I recently ordered 3 bras from your company and upon trying them on I was very happy with the way the Wacoal bra fit me. I wore the bra one day and at the end of the day noticed that I had a red mark under my arm where the wire was digging into my skin. Today, I had a rather poor experience with your "customer service" department.
After explaining my situation to Karen, she told me that the policy was as stated and there were no exceptions to returning worn merchandise. At this point I asked to speak to a supervisor. Karen put me on hold and then came back on the phone and told me that upon speaking to her supervisor, there was nothing they could do. I asked to speak to her supervisor directly and she hesitatingly got Latoya (or a name similar to this); her supervisor, on the phone.
After explaining my situation to her, she told me that the policy is that "they can not take worn merchandise back, because you sell underwear." She then told me that she was listening to the conversation while I was talking to Karen and that I was lying about how many times I wore the garment. I am extremely upset with my experience shopping with your company.
Firstly, I was not treated with a level of service that was courteous or helpful and secondly in order to maintain any sort of repeat business with clients I would recommend you reevaluate your definition of customer service and make sure you have the right people in the right roles. I work in this industry and I would be appalled if any of my employees treated customers the way I was treated. You should stand behind the product you sell, if you don't... Don't sell it!!! Please get me regarding this situation and what exceptions you can make in order for me to return a bra that is ill-fitting.
And attached is their response...
Hello Bianca Thank you for your feedback. I do apologize if you feel our staff was not courteous to you. As LaBresha, my customer service manager, tried to explain, we sell underwear. So, this category of apparel requires careful scrutiny for returns. Our return policy clearly states that items you wish to return should be in new condition and with their tags on. You have worn this garment, and removed the tags. This therefore precludes you from returning this garment to us for a refund. For future reference, here is our return policy in total: http://www.herroom.com/returns. Aspx Thank you for shopping at www.HerRoom.com / www.HisRoom.com. Sincerely, Tomima Edmark President
(Although the message is signed from the Tommina Edmark-President, it came from another customer service representative, [email protected], Jacqueline Wells).
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