Shoes Fashion

I remember this incident clearly since I was the one talking to the customer when she came to request a refundThis is a small shoe store and our policy specifically states "no refunds, only exchanges allowed"There is also a sign right by the cash register which clearly states this (in huge font)The employee the customer is referencing to has been with the company since inception, and has been working with my family for over yearsWe've never had any other customer report any similar issues because the employee in question understands our company policy regarding refundsThe employee has no reason to mislead the customer since she's not paid by commission and has nothing to gain to mislead the customerWhile I can understand the customer's request for a refund, we believe our "no refund/only exchange" policy is fair and I've offered credit to the customer for daysThis is already double the standard day credit that we normally offer

The customer claimed Shoes Fashion's employee mislead her about the return policyThe customer stated she was able to understand from my employee that the shoe must be unworn, in the original box, with the original receipt, and must be returned within daysHowever, it seems the confusion is between the ability to exchange and the ability to get a refundI wasn't there during their interaction, but my employee emphatically denied misleading the customer by saying refunds were allowedRegardless, I will ensure my employees state in even more understandable terms so there is no confusion whatsoever in the future Yes, we do have a "No Refund, Only Exchange" sign posted in Spanish, but there is a English version as wellWe do not discriminate between English speakers and Spanish speakersTo ensure this won't occur in the future, I will ensure signs are in larger print and posted in multiple places, including the front entrance The only solution the customer is willing to accept is a full refundAs I stated before in the initial response to Revdex.com, this is not part of our return policy and we will not be able to provide a cash refund--only store credit