One of my big issues is refund and exchange policies. I've seen it done well, and I've seen it done badly. It's rare that it gets THIS bad, though.
Yesterday, a friend of mine, Jenn Mangano, informed a group of us that she had run into a serious problem with them - they won't refund her money and made her pay to send defective shoes back. In her own words:
Jenn, rightly, is disputing the charges through PayPal. The next step that we came up with is to blast them on their Facebook page, but the cowards don't allow external posts on their page. That is a HUGE indicator of bad customer service and policies. It tells me they fear these blast posts while a respectable company should have nothing to fear. With Jenn's permission, I chose to post this on here so that the few hundred of you that read this regularly will think twice before buying from them again. First of all, I don't agree with anyone having to pay return shipping. I also don't agree with return policies which only offer store credit unless they decide your item was defective. It's a dishonest cop-out and no company that follows this path should remain in business.
My blood is boiling over this on her behalf. a)No one should basically be called a F&%$*^ liar by a company and b) I view them offering store credit in lieu of a refund as theft. She obviously no longer wants to do business with them, but to get her money's worth, she has to. I'm honestly guessing with all the huge sales they've been running lately that they're trying to correct cash flow problems and probably can't afford to issue refunds. Something shady is going on over there and I don't like it at all.
I'll keep you updated on the outcome. Though, unless PayPal handles the issue, I expect that this trashy company will prevail. Consider yourselves warned.