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:09/23/2023

  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.

  Hello,
  I ordered 3 pairs of scrubs from Heidis for my nursing job 8/16/23. 2 pairs (2 tops, 2 bottoms) were on back order. They called me 9/1/23 to pick up. One top was damaged with a snag already so they ordered another. I took the pants home, but within two weeks the seams started to come undone and 1 pant I wore got a snag as well creating a hole. The items were clearly poor quality. I was within 30 days return policy since picking them up. I attempted 9/21/23, and they refused to return the ones with the tags on. The one I wore they returned because it had an obvious hole but I told them I wanted to return all the pants because of poor quality. I showed them the seams coming undone on the others I hadn’t worn. They looked at them and said, “they look fine to us. No. They smell like perfume and I see a wrinkle,” They literally sniffed the pants and showed me a wrinkle. I told them it’s because the pants had been in the plastic bag they provided when I bought them. They weren’t folded. I could tell they were making every excuse to prevent me from returning. It was wrong what they were doing. They made nasty comments, “Joanie remembers YOU last week when you returned the tops”. The tops had resulted in snags too like the other time. They were refusing to allow me to return because I had returned other items. I was following policy and eligible, yet they refused because of a smell and a wrinkle. When I stood there protesting and eventually cried they said “leave or we will call the police. You don’t want that do you?” They threatened this because they didn’t want to look bad to their other customers. I left the store utterly upset with how I was treated. I looked at google reviews and saw other people wrote accounts of the same incident. * **** ******** 9 months ago. What they are doing to customers is wrong refusing eligible returns but also threats like that when the customer is right. They tore up my receipts but I got them back. I will attach them. Thank you.

  Business Response

  Date: 09/28/2023

  Mrs. ******'s description of the events are entirely incorrect.  Right off the start there are two lies within her statement.  The tags were not attached.  I have video and photos attached of her holding them in her hand separate from the items.  Another incorrect statement is that we ripped her receipts.  Attached is video of us placing them in her bag.  The picture she included was a special order form that you can clearly see is still in tact and folded.  She did attempt to rip them from our hands and place them in her bag. 
  
  Mrs. ****** did in fact remove the tags and the items did appear to have been worn with creases in the rear section that align with the sitting motion.  These are not normal creases that occur from the manufacturer.  Our return policy clearly states Returns: May be made within 30 days with receipt and tags attached. Items must be in NEW CONDITION! 
  New Condition means items cannot smell like Fabric Softner, Cigarette Smoke, Marijuana, Patchouli Oil, body odor etc.. 
  
  The clothes had an odor similar to perfume sprayed when you wear clothes.  The one item was returned, but there were no other issues on the two she has in question.  Furthermore, Mrs. ****** has returned everything she has bought from our store, even shoes.  We have taken them back as she has had issues with every item.  The two pants in question had no issues, she wanted to return them because they 'may pick in the future like her others did'.
  Another false statement is in the statement regarding us calling the police.  She refused to accept that we  had told her no, I respectfully asked her to leave the store at least 6 times, after our manager and owner had asked her to leave also.  I walked away becuase the situation was not going anywhere.  She then followed our store manager around the store for an additional 10 minutes pleading and causing a scene.  Our manager stated that "I am walking away from you because we have already answered your question and you are continuing to follow me and harrass me.   Our manager went into the back stock room to get away, and on her exit she stated that she was leaving the sales floor and that she really didn't want to have to call the police to ask ****** to leave, but she would if she needed too."  
  ****** then stuck her head in the back room, continuing to argue her point, but finally left.  ****** then called later to apologize for her behavior and asked to be able to shop here again.  
  Furthermore, upon review of her sales, it looks like after filing the complaint, she purchased a 'tagging gun' and re-tagged her garments, sent her Friend ******* ******* into our store on Monday 9/25 and another employee processed the return.  Since the 'tags were attached' and we were short staffed and busy, our part time employee who was unaware of the issues with Ms. ******, completed the return. 
  
  So, with all the false statements that I have proven via video, pictures, our statement and the fact that she snuck her friend in to do the return, I really don't see a need for this case to continue to be left open.  In the end Ms. ****** got her return despite the fact that the items had been worn and she was told no.  
  If Ms. ****** is able to read this reply, I would like to state to her that she is not allowed back in our store for shopping, and if we recognize her we will have her tress passed from our store. 
  
  thanks,
  Jonathan H*****Tell us why here...

  Customer Answer

  Date: 09/28/2023

   I am rejecting this response because:  

  Hello Ms. ****, I am contacting to follow up about my complaint #******** with some updated information. When I was in the store and they rejected my viable return, laTreise and the owner Heidi stated, “give them to a friend, get rid of them, we don’t care, we are not returning them for you.” Well, I decided to part with the pants and gave them to my friend *******. I told her my story and said she could do what she’d like with them, try to return or exchange them and keep the money. I gave her my receipts because they were still within return/exchange window. My friend was appalled by the story and their treatment towards me. She told me she went in the store on the 25th, four days after they rejected my return, and returned them easily within minutes— no questions asked. She returned them with her card, and I said just for the kind favor to give me peace of mind, she could keep the funds. It really just confirmed what they did to me was out of mere unkindness and control. The issue is resolved on my end and I’m at peace because in the end they did not receive my business. However, I got a phone call today from Jonathan, Heidi’s husband, and he made the accusation I reattached the tags. It was more finger pointing and I’m not comfortable calling back for more confrontation, as the issue has been resolved to my satisfaction of them not receiving my business. I do not want to support that customer treatment. I would like to note, if you proceed to communicate with Jonathan on behalf of their inappropriate treatment towards customers, you could tell him he did not look at my pants. He actually refused to. After the ladies mouthed their comments had left the counter, he came out and said what’s the issue? I asked for his help and to please look at the pants and he said, “I don’t need to. Clearly they already did.” So him saying I reattached the tags, doesn’t make sense. He refused to even look at my pants writing me off immediately, so he actually cannot claim he saw my pants or that I did that. Thank you so much, ****** ****** ******j******[email protected] **********