Complaints

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:12/20/2023

  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.

  Transaction Date: purchased 12/16/2023, Attempted Return: 12/17/2023 (the following day).
  
  The store refuses all returns and exchanges without clear display of their policy. Maryland law requires return policies to be displayed on the wall, on the merchandise, or on the receipt. The store complies none of those requirements. As a result, I feel I was wrongly denied a refund/exchange on an unopened product. I was not told of the no-return policy when making my purchase. The store claims to have a sign under the glass near the register; I did not see it, but it's probably there. Unfortunately, a sign at the register does not comply with state law, to my understanding.
  
  Included with my supporting documentation are photos of the store taken from their own ******** page. You can see there is no proper signage detailing their return policy.

  Business Response

  Date: 12/20/2023

  This customer came in the other day asking for a return on an item that they had purchased the day prior. Due to the nature of our business we do not offer returns on our products and have it posted on several areas including on the walls and on our cash wrap counter right at the register. We kindly explained to them that we do not do returns and than the customer stormed off without saying anything else. Within the next 2 hours or so the customer left a 1 star review on our google profile page stating that we didn't have anything posted about our return policy (which he mentioned later that we may have it posted at the register area) and that we were "extremely unprofessional" to him.
  
  We had several of our usual customers here in the store as well as others in the store at the time and all mentioned the attitude and rudeness of the this customer , we understand the stresses of the holiday shopping and are very understanding and empathetic but we are not going to change a policy we've had since we were first formed for 1 angry customer that didn't put in the effort to look or even ask about our return policy.

   

  If anything else is needed I will be happy to respond and give what information that I can.

   

  Thanks-

   

  Joshua *******

   

   

  Customer Answer

  Date: 12/21/2023

  Complaint: ********
  

  I am rejecting this response because:
  

  The owner's response if just personal attacks and does not address his likely illegal return policy under Maryland State Law.

  **** *** ******** ******** ********* *****
  
  ****** ******** **** ****** **** **** ***** ****** ******** ** *** ***** ** *** ************ ** ** **** ******** * ***** *** ****** ** ****** ******** *********** ** **** ** ***** ****** ******* ** *** ****** ***** ******* *** ***** **** ****** ******** *********** ****** * ********** **** ******* ** ** **** ** ********** *** ***** **** ****** *** ******* ** ** **** *** * ******* ********** ** *** ******* ****** ********
  
  *****************************************************************************************************************************************************
  
  

  As for personal attacks and rudeness, I never accused anyone of being rude. No one was rude during the encounter: not me, not the employees. I'm not sure where this attack is coming from. Perhaps the owner interpreted my quote of him saying "I don't do returns" as mockery, but it is in fact an exact quote, which is why it's in quotation marks. The owner, however, has now accused me of being rude, "slandering" [sic, I think he meant libeling], a "keyboard warrior", and twice now saying I need to apply more "effort". Unfortunately, the owner's no-return policy is still illegal until he complies with the necessary signage as required by Maryland State Law. This is why I will continue to insist on a refund for the item (which will of course be returned). If the owner thinks leaving a bad review is cause for him to neglect his responsibilities under the law, then that furthers my claim that the owner is more interested in personal attacks than abiding by state law. The amount of time the store has had the policy makes no difference to the fact that the policy has always been illegal without proper signage.

  Signed,

  ***** ******
  

  Customer Answer

  Date: 12/22/2023

  I decided not to pursue this complaint any further. You may close this complaint. Thank you for your time.

  ***** ******