Yesterday I purchased a pair of Vans KISS Sk8-Hi Skate shoes for my son. I’m not sure about you but buying footwear for either of my sons is such a chore. So, when we were shopping with my nephews for winter boots and L’il Spo just had to have these shoes, I obliged on one condition. I needed to know they could be returned. Yes, they could... for a full refund within seven days as long as he didn’t wear them outside and we kept the bill. Why? Because I know he tends to get suckered in by the appearance and often complains about the fit when he gets home.
Last night I checked them out on the Getoutsideshoes.com. Surprise, they were on sale for $15 less than what I paid in the store. I called them right away and very politely told the woman who answered the phone. She was most apologetic and said sometimes the “north” store doesn’t have its systems up-to-date but that I could come in and get a price adjustment. The refund policy would still stand. Today I went back to the store, presented my bill and got a refund for the difference between the regular and sale prices. Painless.
Sounds great, right? We’ll not really. Getoutside is right on when it comes to customer service policies. The staff could have been more helpful though. They weren’t very attentive when we needed help – there was plenty of staff – the store is set up in a self-serve manner but we were shopping for kids’ footwear and stores selling to kids need to be more accommodating.
But that’s not the issue that concerned me most. When I called back last night, the woman I spoke to was lovely and accommodating. She wanted me to know it was an honest mistake. The problem was how she said it – she said, “I wasn’t trying to gyp you or anything.” Yikes! I never assumed she was.
There’s no excuse for racist remarks even when said out of ignorance. Regardless, that type of comment never sits well. I think it reflects as poorly on the store as it does the employee. What about you?