DeWayne's Reviews (%countItem)
DeWayne's Rating
Address: 1575 Industrial Park Dr, Selma, North Carolina, United States, 27576-3435
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I purchased a *** bag for $1495.00 and was not happy with the item. The refund policy says there is refund available with 14 days with tags and receipt which I have. My husband called to find out to start the refund process and was denied. Now we have been trying to contact someone to find out why he was refused a refund even though it was with in the policy written on the website and the receipt. He was offered store credit only. We abided by the policy and was refused. Now we are past the 14 days limit and they refuse to work with us. We tried to do things according to policy and can't figure out why we were told no. We live 9 hours away and the bag was a gift for Christmas. It was never used or taken out of the bag it came in. There was no reason that we were denied a refund initially. Now we can't get our money back. This was quite a large amount of money spent at this store for them to treat us with such disrespect. We did everything according to policy.
Product_Or_Service: *** bag
Refund We just want to return the item and get our money back. Not store credit.
Contact Name and Title:***, owner
Contact Phone: ***
Contact Email: ***.com
1/22/2020
Re: Case # ***: ***
We first heard from Mrs. on 1/13/20. She spoke with my Retail Sales Manager, ***, asking to return a vintage *** bag that was purchased on 12/22/19. He informed her of our return policy (14 days for refund, 30 days for exchange or store credit). She was not having any part of it...she insisted on a refund since she was out of state. He came to me to verify, and I told him that we had to stick to policy. (Note: The distributor of this bag, "***" sells to the public in stores and online and their policy is MUCH stricter than ours...in their stores, all sales are FINAL and online purchases only allow 3 days for the customer to decide if they are keeping the bag. The customer has to let them know within 3 days and the bag has to be back in their possession within 7 days) *** called the customer back and told her that we would allow a store credit (never expires) or exchange within the 30 day period. Again, the customer didn't like that. She left me a voice mail stating *** had been rude to her. But he was not rude...he was actually very professional and compassionate when telling her our policy...she just didn't like what he was saying. She also stated on the voice mail that she had called *** and they would be calling us. We do not purchase from ***. These are vintage bags purchased from "***" the same distributor that many boutiques,***, *** etc. purchases from. New *** is only sold in their company owned stores, along with a few very high end retailers such as ***, ***, ***, etc..
The following day (1/14/20), the customer called back and spoke with Lisa, our Customer Service Manager. She gave her the same spill and insisted on speaking with the owner. I was not in the office that day so she assured her I would return her call the following day.
On 1/15/20, I was up at the customer service counter helping and answered the phone. It was ***. I had a very pleasant, professional conversation with her, and she was not out of the way with me at all. I explained our policy and how it was much more lenient than the actual distributor that we purchase from! She then told me that they had been trying to return this bag since 1/3/20 and were told they couldn't. This was news to me because she NEVER mentioned this to *** or Lisa. She told me her husband called on 1/3/20 and was told he could not return the bag for a refund. I'm not sure who would have told her this, because our policy clearly states she can. She stated she had already contacted her cellular provider for proof of the phone call. On 1/16/20, she emailed the phone records to me, so I decided to give her the benefit of the doubt and told her to mail me the bag back ASAP. I informed her my buyer would have to inspect the bag to make sure it was in resalable condition with all attached tags, authenticity card and the LV duster bag. I have yet to receive the bag but expect to see it any day. If the bag is approved by my buyer for return, I will be issuing her a full refund for the bag. I find it odd that 2 days after I told her to return the bag, she files a complaint with the Revdex.com. We had a resolution on 1/16/20! (as long as the bag is returned as purchased -- resaleable condition with tags attached, authenticity cards and duster bag)
If you have nay further questions, please feel free to contact me at *** ext.*** or email at ***.com.
Sincerely,
***
owner