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| - The single most dissatisfying, unacceptable and unbelievable shopping experience ever!
Today I realized that working in customer service has completely altered my expectation (s) of other companies and services they provide.
I went to this shoe store today to exchange a pair of shoes I purchased online for my son. Unfortunately, the pair I purchased was too small. The vendor's online policy states that exchanges can only be made in store.
Upon arriving to the store, a tardy, Ms. Patricia Soto informed me that WSS does not accept exchanges. I asked her if they had recently changed their online policy and if so, may I see an updated publication. Because the version I read claimed online purchases could be exchanged in store. Ms. Soto claimed, in so many words, she did not know the policy. Unacceptable.
Ms. Soto encouraged me to call customer service. Reluctantly she surrendered her manager's name and hers, upon request, before I left.
A customer service agent, Melissa, informed me she would authorize the exchange and that I may head back to the store. I called Ms. Soto to verify she received the aforementioned authorization. She affirmed that she had, however because I did not have the original packaging I should call customer service again!
Now on my second call to customer service, Emma tells me that all shoes are shipped in a box. I assure Ms. Emma that our pair, for whatever reason came in an unmarked gray plastic package delivered via usps. Ms. Emma calls her fulfillment center to verify. They did NOT ship our shoes in a box. Ms. Emma calls the store to again authorize the exchange.
I am now in the store for a second time. Find a pair of shoes and tell Ms. Soto I will pay the difference. Ms. Soto refuses the exchange and tells me it has to be the exact same and that they no longer carry these. I am about to hit the roof or her at this point. Why? Because they DO have these shoes on the rack ? I inform Ms. Soto that we will grab the exact same pair if she has any issues with me spending more money at the store and leave.
I called customer service again to speak to a supervisor who can take complaints. I speak to Carlos who was very apologetic and assures me this will never happen again and that a sit down with the employee and the manager is imminent.
To my surprise the manager, Robert Aiken did not, once make an attempt to introduce himself, resolve the issue or personally investigate this matter. I, personally, would NOT allow a customer to leave my establishment unsatisfied TWICE if it was in my power to resolve the issue. Unacceptable.
I cannot fathom how this company operates, makes money and expects to compete with it's larger competitors. However I do know that I will never spend another cent here, and will do everything I can to discourage anyone I know from buying from WSS or any associated entities.
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