Issue with Second Time Around "resolved"...but mad anyway!

They never responded to my emails from 10/25 and 10/30. Despite the response to my comment on their FB page, no one called me. So I just now spoke with someone in the Dispute Department at Capital One credit card. He was very nice, understanding and helpful. I explained the situation and he said that the angle we should work is to get an expert opinion on whether the shoes are authentic Tod's or not. That would have a much better sway with MasterCard, since technically products from STA are final sale. But first he wanted to try speaking with the store manager himself. He said he'd talk to her and then add me in to conference. So I was put on hold and after a brief period I was added to the conversation.

The store manager said she would give me a store credit for the amount of the purchase, in the form of a gift card. She did not sound the least bit apologetic. She did say sorry, but it was, "Someone was supposed to call you back this past weekend, but it must have fallen through the cracks. Sorry." After she dropped off the call, the Capital One guy and I agreed that she was defensive and did not sound like she really cared at all, and probably that she would not have been so cooperative had he not been involved.

I know it's not productive and at this point I've technically been successful, but I'm upset and disgusted about this. I will use their store credit and then NEVER buy a single thing from Second Time Around again.

Moreover, I would probably not buy "pre-owned" footwear again. I tell you, my shoes looked spanking new when I bought them. There's no way to see all these structural issues with the eye. Your own mileage may vary, but I will pass from here on.

I have no problems if people want to email bomb STA (I would, too, and will do the same for anyone else here who's ever a victim of wretched customer service). I do ask that you wait till I give the green light....I want to make sure I get to the store and get that gift card!

Oh well. They suck, but I'll move on from here.....

13 years ago

Suz

(website)

Veteran

That sounds really disappointing.

My husband has always been big on recycling kids' wear of all kinds, and we happily accepted (and then recoiled) donations of kids' clothing.

The one item he would NEVER buy or accept second hand for kids was footwear.

I guess he had good reason!

I've been lucky; I've twice bought shoes from my local consignment. One a pair of Clark's Mary Janes and one a pair of Timberland boots. Both were authentic and have served me well. But I admit I am especially careful about footwear and would far prefer to buy it new.

Anonymous

To be honest, you are a saint Mochi. I would have never accepted the store credit, since I am still obligated to go and find something I like, plus I swear, I end up spending more than the store credit 90% of the time, but I am glad at least they are giving you something instead of NOTHING. Seriously, I sometimes just need to move on... closure is needed in situations like this!

Good to know, I promise not to buy anything from them, in solidarity!

Mochi

Thanks, Zap. They have stores in Soho and probably around Manhattan. Fools. I hate to say it, but knowing me and my tendency to want to get to the bottom of things, I may still try and find a place in Boston that does sell Tod's and see if they think they're knock-offs. If so, I have no idea what I'd do with the info. Too bad. I have loafers with gorgeous patent-leather uppers that are completely decaying in the soles. I have to toss them. Blah.

rae

I completely understand why you are still mad, Mochi. I am like Zap, I probably would not have accepted the credit. On principle, I would NOT want them to retain my hard earned money and continue to profit off of me after service like this. But yes, if it will cause you more grief at this point, sometimes it is best to cut your losses and move on. :T

Transcona Shannon

Well it's good you're getting something back but definitely poor service. Like you, I would never shop there again.

Diana

Ugh, that is so annoying. I'm sorry you had to go through this. I will not be shopping at STA in the future.

I would suggest that you also write some reviews on Yelp, etc, as well as possibly filing a report with the BBB if you have not done so already.

ETA: I've always been wary of buying used shoes, since I have fussy feet and do not want shoes that have conformed to other people's foot shape. But if I remember correctly, these looked like they were unused with almost no wear, right?

Thanks. I just wrote that yelp review (thanks, Diana!) and then linked to it on my FB account. They are morons. Ladies, social media is very powerful and we should be taking full advantage of it.

http://www.yelp.com/review_sha.....gWDowqmLRw

(ETA: Am I being ridiculous over this? People are homeless from the hurricane...I'm also very anxious about tomorrow's elections...all of them. Just why are people such jerks?)

They certainly "did you wrong" as they say here in the South. I have never done business with them, and definitely won't in the future now that I know how they mistreated you. If I were you, I'd make it a point not to spend any more $ than the amount of store credit they gave you, and I'd never buy previously owned shoes ever again. It's just not a good idea.

Janet

I don't think you're being ridiculous about this at all. Anytime we pay good money for a bad product or service, and then let it slide, we chip away at the integrity of all business by sending an unspoken message that the practice is acceptable. Kudos to you for following through, and letting others know about the experience.

Gaylene

I think you have received all that this company is willing to give you, short of legal action which may, or may not, be an option.

That said, I'd toss the shoes (you don't need them in your life), chalk it up to a "life-lesson", and move on. These things happen from time to time to all of us, but it's not worth feeling upset because others don't behave the way we expect they ought to in these circumstances. Personally, I'd vent in private (and on this forum), collect my store credit, and then, nicely, explain why, once I'd used up the credit, I would not be shopping there again.

Ultimately, STA did a very dumb thing. They changed their policy to give you a store credit (a nice thing), but then lost you as a customer--and everyone who hears your story. If they had apologized and offered the credit immediately, you would have stayed a loyal customer--and told everyone what a wonderful company they were. Same action, but totally different outcome. Why do businesses shoot themselves in the foot by acting so stupidly?

Isabel

I don't think it is silly to go to this length and then to post about it. Some of these places simply will not take responsibility until something like this happens. This is the REAL free hand of the market working : treat a customer badly and you could and should be slapped by the hand.

I accepted the store credit, I think, because the guy from the credit card company was on the line as well and he had been nice and helpful to me and was expressing his opinion to us both that this was a win-win. In hindsight, I don't think he was trying to pressure me, he simply saw this as a fair resolution, but I myself agreed to it when I wouldn't have, had he not been involved. Oh well.

biscuitsmom

Im sorry to hear this didnt go as well as we all hoped, but glad you got something out of the deal. Have you contacted your state's DA office about this ? I would, given their 'offer' before you use it. Usually, in my experience, if they hear the DA's office is involved they snap shit....if not, I would use the credit and nothing more. I will share your experience on my FB page, and encourage others too, also, if you dont mind

Please feel free. I may or may not email the company and mention the yelp thing...but at this point, I'm ready to move on and let them lose a small sliver of revenue. I'm sure they don't care. Reading previous yelp reviews from both shoppers and consigners, it seems they left a lot of disgruntled women in their wake, and eventually it could come back to bite them.

Caro in Oz

I think you did the right thing. Imo it is really important not to let businesses get away with appalling customer service, never mind selling dodgy goods. If we don't complain about them how will they ever be made accountable?

Hey, it is not that you are a cop out or something for taking the credit. I just think that offering the credit is not going to wow anyone, at least not me, after all they put you through. Had they done that when you first approached them, I would be singing a different tune.

And heck, I know there are bigger worries in the world, but I think I am allowed to worry about the small stuff as well. :p

I am just glad you saw some resolution after all the hell you went through, and yes, I would be fuming, and yes, you will move on. In the meantime, vent away!

Category