View Full Version : I want to be a SC so bad

02-08-2014, 07:20 PM
But I'd even more like to get what I want

Here I sit, at the unhappiest place on earth, the mall. I drove an hour and a half to get here to exchange my sons snowsuit. I bought this snwsuit in October for $180, which was over budget, but I decided to get it because it comes with a kid guarantee, and can always be exchanged if it gets damaged before he gets too big to wear it. Well the zipper broke, and I brought it back. After 50 minutes in the store I now know that

1) I can totally exchange it for another snowsuit
2) they have no other snowsuits in anywhere close to the right size
3) they have no way of getting another snowsuit until the fall
4) no other stores in the area (3 hour circle) have a snowsuit the right size
5) I can wait until fall and exchange it
6) I can get it repaired and pay for the repairs myself, but won't be able to exchange it next year if anything else breaks, unauthorized repairs void the warranty

So I spent three times the money I normally would on a snowsuit to avoid having to buy two or three this year, and now I have to go buy a second one.

Seriously unhappy

02-08-2014, 09:00 PM
Maybe check with the manufacturer? They may be willing to do a straight exchange for the same-size suit, and are much more likely to have them in stock, especially if they sell them online (read: some will have been held back for this purpose, as they're more profitable).

Irving Patrick Freleigh
02-08-2014, 09:24 PM
That's the problem with seasonal goods. Sure, you can exchange it if it's defective, but you won't be able to find the same item when the season's over.

I too would suggest contacting the manufacturer.

02-09-2014, 01:10 PM
Is the guarantee from the store or from the manufacturer?

If it's a manufacturer guarantee, contact them.

If it's a store guarantee....


02-09-2014, 01:39 PM
Ask if you can exchange it for a larger size, since he'll be a different size by then.

02-09-2014, 01:49 PM
Ask if you can exchange it for a larger size, since he'll be a different size by then.

According to the OP:

2) they have no other snowsuits in anywhere close to the right size

02-09-2014, 01:55 PM
When I was at the store they said I could exchange it +/- 1 size, but there was no snow pants of any size close. I also asked if I could exchange the coat (the broken part) and keep the pants, but they have to take back both pieces to do the exchange. I also asked if I could buy a coat (available in store in correct size) on discount, and they could mark the receipt to void the guarantee. No dice.

I'm thinking of calming down and calling the corporate on Monday, and seeing if they have any ideas. I had to leave the store, in these types of situations I'm completely useless, all I want to do is scream, cry, swear and throw things and all I'm capable of doing (in polite society) is shutting up, shutting down and walking away. I'm very good at getting what I want if I've anticipated the problems, I'm very bad at dealing with unexpected hurdles.

02-09-2014, 01:56 PM
Right, so she's out of luck for this winter, but if she can get a new snowsuit late next fall that fits her son at the size he is *then*...

02-09-2014, 05:14 PM
OP, I think that is a good idea. Make sure you ask for the result you want. If for some reason the company really can't offer an exchange, perhaps they can off you a partial credit towards another coat, or even a credit to buy a replacement snowsuit. Telling you to wait an entire season while you have a growing child and are limited in how much bigger of a snow suit you can exchange it for? That's not an acceptable suggestion.

02-09-2014, 05:32 PM
I think calling Corporate is the only way to go, right now. Let us know what they say. Id be upset as well. Thats a lot of money for something that's now going to sit around.

Irving Patrick Freleigh
02-09-2014, 07:18 PM
My company used to have a guarantee like the OP described. It was called the "kid-tough" guarantee. We don't offer it any more.

And this kid of situation may be why. A snowsuit is a seasonal item that won't be available past January or February if you're lucky. The store can't give the customer a new coat or pair of pants under the guarantee because merchandise has to be exchanged for like merchandise. At this point a refund is about all that can be done, but the customer doesn't want that since their kid needs a snowsuit.

So all the store can do is say "Sorry, we can't do anything for you. But you can exchange the snowsuit next fall when we have them back in stock." And a policy meant to guarantee customer satisfaction instead makes an customer unhappy.

At this point calling corporate or the manufacturer is probably the only way to go. The store probably can't do anything else for the OP, no matter how much they may want to.

02-11-2014, 10:11 PM
So I called the corporate complaint line yesterday, and got a call back within the hour. When I explained my problem she was sympathetic, gave me her personal email (well, personal work email probably) and said she would check on any options, and in the meantime could I email her a picture of where and how the zipper had broken. I sent the email last night when I got home from work. I got a call at 10 o'clock this morning. She had found an identical snow suit, in the correct size, in a store in Manitoba. She arranged for it to be shipped to me, for free, and should be here by Friday. There would be a return shipping label, and could I ship the broken snow suit back (also for free).

So overall, I did get exactly what I needed, and what I paid the extra money for at the beginning of the year. I did thank the woman at the corporate line for all her time and hard work, but I also told her that someone should have anticipated that snow suits would be wearing out or breaking by February and March, and that I thought the store staff should have some way of ordering replacements or otherwise solving customers issues themselves. I won't plan on spending extra for an item again, just because it has this guarantee, and I can't imagine how many people this procedure is going to anger. I feel bad for the store staff that clearly are not given any outs by company policy.

02-12-2014, 02:04 AM
I feel bad for the store staff that clearly are not given any outs by company policy.

Had you spoken with a regular store employee, or did you escalate it to management? Perhaps they were poorly trained on the topic? Otherwise why wouldn't the store direct you to contact corporate, if they could resolve the issue when store-level could not. Instead they basically left you with no reasonable option and you left the store feeling angry and cheated.