My email to Corporate. What realllly did it was the part about Lexi.
I wanted to relay a message about my experience today, 12/11/12, at your Orem, Utah location.
I went into the store with my 3 year old to buy her some new shoes. She was so excited and happy about them, she wore them around the store and up to the check out lane. I told the cashier that my daughter was wearing the shoes from the box. The cashier told me she still needed to see them, so I scooped up my daughter so the cashier could take a look (I'm assuming to check the sizes and product matched). This was fine all the way until the cashier took the shoes off my daughter. I understand they need to see them, but wouldn't you think the parent should do that? My daughter started crying and so finally I just said "excuse me" and took over. It didn't seem to faze the cashier at all. It also didn't help that my daughter has a disability and has trouble comprehending things.
After that fiasco, I told the cashier I had a rewards card with them but didn't have it with me. She said they would only do the rewards if I had the card with me. She told me there was no way to look it up. Why would that be? That seems pretty ridiculous that you have to have the actual card with you to even get your points. If that is truly the case, may I suggest that you change that? Not many people remember rewards cards from my experience working retail.
Meanwhile, my daughter is still upset and crying. I paid for the shoes, and as I was herding my daughter out the door, I remembered I had a coupon. I asked them if I could return the shoes and then buy the shoes later on with my coupon. They said no, it was against policy.
I indicated to their return policy sign above check out and said, "Why is that? It says right there I can return the shoes" to which a reply was "It's a complicated system and it would just mess up our inventory."
"Okay, I said, "so I can just come back tomorrow and return the shoes? That's what it says, within 30 days, unworn, with a receipt."
"Sorry, you'd still have to buy another pair of shoes on top of that in order to use your coupon because it's just a complicated system."
(My order total was already $100 and the coupon was for $59.98 and upon, $10 off) Apparently this employee was clueless about your return policy - I was pointing it out RIGHT there at the STORE.
What if I wanted to return the shoes because I wanted something different? Would they protest that it was against the policy?? I said, "That seems really stupid, when it's right there on your sign." "Yeah," they said, "it's just complicated."
All he had to say was it was complicated. My reasons were just - I was returning shoes --- UNWORN shoes that perhaps I'd buy later to save a little money.
Your return policy doesn't seem complicated to me. These two employees at your store were rude, clueless, and unaccommodating. That is no way to treat a customer. My experience left me with no intention of ever returning to your Orem, Utah Shoe Carnival.
Perhaps there needs to be some re-training on customer service and your policies. This was unacceptable, to me that was three strikes for Shoe Carnival right in a row.
