Complaints

• Initial Complaint

  31/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a very bad experience with Monalisa. On March 23, 2023 I bought Ihram clothes for men relying on Molisa's web site. The clothes were in their packaging which cannot be opened before buying it. Unfortunately when I got home I discovered that the fabric was 100% Polyster instead of 100 percent cotton indicated on ******* website. On March 25, 2023, I took a picture from their website and I went back to the store asking for a refund. The staff resisted and refused any reimburssement they told me that they have a no refund policy and all sales are final. She put her hand and told me this is a 100% cotton and added that she has allergy and if this a Polyster my hand will turn red and this is not the case, look my hand didn't change the color. I showed her the label on the fabric, she told me that this a just a label but the reality this cotton as for this Ihram clothes it should alway be a cotton. I informed them that I am going to file a complaint against them as they are giving a faulse information on their product. She proposed to do an exeption and give me a credit note. I am not supposed to get this because it is not my fault. I asked to changeit with a cotton fabic as indicated on their web site or to get my money back. I addede that I need my money to buy another one as soon as possible to use it in Mecca for ihram. She still insisted and refused this option. Within minutes of leaving the store, I was suprized to see that they corrected and update their website by removing the product description (100 percent cotton) and changing the status to SOLD OUT. I still have the picture of the original advertissement and searching where I can file a complaint for faulse advertissing/unfair and deceptive Trade practice. I have attached a picture of the: - original description that they removed from their web site, - clothes description that I bought, - receipt and - corrected and updated website after a few minutes after the staff refused the refund.

  Business response

  24/04/2023

  Item in question: $35 Ihram clothes -pilgrim clothes (consisting of two towels worn directly on naked body; considered under garments- they are final sale due to hygiene reasons)

  There was a misunderstanding regarding the material of the pilgrim clothes- the customer assumed that the online description was the same for the in-store item so they did not ask when they bought the item in-store. Although the online store and the physical store are not the same, it is understandable how this misunderstanding happened, and this was taken into consideration when trying to resolve the issue.

  When the customer came in store to ask for a return, she was helped by two different employees and both tried to explain to her the store policy (no refunds, exchange only within 7 days on qualifying items brought back in original condition). The customer was still within the 7 day time frame but unfortunately the item in question did not qualify for an exchange due to the fact that it was 1) opened and tried on 2) a final sale item due to hygiene purposes.

  But considering the misunderstanding of the material on the website and the material on the item bought in store, the second employee contacted the manager and explained the situation. The manager made an exception and authorized an exchange or store credit, depending on the customer's preference. 

  The customer refused both options and was adamant about receiving a refund and only a refund. 

  The employee repeatedly explained that there is no refund option according to the store policy and that she can use the credit note at any time since there is no expiration date on the store credit.

  The customer unfortunately lashed out on the employee and made some unnecessary threats because the refund was not given to her.

   

  Customer response

  24/04/2023

  
  Complaint: 19879950
  
  I am rejecting this response because they gave the wrong information on their website that they correct as soon as I left the their sore. Also I want to confirm that I was very polite with the staff and I am asking for a proof of what they said in their reply:

  "The customer unfortunately lashed out on the employee and made some unnecessary threats because the refund was not given to her"

  I believe that there is a camera that will confirm what happens. They need to proof this as soon as possible! 

  They can't lie about customers without proof. 

  
  Sincerely,
  
  ****** ***** *****

  Business response

  24/04/2023

  As stated previously, our in-store policy is the following: No refunds, exchange only within 7 days on qualifying items returned in their original conditions.

  The exception made available to help clear this misunderstanding: store credit or exchange.

  Customer response

  24/04/2023

  
  Complaint: 19879950
  
  I am rejecting this response because:

  I require a refund or an exchange for the same product listed on the web site 100% cotton. 

  I was not allowed to open the package before purchasing, no indication or description on the package, I relied on the information on the Monalisa's website as it was the same picture of the product with the same dimensions and same price $35. Unfortunately, when I opened the package home, the fabric is 100% Polyester and not 100% cotton. 

  I will proceed with the next step for falseadvertising as the Consumer Packaging and Labelling Act requires that prepackaged consume products bear accurate and meaningful labelling information to help consumers make informed purchasing decisions. 

  
  Sincerely,
  
  ****** ***** *****

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