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On January 14, 2018, I purchased a smart watch (796483****12 RDSSBR/SILVE/NS, Style-MKT5000) for my husband at one of your stores in Elizabeth New Jersey. I was visiting my brother for the weekend and ended up going shopping.

Upon my return home, I gave the watch to my husband. He opened the package and informed me that the watch had a few scratches on it. I immediately contacted the store I purchased it from and spoke with Sandy regarding this. I also advised Sandy that I live in New York and wanted to know what my options were in terms of an exchange. Sandy advised me that I have 30 days to return the watch or do the exchange at the location I purchased it, or I can take it to another Michael Kors (MK) outlet store. I then told her that I am 25 miles away from Woodbury Commons and I will contact that store.

On January 28, 2018, I called the Woodbury Commons store and spoke with Natalie. I explained to her that I purchased the watch in NJ and my husband told me it had minor scratches on the side of the face. I also advised her that I reached out to the location the watch was purchased from and one of the representatives informed me that I can do the transaction at another MK outlet store. I told her that I am interested in doing an even exchange and I wanted to know if they had the same watch and can do the transaction because I didnโ€™t want to drive that far and the watch was not available. Natalee asked me to hold in order to check if she had the watch. Upon her return to the phone, she advised me she had the watch in stock so I asked her to hold the watch for me and I will come by to exchange the one I had. She advised me she would and the call ended.

When I got to the MK store at Woodbury Commons and I asked for Natalie. She was at the register and she asked another co-worker to assist me. The gentleman took the watch from me and then told me heโ€™ll be right back. He returned and advised me that he will exchange the watch. In the middle of conducting the transaction, he advised me that I had to pay an additional amount of four dollars plus because I did not buy it from their store. I advised him that I was only doing an exchange and I did not understand why I had to pay extra. He explained to me that this was his managerโ€™ directives. I then requested to speak with the manager.

When the manager, Chelsea came over I explained my situation to her and she advised me that I would still have to pay the amount. I advised the manager that had it not been scratched I would not have to drive out to Woodberry commons. I also explained that I spoke with someone prior to coming and had I known this information, I would not have driven that far. Chelsea then asked me to see the watch and she claimed she did not see any scratches on it and she was not able to do anything about it unless I pay the additional tax on the merchandise. The young man who initially was conducting the exchange then told her that he took it to the back and conferred with someone else and they do see minor scratches on the watch. Chelsea then removed the protective plastic from the face of the watch in order to get a better look. She still claimed she did not see any scratches and she was unable to do the exchange without me paying the additional taxes.

I feel that this was not a very good way to conduct business as I would not have to return or exchange the watch if it were not scratched. As a customer, I am extremely unhappy with the way the manager, Chelsea, handled the situation. I did inquire before I drove out to Woodbury Commons and this information should have been told to me when I called.

Reason of review: Damaged or defective.

Monetary Loss: $299.

Preferred solution: Let the company propose a solution.

Location: 332 Red Apple Ct, Central Valley, NY 10917, USA

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