Complaints

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• Initial Complaint

  Date:30/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried on a pair of shoes in store that were too small. Employee said she could ship the shoes to my house in a bigger size. Was told I had 10 days for full refund if they did not fit. I have another witness with me to attest to this. She completed the entire transaction on her computer. I received the shoes and they did not fit. Went to return them today and was told they are exchange only as they were 20% off. I explained what I was told by the previous employee and they said it didn’t matter.
  
  I would never have purchased shoes that might not fit, I was given false information by an employee. I am looking for a full refund, **** ** *** ********* *****. The shoes are in original box and unworn.

  Business Response

  Date: 09/07/2025

  As stipulated in our Exchanges and Returns policy, it is very clearly stated that we only offer refunds on items that were purchased at full price. All sale, discount or promotional items are non-refundable back to your original method of payment. This purchased received a 20% discount, thus making the item a discounted item and ineligible for a refund to the customer's original method of payment. Not only is this policy stipulated on our website, but on the customer's receipt, as well as sign with a detailed explanation of the return policy at cash next to the POS machine. 

  Furthermore, the sales associate that processed the initial transaction was not any ordinary sales associate, but our store manager, whom is very well-verse in our store policy (as all our associates are). She would have never promised the ability for a sale, discounted or promotional item to be returned for a refund, knowing the item being purchase did not quality for one. The most she would have offered was an exchange for a better size, or another item of equal value (per our store policy) or an exceptional gift card. However, it is a fact that she would have not offered a refund. 

  Additionally, on the customer's sales associate, there is a note that makes it very clear that her purchase is not eligible for a refund, but an exchange only. The note reads exactly as follows: BUY 1 @ 20% OFF - 10 DAYS EXCHANGE ONLY). 

  What this signifies, is that there was a 20% discount that was applied to this purchase, due to a promotion being run in-store. Due to this discount, the purchase she made was eligible for exchange only, within 10 days of the date of delivery. Again, this is not information that is inaccessible to customers. This is exactly what is stipulated in our Exchanges and Returns policy, as indicated on the sign next to our cash in-store, on the bottom of the sales receipt, and in our Exchanges and Returns policy on our website. 

  Based on the customer's complaint, she already had a forewarning, provided to her in-store, as well as on her receipt that her purchase would not be able to be returned for a refund. However, it seems that the initial warning, as well as the reminder on her receipt was disregarded.

  While we do apologize for the inconvenience, based on the information provided above, this individual was informed prior to making her purchase, that it would not be refundable to her original method of payment.

   

   

  Customer Answer

  Date: 09/07/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The employee 100% told me that I had 10 days to return the item. I had another person in attendance with me to attest to this. It is absurd for you to write that you know for "a fact" that she would not have said then when you were not present. I don't know if she forgot they were on promotion, or just said it out of habit, but that is what she said. 

  Being that I am buying the item in store I do not have access to your policy on your website. I only go by what the employee is telling me. Why on earth would any customer go looking elsewhere to double check that the policy they were told by an employee is correct? Why would I go to the receipt to read the fine print AFTER the purchase to double check the return policy. I only purchased them on assumption that I was able to return them. 

  Your employee made a mistake and gave me wrong information, take some accountability and ownership. She told me for "a fact" that I could return the item. Two people heard this, I would not have purchased shoes that might not fit. The fact that you have your policy listen on your website is irrelevant, the fact that it is is apparently written somewhere in your store is irrelevant as it is clearly not visible.

  
  
  
  Sincerely,
  
  
  
  ***** **********