Second Time Around giving me the run-around

Mochi

As advised by the store manager, I emailed customer support on 10/25 and followed up on 10/30. There is no phone number. Any suggestions? I suppose I should call the store back again...but the manager was a very pass-the-buck type of person so I'm not expecting much.

This is starting to be really annoying. It's a $95 pair of shoes, for pete's sake. I may end up calling the Division of Consumer Fraud or whatever it's called if this doesn't get resolved soon.

13 years ago

General

13 replies

Latest reply was from Mochi

Carole

Veteran

I must have missed the original thread on this, Mo, but did you use a credit card to pay...you can always dispute the charges on a major credit card.

13 years ago

Mochi

Veteran

Hi. Well, the purchase was back in August so it already got paid out...could they credit it back into my account at this point? I've never done anything like that.

I will call the cc company for advice. Thanks for the suggestion.

13 years ago

rae

(website)

Veteran

Here's the company website:
http://www.secondtimearound.ne.....ct-us.aspx

Looks like the crux of their business model is upscale branding - who else feels like email bombing them to say how disappointed we are in their service and how we cannot trust the "upscale" wares in their stores to be genuine? >:^)

13 years ago

Carole

Veteran

I don't think it's too late at all! I used to work for a bank and we handled this type of thing all the time. If you have tried to resolve the issue without a satisfactory result that is the next step. Just call the credit card company and tell them you need to dispute a charge.

13 years ago

Suz

(website)

Veteran

DISPUTE it!!! That was so unfair, such a mess, and they need to hear about ti. Don't let it disappear. At this point it is about protecting other customers!!

13 years ago

CocoLion

(website)

Veteran

What a hassle! And how awful that your shoes fell apart like that, I checked the pictures and was aghast!

I once got the run around on a case of aprons I ordered from a supplier. It was never shipped or at least received, although we paid for it. After some ignored emails, I finally told them: if this is not resolved, if I do not receive the aprons, I will have to unfortunately start a dispute / chargeback. A dispute/chargeback penalizes retailers (I know this because we've had one at the restaurant). It can increase the rate the bank charges to process credit cards. This polite threat got action finally. So giving them one more chance before you contact the bank is what I suggest.

Another thought -- would you be open to offering a store credit as an acceptable resolution to this problem? I would tell them that I hope to return to your store as a shopper and receiving a store credit for the amount of these defective shoes would restore your confidence in them and encourage you to come back and shop.

The reason I think a store credit is reasonable is that you knew this store does not offer returns or refunds when you purchased this. Does that make sense? Of course, this is entirely up to you but it may be easier for them to swallow as I am sure they already paid the consignor their share of the $ 95 sale.

Good luck!

13 years ago

Mochi

Veteran

Thanks, everyone. rae, I would be totally agreeable to mailbombing STA if they don't come through. I just posted the situation on their Facebook page. That their customers read. They could just delete my post, so I'll need to check back. And today I'll also give the credit card company a call to see what they say.

CocoLion, I understand that a store credit is better than nothing and I would have accepted it (maybe still would). But the amount of time passing without a response is irking me at this point. I thought it might be Sandy-related? But I think their HQ is in Boston, which didn't have any damage to speak of. Plus my first email to them went out about four days before the storm hit.

(Now I'm venting. Back when my daughter was about ten, I bought a birthday cake for her from a local bakery that made high-quality baked goods. For some reason the cake had gone bad on the inside (it looked fine when they sold it to me, of course). I brought it right back and the owner ran to the cash register and gave me my money back and extra. And she stuffed this box full of cookies for me to take with me. She couldn't have been more apologetic (and I was being very nice and understanding--no confrontation whatsoever). Of course I continued to buy things from that bakery; it was just this flukey thing that had occurred.

If I get a store credit from STA, that's the last time I'll be going to one of their stores.

13 years ago

Mochi

Veteran

Generally speaking, I'm so down with the idea of YLF as an emailbombing force in cases of bad service. I had actually shown the store manager the site with my complaint and the ensuing dialogue from all of you. I'm surprised it had no impact on her whatsoever. It's really obtuse thinking.

13 years ago

Raisin

Veteran

I did a CC chargeback a couple months ago for a site that didn't send my merchandise, and told me it was out of stock, but would never give me my refund. I suggest to call your card company and try that. They did mention about it being done before 30 days, but I'm not sure if it's not possible after 30 days, or just a different route. It was very simple though, I explained what happened, and they credited it back right that minute. The company has the right to dispute the credit back, but I had all the emails, and they never came back and said a thing.

13 years ago

Mochi

Veteran

Hold off on the email bombing for now. I got a follow-up on the comment I posted on their Facebook wall. They say the store manager will be in contact with me later today.

13 years ago