Complaints

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a custom bracelet from this company online. I was told I could bring the item to the store for an even exchange for a bigger size. I drove 1 hr to the store to be told by the girl our systems just dont do that. You will need to come back Monday to talk to my manager. I explained I drove an hour to get there and I couldnt come back Monday. She said I just cant exchange it. She called her manager and manager said come back Monday. I cant go back Monday. She then told me I could just buy another one, they were having a sale and its half off. So I paid originally roughly $80 for the first one online. Then had to purchase a second one in the store for roughly $40. Then she told me I can only get in store credit or an exchange with them. This was my intention. Now Im stuck with another bracelet that I paid $80 for. I want a refund now since I could not exchange it. This was a gift and I would have mailed it in for an exchange had I known the store would not exchange. There are no working numbers for this company. The store I leave voicemails for which is located in ************ at ****************.

  Business response

  09/25/2024

  Hi,

  I wanted to update you on ******* Wagners recent exchange request. She purchased items online and wanted to exchange them in-store. However, as stated in our return policy, we do not accept online exchanges at our retail locations due to system and inventory constraints. Unfortunately, this policy was communicated to ******* after she traveled over an hour to make the exchange in person, which understandably caused her frustration.
  After ******* reached out to explain her situation, I made an exception to our policy and arranged for her to return the item to our online inventory warehouse. I had my supervisor override the standard policy, which states that we do not accept returns for refunds, so that we could accommodate her.
  I'm pleased to report that the refund has been processed back to ********* credit card, and all relevant documentation is attached for your reference. Both ******* and I believe this complaint has been resolved satisfactorily.
  

  Thank you!

  Best Regards ******* *****.

  Customer response

  09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩