Complaints

This profile includes complaints for Turnabout's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Turnabout has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Turnabout

  207 3195 Granville St Vancouver, BC V6H 3K2

• 

  Turnabout

  1003 Commercial Dr Vancouver, BC V5L 3X1

• 

  Turnabout

  3112 W Broadway Vancouver, BC V6K 2H1

• 

  Turnabout

  3135 Granville St Vancouver, BC V6H 3K1

• 

  Turnabout

  2260 Oak Bay Ave Victoria, BC V8R 1G7

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:28/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Purchase: Feb/20/2024 Purse $1,165.50 + 12% taxes = $1,304.45 What the business committed to provide you: ****************** Bag in excellent condition as per the website and an authentication certificate.I purchased the bag and there was no authentication card that was received, and the bag has tears in the leather, which is common for fake items. The Turnabout website states in their authentication section. ***************************************************. On Monday Mar 18, 2024 I requested for the authentication certificate. The manager (****) advised that they do not have an authentication card for the purse and that tearing shouldnt happen with a Louis ******* purse. He stated that the purse is not in excellent condition as per their website ad. He stated that 3-4 people review the purse before it sold to consumers and that the purse has not been authenticated. The owner (***) refused to speak with me regarding the issue and the manager advised me to email the owner. I was then refused any further help. I emailed the owner on that same day and have not heard back. Meanwhile some ****** reviews regarding the store were published and the owner replied to the reviews using my personal information, without my permission. This will need to be reported to the **** as this is not allowed according to the Protection of Information and Privacy Act. According to the Business Practices and Consumer Protection Act Section 2 Part- Unfair practices, there has been unfair practices, possibly fraud, sold to the consumer (me). It is possible that this bag is fake, and the website is misleading as it states the bag is in excellent condition but is not. The bag is not worth what was paid, and they will not provide me with an authentication certificate as per their website. No response was received from the owner.Sale Number: ******* I have screenshots of the bags advertisement on the Turnabout Website that matches the serial number of the bag.

  Business Response

  Date: 01/04/2024

  ************************************************************************************************************************.    

  This is the bag that she purchased on Feb. 20th. The bag was authenticated in house either by our Buyer or a third party and it was also brought in by a reputable and regular seller. The bag was examined and the condition was as note in the online description.   We do not accept returns and as this was on consignment,  the seller was paid her commission for the sale.  If she had come back the next day, or even a few days later, we would have been able to return the item but almost a month later was too long. Further, LV coated canvas bags are very sturdy and if she brought it back in to us damaged, it would have been due to very rough treatment and abuse. 

  ****** came in with her mother and children on a day when our ***************** was closed.  The gentleman on duty (****) is not trained in that department and he explained that he could not help her and that she needed to come back and see the Buyer who works Tues-Sat. That is all that she was told.  She proceeded to tell him that she would not leave until he gave her a refund.  

  At some point in the 2 hours that they stayed in the store, he gave her my email address so that she could email a complaint.  She emailed me a number of times stating that she would not leave until I called her. I live in *********.  I was not working and not at my computer and even if I had been, there was nothing I could do for her as our Buyer needed to talk to her with the bag.  ****** and her mother were verbally extremely abusive to the point that when a shopper asked them to control their children, they also lashed out at her.  The next **************** explained the incident to the Store Manager, the Buyer and myself.  The only error **** made was that he did not ask her to leave or that he did not call the police.  Our staff are not required to engage or assist anyone that is abusive or disruptive in our shop.  He has never encountered a situation like this and as I was not available and his manager was out of town, he just soldiered through the two hours they remained in the store. All the staff were very upset and when the manager came back they had a learning session to ******* and talk about what to do in a situation like this (something that we hope doesn't happen again).  Further to all of this, during the debriefing session, the staff shared that ****** was aggressive in the store when purchasing.  This bag was actually on hold for someone that had said they would be back later in the day to purchase it.  ****** saw the bag, asked to look at it and when she was told that the bag was on hold for someone, she was so insistent on buying it, the staff sold it to her.  Later that day the customer that had wanted to buy it came back and was very disappointed.   Once the ****** review was made, I responded by asking her not to come back to our store. 

  Our only error was that our staff were not properly trained to deal with a horrible situation like this and they did not call the police for help.  We will not take back the bag, we do not owe her anything and ****** is not welcome in our shops.  We ask that her mother stop calling our ********* store to complain and we would appreciate that they remove their ****** reviews which are very incorrect in their information and are slanderous. 

  Here is the series of ****** reviews posted within short succession:

  *********************
  a week ago
  The ********** experience!!! I got a fake item sold as a real one in an awful state and I wanted a refund which they wouldnt give me!!! Never buying anything ever again and would NOT recommend!!!
  
  
  ***************************
  1 review
  a week ago
  Very rude employees who ignored me and didnt help me when I needed help, Ill never buy again from here
  
  
  ***************************
  a week ago
  WOST place to SHOP they are a buch of LIARS Joy the owner is rude will not speak to a customer that was sold a faurd prada purse sold to her for $1000. It was told and writer on an AD in their store that the beg was in perfect shape, which it was NOT!!! They sold a cracked Prada beg to her it was a lie it was said that they missed it on the beg and *** the owner would not even speak to my daughter about what they sold her my daughter lost alot. Of money, it was concerned fraud that they sold it to her, and when she went to talk to *** about the them selling her a beg that was NOT in perfect shape the owner, reguded to tslk to my dsughter SHE would not speak with her! They SAID that BUYER BEWAY, THERE IS NO SIGN THERE THAT SAYS THAT IN THERE STORE. There are no refunds I consider this FRAUD
  
  Regard to you answer below, you did NOT get back to my daughter, and if you would have spoken to her in the first place this would have been solved much better it only had escalated in the store because you would not text her back or deal with her . My daughter and I we were told by your manager that even if the buyers looked at the paurse, you would not have done anything about this issue. Second, the manager at your store admitted that it was missed by the buyer that you wanted my daughter to leave the purse at your store and it **** havd be the same result you would have not still done a thing. You, ***, as the owner of the store, should have spoken to my daughter. I understand from others you let your staff do all the work you should be dealing with yhis is from another store manager I spoken to that is not right for your staff. Also, my daughter texted you that very moment, and you never got back to her. Another thing befor accusing us of bothering the customers the one customer was prejudiced and interacted in what was none of her business to interact towards my grandkids a 21 month old and a 3 year old because they were in the store she said some rude things to us that my daughter was a child thst customer was rude to my daughter and grandkids. She does not know us, and neither do you. Stop putting your staff in your shoes what you should be dealing with. I know you own 7 stores in Vanvouver, and your write-up about you about helping women well in this issue it shows your true colors. My daughter saved all her birthday money to buy herself a purse she alwsys dreamed of and you destroyed that fof her why she was so UPSET IT MADE HER ?? CRY I hope you can live with yourself doing that to a women ?? that works hard for her family. Looking out for women???
  2
  Response from the ownera week ago
  To be correct, it was a lovely authentic vintage Louis ******* bag that was in good condition a month ago when it was purchased. The Head Buyer works Tuesday-Saturday so no one was available in the ***************** to help you on Monday. We requested that you come back when the Buyer would be there to help you. You and your daughter didn't like that answer and proceeded to be abusive, rude and nasty to our staff for two hours. We request that you please shop elsewhere as we do not like our staff and other shoppers to have such an unpleasant experience. 
  

  
  ***************************
  1 review
  a week ago
  Manager openly admitted to improperly evaluating the value of an item and when brought to the Manager's attention that bag was not in the condition it was marketed as was told "buyer beware". Owner has refused to connect about issue. Be careful what you purchase here as the mangers and owners clearly do not properly evaluate the value of an item but are more than willing to overcharge and not support their customers.
  
  Response from the ownera week ago
  Hi ****. Not sure what your relationship is to ****** and her mother, but, to correct, it was a lovely authentic vintage Louis ******* bag that was in good condition a month ago when it was purchased. The Head Buyer works Tuesday-Saturday so no one was available in the ***************** to help on Monday. The Assistant Manager on duty is not involved in the ************ and appropriately requested that ****** come back when the Buyer would be there to help as he is the only one that could look at the bag and answer questions. Head Office Staff are located in ********* so the Buyer in ******** was the only person that could look and appraise the situation with the bag. They didn't like that answer and proceeded to be abusive, rude and nasty to our staff for two hours. As there were many witnesses to the bullying, we are considering pressing charges. None of our staff are required to deal with abusive customers and we request that they please shop elsewhere as we do not like our staff and other shoppers to have such an unpleasant experience. 
  
  

   

  Customer Answer

  Date: 02/04/2024

   
  Complaint: 21491194
  
  I am rejecting this response because this response is a lie. Everything that the owner has advised here in the response is untrue. 

  To start when the bag was purchased her employees were very pushy and told me that I should buy the bag I wanted. The employees lie as well. I asked to put the bag I originally wanted to purchase on hold and I was told I wasn't allowed to do this. Then when the other buyer wanted to put a bag on hold she was allowed too. The manager (****) advised me that I could purchase anything online at anytime, so then why would they only put an item on for one specific buyer only and not myself when I had asked? This is very bias.

  Then another employee (when I was looking at both bags and deciding which one to purchase) came up to me and told me I can buy anything I wanted in the store and I should "do as I wanted" in her words; therefore, I liked the bag and I purchased it. The bag did not come with authentication. I even asked when I purchased the bag if it came with authentication certificate and I was told by **** no there wasn't one. 

  I have pictures on the day I purchased the bag and this was advised and shown to the manager who reviewed it in detail. I have provided the details of the description provided on the Turnabout website of the bag and it's condition. Which is not the condition it was in. The picture on the day I purchased the bag that shows it has cracks, which proves I was not abusive to the bag in anyway. I advised the manager that I did not come in sooner because I have children, I don't go out often, so I didn't wear the bag for a little while. Then on Friday March 15 I noticed the issues with the bag and then realized the condition it was in. I went as soon as I could to the store to talk to them about it on March 18. I also advised this to the manager and he said he needed proof that I had bought it in that condition. I showed him my picture on the date I purchased the bag. He then called the owner and he told me he couldn't hel me any further and I had to email the owner. He refused to help me in any other way and I have proof of this. He did not give me any other options for help at all. He said "buyer beware". The condition of the bag is not what the business was advertising it as and the amount of money I paid for it was also unfair as the manager agreed, but advised he could no longer help me. He also never asked me to leave. The bag could be fake and Turnabout as per the response has still not provided me with authenticity or advised that it is a real authentic bag in their response. As per the businesses response the bag was abused but not by me. The store did not see the cracks and missed the issues with the condition of this bag and authenticity after being reviewed by their multiple professionals.

  The issue here is the owner did not reply to my multiple emails as I asked her many times to call me. She knew about the complaint and it has been 3 weeks with no response. 

  I have proof that the manager refused to help me. He advised me that he was the only manager and the owner refused to speak to me about the issue unless I emailed the owner. I'm still waiting for a response. 

  The accusations the owner is making toward some and my children is very disrespectful. I have nothing to do with the ****** reviews and it is against the law to use my name on the Internet about a consumer dispute without my permissions as per PIPA. This will be reported. I would like a full refund of the purchase I had to save money to purchase this bag for a few years now and this has been the worst experience I have ever encountered. 

   

  
  Sincerely,
  
  *************************