ComplaintsforCOS
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Complaint Details
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Initial Complaint
12/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am writing to express my disappointment regarding a recent visit to the COS ****** *** store on January 6, 2024 afternoon. After purchasing an item, I discovered it was damaged upon reaching home and sought to return it. Unfortunately, my request was denied, citing that the item was on sale. Upon explaining my situation to a female staff member in the store, I received an unfriendly and unprofessional response. She quickly glanced at my purchase receipt, informing me that the item, being on sale, could not be exchanged. Surprisingly, there was no prior communication of this policy during the purchase, and the absence of any signs or sale tags in the store contributed to my unawareness of the item's non-returnable status. Throughout the transaction, I was not informed that sale items were non-refundable or non-exchangeable. When I pointed out the lack of signs indicating the store's policy, she asserted, 'We never put up signs; we will not inform customers if items cannot be returned. It is mentioned on the receipt, so you should be aware of it.' However, the receipt was issued after payment, leaving me unaware of the non-refundable nature of the item. Attempting to address the matter further and seeking resolution, I suggested involving a manager. The staff member claimed to be the highest management in the store, displaying a dismissive attitude towards her colleagues and evading inquiries about her role as the store manager. Expressing my intention to escalate the matter, she stated that she was the floor manager, as the store manager was on vacation. When I requested contact details for customer service or headquarters, she questioned my perceived rudeness and directed me to find the information myself. Upon reaching out to customer service, I was only offered a store credit, despite the product being defective. Even for a small defect, I wish to return the item. I hope BBC can assist me in obtaining a resolution to this matter. Your support is greatly appreciated. Thank you.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.