My complaint:
I made an in-store purchase on August 23, 2022, which included paying in advanced for an in-store order due to the branch not having my requested size in stock. Later that month, I was sent a message that my order was ready for pick up and as I saw the items I knew they were also too large so I declined taking them and asked for a refund. The employee seemed to be new and made several errors, one of which was to select store credit rather than issuing the refund back to my debit card.
She asked her supervisor for help and was told by the supervisor that she too did not know how to undo this process. I agreed for the sake of simplicity to accept a store credit on a RefundMe card in the amount of a little over 80 euros. I am not sure if I was even given a receipt of the transaction following the 15 minutes of confusion with employee and supervisor.
In september I attempted to make a purchase using the issued RefundMe card, only to find that the employee never activated the card and no balance was applied to it. I have since then contacted the company a dozen times via the Eu customer service, Facebook messenger, US customer service, In-store visits (in which the employee who messed up the transaction telephoned a new supervisor and admited to remembering the transaction and apologized for her error). Since then I obliged the numerous repeated requests to forwarded my debit card statment showing the purchase, scann and uploade the defective RefundMe card, provide order number as well as go in person to the store on several occassions. All to end in messages from a new agent to start the process all over again and asking me to prove what their employee already admitted to and document what is already in their system, being that an order was made from and shipped to the store and never taken possesion of.
It has been 5 months of frustration and run around. This is compounded by the fact that on my two separate visits to the store, one employee in particular, entered the fitting room unannounced while I was undressed, supposedly to retrieve items I may have been finished with. It was obvious by her glances around the fitting room and this not being store policy, that she was checking to see if I was stealing. An assumption made only due to me being a person of color in a store which is frequented mainly by people of European decent.
I will take my melanin and money elsewhere from now on BUT first I would kindly ask the company to GIVE ME MY MONEY BACK. They now have both their merchadise and MY funds. I have no intention of letting this injustice rest.
Suggested solution:
Refund my money and document and investigate my claims of racial bias happening within the Salzburg store!