1 /5 Char: I have never been treated so poorly as a customer of a store. Coming from someone who has worked many years in the retail world, I have plenty of experience with handling customers and making sure they have the best experience possible. That unfortunately doesnt seem to be the case with Tillys Tacoma employees.
I had gone in to return a pair of shoes that I purchased online. I drove 40+ miles to do this, thinking it would be easier than to return them in the mail. I was wrong. When I walked into the store I then stood waiting at the counter while 3 employees were talking and not acknowledging me, which sure I can understand, on a slow night like it was, that is something I have been guilty of in my past retail jobs as well. However, when I finally was acknowledged the girl didnt know how to process the return (again I understood, maybe she was new, or maybe the process is difficult with an online order) so she asked if her manager would come over and assist.
When he first walked over he looks at my shoes and says "we carry Steve maddens?" in a tone that was obviously questioning if I was at the correct store. I politely told him yes, but that they were purchased online, and that I had my online receipt and that the shoes had not been worn, they were just too tight on my feet, and that I was within the 60 day return limit. He picks up the shoes and drops them back on the counter and shrugs his shoulders and says "well i am not going to return these... it looks like you wore them and they dont have a box"
NOWHERE on their return policy does it say your shoes must be in a box to be returned in a store.
He talked to me with a "punk teenager attitude" using words like (dude, ugh, bro, whatever, etc...)
After arguing with him about the return policy he said "well it isnt my fault you drove over 40 miles, try calling next time. go ahead and call customer service if you want but like I am not going to do that for you" I asked if I could have their number and he then gives me the number to a line that is closed on the weekends so I was unable to get a hold of them. I finally found an 800 number online and spoke to a very nice woman over the phone who advised me to simply return the items via mail and they would happily refund my money.
I could not believe how rude Elijah (the manager on duty) was to me, he did nothing to help me in the situation or make me feel like a valued customer. I will never be shopping here again, and I hope that this will help someone out before they try to return an item in store. I would highly recommend simply mailing it back (even though it is a long process) because the type of behavior that I experience from a MANAGER is absolutely unacceptable. I dont care how casual your store environment is, you should never speak to a customer with disrespect.
