Complaints

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 3, 2024, In the Inmotion Store in ********* ********** *******, Terminal B, I purchase a headset for an upcoming flight, but when I asked for a receipt, I was told they couldn't provide one....but not until after I purchased them item. When I inquired as to why, I was told the printer hadn't worked for some time. I asked how I could return the item/have proof of purchase, they told me to "call corporate", I told them I didn't want to go through that hassles so to please just take the item back before I leave the store. They said that would be a problem because they can't process a return without a receipt. I said I literally just swiped my card - how can it be that you can't process a return right now? they said that it could not be done. I asked about emailing a receipt, they couldn't do that either. So, now I am stuck with a terrible experience, I don't want a product where I can even prove I bought it and and the practice and approach seems sketchy - wait until lI buy it to tell me you can't provide a receipt and can't process a return 5 seconds after I purchase it. I don't want to buy merchandise from companies that operate like this. I am concerned that;: 1. They should not be operating a business if they can't provide proof of purchase. 2. They should tell customers in advance that can't provide a proof of purchase so they can make informed buying decisions. 3. they have no exception process for overriding returns especially when they were just purchased seconds ago. This is incredibly poor experience with employees who could give much of a care. As I shopped it was as if I was bothering them......

  Business response

  06/21/2024

  Hello,

  The customer contacted us via email on 06/06/2024 regarding a missing receipt from one of our locations and mentioned they had also contacted the airport and BBB. We were not afforded an opportunity to address the issue before the complaint was lodged.

  
  I responded to the customer's email on 06/06/2024 requesting information to locate the receipt in our system, and received the necessary details later that afternoon. Subsequently, I located and sent the requested receipt to the customer on 06/10/2024.

  
  Although the item was not returned to us, we processed a refund as a gesture of goodwill. Please find attached the return receipt for your records.

  Regards,

  ******** **********
  ******** ******* *** ***** ********** *******
  
  
  
  

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