My 13 yr old nephew purchased 2 baseball caps at the Pro-Image store in the Lakewood, CA mall totalling over $75 the evening before he was to leave with his family on vacation. Once home, he decided he did not like how they fit, I told him to leave them with me and I would return them for him.
I went to the same Pro-Image store 3 days later with the items still in the bag unused/unworn. The person behind the counter asked if I wanted exchange or store credit, to which I replied I wanted the cash back. She then said they don't do that, any return is store credit or exchange only. Had I known that before hand, I would never have allowed him to purchase anything in that store.
She then went on to tell me that my nephew had been verbally informed of the policy when he purchased the items. Hmm... Since he was not with me when I went to return the items, am I to assume that she remembers each and every customer or even more implausible, that each and every customer is verbally informed of the policy upon check out? I highly doubt that, I know for sure there would be a lot of missed sales if each and every person who walked up to make a purchase was told that if they change their mind about their purchase they were out of luck unless they want store credit or exchange.
I told her that my nephew had paid cash and that it was unfair for them not to return cash as the items had not been used. To which she stated the return policy is on the receipt... (Um yeah alot of good that does... You don't get a receipt until you have already handed over your cash!..) I asked for the manager and she said she is the manager. I asked then for HER manager and she said he is not in. Ok I said can I have his name so I can call and talk to him. NO she replied we don't give that out... Can you tell me when he will be in the store so I can come in to talk to him. No. She stated that the only way I could talk to anyone other than herself is if I left MY contact information with them. I then asked for the number to their corporate offices and she told me they don't give that our either!
The return policy is b.S. I could understand if the items were sale items but they were not, and the "policy" of not letting dissatisfied customers speak to someone in authority seems a bit like they are hiding... I guess I would hide too if I were getting as many complaints as Im sure they do get regarding this issue.
Once they get your money in hand, customer service at Pro-Image ends. I will never spend another penny there and I have posted their ridiculous policy on as many online boards as I can in hopes of preventing other people from being legally robbed by this unscrupulous store policy.
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