I’m writing this because I want to warn fellow shoppers about my absolutely terrible online shopping experience. I purchased a lovely dress, only to find a significant tear upon arrival. I followed all the instructions to initiate a return, but the store flat-out refused, making me feel completely ignored and cheated.
They won’t accept a return even if the item is defective. Yes, it was on sale, but defective merchandise is supposed to be able to be returned.
When I escalated the issue in the store,
the manager didn’t even come out to talk
. That’s why I felt compelled to contact customer service—I needed someone to acknowledge that selling damaged goods is unacceptable and that their in-store policy enforcement was appalling.
Customer: I need to speak to someone about a recent purchase. I received a defective item—a dress with a seam completely ripped—and your store staff flat-out refused to process the return, claiming it was final sale.
CS Rep: I am very sorry to hear that, receiving defective merchandise is unacceptable. If you beloved this article and you simply would like to obtain more info about www.gracequeens.com i implore you to visit our webpage. Can you please provide your order number so I can review the transaction and the specific return policy applied?
Customer: The order number is [12345]. The associate insisted that because it was on sale, the policy prohibits returns. Defective items are legally supposed to be an exception! I was standing there expecting a manager to address this, but nobody would even speak to me.
CS Rep: I understand your immense frustration. You are absolutely correct; our policy
does
make exceptions for manufacturing defects, regardless of sale status. I sincerely apologize for the incorrect information provided and the poor management support you received.
Customer: So what is the resolution? I have this damaged item and wasted my money because of confusing internal policies. I just want my full refund processed.
CS Rep: I am authorizing a full refund right now, and I will personally email you a prepaid shipping label immediately to send the defective item back. Please allow 3–5 business days for the credit to reflect on your original payment method.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.
