I received a new catalog in the mail from a company called Devi Outdoor (which is part of a larger company, Mountain Gear). I saw a dress I liked and ordered it. Upon arrival of the dress I tried it on, twice, once on one day and once the next day. Both times I felt it wasn't right for me. I folded it up and put it back in its bag, filled out the return information and returned it.
I received a letter with a credit to their catalog/online site saying it had deodorant stains. I was dumbfounded because I probably had the dress on a total of 5 minutes and (2) I don't use deodorant that rubs off. They obviously believed I had worn the dress (tags attached) and was now trying to return it.
I called, thinking it was a mistake.
The woman I spoke to, Tara, said no, that the returns department said it had stains. She pointed out that I had the dress for 10 days before I returned it. I told her that their return policy had no time limit and besides, it was 10 days from the time I had received it. That seems like a reasonable amount of time to have an item and return it. I asked for a supervisor.
I got this guy who was very polite and nice but stood by the returns department. I pointed out what their website states:
"Satisfaction Guaranteed On Every Purchase
We guarantee every product we sell. If one of our products does not meet your expectations during its useful life, we promise to repair it, replace it or give you a refund.
Items may be returned for a full product refund if new and in original packaging. We suggest you ship your return package via UPS and insure it. All return costs are the purchaser's responsibility. Mountain Gear will pay for ground shipping fees on outbound exchanges.
If you ever have a question on anything you bought from us, please let us know. If you're not happy, we're not happy."
He said the satisfaction guarantee was only if I KEPT the item. I asked what about the "if you're not happy, we're not happy." He said giving me a credit was the best they could do.
Obviously, they don't stand by what they say. I can't imagine ever buying anything from this company again. He said that he had tried to work with me but obviously, nothing but a full refund (minus shipping) would make me happy. I said he was right but he said said no.
A company is only as good as its word and Devi Outdoor/Mountain Gear is not.
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