On Sunday 6/20/04 I entered Timoteo Clothing store during the Pride festival and after having marched in the parade. There were some racks of clothes on sale. I purchased two items in my normal size. One of the owners who did the clothing designs was working. He asked if I wanted to try the items on. I said no since I was sweaty and hot from working outdoors. My normal sizes and will try on at home. I ntoices a sign that said "No Refunds." "Exchanges or store credit within 7 days." Should have been my first warning. The owner didn't say anything about any store policy nor did he mention that the clothes are cut extremely small and that a medium shirt elsewehre is an XL at Timoteo.
This is the guy who designs the cloths. I left with my purchase. Two days latter, on Tuesday I returned to exchange for the same items in a larger size. I was promptly greeted with the most pitiful excuse of a store clerk announcing that sale items are final and cannot be exchanged or returned for store credit. I already realized getting my money back was not happening but this was outrageous. The items in the sizes I needed were in fact on the sales rack so it was really just changing sizes of the same items. He refused to do it. Pointing to a small sign with lots of verbage which at the end said "Sale final on sales items. No exchanges or store credit." The clerk also pointed out some fine print on the receipt.
This is a clothes store not jewelry. Hesaid he could do nothing and that the owner was in on Thursday evening if I wanted to do something about it. I became outraged. I went through the story explaining that custoner service is an important part of repeat business yet He had managed to basically tell me to screw myself. I responded that the policy is illegal in my experience and that I would take action. I wsn't comimg back on Thursday. He needed to call the owner right then. He relented and called the owner. The owner finally relented and allowed me to exchange for larger sizes and I agreed to make an additional purchase which I did try on and had to get a XL shirt. The clerk then tells me he wont exchange the shirt I bougt since it was obviously worn and smelled like smoke and sweat. Ok now I'm a lair too. He holds it up to me.
I never wore it. It was too freakin small. I tried to get it on. Couldn't and folded it up and put it back in the bag. There weren't even any wrinkles and sure didn't smell anything. He kept after it but was able to process the transaction for a credit and sale of the larger sizes without a hitch contrary to his original statement. I never ogt an apology and this place isn't cheap. It was a textbook example of everything you do not do in retail or any service situation with a customer. I spend probably $10,000 a year on clothes. Yeah I know but packaging is important. I will never set foot in Timoteo's again. Ever.
Most retial experiences aren't great but this was aborrent. I get better service, accomidation and at least a polite smile at Target. Don't go in. Don't go near the place. This store deserves to be out of business given the distain it has foir cutomers and nothing particularly unique in sale assistance or merchandise to warrant the high prices. Timoteo's motto. The cutomer is always wrong and if they keep insisting insult them until they leave."
0 comments