Bravada International Ltd (BRAV)

[Y U Axing Me]

BBB complaint - Not sure if we've seen this already:

08/11/2015Problems with Product / Service | Read Complaint Details
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Complaint
I was deceived by the owner regarding the return policy. I was told I could return my items, then I was told all sales are final.
I bought my fiancé two pairs of leggings as a Christmas Gift. One pair for fun, one that I thought she might love for $75 (now that I know I realize its expensive for the cheap quality and sizing) I told the owner and two coworkers my situation and specifically asked about the return policy as I did not know if she would like them. I was assured that returning them would not be a problem as she could either come into the store and get something different or I could return them. I also remember reading something about the return policy online which entitles you to a full refund within 14 days.

As it turns out my fiancé did not like either pair, I asked to return them, she didn't like the quality of the merchandise. I then asked to return the money to the card, the same woman who said it wasn't a problem said I can only get store credit. Now I was shocked and asked for the manager, (who is the owner).

I asked if he remembered me, he said yes, I said why can't I get a refund when you told me four days ago it wasn't a problem? He immediately went into long detail as to why they don't issue returns or refunds, to avoid people wearing them once, or to a party or other stuff etc etc. (which is shocking because the website does offer refunds and there is no policy anywhere that all sales are final)

I said the pants were never worn and if you told me in such great detail as you are now there wouldn't be any confusion. Instead at the time of purchase you gave me the most ambiguous "no problem" policy to lock in the sale when I first inquired on my initial visit.

He then says I did tell you and gets into my face and starts calling me a liar and turning as red a beet. The employees at the counter were trembling and he continued to yell and call me a liar, when I asked him why he didn't tell me all sales are final on my initial visit, why was I given gift receipts, and why would I try to return them if it was so clear all sales are final,--he just screamed a few other words that this is the policy and stormed away. The employees were still trembling and said they had never seen him act that way before. For anyone to go from 0-60 like that to a customer made it was the most bizarre encounter I've ever had inside a store trying to return something. If you've ever purchased something and had a similar problem please contact me. We need to stop this guy from doing this to people. I've read so many review on yelp that they screw people over who order online and never issue refunds etc.

Desired Settlement
All I want is my refund of $78.00.

Business Response
Unfortunately, this individual has changed many facts and we did issue a store credit as per our policy. Our policy is clearly displayed on a large sign right behind the front register as well as on the receipt. In this case, this individual also asked our sales staff and manager with regards to our policy and it was clearly described to him without any ambiguity. This is a question that is asked often and it would seem silly that our staff would suggest anything different when there is a large sign right behind them that describes our policy.

He seemed very happy when he purchased and left. When he returned a few days later, he was in a very unpleasant mood and our staff were taken back by his militant demeanor. There was no intent to look for an exchange or compromise on his part as we have over 100,000 leg fashion pieces, most of which are made in the USA of the very best quality. He became very boisterous when he returned as we tried patiently to reiterate our policy, which was is very clearly displayed as well as told to him by 3 people. This is what actually confused us so much. The situation that he created in store was a very difficult one which our staff handled extremely well. It was clear that he came in with the intent to bully the staff and create an unpleasant scene.

The World of Leggings staff handled it very well but unfortunately, this individual was not at all interested in any sort of compromise. Regardless, we provided him store credit as per our policy and extended that credit to be used in any of our women's fashion clothing stores including clearance and sale items.

This is one of those rare cases that every retailer must content with from time to time. They are made even more difficult when the individual is combative and unruly within the store. Our staff was very helpful and considerate even when his temper created an unpleasant scene.

We serve thousands of customers who return to us because of our commitment to quality and service and it is unfortunate that these situation occur. Our store staff clearly stated to the customer our policy, a large sign is clearly visible right behind the front register and it is print on the receipt. We also tried our best to discuss the situation but he was not interested.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I have hard evidence which contradicts most if not the most pertinent aspects of the businesses explanation. The company clearly has a policy on its website detailing a return policy. I was discriminated against and denied an opportunity to return items. There was never an "all sales are final" disclosure made to me at my time of purchase. There was never a sign hanging anywhere in the store. I have no idea how a return policy written on receipt is helpful to me after I've made a purchase. I was never 'militant' as described above because I was never in the military nor do I have any police training. I have a witness who was present at the time who would testify under oath that the owner of the store was the aggressor, turning red and very very aggressive. Screaming at the top of his lungs calling me a liar, yelling at my fiancé (a woman) is not a good business practice. The employees of the store even admitted they'd never seen him act like that. The man who wrote the response (the owner) stormed off and was never seen again. His statement is highly exaggerated and in many parts, just dishonest. Obviously it is unsafe for us to return to the store for fear of violent retaliation against us to once again ask for a refund. All we want is our refund plus damages.

- See more at: http://www.bbb.org/losangelessiliconvalley/business-reviews/internet-shopping/world-of-leggings-in-los-angeles-ca-100120360/complaints#sthash.hLWpsEf7.dpuf