ComplaintsforMadame Pirie's

• Initial Complaint

  06/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 27, 2022, I visited Madame Pirie's for a fitting. The fitter selected some bras for me to try on in the fitting room. I purchased 2 bras for a total of $141.44. The tags were removed from both items before I left the store by the cashier. I then wore both bras around the house for approximately 4 hours each. I was unhappy with both of them after this timeframe. It is impossible to truly assess fit and feel while standing in a dressing room for only a few minutes before making a purchase, so I chose to try them for a small amount of time at home to avoid sweating or any other situation that would damage them. On June 25, I brought both items back to the store. I was told that both items were damaged and could not be returned, despite the fact that I had met the conditions for return listed on the receipt. Due to the fit issues, both bras rubbed in various places. One rubbed the front of my shirt, so it developed some small pills from my shirt. The other rubbed under my arm and a small thread popped out in the area. Both were clean and otherwise in original condition. My complaint is based on the fact that the terms of return listed on the sales receipt does not say anything about condition or other qualifications for a return except for a requirement to return the items within 30 days and produce the original receipt, which I complied with.

  Business response

  07/02/2022

  As the customer noted in her complaint, both of the items were damaged that she attempted to return. We believe that it is common knowledge that damaged clothing is ineligible for return so we do not specifically put that on our receipts. We inspect every garment that we order upon delivery for any damage. If we find any it is at this point that we must return it to the manufacturer to receive credit for a future purchase. We are unable to return anything that has been damaged by a customer. We are also unable to resell anything that has damaged by a customer. We are a high end lingerie boutique. Our customers expect all of our items to be in mint condition. It is very unfortunate that this customer caused damage to the items and we are sorry they had such a bad experience. We really are. But we do not feel the damage to the items was something we caused or something we are responsible for. We do issue refunds and store credit for customers on a regular basis when the items they return are undamaged. I believe that is the policy of pretty much any store that sells clothing. No one will let you leave a store with an item you purchased in mint condition and return it damaged.

  Customer response

  07/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I understand that this is a high end boutique. But to have both products considered damaged (according to you) after only a few hours is not what I would expect of a high end product. What is someone to do when they are unsatisfied with the fit and not damaged in my eyes? It’s not like there are holes in the products or significant staining. There is a thread hanging out on one and a few dark pills from my shirt on the other. It should be your responsibility to return an item to your manufacturers that is “damaged” by your standards after such a short period of time and still within the return window you list on the receipt as your policy. I’m not asking or expecting you to resell the items but instead to focus on an unsatisfied customer who doesn’t agree with you that these items are “damaged”. I’ve never had a store refuse to help a customer when they are attempting to return a product in good faith. I would never make a claim with the Better Business Bureau if I actually agreed that both bras where damaged. As I’ve previously stated, if the bras are in an unreturnable condition after such a short amount of wear, that is something that should be taken up with the manufacturer and not make the customer suffer the consequences.  
  Regards,
  
  ******* *****
  
  
  
  
  

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