I went to Burlington Coat Factory on December 18 to purchase a coat as a Christmas gift for my son. Before any transaction was made, I asked the Burlington employee who was to ring up my purchase to explain the store's return policy to me.
The young lady explained to me that if I brought the coat back within 30 days with the receipt and tags still attached to the merchandise I would receive my cash back. So I proceeded with my purchase.
Unfortunatey, my son did not like my choice in coat styles so I had to take the coat back to Burlington Coat Factory on December 23. The same young lady who initally processed my purchase also processed my return. After taking the coat back, the employee stated to me that I would receive my refund in the mail in about 14 days. I was in shock. I questioned why my money would come to me in the mail when that was not explained to me when I made my purchase. The employee simply stated "its store policy".
I asked for a manager. A man named Mr. Jackson came over to me and rudely told me that my refund would be mailed to me within 14 days and that's it. He walked away.
I had to leave the store without my money. Before leaving the store I asked for the corporate office's contact information. I was given a phone number which I did call and was basically told the same thing.
My complaint is this:
Burlington Coat Factory did not have this policy posted in an unambiguous location in customers plane view. The policy is printed on the receipt which is given after the fact. I asked for the policy before I made the purchase. Burlington uses a check system that is an Electronic Fund Transfer so the funds are removed from a customer's account within a few days. The funds actually cleared my account two days after I submitted the check. I am complaining that I should not have been made to wait 14 days or more to receive my money back. As of today, January 14, I still have not received my money back. The store is wrongfully holding on to what belongs to me.
When I contacted the corporate office at Burlington, I spoke to a woman named, Deb (if I remember correctly) who told me that the company has received a lot of complaints like mine and that the employee should have been honest about the refund policy from the begining. She stated that in a lot of cases the workers just don't want to deal with the hassle they are given about the refund policy so they withhold information. She said would call the store to instruct the manager that employees should be told to give customers all information with regard to the policy but that was all she could do.
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