I just wanted to share that since they updated their system in the stores, it is near impossible to do a return in store for items you purchased on their site. The store managers will say it as well.
I used to be able to return without issues. They looked at the receipt and processed it in the system without a single issue. That is no longer the case. They scan it and the computer says something about it not being found (I looked at the screen myself). The manager will call customer service and get the run around. The only real choice the store can do is to do an exchange or return for merch card due to the system failure. They can also offer to ship it back for you and then you get refund to your card when they receive it.
I spent 30 minutes on the phone in the store with customer service. I talked to a rep, a supervisor, and a manager. Not one of the online (phone) reps could help even after the manager said that he processed the refund by pushing it through and agreed that my store would ship it back. He said the refund was done and I would get an email receipt, but a couple days later and no receipt still. I will give it a few more days and if nothing is refunded, I will dispute with my credit card and report to the Better Business Bureau.
I have had problems with their customer service in the past saying they would do something that they didn't end up doing (send me a new lock for the Hamilton). Store employees even state the online/phone customer service sucks for them.
This is why I prefer to spend my money at the department stores- the deals I get there and the ease of doing a return/exchange. I like the girls in my local MK store, but this has been ridiculous. It stinks that certain items can only be purchased at the MK store/site. The stores don't even carry all that the site has
I used to be able to return without issues. They looked at the receipt and processed it in the system without a single issue. That is no longer the case. They scan it and the computer says something about it not being found (I looked at the screen myself). The manager will call customer service and get the run around. The only real choice the store can do is to do an exchange or return for merch card due to the system failure. They can also offer to ship it back for you and then you get refund to your card when they receive it.
I spent 30 minutes on the phone in the store with customer service. I talked to a rep, a supervisor, and a manager. Not one of the online (phone) reps could help even after the manager said that he processed the refund by pushing it through and agreed that my store would ship it back. He said the refund was done and I would get an email receipt, but a couple days later and no receipt still. I will give it a few more days and if nothing is refunded, I will dispute with my credit card and report to the Better Business Bureau.
I have had problems with their customer service in the past saying they would do something that they didn't end up doing (send me a new lock for the Hamilton). Store employees even state the online/phone customer service sucks for them.
This is why I prefer to spend my money at the department stores- the deals I get there and the ease of doing a return/exchange. I like the girls in my local MK store, but this has been ridiculous. It stinks that certain items can only be purchased at the MK store/site. The stores don't even carry all that the site has
