Finish Line Complaint - Very poor customer service
SAVANNAH, GEORGIA -- My complaint w/Finish Line is that store employees at both stores located in the two large malls (Savannah, GA) are not familiar with OR choose not to recognize Finish Line's return policy.
I tried to return what I view as a manufacturer's defect on Timberland Furious Fusion boots. The mesh material started to fray at the seam line. While I did wear these boots a couple of times briefly, the return policy clearly states that "Normal wear and tear is not warrantied on any merchandise. Exchanges on worn merchandise will only be made when the damage is caused by a manufacturer's defect. Items cut or sliced by sharp objects cannot be exchanged. After 45 days, items may not be returned for any reason."
The frayed seam was on both boots in similar locations and was not a result of being cut or sliced by a sharp object, but an obvious defect with manufacturing/materials. You'd think anyone with an ounce of common sense would have realized this, but the "manager" at the Oglethorpe Mall store in Savannah, GA had to go ask her manager and they determined within about 5 seconds that the frayed material was caused by something snagging on the boots. (In the same place at the seam line on both boots?)
I have now contacted Timberland to try to resolve this, no thanks to Finish Line for not honoring their return policy on defects. By the way, the Finish Line corporate customer service provided no help either. I will no longer be providing Finish Line with any of my business.
A. W. in S. C.
Update : 02-05-11
I sent the boots back to Timberland with a prepaid return label provided to me by the company, and recieved a new pair within approx. 2 weeks. Unfortunately the new ones are coming apart in the same way.
I will continue to buy Timberland products, just not anything with similar constrution and materials to the original boots.