Poor Customer service
by Ken T. - Posted Sun January 13, 2008 @ 2:45 AM
Tonight my wife, grandson, and myself went to Macy's in Hawaii to return two packages of briefs. I approached the counter and explained to the cashier that my wife had misplaced the two packages of briefs until tonight. They did not fit me so I wanted to exchange them for v-neck t-shirts instead. I told her they have the Macy's tag was on the packages and I had the receipt in the bag. She said no problem to go and get what I needed. At that point I told her the receipt is more than a year old but it does show we had spent $45.00 for the two items. She said she would not be able to issue credit. I told her I understood and I would make sure I would pick up more than the exchange. I couldn't find the v-neck t-shirts I was looking for but I was willing to settle for the crew neck t-shirts. When I got back to the check-out the department manager approached me and said they could not make the refund because the receipt was more than 180 days old which she pointed out on the back of the receipt. I told her I didn't want a refund, I wanted to make an exchange. She said the policy does not allow an exchange either. At that point rather than argue I told her to keep my original purchase since I can't wear it anyways. She chased my wife down and gave her back the package. This caused an argument between my wife and myself. I understand return/exchange policies since I have been in retail for over 40 years. I also understand your manager was just following company policy but I think there is such a thing as comman sense and customer service. I could understand if the items I was returning were discontinued or were in a different packaging but that was not the case. I went to great lengths to explain the situation so no one would get into trouble but all I got out of it was a wasted trip to your store.
I would like to be able to exchange the items as I started out to do earlier this evening.