Let’s face it. We’re going to have a bad customer experience from time to time and when it does happen — it may leave you feeling a certain way about the place where the sub-par service happened, right?
I had the following happen to me at a Dillard’s store in Atlanta and have yet to have the situation addressed by anyone at the company.
“On last Thursday, July 5, 2012 at approximately 2pm I visited the above
store to attempt to return merchandise that I bought from another
Dillard’s store (Atlantic Station, Atlanta, GA.) The receipt is from
3/10/12 and has faded since then. Upon entering the Perimeter location I
was first greeted by a friendly cashier at a customer service desk who
asked if store credit would be fine since the return was over 30 days
old. The proof of purchase tag could not be found in the system and the
item was from BCBG so she informed me I’d have to return it in the BCBG
section and walked me over.
The young lady at the BCBG counter was not friendly at all. She takes
the receipt and sweater I was to return and says, “I can’t even read
this and this isn’t the right receipt anyway.” I informed her that it
absolutely was the right receipt to which she told me, “This item is
$148 and your receipt is for $111.83 and I know for a FACT that we have
not marked this sweater down until this week.” Not wanting to argue with
her and being absolutely sure my receipt was correct, I asked to speak
to a manager. As the associate brings over the manager, I hear her tell
“she doesn’t have the correct receipt.”
The manager looks at the receipt and says I cannot return the item
anyway as it is passed the 30 days. As I thought this 30 day policy
applied to returns and not exchanges, she explained that it pertained to
both. I understand that a policy is a policy and so I was prepared to
leave, but then she asked the BCBG counter associate how much the
sweater was selling for at the present time. $68 is what she calculated
and that is what the manager then offered to give me as a merchandise
I have MANY issues with this visit. First, the first associate seemed to
think I could get a credit for the merchandise I was returning but the
manager and BCBG associate told me different which was extrememly
frustrating. Second, I can’t help but feel as if I was being accused of
either stealing the sweater or trying to bring it back with the wrong
receipt. Neither of these were the case. I have never seen an instance
where an associate will just flat out tell a customer they are wrong and
continue to do so. I think this because (my last issue) if the policy
was that there was no store credit being given after 30 days, why would
the manager offer me $68 when I have the receipt and original tags (with
POP) attached to the merchandise.
Of course I declined the offer as it didn’t make sense to me and left
with the merchandise. ”
Just awful! I cannot believe that no one has called or emailed back to apologize. Clearly, I won’t be going into another Dillard’s store for a
long, long, long time EVER.
When’s the last time you had a bad experience at a store? Use Facebook to tell us about it below.
By JaNea @janeaNOTjane
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