Complaints

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• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising 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.

  Please See Attachment

  Business Response

  Date: 09/25/2024

  Mr. ******,

  We are disappointed to hear your dissatisfaction over your shopping experience at City Thrift.  We would be willing to offer you a $60 City Thrift gift card to cover the difference between the price of the item you purchased on 5/10/2024 and the **************** that you exchanged it for. 

  However, we dispute your claim that we have exhibited unfair selling practices, as our policies are clearly posted on signage throughout the store and our manager has worked with you on multiple occasions to grant policy exceptions to try to work to a resolution with you on your dispute. 

  Our store has signage throughout the store stating our exchange policy. That policy states, among other things, (1) that all items are sold "as is" with no guarantee or warranty, (2) that exchanges are accepted on clothing only, (3) that the value of the exchange will be issued as credit toward a same day purchase and that the exchange credit must be used in full on the same day of the exchange. 

  Our store team made an exception to the exchange policy to allow you to exchange for the ********.  On the day that you exchanged for the ********, our manager let you know that we could not guarantee that a TV of equal value would be available on the sales floor that day as our inventory is varied and changes day by day. Our manager also explained that our policy does not allow us to give cash back on exchanges. You chose to exchange that day anyway and selected the ********.  

  You returned to the store a few days later and expressed that you felt the exchange you selected had been unfair.  One of your complaints was that the ******** you selected did not have a remote. Our store manager again made a policy exception for you and allowed you to pick out a remote from the store at no cost.

  Again, a few days later, you returned to the store and demanded a refund for the difference in value between your original purchase and the ******** that you chose to exchange for.  On that date, our manager explained that she had already granted multiple policy exceptions for you--and, as she told you on the date of your initial exchange--our exchange policy prohibits the issuance of refunds on exchanged items. 

  We are disappointed that after our attempts to resolve your dissatisfaction that you continue to believe that City Thrift has exhibited unfair selling practices. If you are willing to accept a $60 City Thrift gift card, as a third and final exception to our exchange policy, to resolve your complaint, we would be willing to issue one to you.