ComplaintsforSoodee

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband bought a necklace for my birthday at Soodee on ****************** on Aug. 9. When he buys me a gift, he knows it must returnable, as I am particular about jewelry. (We've been married for 26 years, and I've returned or exchanged many gifts, including the engagement ring he selected.) The clerk told him about the 7-day return policy. He replied that he couldn't buy the necklace after all, because my birthday is Aug. 21 twelve days later, and that we'd also be in *****, returning a few days later. She assured him the policy was flexible and the necklace could, in fact, be returned for store credit after we returned. Otherwise he would not have purchased it, given his knowledge of the store policy and also of me! He paid $178. When I opened it, the tag was still on the back. It says $168. I wanted to exchange it so, after we returned home, on August 24, I went to the **********. store. The clerk said she had to check with the owner first. We were later told it was too late, that the 7-day return window had passed. But my husband would definitely not have purchased it if he hadn't been assured that that period was flexible. I believe he was a victim of two deceptive sales practices: he was overcharged, and was deliberately misled about the return policy. See Mass. Law (940 CMR ****, 1.(f) Correct Pricing. It is also a violation of Mass. law to misrepresent return policies. See 940 CMR ****, ********** A salesperson cannot misrepresent the store's return policy in order to convince you to buy an item or fail to honor it should you wish to return it during the disclosed return period. That's exactly what happened here. We tried to talk to the store owner, and raced on foot to both stores that night because her clerks said she'd be first at one, then at the other, but we never saw her. I left my info and asked her to contact me. She hasn't responded. We hope to resolve this by exchanging the necklace for store credit, as my husband was promised.

  Business response

  08/31/2023

  Dear Best Business Bureau,
  
  I hope this message finds you well, Id like to address ************************* recent visit to our ******* location on August 24th.
  As a small business that has been serving the community for over 18 years, we are committed to creating a positive and mutually beneficial relationship with our valued customers. Which is why we have implemented a return policy that is clearly stated at our store's front register and is also detailed on every printed receipt. I do not have any employees that would breach the policy without permission.
  On the day of ******************* visit I was engrossed in handling the aftermath of a recent break-in at our ******* st. location, which required my immediate attention. I was running around to find the right dead lock and have the broken glass fixed. In the meanwhile, ***************** came to do an exchange at my ******* st. location. Unfortunately, the item she wished to return falls too many days outside of our return window so we were not able to comply. Due to these pressing circumstances, I was unable to contact her immediately.
  As soon as I ensured the safety of our *****************. store I returned to our ******* location was going to call her but I was taken aback to learn that the situation with ***************** has escalated during their visit to our ************* once we exercised our store policy. ***************** voiced to my employee her position as a chamber of commerce member to intimidate and take us to court and questioned my employees integrity. She also claimed to tell people not to shop at my store. I was saddened to hear her response in result of us respecting our store policy. At that time, I didnt feel we would be able to come to a resolution with just a phone call.
  In addition, there also seems to be a pricing discrepancy with the necklace. We take this matter seriously, and I want to clarify that it was never our intention to provide incorrect pricing information. The pricing of our necklaces is indicated on the back of their chains for transparency. During the purchase, my employee verified the price with me through message in front of ******************* husband because the 178 price sticker wasnt too clear, and I dont know why but I understand that the presence of an additional 168 sticker on the pendant has raised concerns. To rectify this, I would like to offer a reimbursement of the $10 difference.
  We have carefully crafted this policy due to an increasing trend of items being returned after being worn, as this trend has impacted us financially. We would appreciate your understanding of the complexities we face as a small business. Your support is pivotal in helping us maintain the integrity of our store and the services we provide.
  
  Sincerely,
  
  Soodee Boutique

  Customer response

  09/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Lauren

   

   

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