The Finish Line store at the mall

[Cosmos Human]

My daughter bought a pair of high top tennis shoes about 1-2 weeks ago at The Finish Line at Great Lakes Mall in Mentor, OH. She thought she would like them, she came home put them on again and didn't like them, had them on for about 5 minutes. Stayed in the home and on carpet the whole time.

 

We took them back to get another pair today, however they had nothing in her size at all that she liked. The store assistant manager would not accept a refund. He had a horrible grin on his face the whole time. He was mean and crude and extremely rude. He was practically laughing at both of us. I felt so embarrassed and worthless at his actions. Accused my DD of swearing, I thought my daughter was going to have a psychiatric meltdown.

 

I get their catalog all the time and my DD did not see anything she liked. My DD, who is disabled was extremely upset. Upsetting a child like mine who has multiple mental health issues is not wise, trust me! There was nothing wrong with these shoes. They are "Baby Phat" patent leather hi-tops. The minute you put the shoes on they crease. That is the nature of patent leather.

 

I called the number on the back of the receipt to open up a complaint with a district manager. I was told I would receive a call in 1-3 business days. I'm not holding my breath. I have lost faith in the corporate world. It is just all about the money.

 

We went across the mall aisle to Foot Locker and told the manager what just transpired. We had her look at the shoes and she said that the shoes were in perfect condition to be sold, not used at all. Foot Locker does not carry that brand of shoe. My DD found a pair of Nikes that The Finish Line did not have and she bought them, the manager even threw in a pair of insoles for free. What a nice manager and very generous as well.

 

As G-d is my witness, I will never, ever buy anything from The Finish Line.

 

My daughter is on SSI and is lucky to be able to afford new shoes. I have not been able to get her any shoes this year. The shoes with tax were about $50.00 and change. That is a lot of monery for her. She is so concerned about her looks and worries how others look at her, is a self esteem issue.

 

What are my chanced that Visa will side with me and/or a district manager will credit her account? It is a checking account that her SSI checks go to, I am the holder of the account as an authorized representative. The card was used as a credit card, not a debit card. NCB said to call Visa, which I did.

 

I can't begin to tell you how much money I have spent at that store and on-line as well.

 

Since I used a Visa to purchase the Finish Line shoes I called them when I returned home, but the CS rep told me that department does not open until 9am, and that is when I will call.

 

I know I can file a complaint to escalate this if nothing is done. There is http://www.planetfeedback.com and the Ohio AG, the BBB.

 

I hope it does not come to that. I know to some that these shoes cost a lot of money and someone on SSI should not be buying shoes like these, but try to explain that to my DD who has multiple complex health issues.

Edited March 10, 2009 by Cosmos Human

[Tigz]

Did the store have its return policy listed in plain view? If it said returns for exchange only, there isn't much you can do if she didn't find a pair there that she could exchange for.

 

As sad as it is, perhaps it will be a good lesson on making sure she wants something before making the purchase.

[Cosmos Human]

The return policy was stated, in store and on the receipt. We did not violate the policy. The shoes were unworn and I should have had the Visa credited for the full amount. They violated their own policy by not crediting my Visa.

 

Their policy stated that new and unworn merchandise will be credited back to the account which was used to make the purchase.

 

I am going to make this personal for my daughters sake who does not have the ability to fight.

Edited March 10, 2009 by Cosmos Human

[Stryker]

I know that exact store... LOL. Mentor used to be my stomping grounds.

 

I, for one, love corporate contacts. I would exhaust those options first. They should fix the issue with little problems. They assistant is an salamander. Keep in mind that they usually do not understand the customer service concept. The manager at the competitor does. Those in-soles and CS just made him more money down the line.

 

As always, I am a fan of email communications; they force actions, and are recordable.

[Cosmos Human]

I know that exact store... LOL. Mentor used to be my stomping grounds.

 

I, for one, love corporate contacts. I would exhaust those options first. They should fix the issue with little problems. They assistant is an salamander. Keep in mind that they usually do not understand the customer service concept. The manager at the competitor does. Those in-soles and CS just made him more money down the line.

 

As always, I am a fan of email communications; they force actions, and are recordable.

 

Thanks for the advice, I am hoping that someone calls me tomorrow. If not, I will call. I'll give them until 2pm. Right?

 

I doubt they want to be on PFB, or with the Ohio AG.

[Tigz]

If that is their policy, I don't see why he denied you. Is there a time limit on it? (30 days?)

[Cosmos Human]

Nope. Shoes bought 2/28/09. Must be returned with 45 days. Receipt expires 4/14/09.

[Tigz]

Nope. Shoes bought 2/28/09. Must be returned with 45 days. Receipt expires 4/14/09.

Then go after them with both guns....no excuse for that.

 

I do know that some stores have weird return policies (learned that rather young when I tried to return a pair of jeans that I hadn't tried on before purchasing). But if this store has a full refund policy and didn't adhere to it....I'd be going after them too.

[Cosmos Human]

It begins tomorrow...I'll keep you all updated. I need sleep now, night.

[WBOTM]

What are my chanced that Visa will side with me and/or a district manager will credit her account? It is a checking account that her SSI checks go to, I am the holder of the account as an authorized representative. The card was used as a credit card, not a debit card. NCB said to call Visa, which I did.

Cosmos Human, you might check with your issuing bank to see if your Visa has return protection:

 

http://www.creditcardguide.com/creditcards...protection.html

 

Not to worry. If you charged the sweater to your American Express credit card or certain premium Visa credit cards, you can take advantage of the card’s return protection service. This service will reimburse you for items purchased within 90 days of purchase should you be dissatisfied with the item—for any reason—and if the retailer won’t accept the return. The benefit limit is $250 per item for Visa credit cards and $300 for Amex credit cards, both with a maximum of $1,000 annually per card account.

Good luck!

[sirrowan]

If you violated absolutely no policy that is clearly stated on either the receipt or posted in the store (I'd go back and take a picture with my cellphone so they cannot change it)....then I'd call the local news station and tell them how they treat disabled folks......

[Tigz]

What are my chanced that Visa will side with me and/or a district manager will credit her account? It is a checking account that her SSI checks go to, I am the holder of the account as an authorized representative. The card was used as a credit card, not a debit card. NCB said to call Visa, which I did.

Cosmos Human, you might check with your issuing bank to see if your Visa has return protection:

 

http://www.creditcardguide.com/creditcards...protection.html

 

Not to worry. If you charged the sweater to your American Express credit card or certain premium Visa credit cards, you can take advantage of the card’s return protection service. This service will reimburse you for items purchased within 90 days of purchase should you be dissatisfied with the item—for any reason—and if the retailer won’t accept the return. The benefit limit is $250 per item for Visa credit cards and $300 for Amex credit cards, both with a maximum of $1,000 annually per card account.

Good luck!

That is good and all for getting back the money.............

 

But sometimes you just want to go for blood and watch the pig squeal.

[punkinbee59]

We took them back to get another pair today, however they had nothing in her size at all that she liked. The store assistant manager would not accept a refund. He had a horrible grin on his face the whole time. He was mean and crude and extremely rude. He was practically laughing at both of us. I felt so embarrassed and worthless at his actions. Accused my DD of swearing, I thought my daughter was going to have a psychiatric meltdown.

 

 

That is good and all for getting back the money.............

 

But sometimes you just want to go for blood and watch the pig squeal.

 

yup! that guy does not deserve to hold a job while making fun of disabled people!

Edited March 10, 2009 by punkinbee59

[WBOTM]

That is good and all for getting back the money.............

 

But sometimes you just want to go for blood and watch the pig squeal.

Maybe the OP can do both.

[Cosmos Human]

I just got off the phone with NCB Visa dispute resolution CS rep. She was very nice.

 

I filed for a credit, and she said it would show up in the account in 2-3 business days, but....it could take 3 months for the whole process, they can dispute and deny....and I can dispute and deny as well.

[Stryker]

Good!

 

Keep in mind that dealing with the corporate office would probably have gotten you some goodies AND superior customer service.

[mason]

Could you try returning them to a different location? Usually, you can take things back to any store location. You just may end up with a nicer clerk that will just do it without any trouble. And THEN, once you have the money back, raise HELL with the corporate office. I'm mad for you.

[NeverQuietHere]

I'm having a similar issue. First, let me say I feel so bad for your daughter having to listen to that cocky store employee. I would do as Stryker suggests and go to the higher ups. Call a different Finish Line and get the District Manager's phone number. Get the address for HQ and write a letter.

 

Sportsfanattic is a sports store in our area (I don't know if they are all around). Anyway, our hockey team got new jerseys this year. I got my husband the jersey after Thanksgiving and they told me I could exchange it no problem for a bigger size. Well, here it is, the beg of March and they STILL don't have his size in stock. I asked the lady about returning it and she said no way. I am irate. I can get it online, with free shipping and handling and it's in stock. She told me it's been over the 60 days and I am peeved because I was told they would have the size in stock by the end of January. So, I'm trying to decide what I am going to do. I told her she could call corporate to get an authorization for me to return it if she had to. I don't think it's right that my husband has this present that's sitting here that he can't even use and then now because of their store not getting his size in, we can't even return it?

[Cosmos Human]

I'm having a similar issue. First, let me say I feel so bad for your daughter having to listen to that cocky store employee. I would do as Stryker suggests and go to the higher ups. Call a different Finish Line and get the District Manager's phone number. Get the address for HQ and write a letter.

 

Sportsfanattic is a sports store in our area (I don't know if they are all around). Anyway, our hockey team got new jerseys this year. I got my husband the jersey after Thanksgiving and they told me I could exchange it no problem for a bigger size. Well, here it is, the beg of March and they STILL don't have his size in stock. I asked the lady about returning it and she said no way. I am irate. I can get it online, with free shipping and handling and it's in stock. She told me it's been over the 60 days and I am peeved because I was told they would have the size in stock by the end of January. So, I'm trying to decide what I am going to do. I told her she could call corporate to get an authorization for me to return it if she had to. I don't think it's right that my husband has this present that's sitting here that he can't even use and then now because of their store not getting his size in, we can't even return it?

 

Oh my! I still am waiting for a call from corporate. Perhaps tomorrow. There is another store at Richmond Mall, but too far right now to go, I'll try this weekend if I get no satisfaction from corporate.

[Stryker]

We consumers need to understand the power we wield. Retail establishments need your dollars. They bend over backwards to cater to people with questionable stories all the time; stories like these, with honest people and honest issues, should be attended to quickly.

 

The principles of goodwill with regards to credit repair are even more potent in cases like this. Find a number or an email and call a corporate executive. The blokes at the stores don't care. They are not vested. The front level CSRs aren't vested. Take it to the people who are.

 

Any executive with a lick of sense will jump all over this to make you happy.

[punkinbee59]

We consumers need to understand the power we wield. Retail establishments need your dollars. They bend over backwards to cater to people with questionable stories all the time; stories like these, with honest people and honest issues, should be attended to quickly.

 

The principles of goodwill with regards to credit repair are even more potent in cases like this. Find a number or an email and call a corporate executive. The blokes at the stores don't care. They are not vested. The front level CSRs aren't vested. Take it to the people who are.

 

Any executive with a lick of sense will jump all over this to make you happy.

 

sometimes it makes sense to go over everyone's head and go straight to the top. only after she had exhausted every means to get this resolved. let's see if the Richmond store will be kinder to her. if not, then she'd go straight to the CEO.

[Stryker]

We consumers need to understand the power we wield. Retail establishments need your dollars. They bend over backwards to cater to people with questionable stories all the time; stories like these, with honest people and honest issues, should be attended to quickly.

 

The principles of goodwill with regards to credit repair are even more potent in cases like this. Find a number or an email and call a corporate executive. The blokes at the stores don't care. They are not vested. The front level CSRs aren't vested. Take it to the people who are.

 

Any executive with a lick of sense will jump all over this to make you happy.

 

sometimes it makes sense to go over everyone's head and go straight to the top. only after she had exhausted every means to get this resolved. let's see if the Richmond store will be kinder to her. if not, then she'd go straight to the CEO.

 

Not the CEO. He/she will most likely dump it down.

 

Me? I consider the opportunity to return the merchandise (when they mistreated the daughter) as exhausting every means. My next step would be to contact PR and Investor Relations. I gave your employee a chance to wow me. Do you want to fix it now, or do you want to hear about it on Twitter, or on my blog?

 

Mid level exec is fine... I have never had to contact the head honcho.

[Battle_of_Evermore]

We took them back to get another pair today, however they had nothing in her size at all that she liked. The store assistant manager would not accept a refund. He had a horrible grin on his face the whole time. He was mean and crude and extremely rude. He was practically laughing at both of us. I felt so embarrassed and worthless at his actions. Accused my DD of swearing, I thought my daughter was going to have a psychiatric meltdown.

 

 

That is good and all for getting back the money.............

 

But sometimes you just want to go for blood and watch the pig squeal.

 

yup! that guy does not deserve to hold a job while making fun of disabled people!

 

Disabled people get smacked around by 'normal' people all the time. Even if it is not by retail employees.

[GEORGE]

Did you use a CREDIT CARD???

 

You could do a charge-back for refusal to return it

 

"IF" the credit card company agrees

[Cosmos Human]

Did you use a CREDIT CARD???

 

You could do a charge-back for refusal to return it

 

"IF" the credit card company agrees

 

 

Yes, George, I used a CC, and have filed for a charge back already. I posted yeasterday @ 8:43am.