Shoes Fashion Inc.

Complaint: ***
I am rejecting this response because: The sign the owner is referring to is in Spanish. I do not speak Spanish. This store, while close to the border, is still located on American soil and should respect the fact that English speakers have rights as well. I specifically looked for a sign for return policies before making my purchase, there were indeed signs, but all were in Spanish. Hence, the reason a bi-lingual customer was needed to translate between the cashier and I. This is unfair to English speakers.
Regards,
*** ***

I remember this incident clearly since I was the one talking to the customer when she came to request a refund. This is a small shoe store and our policy specifically states "no refunds, only exchanges allowed". There is also a sign right by the cash register which clearly states this (in huge...

font). The employee the customer is referencing to has been with the company since inception, and has been working with my family for over 6 years. We've never had any other customer report any similar issues because the employee in question understands our company policy regarding refunds. The employee has no reason to mislead the customer since she's not paid by commission and has nothing to gain to mislead the customer. While I can understand the customer's request for a refund, we believe our "no refund/only exchange" policy is fair and I've offered credit to the customer for 60 days. This is already double the standard 30 day credit that we normally offer.

1. The customer claimed Shoes Fashion's employee mislead her about the return policy. The customer stated she was able to understand from my employee that the shoe must be unworn, in the original box, with the original receipt, and must be returned within 7 days. However, it seems the confusion is between the ability to exchange and the ability to get a refund. I wasn't there during their interaction, but my employee emphatically denied misleading the customer by saying refunds were allowed. Regardless, I will ensure my employees state in even more understandable terms so there is no confusion whatsoever in the future.
2. Yes, we do have a "No Refund, Only Exchange" sign posted in Spanish, but there is a English version as well. We do not discriminate between English speakers and Spanish speakers. To ensure this won't occur in the future, I will ensure signs are in larger print and posted in multiple places, including the front entrance.
The only solution the customer is willing to accept is a full refund. As I stated before in the initial response to Revdex.com, this is not part of our return policy and we will not be able to provide a cash refund--only store credit.