Complaints

• Initial Complaint

  09/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I returned an item I had purchased on 9/14/2023 the next day. I then learned that my choices were exchange or credit. Because there was a sign taped to the counter to that effect, I had to respect that policy. However, they also would not return the tax amount I had paid for the item. Seriously, is that even legal? I doubt that money will be paid to the state for a no sale transaction and think that money will go into their pocket. It just seems wrong. I will be paying tax on any other item I use my credit to purchase.

  Business response

  09/18/2023

  Customer has a refund amount per the slip my employee made out of *****. (The remaining balance after a partial credit usage)  My employee is not in today but we did talk about this transaction after said customer had left. ****** came to me and asked if she had done this credit processing correctly as she has not done many returns at all. We went thru it and she had not, so we did it together. Her slip for credit with us was updated but there was not a phone number to contact her and give her this info. ****** was very frustrated as she stated she felt that said customer was very brash with her and negative on store policy. I did witness this and at one point, and had intervened as well. Our return policy information is posted right on our counter where they purchase their items.  I will attach a copy of the credit slip that is in files. 

  We always return sales tax on credits and end up never allocating for that in our accounting.  Our sales tax is always calculated on sales and never takes into consideration any returns. Please feel free to give me a call if you have any other questions. 

  Customer response

  09/18/2023

  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.
  
  [Attached is the original credit slip.  I accept the corrected document.  The owner listened to the whole conversation and only spoke into it in response to my inquiry about the expiration of the credit .  If I was brash, I apologize.  ****** was kind and respectful.  Her training to do this transaction was insufficient.  Please type your response here.]
  
  Regards,
  
  *********************

  Business response

  09/19/2023

  As an owner, I have the utmost confidence that my staff is more than able to handle these situations. I do not like to undermine/embarrass them when they are helping customers (as sometimes they do feel that) and that is what it would have been had I interjected before I had. ****** was doing a wonderful job despite the fact that she was clearly getting flustered and frustrated. It seemed once I did step in and say when the credit would expire and you asked if I was the owner and replied with ******, did the questioning to her stop. After I stated what the expiration was and went back to work, I did not hear that comment. 

  As far as lack of training, Shaina is still fairly new and most of the time an item is returned is for an exchange or their credit is used right away. Thus not having to write slips at all.

  Perhaps I should have stepped in being this is the outcome of such a minor issue that could have also been solved had you asked to speak with the owner or called after the fact. I can't hear much when I am in the back with the music on and working. I could see that she was frustrated and did start listening and interjected to a question that is usually not asked. ****** did state she was frustrated and that she forgot to get certain information and in turn got nervous. I don't feel that me stepping in  at the point would embarrass her, it would in fact help deescalate what she was feeling at that time. We will have your credit of $19 on file at the store for you to use when you return.  I'm sorry if our policy's do not seem fair, we are a small business and we've had to put these in place to protect us.  

*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. ↩