My complaint:
Your return policy is causing you to loose sales.
I went to my local dollar tree in Johnstown pa. Previously I bought a cute little leprechaun decoration but when I got it home I realized that it was missing a leg. I also bought a heart tin. Both of which I took back to return. One because it was damaged and the other because I bought to many. When going to the associate for the return she was rude. I knew immediately that the answer was no before I even got a chance to explain the situation. She said that they will not return anything past the holiday. Even though it wasn’t even a week past Valentine’s Day. She scoffed at me because I bought the items at the Altoona store and told me to take it back there. I explained that I do not get up to altoona often and you were a chain store and it should not matter. Then she told me that I could not return it because it was past the holiday. She then yelled across the cash register to the manager that I want to return it. She was rude and very unprofessional. The leprechaun was not returnable because I did not happen to have the receipt. Really who keeps receipt for dollar items or really ever?Even though the items was damaged she would not even considering replacing it. She is a completely miserable sales associate and I pity the manager on having to deal with her on a daily basis. I did speak with the manager and he said the policy is that things cannot be returned. I’m sorry but your return policy is costing you sales. Not only was I absolutely frustrated at being berated and embarrassed by your employee I decided I will not go back to buy anything. I love your decorations and I would enter your store weekly to buy art supplies and decorations but I will not return because of your policies. If something is damaged or I don’t have a receipt you should still extend the curtsey of an exchange. I understand that holiday items get packed away but a week after the holiday I guarantee they were still accessible in the stockroom. If things would have been handled in a decent way and I would have been able to exchange the items I would have simply exchanged the two items and bought at least $40.00 more decorations and supplies. Instead I walked out irritated and have decided that if I do not see any kinda of resolution or response I will not be coming back to your store.
I also want to note that at a previous times I have witnessed this sales associate and another gossiping about the manager in front of me and other customers. They are obviously dominating that store. The manager must be newly hired.
Suggested solution:
1. Change their return policy to extend exchanges for items even without a receipt.
2. Contact me and offer a gift card for my items and frustration.
3. Send a secret shopper to Johnstown store to try to return an item. And to just observe your employees. (I’m not sure of the associate name but she is older.)
(Please understand that the manager was decent to me and seemed understanding but is bound by your ridiculous policies)
