the customers issue. That is why I gave Mrs. [redacted] my business card.
We feel that we have presented the customers with two appropriate choices to resolve the issue. Customer service is very important to us. Sadly an agreement could not be made due to Mr. [redacted]'s request for a full refund.
If there are any more questions or concern please feel free to contact me.
[redacted]
MGR
[redacted]