Complaints

• Initial Complaint

  12/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 20, 2022, a sweater was purchased as a Christmas present. The sweater was packed in a bag at the boutique and was not handled or removed from the bag until it was tried on by the recipient and put back in the bag to be returned to the store for another style. When attempting to exchange for style, a sales associate noticed an opening in the neck seam. There was no break in the stitching, it was an unraveling of the stitches. It appears to be a defect in the sweater. At this point, the sales associate refused to accept the item for return because it was considered damaged. I was told that all employees are very careful in checking the merchandise when they are pack items in the bag. I cannot say when this unraveling occurred but I think it is reasonable to expect to be able to try on a sweater without it damaging it. Another sales associate told me to contact the manufacturer regarding the defect. I tried this and the manufacturer recommended going back to the store for a refund or replacement of the defective item. I don't understand why the store does not deal directly with the manufacturer since they are the ones who purchased the item from the manufacturer. This seems to be very poor customer service and disregard of a customers right to purchase items free from defects.

  Business response

  01/22/2023

  January 11, 2023 
  We received your email regarding the complaint from ******** ******. 
  Here are the facts from our point of view: 
  The sweater was purchased on the 20th of December. 
  At approximately 11:30 am on December 30th ******** came to our store to return the item. 
  Her first statement was that she didn't like the fit. Up to this point, she did not mention there was any damage. Therefore, we were happy to return or exchange it because she also told us it was a gift from her husband. 
  The sales person took it out of the bag to discover a substantial rip in the front of the neck area that could have occurred from any number of reasons but most likely jewelry. The tear was so obvious that we would never have let it leave the store in that condition. The sweater was clearly damaged. 
  We sold dozens of that exact sweater and never had one single return which indicates consistency and quality. 
  Free People is a well-known brand that stands behind its reputation and when ******** attempted to return it to the manufacturer, they also kicked it back to the retailer because they knew it was not defective. 
  To date, we have not had a single complaint about this sweater or any others like it. As a highly regarded retailer, we take great pride in pleasing our customers and often go above and beyond to make someone happy. In this case, it was clear the garment was damaged by the owner and not defective. Therefore, there was simply nothing we could do for her. 
  Thank you for your time and consideration. 
  Sincerely, 
  David W

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