Designer Fragrances

Review: I purchased perfume on 11-08-13 for a total of $72.31, using a Mastercard. I found the same perfume at another retailer a few days later ($25 less) and purchased it.On 11-15-13, I went to the store to return the perfume and get a $72.31 refund to my credit card. I was told by employees the store had a 'no refund' policy. I explained I was not told of a 'no refund' policy at the time of purchase nor was the policy marked anywhere on the sales receipt or anywhere in the store. The manager on duty told me that I was correct, the policy was not marked on the receipt or anywhere in the store and she did not know why. The employees told me to leave the product and dispute the charge with my credit card company. I was not comfortable just leaving it without a return receipt. Employees then took the product back and issued me with a 'gift card' (store credit) receipt in the amount of $72.31, although I explained I was not interested in a store credit. They advised me to file a complaint/dispute with my credit card company and file a Revdex.com complaint and I would ultimately receive a refund since no one at the store had the 'authority' to give me a refund at that time. I advised that it seemed like a lot of trouble for everyone to go through these steps, but they told me they weren't authorized to provide me a refund. At this time, I would like a full refund to my mastercard for $72.31. thank you, [redacted]@hotmail.comDesired Settlement: full refund to my mastercard of $72.31.

Business

Response:

Good morning [redacted],

>

> In response to the customer communication received at your office on 11/30/13, 12:12:25 PM, I would like to begin by explaining that our “Exchange Only” policy is clearly posted at each register in our stores. (Attached is a PDF of the actual sign). In addition the policy is also clearly printed on the bottom of the customer receipt. I have attached a copies of the receipt for this customer’s transaction, and the exchange receipt. On 11/15/13 when the customer returned to our store, it happens that the person that handled the return was the Area Manager, [redacted], who oversees all stores in California. [redacted] has very high standards of customer service and would never risk dissatisfying a customer. At no time did the customer convey her dissatisfaction with the policy. She was issued a Merchandise Gift Card with no expiration date for the total of $72.31, upon returning the merchandise she purchased. This customer has received a merchandise credit, therefore we cannot also refund her credit card.

>

> Our Customer’s satisfaction is always our first priority, we feel that we handled this situation in a professional manner. We pride ourselves in our impeccable reputation and will always stride to make our customers happy. We would have hoped that this customer would have reached out to us at our corporate headquarters, to express her concern, so that we could have had an opportunity to speak with her before she took action in filing a complaint, and perhaps we could have reached an amiable agreement.

>

> Thank you for the opportunity to provide our version of events and hope that you have a very happy holiday season.

Project Manager / Executive Assistant

TFO, Inc. / Spritz Designer Fragrances

508 NE 190th Street

Miami, Fl. 33179

###-###-#### (direct line)

###-###-#### (office)

[redacted]@spritz.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I received the reply from you on behalf if your company in response to a Revdex.com complaint I had filed.

I was sadly disappointed in your response and my entire experience with your company.

To hear that your store manager, [redacted], expressed that there was no problem with my return transaction is a bold faced lie. I was in the store that day to return an item and get a refund for over 20 mins. When I was told by [redacted] and another employee that the store had a 'no refund' policy, we discussed the point at length as to why that policy was not posted in the store anywhere and why it was not marked on my receipts.

[redacted] told me she didn't know anything about the policy, just that they could only offer me a store credit and not a refund. She said 'the company is corporate so I'm sure they know what they're doing.' She told me she would give me a credit and advised me to contact my credit card co, while I was at the store, to dispute the charge. I stepped out of the store, did so,and returned several mins later. She then gave me a store credit card. She told me that since I was disputing the charge, I should just leave the store credit card at the store. She also refused to give me back my original receipt reflecting my purchase. I wasn't comfortable leaving the store without a credit to my card and without some type of credit, so I took the store credit card. She told me 'when you get the credit back on your credit card, you will have that money back and then you'll also have the store credit. ' (meaning I would have the $72.31 twice)

I told her I didn't think that made sense for the co and suggested she just refund the $72.31 to my credit card but she said she didn't have the authority to do that.

I asked if there was a corporate manager or anyone I could follow-up with after leaving the store to try to resolve my refund and she told me to call the Revdex.com.

I'm extremely disappointed that no one in your organization has been able to settle this refund issue with me and will be continuing the dispute process with my credit card. It would have been nice if your employee would have just issued me a refund instead if enforcing a 'secret' no refund policy. It seems like it would have been easier for everyone. It just seems like shady business practices to me. I guess your company really needed the $72.31 more than it needed ethics. I'll continue to spread the word about your shady, dishonest company as much as possible so as to warn other consumers.