Deplorable Customer Service from Frederick's of Hollywood
by Heather W. - Posted Thu March 5, 2009 @ 12:00 PM
I purchased a pair of $60.00 boots in September 2008. I wore them approximately 10 times, when one of the heels on the boots completely snapped off while I was wearing them. I contacted the company via email in February 2009, requesting a full refund for the boots, due to the extremely poor quality. I would expect to have a pair of shoes for much longer than 5 months before they become damaged.
I offered to send the boots back as proof that they were in fact damaged. The company responded that because it was past the 90 day timeframe for returns, they would not honor my refund request. I told them to forward my email to a manager because I would not accept no for an answer.
The company did not respond for almost a week, so I emailed them again, asking if they were planning on ignoring my complaint. They then wrote back and said they would be "willing" (!) to offer me a store credit reflective of 50% the purchase price of the boots - in essence, a $27.00 credit towards my next purchase.
I responded that I would in no way be shopping with them in the future, as I did not see this as a solution to my problem. I also said that it is deplorable that they do not stand behind the quality of their products. The company did not respond.
I would like a full refund to my credit card for the cost of the boots. This is the only resolution with which I will be satisfied. I am happy to send them back to the company, as long as the company provides a prepaid return label or arranges for a package pickup.