Reflection

Initial Business Response /* (1000, 8, 2015/07/14) */
I'm writing you to in regards to case #XXXXXXXX
The reason why Ms*** *** did not receive a refund for her purchase was due to the fact that she purchased the shoes during one of our special saleThe item that she purchased became
a final sale and it is our procedure to let our customer know that their purchase will be a final saleWhen Ms*** *** came back into the store we follow our policy and let her know that her purchase was not refundableShe was unhappy when we told her that, so one of our associate Jasmine offered her store creditWhen she called our corporate office and stated that we do not let customer know and that we don't have sign that posted in our store which we doWe told that we can give her store credit but we cannot give her a refundI've attached a picture of our Return/Exchange policyWhenever we have a sale we always post them up around the store
On a different note, is there anyway that you can update your file so that all mail can go directly to our Main office *** *** Ct Chino, CA XXXXX instead of the store? Because this complain was for a store in San Bernardino but it was mailed to our Rancho Cucamonga and sometime we don't get mail within the responding day period
Thank you for your time
*** ***
Initial Consumer Rebuttal /* (3000, 10, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, Kat says their are signs up in the store, but should they not be visible in all areas of the store, especially where the shoes are set up? I believed I was paying regular price for these shoesTheir was not any sale signs near these shoes
Second of all, if this is procedure, why didn't your employee let me know this was final saleThe problem is with your employee not following procedureI pointed this out when I spoke to Kat Khan
I have never and will never make any purchases that are final sale
This being the employees error, I should receive a refund
Final Consumer Response /* (4200, 14, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by what I wrote in my last explanationThis was the store employees error in not advising me of any final sale.The office manager *** *** at Reflections says it it store policy to let their customers be advised of thisThis employee did not follow store policyThis problem lies with the store not training their employees the proper way
How do you argue with poor business practice? Should I receive a refund? YesIt is obvious with this company that customer service is not a priority
Final Business Response /* (4000, 12, 2015/07/21) */
I'm writing you to in regards to case #XXXXXXXX
The reason why Ms*** *** did not receive a refund for her purchase was due to the fact that she purchased the shoes during one of our special saleThe item that she purchased became a final sale and it is our procedure to let our customer know that their purchase will be a final saleWhen Ms*** *** came back into the store we follow our policy and let her know that her purchase was not refundableShe was unhappy when we told her that, so one of our associate Jasmine offered her store creditWhen she called our corporate office and stated that we do not let customer know and that we don't have sign that posted in our store which we doWe told that we can give her store credit but we cannot give her a refundI've attached a picture of our Return/Exchange policyWhenever we have a sale we always post them up around the store

Review: I had purchased a pair of shoes at reflections two days ago. The cashier told me I had 30 days for return/ store credit. I brought the shoes back today because they were extremely painful to wear, and unbearable to walk in. The cashier told me she could exchange them and went to get her manager. As I looked for a new pair, she came up to me telling me that I could not exchange them or receive store credit because they were worn. I had not worn them but once and not enough to notice any difference, they were in perfect condition. I am complaining because not only did this business sell me a faulty product but they refused to compensate me for my loss. I found that the service was also very rude and unhelpful! Now that this has happened I would really just like for my money back as I have no use for these shoes.Desired Settlement: I would just like my money back for this faulty product I can get no use out of!

Business

Response:

Our Return/Refund policy is posted in A4 size on the counter by the register (please see attached), and is posted at the bottom of the receipt that customer receives with their purchase. Customers are allowed to return regular priced shoes as long as they are not worn. If the customer had come back within the 7 days with their receipt they would have gotten a full refund and after the 7th day we offer exchange or store credit within the 30 days as long as the shoes are not worn. All of our floors are engineer wood that allows customer to try on shoes before purchasing without damaging the bottom of the shoes. Unfortunately, if our customer worn the shoes on concrete/ asphalt ground it will shows sign of worn and for that we can not take back the shoes because we have to be able to resell the shoes to other customers. If the shoes were manufacture defected we would have had no problem taking it back.