The actual title of this post was supposed to be
Forever Never 21
but they don't let you do strikethrough in a title. Another thing to be angry about.
Now I better just warn you that I'm still quite upset. Maybe I should wait until this is a month behind me and I'm not so angry. No, that wouldn't be as interesting.
Try using a quote from "Runaway Bride" to try calm me down.
"I don't blame you for being mad. Or furious. Irate?"
"Livid."
Deep breath Heidi. Inhale. Exhale.
This is me.
Let's get straight to my story . . . several weeks ago Kate and I went on a little jaunt to the mall to look for a new coat for mommy. After trying several other stores, we headed into Forever 21, and found quite a good selection. I tried on a few, and found a gray one in a style that I liked. Still not sure though, I decided to buy it, take it home and get Dave's opinion, and then decide for sure.
{Dave said, "That looks just like your other coat." Note to husbands: that is not exactly what your wife wants to hear. But that's not the point of this post. After wearing it for a few more minutes I decided it was too itchy around the neck anyway, and I decided to return it.}
I take the coat back, in the bag, with the receipt, and the girl is very helpful. "Is anything wrong with the coat?" she asks in a very chipper voice.
"No," I reply, "I just decided I don't want it."
"Great," she says, "would you like to exchange it?"
"No thanks," I say.
"Okay, then I can give you store credit."
"No, I just want my money back."
"Well I'm afraid we don't give cash refunds. We only do exchanges or store credit."
"Well, I don't see anything that says that," I answer back, starting to get a little annoyed.
"It's on your receipt," she says smugly, pointing to the no cash refund policy at the bottom of my receipt in small print.
"Oh, the receipt I received after I'd already paid for the coat?" I question, just as smugly.
"Oh, well there's a sign right here . . . well, I'm not sure where it is right now, but it's always right here on the counter."
"Well, I didn't see it."
After this runaround continues for a few more minutes, I finally ask for the manager. The sales rep looks relieved, and runs to grab the manager.
"Yes, how can I help you?" The manager gives me a very condescending look as if she's dealt with people like me a hundred times.
"Yes, I want to return this coat, and I want a cash refund, not store credit."
"Well, we don't do refunds. It says that at the bottom of the receipt."
"Oh, the receipt I received after I'd already paid for the coat?" Sound familiar? And then, I kid you not . . . she said -
"Oh, well there's a sign right here . . . well, I'm not sure where it is right now, but it's always right here on the counter."
"Well obviously it isn't always right here," I say, and now I'm really getting mad. Furious. Let's just skip irate and go straight to livid.
She looks at the bottom of my receipt and says, "Besides, Jason ran your transaction - he's our head cashier, so I'm sure he would have mentioned it."
Did no one teach this lady that the customer is a guest? They have a wallet? They can choose where to spend their money? That you actually want a customer to return? Because I've never worked in retail, but I thought that was pretty obvious.
"Well, he didn't."
The lady wouldn't budge and insisted that since the day Forever 21 opened its doors 25 years ago they've always had a no cash-refund policy. The cash register won't even give cash refunds, she insisted. The encounter ended with me angrily grabbing the gift card with store credit in it for the price of the coat and leaving in a huff. Yep, I left in a huff. I like that phrase, and it perfectly describes how I felt.
But this was not over. I talked to Dave about it and he called Forever 21 (he's better at intimidating people than I am). I'm not sure how he does it, but he is very good at talking people into things, including me. When he called in to Forever 21 headquarters, a district manager agreed to call him this past Tuesday, meet us at the store, and give us a cash refund.
No wait, this gets better. It's now late Thursday night, practically Friday. No call. But we're not quitting until we get our money back. In the meantime, I'll just rant and rave in the blogosphere.
And may I just take a moment to rant and rave about stores that don't give cash refunds? To me that says, "We don't sell quality products" loud and clear. In fact, because they don't sell quality products, they have no faith in their own merchandise, which is why they don't give cash refunds. They believe that given the choice, you'll take your cash and spend it elsewhere, which is why they'll only do exchanges or give you store credit. And they'll put that policy at the bottom of a receipt in small print, and they'll hide the signs that are supposed to be at the checkout counter. Grrr.
I'll keep you updated. In the meantime, you should join with me in my boycott of Forever 21.
