Ordered DS a pair of Kenneth Cole shoes from Macy's...

Aug 14, 2014 13:51:59 GMT Bitchy Rich said:

I bet someone returned them and said they were new. And obviously, Macy's didn't check inside the box and they were put back into inventory.

I agree...the person that returned them was completely dishonest in their return. EVEN IF Macy's has a policy to accept returns, no questions asked, the customer is always right, doesn't mean they then get to pass along used shoes to me. I could buy shoes like this for $6 or $8 at Goodwill.   

Heading out now. I am going to ask to have a store manager process my return to make sure someone in management sees this.

Just got home from Macy's. I walked in and told the first associate I saw that I needed to make a return, but I needed a member of the management team to do so.

Ladies shoe manager approaches and I informed her that I purchased these online, so I realize this wasn't necessarily the issue at "this store", and then opened the box.

Only seeing the tops of the shoes (the creases) she said "oh my". I pulled one shoe out and showed her the bottom of the shoe. She told me that she was horrified. (and being the shoe manager...she knows what to look for in shoes)   

She said that with returns, the associate SHOULD BE checking the product and if it needs to be "damaged out" then so be it.

She also said that in the fulfillment center (aka the warehouse) that they should also have made a visual inspection of the product as the order was filled.

She immediately processed my refund. She then wrote down a bunch of information from my shipping receipt and order form. She told me that they don't carry that specific line at that location and offered to call around to other local stores to see if any of them had that shoe. I told her that I wasn't in the mood to drive around.

She also told me that IF this was the last pair of shoes and was a return, or a "display item", that the fulfillment center would've/should've sent me an email to inform me of this fact and it would've been up to me if I still wanted the item.

As we wrapped up, she then asked me if I wanted to head upstairs to men's shoes to see if we could find something comparable. (not sure if they were going to comp me the shoes or not...since she'd already processed the refund) I thanked her but told her that these are shoes for my son and I want him to choose his own shoes. She then gave me her card and said if I ever need anything to call her.

I wasn't rude...but was very matter of factly. I told her that this is absolutely not what my expectation of Macy's and she agreed.

She apologized profusely and said that clearly, there needs to be training done not only in the fulfillment center, but also at the store level to ensure that everyone is doing what they should be doing. She said she was going to carry the box to the management meeting later today to show them. I almost wish I could see their faces.

So I got my money back...and made them aware of this issue. Which is all I wanted. Might possibly have gotten a free pair of shoes, but that was not the point of my trip in today.

And now this weekend, have to take DS out for a new pair...a NEW pair of black dress shoes.