The Luggage Factory

Initial Business Response /* (1000, 13, 2015/09/24) */
Good Morning,
In regards to this case, please understand we are not affiliated with LuggageFactor.com. We are a completely separate company with our own regulations regarding returns. This matter was dealt with directly with Mr. [redacted]...

when he came into the store. Our return policy is printed on our receipts and posted in the store at the register area in compliance with the CA law. We also have a printed sign in Chinese as this particular location deals with many Chinese tourists. It should be noted that Mr. [redacted] came in stating that unless we break with our return policy and completely bend to his demands he was going to "...run us out of business!" He made several threats before the conversation even began in regards to his return. The store manager on duty at the time kept explaining this tactic was unnecessary and was willing to listen to Mr. [redacted]'s complaint. This was met with more hostility to the point where the manager stated that any further complaints should be taken up directly the Tommy Hilfiger company as we were not going to be able to resolve his issues.
In regards to the other allegations Mr. [redacted] is making in his complaint we welcome a complete review of our business practices and believe with as many return customers we get on a daily basis we should be exonerated.
With all Sincerity,
The Luggage Factory
(Desert Hills Premium Outlets)
XXXXX [redacted] Drive Suite [redacted] CA XXXXX
PH (XXX)XXX-XXXX
Initial Consumer Rebuttal /* (3000, 15, 2015/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A big FAT NO on that response.
I did NOT "come in stating" anything. I asked for a cash refund. He refused. I never nade any threats, nor said anything about "running you out of business," and this is the first I've heard of them being affiliated with Tommy Hilfinger.'
The "store manager on duty at the time" was either the owner or a co-owner. HE had the power to make a decision on a cash refund. He chose to be obstinate.
According to this statement I walked in the door on the attack. No such thing ever happened. I said I wanted to return a piece that was left with us when a visitor returned to China. We refunded the cost, and intended to return the piece for cash refund. He pushed us to exchange or take store credit. We have no use for more luggage, so declined.
Then he said "NO cash refunds!" There is NOTHING on his receipt or anywhere else in his store that says "NO CASH REFUND"
The sign in Chinese is on the counter where he would place a receipt for signature, or a customer would place cash payment, both covering the sign.
I stand by my original statement and this follow up. I have nothing to lose in lying. I've already written off the cost of doing business with this place.
I urge Revdex.com to visit YELP.com and see other complaints about this business. Wish my Chinese visitor had done that before they spent money there.
Final Business Response /* (4000, 17, 2015/10/07) */
In regards to the letter dated Sept 30, 2015, We feel confident that having our return policy clearly posted in the store and having it printed on every receipt we have resolved this issue. IT IS CLEARLY STATED "NO REFUNDS". As we will never make Mr. [redacted] understand or accept this as being our company policy, there is nothing further we can state to resolve this. We will not respond to all the misinformation Mr. [redacted] claims in his response. As far as Yelp we don't feel the Revdex.com is going to address this as being pertinent.
The Luggage Factory,
[redacted]