Cato Fashions Complaint - Refund - Clothing
NASHVILLE, TENNESSEE -- On 3/19/2005, I purchased 3 items from Cato Fashions on 3167 Lebanon Road in Nashville, TN. At the end of April or beginning of May, my Visa Debit/Credit Card was stolen. I called my bank to request a new card. My bank then sent out a new card with a new card number for my protection. On 6/5/2005, I went to Cato's to return 2 of the items I purchased on 3/19/2005 which were purchased with the original Visa Debit/Credit Card that was reported stolen. The policy on the back of the receipt states "Your satisfaction is our goal. If you are not satisfied with your purchase, please return it. With your receipt, we will be happy to give you a refund. Without it, an exchange at the current selling price will be given." I also asked on 3/19/2005 what the return policy was since this was my first time purchasing anything from their store. I was informed on that date that I would receive a refund as long as I had a receipt. I went into the store and looked around to do an exchange on 6/5/2005. I found about 6-8 items of jewelry on clearance that I wanted to get and I went to the counter. When the sales rep finished ringing up my transaction, I was owed about $19. She asked for the card ending in 1539 that was used to make the purchase. I explained that the card was stolen and I now have a new card. She asked her manager, Genia, what to do. Genia said without that card, I could do an even exchange or get store credit. This was not the policy stated on the receipt or told to me on 3/19/2005. I explained that at the bottom of the receipt, under the card number, they print my name. I had already provided my driver's license and the card, all 3 with the same name. She said they would need a letter from my bank stating they changed the card number. I offered to give them the number to my bank to call and have my bank confirm over the phone that they changed the number. She still refused stating they needed a letter. I have never heard of a store asking for a letter from my bank for my card number. Also, this is very private information and I should not be forced to provide this information to get my refund. I then asked for the District Manager's name and contact information. At that point, Genia wrote down a 1-800 number and gave it to me with no name. I had no clue who I was calling. I then called the 1-800 number and spoke to someone in security who gave me the District Manager's name and extension. I waited for 3-5 minutes for either Genia or the sales rep to come back to me to help me as they had moved on to other customers and not resolved my issue. Once the sales rep came back, I explained I wanted to cancel my transaction and I needed my merchandise and receipt back. She had Genia come over and void the transaction. At that point, I asked for Genia's first and last name. Up until this point, I only knew her as the manager of the store and I was not aware of her name yet. I asked the sales rep to write it down. The sales rep gave a piece of paper and a pen to Genia and told her what I requested. Genia only wrote down her first name and handed it to me and went on with the next customer. I again asked for her last name for my reference of who I spoke with. At this time, Genia told me that was all I needed and that she knew who she was, speaking of the district manager. I again asked for her last name. At this point, she ignored me and went back to helping customers and not acknowledging me. When I asked again, she told her cusotmer to hold for a moment, came from behind the counter and walked up to me in my face. I stated as the manager of the store, she should provide her first and last name if requested. That is when she told me she was Ms. German. I asked if she was Genia German. She continued to repeat, I am Ms. German about twice. At that time, I left the store. This was the most horrible display of customer service I have ever seen and I was treated rudely and like a thief when I had my receipt and identification.