Complaints

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a bag at this store.I specifically asked if I could return.They said I had one week.I went to return three days later with the receipt.They said I could not return because there was a label on the bag.There was no label on the bag.They accused me or someone else taking the label off.Owner told me I should have looked to see if bag had the label on when I bought???I do not think it is the customers responsibility to see if bag had a label on.Owner and salesperson were more than rude.I went in Yelp and see that there are lots of complaints.Impossible getting money back and one person even had a missing label story like myself.I worked retail for years and never saw a customer being treated the way I was.I want a full refund.

  Business response

  03/06/2023

  In response to complaint  ID :  ********

  
  Square Stores

  ********************************** ******** ** *****

  
  Please be advised as to the several misrepresentations the complainant has stated in her filing with the BBB 

  
  The customer clearly had been verbally informed of our store policies when making her purchase as well as pointed to the posted store policy on the front counter per attachment above.

  
  Customer also received store policy info on her purchase receipt which is also attached above explaining clearly that no refunds and/or exchanges will be allowed once customer removes tags from the purchased item.

  
  Nevertheless customer chose to remove the tag and leave the store on her own volition wearing the bag she had just purchased. Once those actions are taken by the customer per store policy the sale becomes final and therefore negates customer's option for a refund.

  
  If there is anything further you may need from us to better explain why customer's request for refund was denied feel free to call me @ ************.

  
  store hours:  11am to 6pm  (monday thru saturday)  

  
  Regards 

  ****************** (manager)

  Square Stores
  

  Customer response

  03/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [

  I took the bag out of a shopping bag.

  I decided to keep the sling bag I originally bought from Urban outfitters.

  That is the bag I was wearing.

  I especially asked ****** if I could return the bag being I was not sure if I was going to keep the Urban Outfitters bag.

  He said I have one week as long as I have my receipt.

  He mentioned nothing about a label.

  There was no label on the bag!!!!

  Isnt in funny how all the reviews about the store say it is impossible to get your money back.

   

  ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/14/2023

  Re: Complaint  ID :  ********

  
  In response to the complainant's reply to my response 

  
   It seems that in addition to her creating a false dialogue to fit her attempt to override the store policy regarding refunds per the attachments that were provided with our initial response she is attempting to slander the reputation of our establishment.

  
   We have been operating here under this name and location since **** - that's well over 70 years serving the ******************** and run by (3) generations of my Family. 

  
   Had we had a history of not treating customers fairly as this complainant is implying one would think that there would certainly have been many more complaints about our business practices.

  
   I'm sorry she is unhappy however we try our best to consistently follow the same store policy for all of our customers and don't wish to change that for a customer that attempts to bully us by using organizations such as Yelp or BBB for their convenience as well as attempting to harm the reputation of a (70) plus year old business.

  
   Please contact us if any further information is needed.

  
   Regards 
   ****************** (manager)

   Square Stores

*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. ↩