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From first-hand experience, I can tell you those stores have done these exchanges. And I might even agree with you that those might be exceptions, but that is precisely the point. Those stores went out of there way to make sure a client was satisfied. In this situation, I was not even asking for my money back or an exchange. I was willing to pay the difference for a more expensive shoe. I was willing to give Sid more of my money to continue being a customer.
I mean, that's fine. But the store isn't wrong for not taking back used goods. Imagine the headache that would cause for retailers if that was a possibility.
If you were a store owner with millions invested in inventory, would you start just taking back used goods? On the promise that some new customer will come back again? Think of the loopholes that would open up to anyone and everyone who feels like returning a purchase because they changed their mind.
Sid Mashburn can't just resole the shoes, by the way. That would make them even worse than they are now because they'd risk slipping the gemming people scream about here.
Honestly, it's bizarre that you would chalk this up to Sid Mashburn's "bad customer service" and not just Allen Edmond's unusually good customer service. Those are not related. The fact that AE goes above and beyond what 99% of retailers do doesn't mean that those retailers are acting unreasonably.