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| - I am thoroughly upset at this specific Club Monaco's approach to customer service. The way I was treated by sales associates at this location has overall given me a bad taste for the brand overall. So let's back track and start with how this whole ordeal started.
I made an online order from clubmonaco's online website. Upon receiving my order, I receive a damaged item that looks worn and dirty among other things in my order that I was not satisfied with (misrepresentation of items on their online catalog vs. the actual item shipped). So I went to this club monaco location (closest to me) to do a return on the items I was not happy with. I explained to the sales associate that I also received a damaged item and would like to see if they had it in stock so that I could exchange it. They verified that they do not have it and the sales associate offered to give me a refund. Then, another sales associate (probably someone who has worked here longer) tells her that she can't issue me a refund for that item because it is damaged. To me, it seems obvious that I could have a received a refund, she just wanted to give me a difficult time. The sales associate was adamant that they would not accept the damaged item. So, let me get this straight: buy something from club monaco's online store, receive a damaged item instead in the mail, cannot return to clubmonaco's website because the online return policy specifically states that in order to be eligible to return the item it must be NEW (aka not worn/damaged) and guess what, the club monaco store doesn't want anything to do with your online return if it is damaged. This is a particularly troubling issue as it seriously ruins the whole experience of shopping online at club monaco.
I went home and sent an email to club monaco online about this damaged item I received in my order. They gave me these instructions in their email reply: "Due to the damages, the Club Monaco Store must return the merchandise to the ClubMonaco.ca Fulfillment Center for inspection." So, I decided I would bring this email printed out for them to read, and then hopefully I would be on my way to receiving my refund.
I cannot believe how hostile the sales associate that I spoke with was towards me. She read the email SEVERAL times and interpreted the instructions in her words as so: "I don't see what the problem is. So YOU put the return label on your package, and send it back to clubmonaco's online website". She kept disputing with me and told me that I was the one who had to return the damaged item, when really the instructions clearly stated that the Club Monaco store MUST send it back. Either she has some very bad reading comprehension issues, or she was pretending not to understand what the instructions plainly say. The whole time I spoke with her she made it seem like I was being lazy for not sending the package myself, and that I was trying to get her to do something trivial like put a return sticker on a box. HELLO?! I would not have driven to your store just to waste both of our time so that I could receive some of your award winning third rate customer service. So, I explained to her my concern that if I returned it myself, club monico online would refuse to accept it, as they do not accept damaged items as per their return policy. And the instructions specifically say that the actual club monaco store *must* return the damaged item on my behalf... As you can tell, there is a serious disconnect between return policy protocols between clubmonaco online and their retail stores.
Finally she says she will return it for me, but with a disclaimer: "fine, I will place the return sticker on your box if that is what you want me to do, but we will not be liable/responsible if the damaged item goes missing". How is that supposed to make me feel about the whole experience? I am pretty sure that package would magically go missing as she just had a dispute with me. Throughout the whole experience I was humiliated in front of everyone in the store and in the end I did not even get any assistance on the issue at hand.
There is no way I can view Club Monaco and their products the same way. I am done with the brand.
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