1 /5 Andrea Perez: I went in to do a simple exchange for an item ordered online, unfortunately the jeans were too small and my son needed one size up. When we walked in I went to the register and told one of the workers that I needed to do an even exchange. She told me to go ahead and grab what I needed and that it was okay to take my current item with me. We went to the register with the correct size and I told the cashier I needed to do an exchange. (Note: my mother bought the jeans for my son for back to school) The cashier scanned my receipt and began the process. It was taking her a bit to complete the exchange, she asked me if it was an online purchase. I told her yes..so she scanned the receipt again. Then she said okay the money is back on the card. I told her no I dont want to do a refund I just need an exchange. Also like what card?? You never asked to see a card, how do you know if that card is still valid??? The cashier told me since it was online I could only return the item and would have to purchase the new item. I asked her if she could just put it on a gift card and I could use that. She said no I can only do a return and that the funds have already been sent to the card. I informed her she should have told me I was not allowed to do an exchange prior to taking it upon herself and return the item. She was very condescending and told me “sorry YOU don’t know the policies”. Wow.. okay. I should have left but this store had the size we needed and I did not want to make another drive. So I asked her to ring up the jeans so I could go ahead and purchase…of course now the jeans are ringing up higher. She said since the jeans were purchased online the store price is different. Okay well that’s why I said I wanted to do an exchange not return. Thank you to the other employee who corrected her and said it would be the online price. Well clearly she was incorrect about everything and it was confirmed from another employee that you can exchange an online item or have it placed on a gift card. You don’t have to return it and then repurchase. Please ask for help if you dont know vs doing whatever you want and treating customers poorly.
