DoubleJ
Well-known member
Used jacket, if still had tags OK exchange. Otherwise suck it up and use KIJIJI. I would tell you to take a hike.
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Post your Return/Exchange Policy Nightmare Stories!
- Thread starter Paulee
- Start date
I would probably side on the store in OP'S situation. If the store is upfront with the next customer buying this same jacket. E.g. reduce the price by the same $50 they charged the OP and advertise it as slightly used.
I don't understand how people think they can wear stuff they bought especially motorcycle gear in an outdoor environment then bring it back for full exchange?
I don't understand how people think they can wear stuff they bought especially motorcycle gear in an outdoor environment then bring it back for full exchange?
limitsreached
Well-known member
I agree.
It's a sad time we live in now. If you don't give the customer EXACTLY what they ask, that is considered bad service regardless of how ridiculous the request is. I like to call it the Walmart era(where this originated). As an example, you can now go into a Costco and return a half eaten loaf of bread, or an open can of coffee grinds because you didn't like the smell.
It all stems from the customer is ALWAYS right bs.
I dont think it was the restocking fee itself that made this a ****** experience. It was the service along with charging tax on a restocking fee. The employee all of a sudden had so much attitude as soon as I asked him very politely if he could reach his boss for an eta. And the fact he said "good" when the owner told him to ring me up for a $50 restocking fee just reinforces it. Why would you say "good" in a snarky tone?
I think Costco's changed their policy on electronics. Imagine buying the latest and greatest TV, and then taking it back in six months when a bigger one comes out for the same price.
Some places you need to dig through the inventory to try and find a box that hasn't been opened three or four times.
Stores that give exceptional service, are just that, exceptional. We shouldn't expect it from everywhere.
I'm kind of mixed on this. The problem is that I don't know the condition that the jacket was in, but if it was in pristine condition with all the tags on, then they should have taken it back for free.
Bikers don't have the best reputation when dealing with other people's stuff.
[video=youtube;rvyvhyHYFB4]https://www.youtube.com/watch?v=rvyvhyHYFB4[/video]
limitsreached
Well-known member
Perhaps the employee was jaded and tired of dealing with returns. No excuse to treat someone like that though, so it's a fair point.
I was a CSR for a few years and became seriously jaded, so I requested a different position as I was no longer mentally fit for the job. Sounds like this person should consider the same thing.
limitsreached
Well-known member
Wasn't aware of the policy change but no surprise. I think we will see more national retailers moving towards a tougher return policy.
How does that saying go? A few bad apples spoil the bunch?
Wondering if this is Rider's Choice
Like or not, e-Stores like Fort Nine or Revzilla are the future of gear & accessories. I did my part to patronize shops in the west end. With the exception of one (closed now), most of the employees and owners seemed pretty determined to be unhelpful. It's a shame, since I was prepared to pay extra to try stuff on and buy things at the last minute. The window of opportunity has passed, unfortunately. Some garages are still cool though--Pro6 seems to have a handle on things.
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Yup, customer service jobs arent for everyone, definitely not for me at least. I believe they call it emotional labour
Exactly how I feel. In this day and age where you can order stuff from the comfort of your home and most sites offer free shipping or discount codes. Local shops need to understand that customer service is so important because besides that... what are they really supplying that you cant get online? I mean heck, if you go on Youtube you can find reviews on most pieces so you can get a pretty good idea of how to size without trying them on.
Iirc Costco is now 90 day return on electronics.
If I need to return something, I want it to be without hassle. The problem is of course, those that abuse it. I've heard stories of a coworker who's wife doesn't allow the kids to crease the pages of books when they read them so they can be returned to Chapters. I told him they can crease the pages all they want from the other place and then return them....y'know, the library.
sent from my Purple LGG4 on the GTAM app
If I need to return something, I want it to be without hassle. The problem is of course, those that abuse it. I've heard stories of a coworker who's wife doesn't allow the kids to crease the pages of books when they read them so they can be returned to Chapters. I told him they can crease the pages all they want from the other place and then return them....y'know, the library.
sent from my Purple LGG4 on the GTAM app
They supply something that was underutilized in this case, the ability to try it on for size, before you buy it.
That's why it would seem highly suspicious to the shop owner.
Guy goes in tries something on, it fits. Gets it home, and tries it on 3 days later, it doesn't fit, so brings it back?
Say someone took it home and swapped the better armour out for their old used armour.
Say they messed up the zipper, pulled a thread, tore the liner, screwed up something hidden from view, etc. etc.
Should the store owner now take on that risk.
Buyer may have spent hours, and hours trying it on in the store, without penalty. They had that opportunity.
That's where my mixed feelings come from on this.
limitsreached
Well-known member
Manufactures use to ONLY deal with distributors who then dealt with the brick and mortar locations. As the national chains grew in size, they began to buy directly, cutting out the distributors entirely. Unfortunately for the small guys, they would still have to buy from the distributor and pay the mark up that comes with it. Through no fault of their own, they find themselves unable to compete and they are basically priced out of the market. Overhead is the real killer and you need good margin in the product you sell to cover the costs, especially if you're not moving large volume(just about all small shops).
All that these small shops offer is a more personable experience, but when you **** on your customers, you lose them for good. I really feel for everyone in this case; The consumer who received some attitude AND the business owner who is facing ever increasing pressure to keep money in the drawer.
Or maybe when I tried it on originally I wasnt wearing my riding pants so when I got home and zipped the jacket to my pants, the strain on my neck from the front of the jacket was more than I accounted for... sometimes its as simple as that and not full of devious evil lol
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I feel both sides to be honest, which is why I havent posted that shops name. They could of just been having a bad day, maybe they just needed to scramble any money together to pay this months light bill, I have no idea which is why I try not to take this stuff personal. Unfortuantely in the heat of the moment I made this thread lol and here we are but really I was hoping for some good stories.
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The online stores take similar risks with the same turkeys. That's no excuse for condescending behavior or vague policies, *especially* towards people who are going that extra kilometer to shop at your place. Even at this point, I won't condone using stores as fitting rooms for online purchases. It's also why I don't name offending businesses--to give them the benefit of the doubt. Still, everyone has their limits, so when you get golden customer support elsewhere, going out of your way to pay higher prices for a limited selection (with a side helping of sneer) has zero appeal. Give a damn and I'll give a damn too.
Only one I can think of was at Royal earlier this year, they had a pair of pants my wife was looking at but not in her size. I asked about getting a pair in her size and was told I can buy them, try them on, then return if they don't fit. I would have no problem with that if they had to order from the manufacturer or distributor but this was an item coming from another store. Not terrible I know, but I was not impressed with that since it was a regular stock item that they could have just hung with the others.
Same thing with a pair of grips, had 1" but not 7/8", was told I can buy them, they will let me know when they are ready to pickup. I just ordered them from FortNine and were at my doorstep in the same amount of time without the hassle of me going back.
And I will gladly shop brick and mortar stores, I'd rather have something local near me. But work with me. I have dealt with St. Onge for a variety of things and because of the service they give their customers, service and parts anyways, I will always go there for my needs if I can.
Same thing with a pair of grips, had 1" but not 7/8", was told I can buy them, they will let me know when they are ready to pickup. I just ordered them from FortNine and were at my doorstep in the same amount of time without the hassle of me going back.
And I will gladly shop brick and mortar stores, I'd rather have something local near me. But work with me. I have dealt with St. Onge for a variety of things and because of the service they give their customers, service and parts anyways, I will always go there for my needs if I can.
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Sad or not, it is the reality. Those who can't adapt will go out of business. Customers will never change, it is the business owner who must find a way to stay relevant. Many of these shops and people defending them just don't get it (not saying you don't, in general).
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Riceburner
Well-known member
Eaton's was doing it ages before Walmart existed.
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