1 /5 Sarah Silva: I recently placed an online order for a Halloween costume that was advertised as a four-piece set. I opted for in-store pickup and, due to time constraints, did not open the package until after returning home from work. Upon inspection, I discovered that two essential pieces, the skirt and underwear bottoms, were missing from the order.
I contacted the store the following day to explain the situation. While I am fully aware of the store’s “final sale” policy, that policy should not apply to incomplete or inaccurately fulfilled orders. I was advised that I could come in to exchange the costume or receive a discount. I took time out of my day to return to the store, only to find that the manager I had spoken with by phone was not present.
When I later spoke with the manager again, I was informed that the only way to receive a refund was to return the “entire costume,” which I did. Despite multiple attempts to clarify that the order had been incomplete upon pickup, the manager repeatedly insisted I “bring back the packet” that supposedly contained all four pieces, an item I never received.
The conversation was unnecessarily difficult and unproductive. The manager mentioned the existence of CCTV footage verifying online order fulfillment, yet made no effort to review it before addressing my concern. The tone of the interaction was dismissive, argumentative, and lacked any sense of accountability or professionalism.
In summary, I paid full price for an incomplete order, was inconvenienced multiple times, and was met with poor customer service and an unwillingness to take responsibility.
