Re: [OM] Absolutely OT: Macys

[Tris Schuler]

> HI 
>
> I need some advice from our American listees here that is about as far
> away
> from Olympus as I can think.... 
>
> This is it....On a visit to the States my brother-in-law bought some
> clothes
> in Macys for my wife, but they are the wrong size. we've emailed
> Macys
> customer service, asking if we can post the stuff back to them for
> replacement (we have the receipt) but amazingly they are refusing,
> just
> quoting the company line that "goods must be taken back to the store
> for an
> exchange"... Is this "Good Customer Service" or
> what?
>
> Anyway, I'm about the write a letter to their CEO (can't find his
> email
> address anywhere), but can you guys recommend any other agencies I
> could
> involve or threaten them with if they stick their heels in. e.g. here in
> UK
> there are a couple of consumer rights programmes on the TV that'll take
> up
> the challenge 
>
> Oly content... well, if my wife doesn't get this sorted out she'll
> be
> miserable and I'll feel too guilty to take some pictures for a few
> days.
>
> Cheers
>
> Sam

Sounds like you need to speak with someone else in authority, yes. In
general, the US is the land of the buyer and return policies are liberal
(with a capital L) almost everywhere. Macy's policy in this regard has
been within my experience even more liberal than the national norm. At a
guess I'd say you've run into someone who read the response to you off
some digested rules sheet, or after checking with his
"supervisor." There may or may not be an issue with the fact
you're out of the country, and perhaps Macy's and/or other stores have
run into problems with out-of-country exchanges or refunds, but as you
have the receipt (and I assume the goods match the receipt's description)
I can't imagine any such hurdle would be too high to get over. 

Did you pay cash for these items or use a credit card? I don't know if
credit cards in your part of the world give you the same privileges we
enjoy here, but just for instance any purchase I make on my AMEX
Platinum is guaranteed either for replacement or exchange or refund up
to, I believe, $300 per transaction. Just for instance. That's an AMEX
deal, though; not sure if VISA and MC offer the same perquisites as I've
never bothered to read all the fine print for those cards as I rarely use
them. I do use them, but usually only when a vendor refuses AMEX. Vendors
do this often, by the way, because of the outrageous transaction fees
AMEX charges merchants.

I'd definitely try to get in touch with someone above middle management
at Macy's and see if something reasonable can be worked out. I'm sure it
can (and will be) once you contact the right person.

Tris



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