My fiance received a shirt from his mother for Christmas from Hollister. It was a size too small, so we went to the store to exchange the shirt for the next size up. We had a gift receipt for the shirt and produced it to the cashier when asked. She began processing the exchange (for the same exact shirt, only 1 size bigger!) and let us know there was a balance of $16 and some change. I asked why and her response was:
The shirt was bought on sale and is no longer on sale so you have to pay the balance. I clearly believed we were just doing an even exchange. We asked to speak to the manager and the man next to her said that he was the manager and that is their exchange policy. My future mother-in-law then explained that she was told there would be no problem exchanging the shirt if it was too small! He told her that was their policy, then called loudly for the next customer in line.
I grabbed the shirt that was too small and left the store. I contacted their corporate offices to explain to them and was told the same exact policy for exchanges. I let them know that I would never spend another dollar in their store again and hopefully the $16 was worth losing business of over hundreds from even one customer. I haven't heard anything back from them and let them know that I would be filing a report with usacomplaints.com and the better business bureau.
I strongly urge everyone to boycott this store. I have never heard of a company that will not even exchange an item or make you pay additional money for an exchange. Hollister is a crap company that has horrible customer service and lacks any type of skills in this area.
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