G.H. Bass &

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

To whom it may concern,
This past month of December I took my family on a road trip from Miami, Fl to Pigeon Forge, TN. I had previously visited the Bass Store Outlet here at the Florida Keys and now I visited again the Bass Store Outlet at Pigeon Forge. My experience is the following: These stores (As well as other locations in between) are using "EXTREMELY" misleading advertising inside their stores. They will mark most items at 70% to 80% markdowns and claim that the Item retail values are X value. These values are "HIGHLY INFLATED". Example: The store will put a Penny Loafer at a retail price of $250 with a "DISCOUNT" of 70% and you Mr. customer pay $75
This practice I find to be to the point of INSULTING to a customer. You can go onto the internet and other regular stores in the mall and find Bass Shoes and products from $10 to $150 any day. This Company should be on a CUSTOMER BEWARE list.
Thank you,
[redacted] Miami, Fl.

Revdex.com
Response of [redacted] Complaint – 5/**/14
This is in response to Complaint #[redacted] by [redacted].
[redacted] came in to exchange product he bought earlier in the week at the Bass store at [redacted] on [redacted]...

**.  [redacted] was purchasing multiple pairs of shoes and had a merchandise return card which he thought was for $80 when in fact it was only for $60.  After hearing this he wanted to put one pair of shoes back.  However, the store had already completed his transaction using his merchandise return card.  
[redacted] wished to refund a pair of shoes that he no longer wanted and asked that the credit be put back on the merchandise return card.  the Store [redacted] had difficulty putting the credit back on the merchandise return card and offered [redacted] alternative resolutions, offering to give him cash back on his return or, if the money wasn't credited immediately to his card, she would mail him the merchandise after the credit went through. 
It was at this point that [redacted] became loud and seemingly angry. The Store [redacted] continued to attempt to explain to [redacted] what his options were on completing his transaction as the POS system was experiencing a technical issue at the time.  [redacted] refused all options and only wanted his return credited to his merchandise return card. 
 
[redacted] continued to be very loud and gave the appearance that he thought the whole thing was funny.  [redacted] disrupted Bass’ business with other customers.  The store associates working at the time and customers were uneasy about how [redacted] was acting and fearful of what he would do next.  The Store [redacted] proceeded to call the police, fearful of the safety of her customers and staff.  After the police arrived, [redacted] continued to be loud and rude and only wanted his
merchandise credit. 
It is unfortunate that the transaction didn't go as smoothly as we wanted.  Our Store [redacted] made various attempts to reconcile [redacted]’s concerns and offered [redacted] options to complete the transaction, but he turned them down. 
The safety of our employees and customers is of the utmost importance to AM Retail Group.  Our store [redacted]s are instructed to call the police if they are feeling threatened.  Because [redacted] was loud and our staff and customers felt threatened by him, the Store [redacted] was following protocol.  
Based on his actions, AM Retail Group made the decision to ask [redacted] to refrain from shopping at our stores.  This continues to be the position AM Retail Group holds as our employees and customers should never feel unsafe in our stores.  [redacted] continues to be welcome to shop online if he chooses. 
 [redacted]This
is confusing to me.  what merchandise was
she going to mail him?

Revdex.com:At this time, I have not been contacted by G.H. Bass & Co. regarding complaint ID [redacted].Sincerely,[redacted]

This customer was refunded $20.57 to his original form of payment on 5/*/17, as well as received a $50 gift certificate on 4/**/15 to use on a future purchase. [redacted] was very understanding and thankful for resolution. Thanks

Bass lost several customers today...They refused to replace a pocketbook I had purchased and only used for 2 or 3 weeks . I did not have a receipt and do understand policy, but the pocketbook was defective; the ring around the leather strap fell off which caused the leather to tear. The manager said he would not replace it , but would offer a 25% discount on a new one. I had driven 35 minutes to the store to replace it after speaking to someone in another location (far from me) who said , "Bass always stands behind their products." I was so upset today and will never ever shop Bass again.
What the manager did not know was that 2 years ago, I took shoes back without a receipt . They replaced the shoes (click in heel) without question...

Bass lost several customers today. I have spent hundreds of dollars at Bass...and will go elsewhere...So much for being told , "We stand behind our products!"...

Review: G.H. Bass & Co.,

This letter, to address exceptionally unsatisfactory customer service in addition to atrocious experiences within G-III Apparel Group, Ltd.; AM Retail Group, Inc. subsidiary, G.H. Bass & Co. Store [redacted]) on the evening of Sunday, April [redacted], 2014.

Three generations of my family & I have shopped at G.H. Bass & Co. for several years. Thus, placing immense faith & taking pride in both the businesses & brands we choose to support monetarily and/or wear. I as a business owner, especially meticulous when it comes to an overall shopping experience. In addition, having a background & current ties within retail, I understand both customers, employees, & protocol of business significantly.

Several months ago (February [redacted], 2014), upon contacting G.H. Bass & Co.'s online customer support via telephone, I was assured per policy, I would be capable of returning footwear, defective, for a comparable pair or a store credit of $34.99 should I choose to not select comparable footwear. Having purchased several pairs of G.H. Bass & Co. footwear over the years, it's not unusual, two or three of those pairs may have given issues to me. To assure no confusion as my time is limited & valuable, I requested the online customer support representative ([redacted]) e-mail the store of preference (Store [redacted]) & I, as a confirmation of the discussion & guarantee per policy. Once I visited Store [redacted] & approached the register, I spoke with the store's [redacted]) who asserted, she had received an e-mail days prior, but at that moment did not make any motion to reference the e-mail. I attempted to attain a comparable pair of shoes at which point, the value of the footwear did not add up appropriately. At this time, the issue was over $5.00. I was assured the comparable pair guarantee would cancel out any expense associated with the replacement footwear. In a very polite manner, I asked to speak with customer support & escalate the issue as the store's [redacted] became irate. I also requested, she reference the e-mail at the time. She began speaking about the incident in a condescending manner to her fellow employees within alternative areas of the store, but without I as the customer present. This, heard by my mother who was in the store at the time, but was unknown to have been shopping with me. At this time, the store [redacted]'s behavior seemed bizarre & unprofessional. Upon returning to the register, she began insisting in a condescending manner in front of other customers, repeatedly, "It's only $5.00." Her demeanor implied, she was belittling us or attempting to shame us away from the matter. I believe at this time, she failed to understand that my discontent was based on the principle not the dollar value. After about 30 minutes, she honored the guarantee as assured to me prior via e-mail. My logic, if it's "only $5.00", why not accommodate the customer? Why embarrass & inconvenience a long-time customer, only to accommodate in conclusion as assured prior, a prolonged period of time later? Please note, my mother, witness to this entire incident. Prior to this incident; initial interaction with the store's [redacted], I never experienced any issues with G.H. Bass & Co. The particular store ([redacted]), my entire family has shopped, preferably, for years, having referred many customers per satisfaction. The following day, I felt very uncomfortable with the events that took place regarding the previous day's transaction. I opted as my right, as I would with any individual and/or company, to make a formal complaint via telephone with a [redacted] via G.H. Bass & Co.'s online customer support. Overall, the [redacted] was very apologetic; advised, this was not the way G.H. Bass & Co. conducted business & issued a gift card to me as appeasement, restoring my faith in both the store & the company.

I continued to shop at G.H. Bass & Co. once or twice a month as I travel some two hours from Manhattan, NY specifically to shop at this, my favorite shoe store at the time. Throughout the following shopping experiences, I had exchanges and/or returns all within policy. Shipping arrangements were made for footwear unavailable in-store. In some incidents, inaccurate information was noted on the receipts forcing I to invest time into rectifying the matter(s). Following the inaccurate delivery of merchandise via G.H. Bass & Co.'s chosen shipper without any signature requirement, I began being questioned by the online customer support regarding, why I chose to have the merchandise shipped to me; why did I not take the merchandise I requested be held for me at the store. I emphasized to the [redacted], at no point did I ever request any merchandise be held for me. Also, it wasn't until the transaction was complete, merchandise held for me without my request was even brought to my attention. To I, & this, my personal & professional opinion, it was as if the staff at this particular location was attempting to generate suspicious behavior patterns per my customer activity in an attempt to counter my complaint and/or preserve the store's integrity. It was with this series of inquiries, I began to feel further uncomfortable.

A side note, I am a very savvy shopper. This, whether I buy apparel, automobiles, groceries, etc. Shopping with G.H. Bass & Co., no exception as I would always use my coupons & discounts as supplied to me via e-mail by G.H. Bass & Co weekly. I was advised at one point, the company was transitioning. Throughout this time, I began receiving footwear per orders shipped to I, defective; heavily scuffed, in some instances, worn. Also, I advised on every occasion, "Please make certain, the footwear is inspected. Also, I require a signature requirement upon delivery." I would be assured so & in turn, the packages were not sent with a signature requirement and/or arrived blemished; defective, resulting in further inconvenience.

Having felt comfortable in a pair of G.H. Bass & Co. shoes for years, I continued to shop within the outlet store(s), mainly Store [redacted]. Every single time I would enter the store, an employee would ask if I needed assistance, one minute after the other. I felt as if the entire staff's eyes were on me, making me feel uncomfortable within my shopping experience. Even then, I dismissed my instincts of discomfort & went about my shopping.

On Sunday, April [redacted], 2014, amid a day of shopping with my mother, I visited Store [redacted]. I entered the store alone & first, visited the register area to return footwear, unsatisfactory to me. My intent, to attain a refund via store credit & purchase alternative styles of footwear, more suitable. The associate who assisted I initially ran into some confusion per the store's P.O.S. process advising, the system was "new." It took her several efforts to process the refund adequately. Upon a receipt being generated, I confirmed, the credit amount available on the gift card was approximately $85.00 & circled the amount on the receipt as she assured. At this time, there was no issue as I began to browse the store's selection of footwear, mainly for footwear my size. I placed a few pairs of footwear at the register area with intent to purchase as I browsed alternatively. I engaged in very calm; casual dialog with several associates who assisted me, in attempts to locate my size in some footwear selections within the store's rear inventory.

Upon waiting in line to purchase my footwear, I was skipped & upon addressing the matter, in a very dismissive manner heard, "The register's over here." My previous transaction was completed at the register I awaited, the confusion understandable. An associate began to ring up my footwear asking repeatedly, if I knew the amount on the gift card. I referenced the circled, (approximate) $85.00 amount on the receipt. I was advised, there was only approximately $65.00 on the gift card. This, to my discontent as there was confusion as to the amount associated with the gift card balance. It was at this time, the store's [redacted]) was included within the transaction. Upon referencing the receipt, it appeared the wrong amount was circled which left me discontent after being assured the amount via dialog with the previous associate, although the matter explained via the receipt. I apologized for any confusion, promptly. This, simply to avoid any unnecessary interaction with the store's [redacted] who I had a previous issue with, months ago. It appeared, this matter arose mid-transaction. It was at this time, I decided, based on the gift card balance amount, I did not want to purchase one of the pairs of footwear at the time, leaving two of the three.

This, when the experience became rather bizarre. I stated, I cared to purchase the two pairs of footwear with my gift card which would accommodate the combined value with sales tax entirely. [redacted] advised, she could not void the sale, otherwise I would not be able to use the credit associated with my gift card for seven to ten days. She began to insist, I pay for the transaction & she refund the pair of footwear, I declined to purchase. I, as a business owner, never heard of a register refund via a void taking seven to ten days, especially not via gift card. A gift card may be refunded, almost instantaneously. At the time, I felt very uncomfortable based on my previous experience. My logic, I just spent thousands of dollars at alternative retailers. Here I am, the end of my day, at an outlet shoe store, with only credit cards, why should I have my funds held via my credit card, no matter the dollar amount, because this employee cannot, does not know how to, or will not, refund my gift card adequately at the moment? I emphasized to her, unfortunately, what she suggested was unsatisfactory & I required, my gift card be refunded so I may purchase the footwear. I advised, I understand her suggestion(s) although any issues pertaining to her system, were not my problem as a customer.

This, when [redacted]'s demeanor changed dramatically & in a hostile manner she stated, "Well, it is your problem!" Throughout the next few minutes, I began to smile in amusement attempting to disassociate myself with the level of intensity, [redacted]'s demeanor implicated the discussion escalate. She began to state in an anxious manner, "It's not funny! Will you look at me?!" I felt very uncomfortable, both engaging in this level of intense conversation & that I was being held at the register for a prolonged period of time once again, similar to my previous experience as emphasized in my initial complaint.

As explained to I, the funds associated with my gift card had already been absorbed within the transaction & I either pay for the entire transaction to later be refunded or I was out of luck. [redacted] repeatedly stated, there's nothing she can do. I requested, she contact a corporate representative for assistance. She emphasized, there was no one for her to call. My logic, the funds associated with my credit have been absorbed for no reason. I have no gift card, no merchandise, no receipt, & I have to wait seven to ten days, just because. If I don't like it, too bad. This, completely unacceptable to me. [redacted] began to interact with a help desk via telephone. I requested to speak with the help desk as well. She would not allow me to do so. It was at this time, my mother entered the store, worried why I was at the register once again for 30+ minutes. My mother, very discontent, asked, why there was always a problem with this store's [redacted]? She stated, there's always an issue with the store's [redacted]), obviously following my previous experience. [redacted] began to repeat herself regarding the matter with minimal effort(s) towards a resolution. My logic, there was too much time spent on explanation & not enough on resolution. This, immense customer dissatisfaction.

At one point, [redacted] became exceptionally hostile & began arguing with my mother stating, "I know you wrote a letter! I know exactly who you are!", etc. This, even to my amazement because I was standing at the register thinking, this is madness. Despite this store [redacted] confronting the woman who gave birth to me, irrelevantly, & of no assistance to the situation, I still, as a gentleman apologized for any possible perception of hostility. I made it clear, the issue was nothing personal. It is not, that I have anything personal towards her. My frustration was per the state of the transaction & unfortunately, her not resolving the matter, she would be the one to absorb the complaint & frustration, being she's the one who cannot and/or refuses to rectify the matter. I even, referred to her as "Darling," which by dictionary definition is a term of endearment. She specified, her name isn't "Darling." In my opinion, there was no way around her ignorance or incompetence. She needed to make a point, for her own reason(s), internally.

I advised [redacted], once she concluded her help desk conversation, I'd like to emphasize a few points to her. She began to say, "You're a business owner, I have a business to run," etc. I stated, she's an employee of a corporation within retail. Her job, customer service & matters of this nature. Second, I emphasized to her, how dare she bring up any complaint I addressed with corporate, with my mother. At no time, do I ever, have to discuss any complaint with her. My complaint, solely, between corporate & I; her & her superiors. I advised, by right, if she continued to harass & inconvenience me, I would contact every appropriate avenue such as Revdex.com & Consumer Affairs to place immense emphasis on her name in association. Exceptionally offensive was, my mother never wrote any letter, so my mother nor I, do not know what she was referring to. My complaint, had nothing to do with my mother & was via telephone. Throughout this, her fellow employees kept asking her if she was alright as if she was a victim of sorts for not knowing how to properly process a return and/or do her job.

In all honesty, after [redacted] raised her voice to my mother, I lost all respect for the woman. Despite this, at no time, & I repeat, at no time, were any threats made, especially no threats of physical harm; at no time did I use any vulgarity or make derogatory or offensive comments towards [redacted] or the staff of G.H. Bass & Co. At no time, was I hostile and/or projecting myself in a hostile or threatening manner. I, within my right, asserted my discontent as a consumer in as a formal a manner feasible. If at any time, my demeanor was perceived in a certain light, such perception solely the result of the individual's discriminatory assessment which I shall explain further, shortly. In addition, I repeatedly emphasized, "I attempted to address the matter in anticipation of a resolution, elaborately." [redacted] began making foolish statements, "Hey. I didn't elaborately say anything," which implied, the definition of elaborately in her mind, was condescending term other than the accurate definition.

The incident came to a particularly disturbing climax when [redacted] stated, "I don't know what else to do. I'm calling the police." I, flabbergasted at the incompetence & unprofessionalism of the store's [redacted] in dealing with a civil; consumer matter pertaining to a P.O.S. transaction, & offended beyond belief, had never experienced a situation of this nature in all of my years as a consumer or business owner. [redacted] became so overwhelmed per her inability and/or unwillingness to resolve a store matter, her only resource to preserve some form of integrity in my opinion, within in her own mind, to call the local authorities in a shameless attempt to project I as some type of criminal; miscreant, subject to criminal accusation. This, in an attempt to not only offend my mother & I, but embarrass & humiliate me in front of the staff & other customers, alleviating her from the responsibility of resolving the matter appropriately; to my ideals which she had failed to do up until this point.

Upon arrival of Officers [redacted] & [redacted] of the Third Precinct, Nassau County, my initial observation of the officers, a biased one as I was approached from behind the counter. I attempted to explain the situation, only to be cut off prematurely. Officer [redacted] stated, he thought, I sounded rediculous. I observed Officer [redacted] in a pompous manner, dismiss my mother's concerns. His statements included, "It's a conspiracy. Save it for the lawsuit." At this point, I cared to address Officer [redacted] by name, emphasizing I would certainly do so with the assistance of my attorney based on how I felt, the following morning, at which point, the demeanors & momentum of all interaction seemed to become more neutral. Despite, Officer [redacted] repeatedly stated, "Don't shop here anymore."

After fifteen minutes or so, of generally biased treatment per the Nassau County Police, Officer [redacted] suggested, & it was only at this point, [redacted] refund my gift card in cash. I emphasized, if she refunded my gift card in cash, I would be satisfied. Within a matter of sixty seconds, [redacted] processed not only the sale for a pair of footwear via the gift card's original balance, but refunded my gift card leaving a balance of approximately $21.00. This implied, she specifically was in pursuit of my arrest; discriminated on I as a criminal and/or miscreant of sorts based on my appearance and/or demeanor. She sought out a manner to project me as such, in an effort to preserve her store's integrity following the complaint she obsessively addressed with my mother, someone who had nothing to do with the complaint. I emphasized, she put me through the entire situation, only to do what I initially requested, at which point, Officer [redacted] cut me off prematurely, once again. I emphasized to the officer, he stated, I sounded ridiculous, at which point he stated, he did not say that at any point. [redacted] also, at several points, retracted her statements. I requested a police report for my legal purposes & records. The officers advised, there was no crime; there is no report. Once again, there was no crime, & the matter, a civil matter; not one warranting a police presence at any time.

The following morning, I contacted [redacted] of the incident's reporting officers' precinct who apologized for the incident & for his officers' dismissive & unprofessional arrogance & demeanor. He stated, he expected his officers to conduct themselves in a more professional manner. During our conversation, he encouraged I file a complaint against the company with the Nassau County courts for harassment.

I opted to contact G.H. Bass & Co. online customer support, priority. After several attempts, I was repeatedly directed to a recorded message prompting I leave a voicemail. In pursuit of a corporate representative, I contacted the receptionist repeatedly, & also, e-mailed [redacted]s from previous dialog in order to address this matter. Some time later, I was contacted by a, [redacted]. Initially, my perception of [redacted], a skeptical one. Upon providing a general assessment to him of the event(s) & my disgust in association, his statements such as, "You know what they say. There's three sides to every story.," made me feel uncomfortable. I stated to him, possibly in his life, but I have no reason to lie, & my account, 100% accurate & truthful. He stated, he understood, regardless, he needed to speak with certain parties which at the time was understandable. I requested, I required the C.E.O. of the company be made aware of this atrocious situation. In addition, I would like a formal apology & that monetary appeasement could not be discussed at the time as there was no dollar or store credit value that would adequately compensate my time. He advised, he would respond within a few days. [redacted] did make an effort to contact me as he & I made several efforts to reach one another over the following week.

Once [redacted] & I did speak, he provided a biased assessment which left me further discontent. If there was one point, I was irate, it was following this conversation. I felt violated & wronged on many levels. He stated, he spoke with the staff within the store & via the help desk. He stated, [redacted] offered cash to me to resolve the matter & I simply, didn't accept the cash. I wanted things my way. He stated, [redacted] felt "threatened" which in my mind, I believe, any employee who cannot adequately perform their job task(s) may feel, out of concern for termination. [redacted] presented the term "threatened" as if of physical harm which is an absurdity. [redacted] then stated, the police should not have been called & that the matter should have been handled within the store. It was at this time, I believed progress was made only to be further insulted by [redacted]'s following statement, I may no longer shop at G.H. Bass & Co. stores. In the event I enter the stores, the police will be called. Humorous to I, he then stated, I may still shop online. I found these statements, discriminatory & absolutely outrageous as there are no legal grounds for such a draconian conclusion. My logic, my money is good to G.H. Bass & Co., as long as my face or physical presence isn't associated with it? What kind of a discriminatory statement is that? Also, G.H. Bass & Co. may not deny my business on the grounds an employee dislikes I or feels uncomfortable based on my appearance or demeanor, as there was no crime or even a legitimate occurrence requiring police presence to begin with, going back to the incident. This, something out of The Twilight Zone to I at this stage. Upon emphasizing, I have a right to assert myself as a consumer, [redacted] replied, "Our employees are not trained to deal with assertive customers." He then stated, "Our employees respect our customers & our customers respect our employees." [redacted]'s response, dismissive, as if he was speaking to his child which he indeed was not. [redacted] attempted to provoke me into statements implying I had some form of premeditated anger towards the store's [redacted] by stating, I could not be frustrated per the state of a transaction, but instead solely with the store's [redacted]. I asserted, I most certainly was frustrated with the store's [redacted] after being harassed and inconvenienced on several occasions. Who wouldn't be at this point? In addition, I do believe, he was recording the conversation, therefore any recordings including the store's surveillance video may be referenced to further support my account(s).

I attempted to respond to [redacted]'s account although he, in a dismissive manner repeatedly emphasized, the matter was closed & concluded the call. His response implies such behavior & conduct between G.H. Bass & Co. & their customers is encouraged & in association, is encouraged by AM Retail Group, Inc. & G-III Apparel Group, Ltd.

I find this matter, in its entirety, horrifying. Also, please note, while [redacted] responded to I with a biased account of events to benefit the staff of G.H. Bass & Co. Store [redacted] & his colleagues formerly of PVH Corp., I possess the entire encounter with the officers of the [redacted] Precinct within the store on video, recorded via mobile phone. In addition, [redacted], was certainly not present.

I cannot see, G-III Apparel Group, Ltd. which is parent to such prominent brands; companies stand for this type of conduct from a handful of employees between one of its newly acquired subsidiaries and their customers. I shop within the most high-end retail stores in the world. I find it nauseating per these occurrences and assessments by G.H. Bass & Co., I'm expected to fall in line for lack of a better term or alter my demeanor; or how I address unsatisfactory service to shop at an outlet shoe store. In what world is this acceptable? Certainly, not mine. I will not stand for it, nor will I allow it to continue as a question mark is left to determine how many customers who share the same characteristics prior or following, treated in the same manner.

I will pursue legal action against any individual who continues to falsely contribute to the defamation of my character. I will also pursue avenues such as media & protest should this issue fail to be addressed with a formal apology; retraction reenabling my ability to shop within any G.H. Bass & Co. store as I rightfully should be able to, without harassment from the staff or police, as any other customer, any ethnicity; any race. In addition, I care to address these matters moving forward, with corporate representatives of G-III Apparel Group, Ltd., solely.

It is a disgrace, in this day & age, any customer be treated in this manner, simply for attempting to provide continued business to a store, his or her family has shopped for years.

I may be contacted via e-mail or terrestrial mail at the address below, [redacted] N/A [redacted] I appreciate your assistance & time; look forward to speaking with you soon.

Thank You,

NOTICE OF CONFIDENTIALITY: This e-mail and/or any files transmitted with it are confidential; intended solely for the use of the individual and/or entity to which they are addressed. If you have received this e-mail in error, please notify the sender and/or system [redacted]. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not copy, disseminate, and/or distribute this e-mail. Please notify the sender and/or system [redacted] immediately if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient, you are notified that copying, disclosing, distributing, and/or taking any action in reliance on the contents of this information is strictly prohibited by law.Desired Settlement: I will pursue legal action against any individual who continues to falsely contribute to the defamation of my character. I will also pursue avenues such as media & protest should this issue fail to be addressed with a formal apology; retraction reenabling my ability to shop within any G.H. Bass & Co. store as I rightfully should be able to, without harassment from the staff or police, as any other customer, any ethnicity; any race. In addition, I care to address these matters moving forward, with corporate representatives of G-III Apparel Group, Ltd., solely.

Business

Response:

Revdex.com

Response of [redacted] Complaint – 5/**/14

This is in response to Complaint #[redacted] by [redacted].

[redacted] came in to exchange product he bought earlier in the week at the Bass store at [redacted] on [redacted] was purchasing multiple pairs of shoes and had a merchandise return card which he thought was for $80 when in fact it was only for $60. After hearing this he wanted to put one pair of shoes back. However, the store had already completed his transaction using his merchandise return card.

[redacted] wished to refund a pair of shoes that he no longer wanted and asked that the credit be put back on the merchandise return card. the Store [redacted] had difficulty putting the credit back on the merchandise return card and offered [redacted] alternative resolutions, offering to give him cash back on his return or, if the money wasn't credited immediately to his card, she would mail him the merchandise after the credit went through.

It was at this point that [redacted] became loud and seemingly angry. The Store [redacted] continued to attempt to explain to [redacted] what his options were on completing his transaction as the POS system was experiencing a technical issue at the time. [redacted] refused all options and only wanted his return credited to his merchandise return card.

[redacted] continued to be very loud and gave the appearance that he thought the whole thing was funny. [redacted] disrupted Bass’ business with other customers. The store associates working at the time and customers were uneasy about how [redacted] was acting and fearful of what he would do next. The Store [redacted] proceeded to call the police, fearful of the safety of her customers and staff. After the police arrived, [redacted] continued to be loud and rude and only wanted his

merchandise credit.

It is unfortunate that the transaction didn't go as smoothly as we wanted. Our Store [redacted] made various attempts to reconcile [redacted]’s concerns and offered [redacted] options to complete the transaction, but he turned them down.

The safety of our employees and customers is of the utmost importance to AM Retail Group. Our store [redacted]s are instructed to call the police if they are feeling threatened. Because [redacted] was loud and our staff and customers felt threatened by him, the Store [redacted] was following protocol.

Based on his actions, AM Retail Group made the decision to ask [redacted] to refrain from shopping at our stores. This continues to be the position AM Retail Group holds as our employees and customers should never feel unsafe in our stores. [redacted] continues to be welcome to shop online if he chooses.

[redacted]This

is confusing to me. what merchandise was

she going to mail him?

I ordered a pair of shoes as a Christmas present on December [redacted] from the Bass in [redacted] commons (store ID [redacted] from Associate ID: [redacted]) because they id not have the right size in stock in the store. The receipt says 5-10 business days. Yesterday was the 10th business day and today I called and it turns out that it was on "back order" or something, basically there were none available, they had not placed the order or charged me. I would not get the shoes in time for the holiday. I am angry because I was not told this in the store. If I had known, I would have not wasted my time and had to buy something else from somewhere else. I'm so angry that I GLADLY just spent more than three times as much getting a better product from [redacted] with two day shipping because this is unreasonable and infuriating.

To whom it may concern,

This past month of December I took my family on a road trip from Miami, Fl to Pigeon Forge, TN. I had previously visited the Bass Store Outlet here at the Florida Keys and now I visited again the Bass Store Outlet at Pigeon Forge. My experience is the following: These stores (As well as other locations in between) are using "EXTREMELY" misleading advertising inside their stores. They will mark most items at 70% to 80% markdowns and claim that the Item retail values are X value. These values are "HIGHLY INFLATED". Example: The store will put a Penny Loafer at a retail price of $250 with a "DISCOUNT" of 70% and you Mr. customer pay $75

This practice I find to be to the point of INSULTING to a customer. You can go onto the internet and other regular stores in the mall and find Bass Shoes and products from $10 to $150 any day. This Company should be on a CUSTOMER BEWARE list.

Thank you,

[redacted] Miami, Fl.

Review: purchased boots online for my son for Christmas - the boots were too big. returned via Canada Post January **, confirmation via Canada Post tracking - boots successfully delivered January **.March **, still no refund - contacted GH Bass -Mar. ** - We are sorry to hear that you have not received credit for your return. We have submitted a request on your behalf to look into your issue. Your request identification number is [redacted]. Please allow 3-5 business days for the request to be completed and we will contact you through email with a response. We appreciate your patience and understanding in this matter. Mar ** - no further info, contacted againMar. ** - Please accept our apologies as your request [redacted] is still in progress. Could you please send us a copy of your return tracking number so that we may provide this to our warehouse. We assure you we are doing everything in our power to provide you with a timely resolution. Once this request is completed, we will contact you through email with a response. We appreciate your patience and understanding in this matter. Mar ** - sent tracking info and asked what's taking so longMar ** - We are deeply sorry as your request [redacted] is still in progress. We have submitted the tracking number to our warehouse for further review on the return. We assure you we are doing everything in our power to provide you with a timely resolution. Once this request is completed, we will contact you through email with a response. We appreciate your patience and understanding in this matter. March ** nothing further from company, sent WILL someone PLEASE let me know the status of this inquiry.? This is extremely disappointing. The boots were returned January ** and received in your warehouse January **. It has now been two weeks since I first contacted you. I would like a phone call and an explanation please. ###-###-####.March ** - We again apologize for the delay in processing your refund for order [redacted]. Upon researching this issue, we found that theDesired Settlement: package was successfully delivered to the [redacted] post office, rather than warehouse, and that is what has caused the delay. Now that we have determined what happened, we will be able to proceed with the credit request. We appreciate your continued patience and understanding in this matter and will email you the credit details once it has been completed. April * - nothing further; I posted a [redacted] and [redacted] comment and received replies asking for details. *Refund plus shipping $32.33*

Consumer

Response:

At this time, I have not been contacted by G.H. Bass & Co. regarding complaint ID [redacted].

Sincerely,

[redacted] on April **, prior to the Revdex.com submitting my complaint to the business, I received this response to my previous communication with the business :

Dear [redacted], Thank you for contacting G.H. Bass & Co. We have reviewed your request. Unfortunately, we are not able to issue a refund until our warehouse has possession of the item. It appears from the tracking that the item did not leave the post office. Please contact the carrier for information on your returned package. We apologize for the inconvenience. Please let us know if we may assist you further. Thank you again for contacting us. Warmly, Customer Care [redacted]

This did NOT resolved my complaint, as the package (boots) were sent as directed on GH Bass's website, and the paperwork in the parcel outlining instructions for returns. QUESTION - what happens next? do I lose my money?

------ Please do not remove your unique tracking number! ------

Review: Good afternoon, I am writing to you because of the unsatisfactory service I feel received from your customer service, ie: managers. My first thought was did they really care. After time past I finally came to the conclusion the Bass’s managers I came in contact with cared less, I also found out in conclusion the quality of your loafers had severely declined, in no way do they compare to the loafers I purchased some years ago, probably the reason why the pair I returned came apart, I just hope the other pairs of shoes I purchased stay healthy. This brings me to my delima, I purchased a pair of Weejun Burgundy Kiltie Loafers back on March **, 2015. The shoes were worn only a few times,not every day in fact hardly at all. On the day I wore the shoes after taking them off I noticed the seam stitching near the flap was coming apart. It was then I placed a call to Bass customer service department spoke with a representative, explained what my concern was, gave the date of purchased March **, 2015, order number, she asked if I had the return slip that came with the shoes, told her yes she then advised me I could return and what to do. Let me just write she did not say there was a 60 day return policy and I had exceeded that time, if that had been the case I never would have returned the shoes, she just quoted the information where to send and to include the return slip. I did as I was instructed, inclosed a closing letter (attached). The shoes were shipped with a tracking number and was received. I have experienced nothing but disappointment and grief since the initial start of this process with Bass. No help, no resolution, just the run around from your managers.

Scheduled Delivery Date: 11/**/2015

Shipped to: [redacted]

Received

Wednesday, November **, 2015

Several days passed with no response. Placed a called to your customer service department on 11/**/15, spoke with a representative name James, no results, sent an email on 12/*/15 received an email response on 12/*/15 asking for the same information I previously included with the return shoes,in addition to providing the same information to managers I spoke with. Afterwards I called your customer service again spoke with a manager named Jessica telling me no information was noted will have to forward the matter to upper management to further investigate the return with the warehouse,never heard from that manager. A message was left at 4:17 pm est on my recorder Friday 12/*/15 by Debbie, a manager advising it was agreed to refund the $64.80 but remember the return policy is for 60 days. On December **, 2015 called your customer service department again spoke with manager named Deborah advised me that [redacted] declined the credit, asked why didn’t I get a call explaining that result, she didn’t know. This really lead me to believe no one with a manager’s title have authority to make decisions, kept passing the buck. Let me first write I did not place a complaint with [redacted] who policies are you have 60 days to file a complaint against a merchant,instead I contacted Bass to assist me with the matter. Apparently Bass personnel was not paying attention to fully understand my position. Before retiring with 20+ years of working as a Credit Manager in one of the largest Bank Card Companies on the East coast I’ve never seen such an incompetent group of professional people in all my working tenure let alone heard of such a thing not taking the time to satisfy a customer. In wanting to know what was really going on with [redacted] I called them, spoke with a representative name Jerry advised him of my concern with Bass I was told by him there is no time frame on a merchants issuing a credit to their customer’s account.Jerry advised me he will forward an email to Bass using their email address with instructions on how to issue a credit to [redacted], (inclosed), all I could say to him is GOOD LUCK, so far as of 12/**/15 I have not gotten a response. For Bass to have been established for such a long time to be treated like this is so disappointing.

On 12/**/15 I spoke with another manager named Adrian claims he reviewed the records, stated he sees what’s going on will refer it to the department to handle the credit, that he will take care of it. Asked what is the turnaround time for the credit to be issued / post, will call me back late today or tomorrow which would be 12/**/15, writing this to Revdex.com 12/**/15, no response from Bass. By days end I’ve not been satisfied all the apologies in the world does not compensate, I am out of a pair of shoes, I an out of the cost $64.80, and wasted a lot of my precious time. If you review my record you will find I’ve purchased several pairs of Bass shoes, I don’t wear the same shoes over and over, some are still new in the original box, I only hope I do get more life out of them before they fall apart, especially since your 60 days return has past.

[redacted]Desired Settlement: Issue the credit of $64.80 as promised by their managers mentioned above, if not return my shoes to the address on record. for [redacted].

Consumer

Response:

At this time, my complaint, ID [redacted] regarding G.H. Bass & Co. has been resolved.

Sincerely,[redacted]

Review: I do have a photo of the signage, which was sent by [redacted]. What I have included is my communication with their corporate office. I can forward the photo of the signage, but it won't allow me to attach.

My initial communication with them is at the bottom of this thread, and then her response is on the top. There is NO WHERE on any signage that speaks to MSRP when buying 3 pairs.

Hello [redacted],

Thank you for contacting G.H. Bass. Our Buy 1 Get 2 Promotion is where you buy one pair at full MSRP price and get two free. It is to help encourage our customers to purchase more than one pair and to help promote the true price for our merchandise. We do have signs in our store that state purchase one pair and get two free or purchase the she at 60% off. Please see photo attached. We do apologize for this inconvenience.

Thank You [redacted] Customer Care

AM Retail Group

###-###-####

[redacted].[redacted] Customer feedback

First Name:[redacted] Last Name: [redacted] email: [redacted] topic: Retail Store Questions

Message:

On a visit to [redacted] in [redacted], ** on 11/** your signage for buy 1 get 2 free is extremely misleading and unfair to consumers. No where on a sign or in the store does it say that this deal is based on the REGULAR price of the first item. This is an obvious ploy to get customers to stand in line and feel obligated to purchase at a higher than expected price. I can say that this experience will definitely influence my decision to shop in any of your stores in the future. I also plan to reach out to management at the outlet.

G.H. Bass & [redacted]Desired Settlement: They should be forced to honor the signage and provide 3 pair of shoes for the price of one which was on sale.

Business

Response:

In

response to Revdex.com complaint #[redacted],

The

promotion in question was advertised as Buy 1 pair of Footwear and Get 2

additional pair Free. The store had windows signs stating Buy One Get 2

Free along with marketing on each footwear display case and each style of

footwear had it's own shelf tag that stated the price of the shoe. The footwear tags in front of each shoe on display clearly stated a Buy One Get 2 price or purchase separately at 60% off price. We feel we were clear in our representation of this promotion and did not intentionally try and deceive customers.We also asked our associates to explain the promotion to the customer as they entered our store and as they were being assisted with their purchase to ensure our customers were aware of the event.We are sorry [redacted] felt the promotion was unclear and did not meet his expectations. We do our best to work hard to meet our customers needs and appreciate the feedback regarding this promotion. We felt the promotion was signed adequately and we took the proper steps to ensure our customers were aware of the pricing.GH Bass Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I would direct your attention to the initial response from the company. They specifically use the terminology MSRP in their email. This makes the sale explanation extremely clear and direct. They choose to not put this on any of their signs, since they obviously are trying to get people to a point of no return where they feel they must buy the shoes for any price since they have waited in such a long line. The signs in the window said ONLY Buy 1, Get 2 Free (some exclusions apply). Inside they do read as stated below, but that wording still does not tell me I must PAY FULL PRICE for the first shoe to get the other ones free. This is textbook bait and switch advertising. No sales associate ever explained the sale as stated below until we got to the girl ringing up our sale. The large pile of nearly 30 other boxes of shoes behind the counter made it evident we weren't the first to not complete our transaction based on the tactics used by the store to convince us we were getting a deal.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,