Burkes Outlet

We have contacted the store and they recalled the incident and spoke with the associate who assisted the customer As the customer's statement said, the couple bought a coat on Monday, 12/The pair came back that evening to return the coat without the tagsInitially, the wife went to make the return with an associateThe associate let the woman know that, per our return policy, the item must include the original product packaging, tags, and labelsThe woman's husband then stepped inHe told the associate helping his wife that he cut the tags off and wore it for three hours while they were at Great America, a nearby amusement park around San Jose, and wanted to return it after wearing it.At this point, the associate called for support from the MODFrom what was explained to me, the man then changed his story, saying that he only wore it for half an hour at Great America and that the tags fell offWhen the MOD reiterated the return policy to the couple, the man then changed his story a third time and declared that he wanted to return the item because it was defectiveWhen the MOD asked him to identify the defect, he was unable to point one outThe coat in question was also noted be dirty and showed signs of wear by both the MOD, the original associate helping the pair, and two other ssociates who were also working at the registers that evening when the couple came in to make their returnAt this point, the customer wanted the number to customer serviceThe MOD gave him the number at the top of his receipt to call (1-877-486-4756)He called the number at around 7:52pmWhomever he spoke with support what our MOD told the customer, so the customer grabbed the coat back and left with his family.Our LP Agent was also able to pull up footage from this interaction, which we both reviewedThe couple came in with their two children at approximately 7:35pm, and the CW interaction lasted for almost half an hour, until 7:58pmDuring the interaction, the husband appeared to be very aggressive and demanding, gesturing wildly, pointing in the MODs face, and even leaning across the CW to get in her face multiple timesThe MOD stayed with the couple during the entire half an hour, doing her best to talk with the manShe looked very calm during the event and looked very sympathetic to the situation, but, because the husband admitted to wearing it to an amusement park for three hours that same day, changed his story three times in order to try and get his return, there were four witnesses who all saw wear and tear on the product he were trying to return, and a customer service agent told the customer the same information about the return policy over the phone, the MOD stood by the company return policy.I am contacting the customer to see if we can assist them as a courtesy even though they were requesting a refund that could not be processed

Complaint: [redacted] I am rejecting this response because: I read the response above from UNIQLOThis is a single-side statement that I can not agree especially the stories partIf UNIQLO want to know the truth, at least it should call a 3-way call conference instead of only looking at what their side providedThe camera showed video but not the whole fact especially what the store manager saidI have to say that I am very dissappointedMany places in the description are not objective which can not be convincingI am pretty sure I never wore the coat for hours, even though UNIQLO can understand and insist I wore it for hours Please show me UNIQLO's proofJUST let's say, this case is not a matter of half hour or hours or hours or hours, but the customer serviceMeanwhile, the store manager kept calm, but she did not helpWhat she did was to keep repeating the same point for tens of times "this coat can not be returned because the tag is missing"This way to serve customer made me upsetFurthermore, the explanation of dirt or dirty really made me word-lessLook at this issue in the straightforward way to avoid being distractedThe case is that one customer bought a coat at $79.99, and after around hours, came back to store to return, but got refused by UNIQLOReported to Revdex.com, but UNIQLO gave the responses without syncrhonization with the related partiesThe case is simple, the customer bought an item which they found out unsatisfied within hours, but UNIQLO did not grant the returnIt seems the tag is much more important As a ordinary customer, I was upset by UNIQLO at first, and now am deeply disappointed with UNIQLOThis is the way that UNIQLO serves customer and explain the issues Sincerely, Shu **

We have contacted the store and they recalled the incident and spoke with the associate who assisted the customer.  As the customer's statement said, the couple bought a coat on Monday, 12/26. The pair came back that evening to return the coat without the tags. Initially, the wife went to...

make the return with an associate. The associate let the woman know that, per our return policy, the item must include the original product packaging, tags, and labels. The woman's husband then stepped in. He told the associate helping his wife that he cut the tags off and wore it for three hours while they were at Great America, a nearby amusement park around San Jose, and wanted to return it after wearing it.At this point, the associate called for support from the MOD. From what was explained to me, the man then changed his story, saying that he only wore it for half an hour at Great America and that the tags fell off. When the MOD reiterated the return policy to the couple, the man then changed his story a third time and declared that he wanted to return the item because it was defective. When the MOD asked him to identify the defect, he was unable to point one out. The coat in question was also noted be dirty and showed signs of wear by both the MOD, the original associate helping the pair, and two other ssociates who were also working at the registers that evening when the couple came in to make their return. At this point, the customer wanted the number to customer service. The MOD gave him the number at the top of his receipt to call (1-877-486-4756). He called the number at around 7:52pm. Whomever he spoke with support what our MOD told the customer, so the customer grabbed the coat back and left with his family.Our LP Agent was also able to pull up footage from this interaction, which we both reviewed. The couple came in with their two children at approximately 7:35pm, and the CW interaction lasted for almost half an hour, until 7:58pm. During the interaction, the husband appeared to be very aggressive and demanding, gesturing wildly, pointing in the MODs face, and even leaning across the CW to get in her face multiple times. The MOD stayed with the couple during the entire half an hour, doing her best to talk with the man. She looked very calm during the event and looked very sympathetic to the situation, but, because the husband admitted to wearing it to an amusement park for three hours that same day, changed his story three times in order to try and get his return, there were four witnesses who all saw wear and tear on the product he were trying to return, and a customer service agent told the customer the same information about the return policy over the phone, the MOD stood by the company return policy.I am contacting the customer to see if we can assist them as a courtesy even though they were requesting a refund that could not be processed.

Complaint: [redacted]
I am rejecting this response because: I read the response above from UNIQLO. This is a single-side statement that I can not agree especially the 3 stories part. If UNIQLO want to know the truth, at least it should call a 3-way call conference instead of only looking at what their side provided. The camera showed video but not the whole fact especially what the store manager said. I have to say that I am very dissappointed. Many places in the description are not objective which can not be convincing. I am pretty sure I never wore the coat for 3 hours, even though UNIQLO can understand and insist I wore it for 3 hours.  Please show me UNIQLO's proof. JUST let's say, this case is not a matter of half hour or 1 hours or 2 hours or 3 hours, but the customer service. Meanwhile, the store manager kept calm, but she did not help. What she did was to keep repeating the same point for tens of times "this coat can not be returned because the tag is missing". This way to serve customer made me upset. Furthermore, the explanation of dirt or dirty really made me word-less. Look at this issue in the straightforward way to avoid being distracted. The case is that one customer bought a coat at $79.99, and after around 3 hours, came back to store to return, but got refused by UNIQLO. Reported to Revdex.com, but UNIQLO gave the responses without syncrhonization with the related parties. The case is simple, the customer bought an item which they found out unsatisfied within hours, but UNIQLO did not grant the return. It seems the tag is much more important.  As a ordinary customer, I was upset by UNIQLO at first, and now am deeply disappointed with UNIQLO. This is the way that UNIQLO serves customer and explain the issues.  
Sincerely,
Shu **