The Kooples

**Please note, that the retail experience manager reached out and offer nothing. He said to go to another store to experience better service. **

This email is to inform you of the most insulting, condescending and subpar customer service experience I received from Dan at your Beverly Center store in Los Angeles, CA.

Let me first start off by saying that I never write emails like this. This experience was so terrible that I'm taking time to share it with you. I could easily rant on social media or go back to the store and talk to the manager, but I don't believe they possess the same level of care and interest for the brand as you do.

I'm an avid Bloomingdales shopper, and a year ago I decided to venture out from my usual "All Saints" look and decided to buy more pieces from The Kooples (attached pics of some of my favorites, for proof). I recently purchased the Embellished Bat Wing Sweater on Jan 17 from the Bloomingdales store at the Beverly Center. in Los Angeles, CA USA. I knew it from the moment I saw it on the rack that this piece was meant for me without hesitation.

Unfortunately, I made the mistake of trying this on at the store and later on I tried it on with what I thought was going to be my perfect outfit. The sweater kept hanging in my closet between Jan 17th and March 5th, unworn with tags attached. I decided that the embellished look was not for me and I got too excited thinking I could pull it off. I proceeded to go to the same Kooples store at Bloomingdales to return it.

Boy, do I regret this so much. Dan, a new employee at the Kooples ( I was informed of this by other Bloomingdale's employees), made my entire experience a living hell. From the moment I said I wanted to return the sweater, his attitude changed and he began inspecting the item and distinctly pointed out that he could not return it because I had "worn" the item.
Umm, excuse me? What?! He pointed out that the garment tag had a stain, yes the garment tag INSIDE the sweater had a small stain and that it was a CLEAR indication that it was worn, and thus it was a violation of the return policy.

Wow.

I was in utter shock. I told him that first off, he was accusing me of wearing the item. He didn't even ASK what was wrong with the item, he just made an assumption. Making assumptions is the absolute worse in my book. He proceeded to argue with me, called "Chris" his manager, put him on speaker phone and then took the phone from me and told me to come back when the manager was in. He said to Chris (verbatim), "I have a difficult customer who wore an item and is trying to return it."

Wow, again accusing me of not only wearing the item but also of being difficult. I asked Dan to pull up my purchase history and check how much I've spent in the past year. He refused to do that and completely refused even to offer a store credit or an exchange. He kept repeating "you wore it, nothing I can do about that, you should've checked the inside of the tag to ensure it wasn't already damaged, to me you wore it, and that's it." I then asked him, Dan, so you clearly see there is nothing wrong with the actual garment, inside and outside the garment is in new condition and shows absolutely no signs of wear, correct? He said, the inside tag is part of the garment, and we do not sell items that have "stains" on our tags. So I then asked him, Dan, you are telling me that all of the items in your section here at Bloomingdales have absolutely pristine tags? He said yes, GO LOOK. So of course, I go and find a dress THAT HAS A STAIN ON THE TAG. Wow. He then said, "oh someone must have tried this dress on, and I guess I have to pull it off and damage it. " ( SEE ATTACHED PICS) At this point, Dan was on my last nerve. I said to him, Dan, I don't know why the inside brand tag has a stain. I don't know if the tag was already stained or if this happened when I tried the sweater on, but the point is, I do not inspect inside tags.

At this point, another employee from Sandro/Maje (Dannette), tried to inspect the garment. She looked at me and told me just to come back and speak to the manager because Dan was new and was probably afraid of getting in trouble. Dan, then interrupted us, and kept saying "it is obviously worn and it is your fault for not not inspecting the item." Danette turned around and told Dan, " Hey, watch how you talk to customers, you are making this situation worse by how you are saying things."

I proceeded to leave, in tears. I was in utter shock by the way I was treated. Dan and Chris not only failed me, but they also failed The Kooples. I am never going to forget this experience, ever. As a fashion business executive, I live and die for my brand's reputation and ensure that the people I manage have empathy and an attitude of service.

Revdex.com:At this time, my complaint, ID *** regarding The Kooples has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** ***

Revdex.com:At this time, my complaint, ID [redacted] regarding The Kooples has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]