Idaho Coalition Against Sexual and Domestic Violence, Inc.

The wife continues to claim the employee did not verbally explain the policy, my employee stands by that she didGiven as though I've heard this employee accurately explain the drop-off policy to many customers, I am inclined to believe my employeeNaturally the husband is inclined to believe his wife. Even if she hadn't, the policy was also in writing where the wife signed.The initial response on Facebook was done by the store supervisor who did not know the customer had been a drop-offThat is why I responded apologizing for the initial response that was done without knowing all of the details and gave the customer the option of giving me a number to contact him to discuss further.The payout for the shoes, although insulting to the customer, was a fair market value for a resale store considering our resale price for shoes of that size.As far as the other online reviews, our ratings and reviews are consistent with other resale storesOne of the negative reviews even mentions the drop off policy requiring the customer to accept our offer (She wrote "You can leave your items there, but you have to sign off that you will accept whatever they offer youNo thanks.") - which indicates we do make this policy aware to our customers.It is always unfortunate when there is an unhappy customer but in this situation we did not do anything unethical and we followed the policies that were communicated to the customerThe customer doesn't agree with the policy but that doesn't make us unethical thievesI stand by my initial response

Thank you for the opportunity to reply to this allegation of theft. We are not in the business to steal items from people nor do anything else unethical. That being said, we do have policies in place that are necessary for the functionality of our high volume business. We sort through 1000s of items...

a day and the ones we choose to purchase need to be processed quickly for not just functionality, but also safety. Last month alone we purchased over 10,000 items from customers. Not every customer agrees with our policies but that's part of business. The policy that this customer is upset about is the preauthorization for the drop-off option for customers looking to sell their items. The drop-off option allows customers the convenience of dropping off their items so that they can go do other things instead of waiting (which sometimes can be over an hour) for us to go through and appraise the items they have brought in to sell. A lot of our customers LOVE this option! We usually discourage this option for people who have never sold to us before (this customer has sold to us a couple of times previously). The reason we don't recommend it for new customers is because the drop-off option does not give them the ability to deny our offer or reclaim the items we have appraised because as soon as we appraise the items, we call them and let them know what the totals are for the cash and store credit offers, and then we print the tags and get them processed into our inventory. So if they have not sold before, their expectations might be inconsistent with how resale works. Customers who stay in the store while we go through their items have the option of denying the offer because we can just hand them back their items at that time, freeing up the space needed to move on to the next customer's items, instead of having to work around the items until the customer decides to come back. I understand that from a single person's standpoint it may not seem like a big deal. But, again, given the volume that we see every day, we need to have consistent and clear policies that allow us to function efficiently. The drop-off process is explained to every customer who says they want to leave and come back. It is explained both verbally and in writing and the customer has to sign off stating that they agree to it. If they won't agree to it they either stay in store or they take their items with them. I have attached a copy of this customer's paperwork indicating their signature right next to the policy where our employee had drawn an "X". This customer has made the claim that we did not explain this policy to them. This is simply not true. When we called the customer to give them the totals, the wife said they wanted the cash and did not seem upset with the offer, according to the employee who called. When the wife returned, she did express her dissatisfaction that the shoes were included in the offer but the employee explained to her that the items had already been processed (meaning they had been tagged and mixed in with the rest of our inventory). When the lady claimed she was unaware of this policy, the buyer pointed out to her where she had signed agreeing to it. The husband, frustrated that his wife was taking so long, came in to see what was taking so long. When the wife told him about the shoes, he raised his voice and cursed at the employees. At one point the wife even told him to stop. A nearby customer who witnessed his hostile approach complimented the employee dealing with him to another employee on how professional she was with the couple. Prior to leaving, the wife changed her mind and got the store credit instead of the cash.That night the customer's husband posted a complaint on Facebook. I (the owner) finally saw the conversation thread and asked him to message me a good number to reach him at and I'd be happy to call him to discuss. Given the emotions involved in customer complaints, I don't believe in resolving disputes electronically and preferred to talk to him instead. As a business page, we are unable to initiate private messages with customers. Instead of providing me a number, the husband continued to falsely accuse us of theft which suggests he was not looking for a civil resolution. At this point there's not much I can offer other than to void out their store credit and send them a check for the cash amount and cut our ties with this customer. It is obvious that our store policies are not right for them and it would be best for them to take their business elsewhere. Please let me know if this is what the customer desires.Thanks,[redacted] - Owner, Kid to Kid Gilbert

Revdex.com:
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 reject the resolution because what the owner is saying is simply not true. When my wife went the store to drop off our belonging to find out our trade cash value the employee simply told her to sign the paper to leave the belongings, the employee never went over any agreement that we were not able to take our belonging back if we were not happy with the stores offer which we were not. When we came back to the store to retrieve our items they would not give our items back. If they offered a skew at fair deal we would be happy to be in agreement but we did not go in to practically give our items away fr next t nothing. Example ( we bought in a brand new air of never been worn [redacted]'s still in the box with the tags attached and they insultingly told us they would pay $2.00 for them. We were helped by an additional sales person when we returned who told us that the girl we dropped off the items with was responsible for telling us verbally what their policies and that we would have to take whatever they offered without the possibly to back out and take our items back if we were not happy with the offer. We were never given any explanation of this policy. When we returned to the store  we attempted to get our belonging back with no success. And as for the owners version of the story saying that I came in cursing is simply a complete lie that never happened. This store is deceiving people out of their goods on a very sketchy policy that doesn't even make any legal sense. If you go on yelp and look at the reviews this is an on going issue experienced by others just as it happened to us. I just happen to be the first person to report their shady business tactics. We do business with many other store that work with trade in's and have never experienced anything like this before and I hope I can help by making sure it doesn't happen to anyone else. The following was the owners responses rating I could have my stuff back if we we not satisfied with offer which was all talk and she would not follow through with it.We are sorry you had a bad experience with us! We try to be fair and you are always welcome to deny our offer if you are unhappy with it :)My return responseWe did deny your offer and your company refused to give us back our items. If you will stand by what you are saying we would be happy to come back and pick up our stuff you refused to return in the first place.The owner refused to stand by what she had stated and kept our items regardless.
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