I've been shopping with Smooches for at least a couple of years now and this is the first time I've encountered such a problem! I purchased an item in their physical store thinking it was what I was looking for since it's almost identical to what I was looking for only to discover when I got home it was not the same product! I immediately drove back to the store to explain my mistake and ask to exchange it, since the product was unopened. I was told the employee that helped me would have to do the return and to come back the next morning. I was assured by the employee that they would gladly do an exchange since the item was unopened. Late that night I went to their website and noticed the item I purchased was 50 % discounted from what I'd just payed in their store so I printed it out and the next morning when I drove back to the store I asked if they would honor the price. I was greeted by an unfriendly employee who explained that they did not accept returns or exchanges which I failed to notice before I purchased the night before. I told her the young man who I had spoken to the night before told me I would have no problems doing an exchange since the item was unopened. She gave me the run around and after looking herself online realized they had my item posted online for half the price. She called her store manager and explained the situation and he told her to wait for him to arrive before doing anything. So after waiting 15 minutes he promptly comes in and tells me right away he cannot help me and that they do not honor online prices. At this point I was inpatient and did not want things to escalate so I kindly left the store unsatisfied before I lost my temper. I called later that afternoon to get information on the owner or someone above the store manager I had dealt with so I could speak with someone more willing to help me. I was told they knew nothing about the store owner, they would not give me his name and they were reluctant to give me their full names!!! So I went back to the website and filled out the contact form on their website asking for contact information for the owner. The website states they will respond to all inquiries no later than 24 hours after submission. I've been waiting all week for a reply to no avail! I am so upset that Smoochees is not more willing to help me be satisfied with their business! I was told by the employees that they've taken much larger returns before and also that they may be unwilling to help me because 'Smoochees doesn't like giving money back to the customer!' If nothing else, I would just like the employees to handle problems in a professional manner and apologize for my dissatisfaction! I will no longer be giving Smoochees my business, and I discourage anyone reading this to shop there. You would be a much more satisfied customer shopping elsewhere and getting better service!
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