Nine West Shoes: Do What is Fair & Right! sign now

On Sunday November 29, 2009, at 7:00 pm I purchased a pair of black boots from Nine West at Yorkdale Mall, at a price of $305.10.

A salesperson by the name of ___ assisted me. When I was ready to make a purchase, she took the boots to the back to spray them and returned to the front of the store with the boots already in the box.

While walking in the mall I decided that I should return the boots. At 7:20 pm I returned to the store to get a refund. The original salesperson and another refused to give me a refund claiming that the shoes were worn.

They both accused me of being dishonest by returning a pair of shoes that were already worn. I insisted that I speak to the manager and they refused to comply with my request. They also refused to provide me with the managers name. Finally, the salesperson called the manager on the phone. The manager refused to speak to me because it was his day off. I left my name, number and boots at the store, hoping to receive a call to resolve this issue the following day.

At approximately 7:30-7:45 pm I spoke to three security guards. They reassured me that they can check video footage to prove that I was in the mall between those given times and that I was carrying the same bag from Nine West.

The morning of Monday November 30, 2009, I spoke to a Representative at customer service. Later that same day, I called the District manager of Nine West (since I hadnt received a phone call from either the store manager or the district manager to resolve this issue)

Both the District Manager and the Retail Operations Manager told me that I would not be receiving a refund because the boots had been worn.

I asked the Manager to trace where the shoes were first sold. He informed me that the same style and size of boot was returned to the Bayview Village location and was then transferred to the Yorkdale location. However, he also said that there is no way to prove that they were the boots sold to me. I faxed a letter to the V.P of Merchandise and the President and CEO explaining the situation. I also spoke to Yorkdale security who stated that they found footage of me and my husband on the evening of Nov. 29.09.

Thursday December 3, I received a call from the V.P and she stated that I wouldn't be receiving a refund as Nine West policy states "no refunds on worn merchandise" and that there was no way that worn shoes were sold to me. I told her that the security supervisor was reviewing cameras to prove my innocence. She said she was not interested in viewing the cameras and said she would contact security herself to tell them to stop reviewing the cameras as it was not necessary because a decision had been made. However, she said she will be investigating the employees and will contact me by Dec. 9.09.



Wednesday December 9, 09, I did not receive a call from VP as promised. Instead, I received a message from the Retail Operations Manager stating that no refund will be made.

Friday December 11, 09, I went into Nine West at Yorkdale Mall. The boots were not there but at the head office. I left my personal information so that they could ship the boots to me.


On Saturday December 12, 2009 Yorkdale Security left me a message apologizing that they had no footage of my husband and I at the Yorkdale Mall on Nov. 29. 09, contrary to what he stated on our Dec 2nd conversation. That same day, I called Yorkdale Security back and left a message but the gentleman there never returned my call.



How convenient that the investigation took longer than 14 days, the amount of time given to get a refund or exchange on a product. I have called other Nine West locations and it seems as though there is no consistency from store to store. One store offers to fix any damaged shoes.

What happened to customer service? Offering refunds and exchanges is a critical part of developing and maintaining good customer relations. It is clearly stated in the Consumer Protection Plan that a customer has the right to cancel an agreement and have their money returned if the vendor has made a false, misleading or deceptive representation about the goods or services one agreed to buy. The salesperson was the one who sold me damaged goods. She is the one who made a mistake and I do not find it right that I have to pay for someone elses mistake. This incident has caused me a great deal of stress and aggravation, something that could have been easily avoided if the employees were doing there job correctly.
The salesperson did not ask for my name to input it into the computer (a normal practice at Nine West). Instead, my receipt has another customers name on it. I find it very unprofessional and a breach of confidentiality to have someone elses personal information on my receipt.


I am disgusted at the way Nine West deals with their customers. I request a full refund and apology.
Sofia Losiggio

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