Mainstream Boutique

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.*** is not telling the truth about our conversationI asked a simple question and received a simple answerShe at no time went into that lengthy explanationIt is very unfortunate that this store does business in the mannerI have never been treated this way as a customer in my lifeThe only thing *** told me was that I could not return any items to my local store because each store was separate. My mom has stage IV ovarian cancer and is terminalI have been dealing with many medical issues, and I am sorry that I didn't examine their website (as I have so many medical things to read) with a fine tooth comb - that's why I asked if I could have a credit to my card and *** said I could. As a business owner myself, I bend over backwards to make my customers happy even when my employees make mistakes or misrepresentationsApparently, *** does not adhere to that philosophy in her business
Regards,
*** ***I wanted to add something further to my response
As I told you, I only shopped at the MainStream
Boutique here once before I ordered from the one in Canton(I have been back to
my store once since then to make an exchangeThey made a mistake on an item
here and they did credit my credit card, so you see that owner is very customer
responsive!) I did NOT know they were related - *** told me they were all
separate and returns had to come back to her, so how could I think they would
have the same policies if they're all separateThat's why I specifically asked
here if I could have a credit to my card on my purchase with her and she said I
could! She is lying to her ownerShe was very busy the day I talked to her and
told me she was the only one there and I placed my order on the phone with her -
I had never done a "Facebook" orderI did see the stores return policy on my
final invoice after I paid my Pay Pal payment, but I thought since *** told me
on the phone that she would credit my card that she would if I needed to return
something

My name is *** *** and my sister, *** and I are the owners at Mainstream Boutique. Although I did not have the first interaction with *** ***, I would like to recap what interaction I did have with her. *** called our store on April and placed an order with our
stylist ***. It wasn’t until after her order was paid for (through our PayPal account) as well as boxed up and scheduled to be picked up for shipment that *** had sent an email to me. The conversation had first started off as wanting to apply a coupon to her order; however I had explained to her (which it is all stated on our coupons) that unless the coupon is mentioned during the process of an online order or presented at the checkout, we do not just apply it. *** was fine with that. A couple days had gone by until I had heard again from ***. She had emailed me once she had received her order to let me know that some items did not fit her and she would be sending them back but wanted us to hold a few items for her that she saw on our Facebook Page. I let her know that that our policy was that we DID NOT hold items that were not purchased after the 7:p.msame day, but she had the option to either, purchase those items then, and when we received her other items she did not want I would apply “store credit” or I could email her when I received her returned package and let her know what was still available in the things that she wanted and we could do an “exchange”*** had responded that she would call me after noon the next day and let me know what she wanted to do. I was going into work the next day in the morning and was going to let her know what items we still had available of the list of things she wanted to exchange her old items for. Once I had got into work the next morning, I did exactly that, I let *** know what we had available. She had explained that she would just wait. A few days later we had received her returned package of a few items, with the tags attached and her receipt. *** had also included a letter describing that she was very angry that *** (the employee she initially placed the order with) had told her over the phone that if she didn’t like some of her items, we could refund her credit card. So before I emailed *** back to let her know how much in “store credit” she had, I went and checked the facts with ***. *** described to me that she explained to *** that if there were any items that did not work out for her that within days of purchasing, including the receipt with her return as well as tags attached we would apply store credit or we could do an exchangeShe further explained to *** that the store credit could only be used at our store. I would like to mention at this point in time that our Return Policy is a company-wide policy in every store. Furthermore, we have this policy posted on our cash wrap framed, on our Facebook page (which is where you can place your online order at), our PayPal account (which is where customers invoices get sent to when ordering from online), our corporate website, as well as at the bottom of every single receipt. After speaking with ***, I kindly emailed *** back and let her know that she had $in store credit as well as addressing her letter with apologizing if there was a misunderstanding, but again explained to her our Store Policy (which I had mentioned in earlier emails that she did not seem to have an issue with at the time) and even despite the policy, I made an effort to go above and beyond standard business practice by offering *** a discount off her next entire purchase. This is when *** became very unhappy threatening to call the Revdex.com on us Since *** was the employee who initially spoke with ***, I would like to mention that *** started off as one of our loyal customers before ever getting hired, so she was very familiar with our Store Policy before she was even working with usI’d like to also add that all of our employees go through training, and part of training is to thoroughly know the return policy. Once *** began to get upset with me, I realized that she is from *** *** which happens to be where Mainstream Boutique has another store. I called the *** *** store to see if *** was ever a customer there. After they pulled her sales history report of purchase, the system had showed that ***, in fact had been a customer there, has made purchases, has exchanged merchandise, and is fully aware of the return policy My job as a business owner in the community is to provide a very unforgettable experience for the customer where they leave our store feeling very confident of themselves, where they have been treated differently than if they were just shopping in a big box retailer, because our employees are trained to work one on one with each woman to help them feel comfortable in their own skin and confident in their new clothingAlso, we want each and every customer to get the same treatment if it was a customer who comes in every day, or a customer that’s coming in for the first time, which is why it wouldn’t be fair to our loyal customers to disregard a policy that has been in place since we opened our business for a customer that doesn’t like the policy. Additionally, it’s not a good business practice for us to set the precedent that refunds will be given to any customers who act unreasonable when they aren’t happy with something In conclusion, I hope you can see that I am just abiding by the policy that we have set in place, and can also provide you with any other information that you need. I would also like to request that given the nature of the situation, and the unreasonable actions taken by ***, that the instance is not published in the Revdex.com or anywhere else. Both my sister and I pride ourselves on helping the women of our community through our business, and actively contribute to the community as a whole through our business and have made a big impact on both Sincerely, *** ***, Owner

At Mainstream Boutique, all of our staff goes through an extensive training process, in which the policies of our store are thoroughly embedded In addition, we have quarterly training meetings to keep the staff fresh We are positive this is a misunderstanding of words over the phone and are assured that there are no discrepancies on our end It was stated the customer could receive a store "credit" not credit back to her card Our stylist is very aware of how we operate, our policies, and would never be dishonest with the owners or the customers. We went above and beyond by offering the discount over the misunderstanding and will not be bending our policies for one customer The policies are company wide and are more than adequately posted, printed and available on social media and website We apologize for the unfortunate, personal issues in this customers life, but do not feel they are connected to this event nor should hold any weight in this situation. We go above and beyond each day for our customers Offering a discount, on a misunderstanding, is just one example Even when the customer received the policy in print, we catered to her

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 received the policy in print after my PayPay was credited and after I had spoken with [redacted] who told me I could have a credit to my PayPal. She was very busy the day she took care of me by phone, so perhaps she wasn't aware of her misstatement........I was not eliciting sympathy when I mentioned my mother's terminal illness. I was merely pointing out that there are much more critical matters in life than having to read a website or Facebook site to find a store's policies.(The owner makes it sound like you need an attorney to inspect or evaluate the site before you order.) That is why I spoke with [redacted] to confirm the long distance return policy. As I stated, I have never had this kind of misunderstanding or been treated so disrespectfully as a customer. I would just like to have a refund as I was promised.
Regards,
[redacted]