Penn Center Beauty Supply

Review: I've purchased a bunch of products from this store including a hat. After accepting my money, the store has denied me a chance to make an exchange of an item (my hat) that I cannot use because it is the incorrect size. I spoke with the owner to resolve this matter because I have spent a great deal of money at this store over the years. I am highly upset that as a loyal customer this store is so money hungry that they will not allow me to make a simple exchange! I wish to file a complaint. This is an outrage that a store is willing to accept my money but the first and only time there is a problem there is no loyalty or support towards the customer. I pointed to the store owner that he had a full selection of hats in stock and I should be able to make an exchange. For as much money as that store makes the owner should be willing to resolve that even if it is at his expense. I've spent enough money in this store to have this issue resolved. I should not have to involve a third party to resolve this but it is the principle! This store is exhibiting bad business ethics!Desired Settlement: I have made a series of purchases and for this one time I deserve to make an exchange because I cannot fit this one item and it is of no use to me. I paid my hard earned money and I am not requesting a refund, I am requesting an exchange and I should be allowed to do so. There are more hats just like this in the store and if there isn't a correct size available then I should receive a store credit for the amount that I paid for the hat.

Business

Response:

Dear Revdex.com,I have read the complaint that [redacted] has made concerning the product (hat) that she wishes to make an exchange with. She states that the hat is an incorrect size, but it has an adjustable velcro strap that can be adjusted to her liking. Also, customers are able to try on such items before they make a final purchase. The hat also showed signs of wear which was inspected not only by myself, but by two other employees. [redacted] also did not have a receipt to dispute her complaint. Our store policy, which is displayed at our location and on the receipt, states that all sales are final. Even though we have a policy as such, we do make exceptions, but in this case, the hat had visible wear. She also stated that she had purchased the item about two weeks prior to when she came to make the complaint. Unfortunately, for these reasons we are not able to accommodate the request that [redacted] has made.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: When I made the purchase there were no suggestions by any employees in the store, or any signs displayed that said I could try on the hat before making my purchase. What if I tried on the hat and damaged it and realized I can't fit it? Then I would have to pay for it either way right? I assumed the hat was a one size fit all kind of hat, and it is not. The hat is too small and adjusting the strap on the hat is useless. The shape of the hat is too small for my head. The business owner is stating a blatant lie in saying that the hat was reviewed by 3 people, because there were only 2 people present that viewed the hat. The business owner was not present. If he was, he did not make his position known. I was under the impression that I was speaking to a store manager. There were only 2 employees present that I have spoken to directly ( a woman and a man) and they reviewed the hat. The man I've spoken to in the store was very dismissive. He did not try in anyway to show any type of hospitality toward me as a customer whose made various purchases in this store. They have my money and they don't care about my satisfaction with the product they sold me. There was no visible wear, that was only an excuse from the store clerk so I couldn't make an exchange. I even offered to wash the hat, and I've asked if the store manager could just wash the hat because it was only tried on 1 time. I can't fit it, so I definitely didn't wear it more than once. The hat is in great condition, this is ridiculous how money hungry these people are over a hat! They are resisting the request to accommodate a customer over a hat and this reflects poorly on their business ethics!