Really really disappointed in Second Time Around consignment store

Some of you may recall my situation with the quick-disintegrating shoes I bought at an upscale consignment store in Boston. Here's what happened originally:

http://youlookfab.com/welookfa.....o-wearings

I've been busy and finally had a chance to bring the shoes back there this afternoon.

I spoke to the manager. Her response was that if I could prove that the shoes were fake Tod's by doing some online research, that would be the way they would refund me.

She clarified (because I politely kept on arguing with her) that she ultimately doesn't have authorization to give refunds, so she gave me some higher-up's email address and said she would also talk to them.

I had tried to tell her about customer goodwill, about how this was not an obvious case of me overlooking something like a stain or the typical risk you take in buying something used. It didn't matter. I mentioned that STA should really be giving me a refund on the spot. Well, okay, it doesn't work that way and I'll have to go jump through some hoops.

I'm not sure how the ultimate result will be at this point. I have to sit down and write out the email and wait for a response in a few days. I'm disheartened and kind of disgusted. I've bought many things there and will not be shopping there again if this isn't resolved in my favor. Because as I tried to convince her, I shouldn't have to eat $95 because of some freak thing or a consigner passing off fakes as real high-end goods.

Will let you know what happens.

13 years ago

DonnaF

Veteran

If not a cash refund, I would think they could at least give you store credit!!! It's not like you are complaining about blisters or a flaw you overlooked. How can a consumer discover that shoes will DISINTEGRATE on the second wear? It seems like store credit would demonstrate their good will regarding selling items with hidden defects, and at the same time you would have to give up spending that money elsewhere.

I hope they understand that you have been a regular shopper at STA and thought they were a reputable business.

Best wishes, and I sure hope you don't have to *eat* that $95. I remember how thrilled you were when you originally purchased those shoes.

Sylvie

Ugh, I am so sorry to hear that Mochi! What a pain! I just hate, hate, hate when I feel like I've essentially set money on fire. It's why I'm so loyal (now) to places with a good return policy. The peace of mind is worth it.

Anonymous

You know, it is getting harder and harder to find good customer service. I am really sorry. I hope the email gets the proper attention.

Mochi

Thanks. DonnaF, you're right about the store credit.

Who knows, I might yet get a refund or a credit, if I'm lucky. But I expected more of a conciliatory and apologetic tone at the very least. It's a minor thing in the end, but I still feel kind of victim-y, and rather than stepping up they're doing nothing. The manager even could have just handed me a scarf or a brooch or something, you'd think. Right? Bad, bad, bad for their image.

Caro in Oz

It's so stupid for $95 they are willing to lose a good customer?
Good luck with it all, such a pain.

Transcona Shannon

Stores, whether new retail or consignment/thrift, should stand by their merchandise. Bottom line.

Thistle

Agree with all of the above posters. I am not sure, if I were in your position, that I would ever do business there again even if it were resolved in my favor.

bj1111

yelp or angie's list review.

Jaime

(website)

I hope it is just the sales person's lack of training and the higher level management will correct the situation. If it were just a thrift store (and the price was thus much lower), I could see them not doing anything, but a consignment shop should be responsible for the merchandise. Good luck!

It was the store manager I spoke with, shevia.

They may be getting too big for their britches. They have locations all around the Boston area and NYC, and even have/had a recent reality show on Bravo! I never had a bad experience with them, but consigners and shoppers on yelp have had issues like attitude problems. Thistle, you're right that I may not shop there again.

TraceyLiz65

As a previous Consignment store owner, that response is appalling. It is the responsibility of the store to know how to spot fakes and is in fact illegal for them to sell fakes. If such a mistake were made, they should take full responsibility... I really hope you get a better response than this. So crazy that you have to send an e-mail instead of them taking your info and having the upper level person contact you promptly....

Diana

Ugh. I hope that you manage to get a better response from the higher ups.

You may be right about them getting too big for their britches. I remember way back when they only had a couple of locations, I used to on occasion consign with them (back when they still deigned to accept things from places like Banana Republic and J Crew) and even then I sometimes felt like they were a little condescending. I haven't consigned anything there for ages (I go somewhere with a funkier, more down to earth vibe now) and now I will think twice before buying stuff too.

rae

Wow. Similar thing happened to me just recently, although no fakes were involved. I 100% agree that stores should stand by their merch - unless it's something very low end like Goodwill, where everything is sold as-is and they let you know it with signs to that effect.

Marley

Oh my gosh - I hadn't seen your post about them falling apart until just now. That's unbelieveable! Really - Really hope this is resolved in your favor!

MichelleRhett

Member

Really sorry to hear that! Hope you can have the refund!

ElleH

I'm sorry to hear what happened to you. As Tracey said it is ILLEGAL to sell fakes. Maybe you should mention that to her. I see them all the time in thrift & consignment stores & I know authentication might be too much trouble & then they will stop selling all the authentic bargains we love get our hands. I don't buy them if they are fake. The thing is they are not trying to sell them as authentic where I see them so I don't feel deceived or the need to report them. I think they may not know it is illegal.

Glory

Sorry to hear that. I do not really understand what difference it makes whether it is fake or not - they fell apart in one wearing. Do your best to try and get a resolution - I hope it works out.

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