Complaints

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business does not have their "all sales final" policy posted anywhere in their store. Three articles of clothing were purchased from this shop. The first two on 12/24/2023 and the third on 12/25/2023. (The second day I exchanged one of the tops for a different color and bought another one.) When I got home I tried on some of the outfits and after a few minutes I began to have an allergic reaction to the chemicals on the garments from the factory (runny nose, watery eyes, throat closing up). I then noticed one of the garments did NOT have a factory tag that stated the type of fabric or the country of origin. I went back to the store on 12/30/2023 to return all 3 items and they stated all sales are final so they do not offer returns. I asked why they did not have an "all sales final" sign posted and they said it was in the fine print on the bottom of the receipt. I asked if they had it posted anywhere in the store and they said they did not believe they were required to post it anywhere. I asked how I would have known that all sales were final and they said I would know if I looked at the bottom of the receipt. I reminded the manager that if I had a receipt that the purchase would have already been made. They said the two other stores they own that don't have any written notifications that all sales are final and they enforce the policy there as well. I told her that is illegal and she said she didn't care (basically). I also told her there was no factory tag on one of the garments and she willfully did not see any issue with that either. Eventually the manager said she would have the owners of the stores call me and tell me if they would return my money. In the meantime I was given a gift card (for $295.52) and left the clothes there. I clearly told them I wanted my money back and I do not want store credit. They said the owners would decide. The owners never called me.

  Business response

  01/15/2024

  1. A full refund was credited back to the credit card used for original purchase. January 6, ****.
  See photo attached.
  2. We have posted We offer exchange/store credit for all returned merchandise placed at our point of sale registers in 5x7 picture frames. Store credit can be used in any of our three stores and online - with no expiration. Receipts have also been changed to reflect this policy. 

  Bishop Street Market has maintained  a policy of exchange or store credit since ****. And in fact the customer was issued a store credit. This policy is not unlike the policies recognized by the vast majority of small independently owned small businesses. This policy is now clearly posted in all of our stores at the point of sale registers.
  I do believe our manager mishandled this instance based on the explanation I was given regarding this particular return, mainly pertaining to the two items with a proven history of excellent quality. My manager explained she was trying to understand the true nature of the return. Three items were being returned due to a reaction the customer had to all of the garments. Two items were wovens, and one a knit - produced in completely different factories in different locations utilizing different manufacturing processes. Two of the items have been our top sellers for 8 years selling over ***** units. We refer to them as our *****. We have had no issues with this style. That certainly does not mean this customer did not have *** issue with the two she purchased.  Almost always, our customers purchase this top in several colors. As evidenced by this customer. 
  

  Many of our capes, gloves, reversible scarves, jewelry are sent to us without tags identifying fabric/material content or country of origin. Mainly items manufactured by small vendors in the US and ******.
  
  I did not reach out to the customer because our manager explained she spoke to the owners, we do not refund and a store credit would be issued.

   

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