ComplaintsforGillia

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date: November 20, 2022 (as best recalled)- when asked if the item would go on sale during the Thanksgiving week, she was told the item would remain at full price. - purchase was subsequently made by my daughter, *******************, for full price.- The 14 day return period passed by one day before the dress went on sale online for Black Friday.- **** was able to log on to the site to qualify for 30% off the exact dress, size, color...but did not purchase a 2nd (as she was unable to return the original purchase).- Upon inquiring via phone and email about receiving a price adjustment, she was refused.- Seller cited that only new purchases qualified for the Black Friday sale prices (not written anywhere).- **** would have returned the dress during her 14 day return period had she be told that the dress she purchased would indeed be on sale during Black Friday.- subsequent emails and phone calls went unanswered.- **** is hoping to received 30% off the full priced cost of the *************** for $168.00.- Additionally, **** deserves an apology for not responding to her email requesting a price adjustment.I, too, made a purchase on the same day, November 20, 2022. Although stated that all sale items are final sale, I was unhappy and emailed to return the item that same day. I followed up the next day with a phone call. ******* received my call, checked with the owner, ******************, and allowed my return without any issues. I received a full refund to my credit card - despite the stated return policy for sale items noted on the receipt.There is no reasoning for allowing my return, and not allowing ****'s price adjustment. **** was clearly told that her item would NOT go on sale prior to her purchase.....and the exact item indeed went on sale.

  Business response

  01/20/2023

  Hello,
  
  Thank you for bringing this to our attention. It seems there may be a little confusion about the sale. 
  
  On November 12, 2022, mother and daughter customers ******* & ******************* came to shop in our store. At this time, our sales associates had been briefed on our Black Friday Sale, or sale during the Thanksgiving week, which did not include our popular style, the **************** When asked about the sale, our associate answered truthfully stating the *************** would not be included. ******************* purchased 1 *************** on this day.
  
  The weekend after Black Friday, 11/26-11/27, we decided to do a Cyber Monday Sale, exclusively online for our email subscribers. On 11/27, we sent out an email informing our VIP subscribers about the structure of our Cyber Monday Sale, which would begin at 7am on 11/28. We were going to issue a limited number of discount codes that could be used sitewide. These were on a first-come, first-serve basis, so once the codes were used up, they were no longer applicable. The highest code was for 50% off, but again, this was on a limited basis. We would love to be able to offer these discounts on a larger scale to more of our customers, but at this time, we could only gift a few lucky customers. We offered additional codes with the same structure for 40% off, 30% off, 20% off, etc. There was a very big turnout and the codes were quickly used up. 
  
  On Monday, 11/28, we received an email from ******************* (attached), requesting a price match with 50% off her purchase from 11/12. Our associate responded to **** on 12/2, explaining the sale and letting her know we were not able to price match past purchases. On 12/8, **** responded saying this was unfair after we had told her, unfortunately, we were not able to price match, since this was part of the special Cyber Monday Sale and discount codes were limited to VIP customers on a first come first serve basis. 
  
  We truly apologize for any confusion. We would like to offer a refund of 50% off on her **** dress purchase. We hope that this will solve the issue and confusion. 
  
  Please advise on the next steps. 
  
  Thank you very much.
  
  Sincerely,
  -- 
  S A O R I    ***********
  K a  L a  C l o t h *********** L L C
  O ***** r - D e s i g n e r 
  w w w . g i l l i a c l o t h ******* c o **************** t a g r a m : @gilliaclothing

  Customer response

  01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I would like to include comments to owner ******************' reply, as the tone, wording, and unnecessarily lengthy reply exemplifies the poor customer service treatment that my daughter has now experienced twice: once upon the rejection of a simple price adjustment request, and now with this lengthy response that seeks to blame the customer.

  In this instance, the owner ought to have immediately acknowledged the wrongdoing and made the situation right by offering the customer a price adjustment.  Instead, the customer had to work through the ******************** to be acknowledged and have the situation reluctantly remedied.  There was a representation (that the dress was not going on sale) made to ***** upon which she detrimentally relied. **** could have easily returned the purchase well within her 14 day period, and purchased the dress online at a discount, had she been given that knowledge.  As stated that the employees responded correctly to **** about their lack of sale knowledge for Cyber Monday, the situation could easily have been remedied with outstanding customer service when **** initially approached the employee(s) for a simple price adjustment.  As a direct result to this situation,  both my daughter and I will not shop at this store again.

  Here is an example of outstanding customer service that my daughter failed to receive:  "We're sorry that this dress went on sale after all.  Since we value you as a loyal VIP, repeat, and happy customer, we'd like to extend a goodwill gesture to you, this time, with a price adjustment of 50%.  We hope that you enjoy your purchase and look forward to seeing you again.  We apologize that you experienced discomfort while shopping with us and we are happy to make things right for you."

  Please issue a credit to ****'s credit card used for this purchase for a total credit amount of $87.95 

  [$84.00 (50% discount off $168.00)) and tax of (*****%) $3.95 for a total credit amount of:  $87.95]

   

  Please email me a copy of the receipt/credit via the BBB.

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

*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. ↩