Brooks Shoe Store

Good Moring [redacted] Thank You for bringing this to our attentionWe have been in business years and strive to make customer service our goalI am Amanda the store Manager and have spoke with [redacted] Klein the owner and he said I should reply with what actually happenedSorry you have to deal with this 1- [redacted] came into the store and first said she wanted a price adjustment on the shoes she had bought the previous weekI told her we do not do price adjustmentsThen the customer wanted to return the shoes [redacted] was shown the Return/Exchange/Defective policy on her receipt she brought in with the shoes [redacted] was told we could not return these because there was visible wear on the shoes [redacted] said she had only worn them 4-times to workI said I was sorry but I could not return them [redacted] then asked why shoes would fit differently since she has had the same shoe twice beforeI replied it could be different cut of leather, loss or gain in weight I asked what exactly the problem was with the shoes [redacted] replied length was fine but the width was snugI said we could stretch the shoes at no charge [redacted] said the stretching would be fine and we filled out the tag to do so [redacted] did follow this up saying if she had bought these at fleet farm or kohl's she could have returned themI again said sorry, we are not fleet farm or kohl'sThere was another employee in the store was this was going on 1-Paul came into the store with a very rude, brash attitudeSaying his wife came in the night before, did not wear the shoes and they should be returnedI told him of the whole conversation with his wife the night before and he told me I was lying and the customer is right and again the shoes should be returned(In the past Paul has been a problem customer and returned several items, we did a couple years ago change our return, exchange/ defective policy so this issues did not happen) I explained while he was still going off that the shoes were on the stretchers and his wife said this would be fineHe left very rudely, there was customers in the store while this was going on and both commented on how rude he was after he left and said how he treated me was uncalled for This is how things actually transpiredI was very upset by this and that they left out the other half of the story and picked what bits and pieces they wanted to shareI strive to stay calm, keep a smile on my face, and help the customer as much as I can to a certain point allowedI followed our procedures and our return policy Thanks for you Time [redacted] (Store Manger)

The consumer came in today and picked up the shoes we did put them on the stretcher and she was very happyWe have addressed the complaint and have resolved it with the consumer

Revdex.com:
This is not the way it went down, I did get upset because of the way she lied to us on what happenedI did talk to other people in town and they said the same about herAll my wife asked was for a store credit on the shoes that did not fitThis a small town shop who I have dealt with in the past and returned shoes to *** no questions askedThere was nothing wrong with the shoeIt is a shame a store manager has to run a shop lie this when the owner is gone
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
This is not what happened at all. [redacted] wet in got the shoes from her. The gal did not offer to have her try them on. [redacted] said the gal was rude to her. At no time did she ask [redacted] how they were.  Needless to say the shoes are still tight. I just wish a small town place was decent once. I guess that is why we buy our stuff on shoe buy now. My wife sad all she did was look at her and told her to wait.  At no time did my wife say she was happy. I wish she would stop the lying to us and you and admit she was rude and showed poor customer service. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Good Moring [redacted]
Thank You for bringing this to our attention. We have been in business 13 years and strive to make customer service our goal. I am Amanda the store Manager and have spoke with [redacted] Klein the owner and he said I should reply with what actually happened. Sorry you have to deal with...

this.
1-7 [redacted] came into the store and first said she wanted a price adjustment on the shoes she had bought the previous week. I told her we do not do price adjustments. Then the customer wanted to return the shoes. [redacted] was shown the Return/Exchange/Defective policy on her receipt she brought in with the shoes. [redacted] was told we could not return these because there was visible wear on the shoes. [redacted] said she had only worn them 4-5 times to work. I said I was sorry but I could not return them. [redacted] then asked why shoes would fit differently since she has had the same shoe twice before. I replied it could be different cut of leather, loss or gain in weight.  I asked what exactly the problem was with the shoes. [redacted] replied length was fine but the width was snug. I said we could stretch the shoes at no charge. [redacted] said the stretching would be fine and we filled out the tag to do so. [redacted] did follow this up saying if she had bought these at fleet farm or kohl's she could have returned them. I again said sorry, we are not fleet farm or kohl's. There was another employee in the store was this was going on.
1-8 Paul came into the store with a very rude, brash attitude. Saying his wife came in the night before, did not wear the shoes and they should be returned. I told him of the whole conversation with his wife the night before and he told me I was lying and the customer is right and again the shoes should be returned. (In the past Paul has been a problem customer and returned  several  items, we did a couple years ago change our return, exchange/ defective policy so this issues did not happen)  I explained while he was still going off that the shoes were on the stretchers and his wife said this would be fine. He left very rudely, there was 2 customers in the store while this was going on and both commented on how rude he was after he left and said how he treated me was uncalled for.
This is how things actually transpired. I was very upset by this and that they left out the other half of the story and picked what bits and pieces they wanted to share. I strive to stay calm, keep a smile on my face, and help the customer as much as I can to a certain point allowed. I followed our procedures and our return policy.
 
Thanks for you Time
[redacted] (Store Manger)

Review: my wife purchased a pair of womans merrel shoes here on12-31-15. she returned them to the store on 1-07-16.

they were returned because they did not fit and they hurt her feet. the gal who is the store manager told her they could not be returned. the problem we have is we have returned items here before and were issued a store credit. my wife asked about this and the gal said because she had worn them even a few times that all she could do was try to stretch them. My wife upon asking for a credit was told very rudely this is not a fleet farm, she also asked her if she was gaining weight. this is not good customer relation even in a small store. I returned the next day to have the same clerk accuse me and my wife of lying to what my wife said. she was very rude to me and said to bad policy is policy. I have shopped and spent allot of money here in the past and returned items and never had a problem. I asked to speak to the owner [redacted] and was told you can not he is gone till June, so it is my way. I just feel this is not good practice on her part. my wife was not asking for her money back,just a credit to get something that fit, like has happened in the past. just poor customer service. I did walk out very upset over the situation as she did not seem to care.

also the shoes she was returning were in excellent conditionDesired Settlement: all we wanted was a store credit of 80 dollars that she paid for the shoes.

Business

Response:

Good Moring [redacted]

Thank You for bringing this to our attention. We have been in business 13 years and strive to make customer service our goal. I am Amanda the store Manager and have spoke with [redacted] Klein the owner and he said I should reply with what actually happened. Sorry you have to deal with this.

1-7 [redacted] came into the store and first said she wanted a price adjustment on the shoes she had bought the previous week. I told her we do not do price adjustments. Then the customer wanted to return the shoes. [redacted] was shown the Return/Exchange/Defective policy on her receipt she brought in with the shoes. [redacted] was told we could not return these because there was visible wear on the shoes. [redacted] said she had only worn them 4-5 times to work. I said I was sorry but I could not return them. [redacted] then asked why shoes would fit differently since she has had the same shoe twice before. I replied it could be different cut of leather, loss or gain in weight. I asked what exactly the problem was with the shoes. [redacted] replied length was fine but the width was snug. I said we could stretch the shoes at no charge. [redacted] said the stretching would be fine and we filled out the tag to do so. [redacted] did follow this up saying if she had bought these at fleet farm or kohl's she could have returned them. I again said sorry, we are not fleet farm or kohl's. There was another employee in the store was this was going on.

1-8 Paul came into the store with a very rude, brash attitude. Saying his wife came in the night before, did not wear the shoes and they should be returned. I told him of the whole conversation with his wife the night before and he told me I was lying and the customer is right and again the shoes should be returned. (In the past Paul has been a problem customer and returned several items, we did a couple years ago change our return, exchange/ defective policy so this issues did not happen) I explained while he was still going off that the shoes were on the stretchers and his wife said this would be fine. He left very rudely, there was 2 customers in the store while this was going on and both commented on how rude he was after he left and said how he treated me was uncalled for.

This is how things actually transpired. I was very upset by this and that they left out the other half of the story and picked what bits and pieces they wanted to share. I strive to stay calm, keep a smile on my face, and help the customer as much as I can to a certain point allowed. I followed our procedures and our return policy.

Thanks for you Time

[redacted] (Store Manger)

Consumer

Response: