I just wanted to take the time to write you and let you know how disappointed I am in their customer service policy of “no returns”. I understand this policy being in place when the product isn’t to the style taste of the buyer, but I fail to understand a “no return” policy when the product is faulty and breaks. \r
I was in their store yesterday and bought a pair of jeans (which according to today’s teller, you knew was causing your customers issues, but you chose to leave out for sale anyway). I was so excited about the jeans that I wore them out of the store and to the mall. The button on the jeans broke within an hour of my purchase. I was forced to leave the mall early out of shear embarrassment that my jeans weren’t staying up because of their poor craftsmanship. \r
I took them back at my first opportunity, having read the policy on my receipt, but sure that the “exchange only” policy wouldn’t apply toward a broken product, that I was returning the next day. I was shocked when I learned that they wouldn’t stand behind their product and instead I was forced to exchange the jeans for shirts, which I didn’t care for. When I asked the teller to call the owners to see if a compromise could be reached regarding a partial exchange, partial refund, I was told that no compromise could be reached and instead I would have to put more money in the pockets of owners who undervalue their customers.\r
When I questioned the no return policy to double check that it applied to faulty product, I was told that the teller and owner’s mom was working and didn’t understand the issues that accompanied this particular style of jeans. I find it hard to accept this as an excuse for cheating a person out of their money. The fact that the staff hasn’t been informed about a continually faulty product line, or that the owners neglected to remove the product from the shelves shows an ineptitude at running a business and training staff.\r
I understand that they are a young business but a lack of common sense, brand standards, and customer satisfaction should not be excused. Businesses fail because of poor customer service, and from my experience if this is the way they treat their customers this business won’t be around much longer.