Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6, I came in looking for a pair of running shoes. After being helped by an attendant I noticed nearly the exact same pair in a box of returned shoes that were marked down. The only difference was that the two pairs were different widths. I discussed with the attendant what to do if after wearing the shoes for a short period I found that they were uncomfortable. He said that I could bring them back and receive store credit toward another pair. He said the pair I returned would be recycled. This gave me peace of mind that I was not wasting money in case the shoe proved to be a bad fit. I wore the shoe one day and experienced foot pain. I returned today, Sunday, April 14 to buy the full price pair and the manager told be that she would not honor her employee's words. She pointed out that the bind said, "No returns or refunds." I do not work there and do not sell shoes. I did not notice the sign and took the employee for his word. In my opinion store credit to buy a shoe three times the price is hardly the same as a refund or return. I believe the manager should honor her employee's word, train her employees so they fully understand store policy, and not treat customers like they are dumb for not questioning her employee's word.

  Business Response

  Date: 04/22/2024

  Dear *******
  Thank you for reaching out to us and sharing your recent experience at our store. We value your feedback and apologize for any confusion or frustration you encountered regarding our return policy.
  
  We want to assure you that we take great care to ensure our return policy is clearly communicated to all our customers. As part of our commitment to transparency, we display our return policy in four different locations within our store: prominently on signage inside the $50 shoe bins, at our fit finder station near the treadmills, at the cash register, and on your purchase receipt. Understanding that there can be a lot going on in a busy store, verbal communication may not be as reliable as written communication.  With this input we will continue to review our posted signage to ensure that is prominent. 
  
  We understand the importance of clarity and consistency in our interactions with customers. Please know that we will use your feedback to continue to continue to reinforce our training procedures and ensure all team members have a thorough understanding of our policies so they can better assist our valued customers.
  
  Regarding your experience with the offer of store credit, we regret any disappointment this may have caused. While it is not typical for us to do so, we will offer you store credit for your sale bin shoes. 
  
  We sincerely apologize for any inconvenience you experienced and hope you will give us another opportunity to serve you better in the future. If there is anything else we can do to address your concerns or assist you further, please do not hesitate to reach out to us directly.
  

  Customer Answer

  Date: 04/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will bring the $50 bin shoes by for store credit toward a properly fitted pair. I have learned that a well fitted shoe beats a bargain. I appreciate you honoring the word of your associate. 
  
  Sincerely,
  
  ****** *********