Complaint Involves:Refund OrExchange Issues First off we would like tostart off by saying that our customers are the life blood of Cutting EdgeClothingWe have strived since our opening in Novto have the bestselection and customer service in our industry and in our local marketWe
havehad a lot of amazing and loyal customers over the years that have enjoyed andsupported our ideals and the businessWe have gone almost years without anycomplaints and we pride ourselves on going that extra mile for all ourcustomersWe want to make sure and respond properly to the customers complaintin a fashion that addresses all their statements and concerns so hopefully wecan satisfy them and gain back their business and keep our standings with the Revdex.comprofoundThe customers statements/questions/concerns are in bold text and ourresponse is belowCustomer’sStatement of the Problem:The day before mothers I went to Cutting EdgeClothing and purchased a pair of Rock Revival jeans for my wife for mothersday.Response: We are happy to have the businessand are glad to support mother’s day shoppers with our great productWe sell alot of denim during this holiday and are excited to see so many happy mother’s receivejust the item they want on this special dayI paid $cash for the jeans.Response: On 5/the jeans mentioned were purchased using a Visa card and not withcash, as this statement claims, according to our recordsThe purchase priceplus tax ended up being $ The clerk told me as long as I had my receipt I could return the jeans for cash (mymoney back) or exchange for a different pairResponse: We find this claim very outlandish due to the fact we had a veteran employeeworking with day who is very well versed in our return policy, which has alwaysbeen the same, and states no cash backWe have this posted on our frontregister so customers have a chance to see and read, and question if need be,the policy before making a purchaseWe also print the policy at the bottom ofevery receipt so there is no confusion laterWe feel this is the best and mosthonest way of educating our customers Consideringthis customer had already had an experience with our return policy, asmentioned in a statement below, it is hard to believe that they misunderstood whatour policy was and how it worksAs for telling a customer we will exchange thejeans this probably did happen since we encourage our employees who know theconsumer is buying a gift to explain to customers they can get a store creditor exchange the jeans if the person they are giving the gift to needs adifferent size or does not care for the item that was gifted to themI haveput our exact wording of our policy below for referenceReturn Policy (as posted on our front counter and printed on our receipt)- No Cash Back - days:No returns will be accepted.- No returns onclearance merchandise (50% or more off.) The very next day my wife went back to CuttingEdge Clothing with the jeans and receipt and they refused to give us our moneybackResponse: We are glad the customer came in the next day to address the problem ofthe jeans being the wrong size but this is still after the purchase and doesnot change the policyOur employees have to refuse cash back as this isagainst our policy and would end up in termination for the employeeWe havetrained our employees to never just say “that’s our policy”, but rather thatthey cannot give cash back and then offer the exchange or store credit to caterto the customers’ needsRarely will the customer become frustrated and then weauthorize our employees to offer a discount on a future purchase to make surewe have done everything we can to make our customer feel happy and taken careofIn this instance the customer was very upset, according to our employee,and made threats to our business’ reputation and left before we had a chance tooffer a future discountThey said the only thing we could do is exchangethe pants for a different styleResponse: This is a typical response to let the consumer know what we can do forthem and hopefully find another item that will make them happy with theirpurchaseThat would of been fine if they had the size andstyle my wife wanted but they didn'tResponse: This is not very likely considering we have many different style andsizes and this particular customer had already found and purchased at leastthree pairs of denim from us in the pastThis is possible however being rightafter Mother’s Day our selection could have been dwindled a bit and we mighthave been waiting for another shipmentIf the customer had taken a store credit,which never expires, they would be more than welcome to come back and purchasea future style that was more to their likingWe even offer a service were wecall our customers when we get certain shipments and can even put their size onhold so they are informed of when we have new product and do not miss out on theirsizeThis store has a very small selection of RockRevival jeansResponse: This is strictly a matter of opinion and we respect our customer’sfeedbackHaving said that, this is not a common statement made by ourcustomersWe have grown our selection and sizing by double over the last 2years and are the only retailer carrying this brand within a mile radius inany directionSo now we have a pair of $jeans that my wifecan't wear and Cutting Edge Clothing that will not give us our money backResponse: We are empathetic to this problem and wish the customer would havechosen the exchange or store credit so they could have purchased an item thatwas useful and functional for themThis is still a great option and we hopethey take us up on this so they are not and don’t feel stuck with somethingthey cannot useAlso to reiterate, as stated by our policy on your receipt andposted by our counter, we do not give cash back on any purchases Not only did the clerk lie about being able toreturn the jeans for cash as long as we had our receipt the clerk was rude whenwe asked for our money backResponse: Unfortunately our track record has not shown that we lie or are rude toour customersAlso our success over the last years has been a testament to ourinteractions with our customersThis statement is crucial feedback that weappreciate but is baseless and lacks any form of credible evidence and is allmatter of opinion This is not the first issue I have had withCutting Edge ClothingResponse: As we are very sorry to hear this and would never like to have issueswith our customer, we would like to express our appreciation for giving usanother chance and making another purchase from us, even after an “issue.” Last Christmas two pairs of Rock Revival jeanswere purchased by me and my wife wanted to exchange them but the receipt hadbeen lost so they wouldn't let her exchange them for even a different pair andwe were out $320.Response: Christmas is always a chaotic time and we sympathies with losing a receipt.This is why we always post and print our policy so everyone has a fair chanceof making sure they hold onto whatever they need to and are able to takeadvantage of our return policy in a way that is satisfying to our customersThisstatement is a bit conflicting though as your original complaint is about beingconfused about our return policy and surprised we don’t give cash backOurreturn policy has always been the same and this seems like you are familiarwith how it works since you had this experience during last ChristmasThismakes it very difficult to believe there should have been any surprise to howour policy works I willnever do business at Cutting Edge Clothing again and I will tell every friend Ihave not to do business with them.Response: We find this statement to be the most concerningWe would love to keepyour business and maintain our solid reputation throughout the communityWeunderstand you have the right to shop anywhere and we are glad to have had youand hopefully gain you back someday with our great selection and customerserviceAs for slandering us throughout the community that is a very seriousoffense legally that if our business is affected we have the right to exercisecertain legal rights to re-coup any lost revenue based on how the slanderingmay or may not affect our businessIf you have any questions on this subjectyou are more than welcome to visit http://www.nolo.com/legal-encyclopedia/defamation-law-made-simple-29718.htmlfor more informationComplaint Background:Product/Service: RockRevival JeansPurchase Date: 5/9/2015Problem Occurred: 5/10/2015Model: sizeBoot CutNameof Salesperson: Purchase Price: $160.00Disputed Amount: $160.00 DesiredSettlement: I wouldlike full refund for the one pair of Rock Revivals that I have a receipt for.They can keep the money I paid for the two pairs I don't have a receipt for asthey will need this money for all the business they will lose Hopefully this responsetouches on all your concernsWe welcome you to bring the jeans back in and wecan offer you a store credit or exchange as our policy allowsAlso we wouldlove to earn your business back with a 25% off coupon for your next purchase fromus, should you allow us to gain your business back
Complaint Involves:Refund OrExchange Issues First off we would like tostart off by saying that our customers are the life blood of Cutting EdgeClothingWe have strived since our opening in Novto have the bestselection and customer service in our industry and in our local marketWe
havehad a lot of amazing and loyal customers over the years that have enjoyed andsupported our ideals and the businessWe have gone almost years without anycomplaints and we pride ourselves on going that extra mile for all ourcustomersWe want to make sure and respond properly to the customers complaintin a fashion that addresses all their statements and concerns so hopefully wecan satisfy them and gain back their business and keep our standings with the Revdex.comprofoundThe customers statements/questions/concerns are in bold text and ourresponse is belowCustomer’sStatement of the Problem:The day before mothers I went to Cutting EdgeClothing and purchased a pair of Rock Revival jeans for my wife for mothersday.Response: We are happy to have the businessand are glad to support mother’s day shoppers with our great productWe sell alot of denim during this holiday and are excited to see so many happy mother’s receivejust the item they want on this special dayI paid $cash for the jeans.Response: On 5/the jeans mentioned were purchased using a Visa card and not withcash, as this statement claims, according to our recordsThe purchase priceplus tax ended up being $ The clerk told me as long as I had my receipt I could return the jeans for cash (mymoney back) or exchange for a different pairResponse: We find this claim very outlandish due to the fact we had a veteran employeeworking with day who is very well versed in our return policy, which has alwaysbeen the same, and states no cash backWe have this posted on our frontregister so customers have a chance to see and read, and question if need be,the policy before making a purchaseWe also print the policy at the bottom ofevery receipt so there is no confusion laterWe feel this is the best and mosthonest way of educating our customers Consideringthis customer had already had an experience with our return policy, asmentioned in a statement below, it is hard to believe that they misunderstood whatour policy was and how it worksAs for telling a customer we will exchange thejeans this probably did happen since we encourage our employees who know theconsumer is buying a gift to explain to customers they can get a store creditor exchange the jeans if the person they are giving the gift to needs adifferent size or does not care for the item that was gifted to themI haveput our exact wording of our policy below for referenceReturn Policy (as posted on our front counter and printed on our receipt)- No Cash Back - days:No returns will be accepted.- No returns onclearance merchandise (50% or more off.) The very next day my wife went back to CuttingEdge Clothing with the jeans and receipt and they refused to give us our moneybackResponse: We are glad the customer came in the next day to address the problem ofthe jeans being the wrong size but this is still after the purchase and doesnot change the policyOur employees have to refuse cash back as this isagainst our policy and would end up in termination for the employeeWe havetrained our employees to never just say “that’s our policy”, but rather thatthey cannot give cash back and then offer the exchange or store credit to caterto the customers’ needsRarely will the customer become frustrated and then weauthorize our employees to offer a discount on a future purchase to make surewe have done everything we can to make our customer feel happy and taken careofIn this instance the customer was very upset, according to our employee,and made threats to our business’ reputation and left before we had a chance tooffer a future discountThey said the only thing we could do is exchangethe pants for a different styleResponse: This is a typical response to let the consumer know what we can do forthem and hopefully find another item that will make them happy with theirpurchaseThat would of been fine if they had the size andstyle my wife wanted but they didn'tResponse: This is not very likely considering we have many different style andsizes and this particular customer had already found and purchased at leastthree pairs of denim from us in the pastThis is possible however being rightafter Mother’s Day our selection could have been dwindled a bit and we mighthave been waiting for another shipmentIf the customer had taken a store credit,which never expires, they would be more than welcome to come back and purchasea future style that was more to their likingWe even offer a service were wecall our customers when we get certain shipments and can even put their size onhold so they are informed of when we have new product and do not miss out on theirsizeThis store has a very small selection of RockRevival jeansResponse: This is strictly a matter of opinion and we respect our customer’sfeedbackHaving said that, this is not a common statement made by ourcustomersWe have grown our selection and sizing by double over the last 2years and are the only retailer carrying this brand within a mile radius inany directionSo now we have a pair of $jeans that my wifecan't wear and Cutting Edge Clothing that will not give us our money backResponse: We are empathetic to this problem and wish the customer would havechosen the exchange or store credit so they could have purchased an item thatwas useful and functional for themThis is still a great option and we hopethey take us up on this so they are not and don’t feel stuck with somethingthey cannot useAlso to reiterate, as stated by our policy on your receipt andposted by our counter, we do not give cash back on any purchases Not only did the clerk lie about being able toreturn the jeans for cash as long as we had our receipt the clerk was rude whenwe asked for our money backResponse: Unfortunately our track record has not shown that we lie or are rude toour customersAlso our success over the last years has been a testament to ourinteractions with our customersThis statement is crucial feedback that weappreciate but is baseless and lacks any form of credible evidence and is allmatter of opinion This is not the first issue I have had withCutting Edge ClothingResponse: As we are very sorry to hear this and would never like to have issueswith our customer, we would like to express our appreciation for giving usanother chance and making another purchase from us, even after an “issue.” Last Christmas two pairs of Rock Revival jeanswere purchased by me and my wife wanted to exchange them but the receipt hadbeen lost so they wouldn't let her exchange them for even a different pair andwe were out $320.Response: Christmas is always a chaotic time and we sympathies with losing a receipt.This is why we always post and print our policy so everyone has a fair chanceof making sure they hold onto whatever they need to and are able to takeadvantage of our return policy in a way that is satisfying to our customersThisstatement is a bit conflicting though as your original complaint is about beingconfused about our return policy and surprised we don’t give cash backOurreturn policy has always been the same and this seems like you are familiarwith how it works since you had this experience during last ChristmasThismakes it very difficult to believe there should have been any surprise to howour policy works I willnever do business at Cutting Edge Clothing again and I will tell every friend Ihave not to do business with them.Response: We find this statement to be the most concerningWe would love to keepyour business and maintain our solid reputation throughout the communityWeunderstand you have the right to shop anywhere and we are glad to have had youand hopefully gain you back someday with our great selection and customerserviceAs for slandering us throughout the community that is a very seriousoffense legally that if our business is affected we have the right to exercisecertain legal rights to re-coup any lost revenue based on how the slanderingmay or may not affect our businessIf you have any questions on this subjectyou are more than welcome to visit http://www.nolo.com/legal-encyclopedia/defamation-law-made-simple-29718.htmlfor more informationComplaint Background:Product/Service: RockRevival JeansPurchase Date: 5/9/2015Problem Occurred: 5/10/2015Model: sizeBoot CutNameof Salesperson: Purchase Price: $160.00Disputed Amount: $160.00 DesiredSettlement: I wouldlike full refund for the one pair of Rock Revivals that I have a receipt for.They can keep the money I paid for the two pairs I don't have a receipt for asthey will need this money for all the business they will lose Hopefully this responsetouches on all your concernsWe welcome you to bring the jeans back in and wecan offer you a store credit or exchange as our policy allowsAlso we wouldlove to earn your business back with a 25% off coupon for your next purchase fromus, should you allow us to gain your business back