ComplaintsforFemme Fatale ARMS and Training

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought purse 11/20/2021. My husband attempted to return the purse on 11/22/2021. He was told he could only have a store credit. They told my husband to call back and speak with the owner to see if there was anything that could be done. I spoke with Maria, the owner, who stated the return policy was printed on the receipt. During our conversation, she was very dismissive and belittling. This turned a positive experience to an extremely negative experience. I was appalled at the way she spoke to a customer, for questioning the return policy. I explained to her I had read over the receipt, but I didn't see it. She told me if I could "prove" that it wasn't on the receipt, that she would refund the money. I then called my husband to have him check and he stated he did see it on the receipt. I then told him, well we will only get a store credit. Which was what the owner had stated. She would only refund if I could "prove" it was not on the receipt. I then left a 1 star review, NOT based on the return policy, but based on the actions and words spoken to be by the owner. My husband when back in for the store credit and the owner said, "Well if your wife wouldn't have left a review, I would have given your money back" Which is morally and ethically wrong. As a consumer I have the right to leave an honest review based on my experience. She then commented on my review and wanted an explanation, which I kindly explained. She in no way denied that she was using our money as a punishment for leaving a review based on HER actions. I called Maria again on 11/24/2021 to offer her the opportunity to correct this and refund us the money. She told me only if you take down the review. I stated, I have the right to give an honest review based on my experience and I felt others deserved to know how she treated people. She discriminated against me based on my age, telling me "one day you will GROW UP and realize you can't have it your way"

  Business response

  02/04/2022

  Business Response /* (1000, 9, 2021/12/10) */ In response to Ms.*********'s complaint. In the 7 years we have been in business, our company policy has been to offer store credit on all returns that are not damaged or defective. We are a small business whose reputation is very important to us. I received a call from Ms.********* stating she was dissatisfied with the store credit we offered to her husband when he came in the store to return the purse she purchased herself. Ms.********* continued to argue that she was entitled to a refund. I explained our policy and that we are a small business that relies on making customers happy. Since she was extremely upset during our phone conversation I needed to make her satisfied to prevent damage to our reputation. Moments before her husband returned with the purse, I was notified by GOOGLE of a negative review left by her. This is the entire situation I hoped to avoid. Small businesses are harmed for an extended period of time by negative online reviews. I attempted to discuss this with her and asked if she would remove the review since I was offering a refund. Her position changed from wanting a refund to wanting a level of punishment toward my small business. As I discussed with her on the phone, I am willing to give Ms.********* a full refund and I hope she will consider removing her negative reviews on my business. Consumer Response /* (3000, 11, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept the refund. Please confirm how we can proceed with the refund. We would prefer to handle the refund over the phone. Business Response /* (4000, 17, 2022/01/05) */ This complaint was resolved several weeks ago. Ms.*********'s husband agreed to accept a gift certificate in the amount of the item. He had the gift certificate in his possession when he left the store. Despite this Ms.********* is using BBB to harass this small business for additional money. Consumer Response /* (4200, 19, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) You offered a refund now to are taking it back? You offered it here on BBB?? We are not harassing you for additional money. We do not want to shop in your store and would like to have the money back that you offered on 12/10/2021 in your response with the BBB. We have no desire to have the gift card. All we need to know now is how we can process the refund. Again...you offered it. Business Response /* (4000, 31, 2022/01/25) */ Ms*********. You and I spoke on the phone on 1/22. I offered you a refund to avoid a negative online review, less than 5 minutes before your husband arrived at the store to pick it up you posted a negative Google review. Since you do not agree to remove your negative review, the established store return policy of issuing a gift certificate will stand. Your repeated calls to my business at 5 minute intervals over the past two Saturday's are not welcome and will be reported to local police. I no longer want to do business with you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩