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  • I recently was on vacation and picked up a last minute xmas gift for my neice. They had some great deals on Star Wars stuff so I didn't hesitate and I was running out of time. I spent about $50 on stuff knowing that Hot Topic had a great return policy in case I found something different. Long story short, I found something else at a different store and decided I would return the items I bought at Hot Topic, but when I went to return them to my local store in San Jose, CA, the associate insisted that she could not process the transaction because the Hot Topic where I purchased the items was an "outlet" and they had different sales. Not really a great explanation considering how the receipt said nothing about it being an "outlet" and detailed their normal return policy. The associate explained I would need to return it back to an outlet and the closest one was in Southern CA...? I was pretty upset thinking I would be out $50 on Star Wars stuff I didn't want or need. I called the LV location where I originally purchased the items and spoke with Alex. She was great! She told me that the other associate was misinformed and they she would call the other store to talk with them. She insisted she would get me taken care of and would escalate to upper management if necessary. Thanks to Alex I was able to return the items. She was kind and I extremely helpful. Honestly, I was pretty upset about the situation but because of the way she handled it and spoke to me and made an effort to call the other store and explain the policy, she was able to defused the situation fast. If she is not a manager already, I would hope that her manager would recognize her and her excellent service. I have recently been laid off and to be stuck with $50 worth of items I didn't want or need would have been a big dent for me. I have been working in customer service for over 10 years and she is a diamond. Definitley a great associate. Thank you, Alex, for your awesomeness.
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