Only Hearts

Review: I purchased lingerie for my wife's birthday. They told me that I had purchased a medium top and small bottom. When my wife opened the package, the bottom was a size M. I went to the store to make an exchange (at time of purchase they indicated that they item was fully exchangeable). We went back to the store to exchange the item and they are refusing to do so. We have contacted the corporate offices who refuse to intervene and are simply referring us back to the store. They told us the Store Manger would help us. The Store Manager was not in on Monday or Tuesday. I was told that she would be in at 11 today and handle the matter. She did not come in. The store again refused to exchange the item or give me credit.

Corporate was contacted again (Alexandra) and did nothing to help resolve the problem, referring me back yet again to the store.

I feel that they have acted in what I would term "not good faith" or in a "fraudulent" manner in selling me the wrong item and then refusing to make it right. I am out $125.00. There is another items for $135 which I would be willing to exchange and pay the difference. They refused that as well.At the tim eIAt tDesired Settlement: I would like Only Hearts to exchange the item for something that will fit my wife.

Business

Response:

In Response to [redacted]'s complaint,

1. At the point of sale, we advised [redacted] that the item he selected only came as a set and could not be separated. When [redacted] asked if he could exchange the item if it did not fit/work for his wife, we answered "yes" and gave him a gift receipt noting "Birthday."

2. Please note our store policy as it is posted in our store and on all receipts. All returns must be accompanied with sales receipts; [redacted] and [redacted] did not have a receipt. Please see copy enclosed.

3. The manager, [redacted] is off on Sundays and Mondays; she called [redacted] upon her arrival into the store, Tuesday, November **, 2013. Advising [redacted] of our policy, while remembering when he made his purchase, she agreed to accept the return/exchange. [redacted] prepared the item for exchange and apologized for any inconvenience this may have caused. [redacted] had the package ready when [redacted] returned to the store and, once again, apologized. Please see copy of receipt enclosed.

Sincerely,