I called the store ahead of time to ensure a credit would be issued for items I had purchased and with a receipt. I clarified how one bottle had one pill left and the other very little.
I was told it would be fine since I had the receipt. I drove all the way over there and then told in person how they could not refund my money. The lady attending me realized who had told me I would be refunded and said he shouldn't have said so. She then called the department head to look at the bottles for determination of whether or not it could be refunded.
I stood there so embarrassed after being told over the phone it would be ok then in person having to wait such a long period of time for their decision to be made. Of course, other customers were standing in line waiting. The department head said it couldn't be done because (very loudly she said) it only has one pill and showed it to another employee, then showed the other one. I reiterated how I was told over the phone it would be ok.
They both stated how the employee was incorrect in saying so and could not honor his error. They then added how "I must have liked it since I used the entire bottle!" (even more embarrassment). I was so upset I told them they could keep the bottles after being asked if I wanted a bag for them. I called the manager later to see if he would do something since their return policy on the receipt guarantees any return with a receipt with no mention of if the bottle is full, half full or empty.
Additionally, I was told by the department head that they do not guarantee their products especially is used which is why I mentioned this to the store manager. Also, the return policy sign does not stipulate this "clause" either. After mentioning both of these things, relaying how other companies do guarantee their products and returns if unhappy and how it's not absurd to expect the same, the manager only offered a small gift care for the inconvenience and said he could not take sides because the employee who said over the phone it would be ok then told him it was not true. What ever happened to the customer being right, customer service, etc.?
Either way, I was so embarrassed that the decision has been made of not returning even for the small gift card. Lastly, almost forgot the most embarrassing part, the employee who was shown the bottles by the department head ridiculed me by saying I must have liked them since I used them all up. I happily reverted by saying, "How could you know if you like something or not without using it?!!!".
Needless to say, they now lost a customer since it seems that although their receipts and store signs are of no importance when making decisions which affect their customers on a whim with their policies being disregarded not to mention excluding the customer from being advised properly at time of purchase. Serious issues I would say.
Monetary Loss: $45.
Location: Boca Raton, Florida