The Frock Doc

21 Comments

• Emily replied 10 years ago

  Ugggh Le Chateau has the worst return policy!  It is my understanding that anything marked down is final sale, and if it is full price they offer exchange or store credit - even online - so they hardly ever get my business.  

  Both dresses look great on you, but I'd be peeved if they aren't honouring their already restrictive policy, especially since you're a repeat customer.

  I X-Posted with your ETA.  If it says you can return on the receipt, and doesn't specify a gift receipt, they should honour it.  Ridiculous.  

• Mo replied 10 years ago

  I'd stand firm if you have it in ink.  Their mistake is their mistake.  If your receipt states return before Jan. is allowed, I'd continue to point out that it's IN WRITING that you get a return.  heck, threaten to Yelp it or tell the investigative portion of the evening news if you have to!

• lyn* replied 10 years ago

  ARRRRR. NEVER MIND. Leaving. Like these dresses and nothing else in this stupid store that I like. The "other manager" I have already spoken to. 

  As much as I'd like to say they'd never get my custom again, it's not true. It's one of the few stores I can reliable find things that I like at a reasonable quality.

  I will chalk this up as an "expensive lesson in people being morons".

• Emily replied 10 years ago

  Ohhh Lyn, that is such a drag.  Maybe e-mail their customer service or write a letter of complaint?  That is really unacceptable customer service.

• Lisa replied 10 years ago

  Oh that stinks.  At least the dresses are pretty and you can wear them.  It would be worse if you were stuck with an item that was damaged or didn't fit.

• Jacky replied 10 years ago

  Wow, that really sucks. Second the idea of emailing customer service or complaining. That's really unacceptable behavior (it certainly makes me less inclined to shop there!).

• Joyce B replied 10 years ago

  The dresses are very pretty and look great in your pictures.
  The vendor's return (or lack of a return policy) totally stinks. I will keep them on my list of places not to buy from. If they want my business they have to treat me nicely.
  So sorry that you had that experience with them. At least the dresses look great on you, but still..

• lyn* replied 10 years ago

  Thanks ladies,

  I'm just being supremely grumbly. It's okay though, at least they are both dresses that I like and I'd be happy to have a duplicate of. Maybe I can even keep them at a place that isn't my house in the future ... ;)

• Gigi replied 10 years ago

  Grr, I hate this! It makes it hard even to enjoy the dresses when you have such a bad taste in your mouth. Next time something like this happens, tell the company that you post to a very large fashion forum and that you will make your experiences known, costing them future business! :^)

  The only thing good about it is that you will know to ask other places as you're at the checkout whether you can return the item for a refund. I got burned at American Apparel (no refunds, just store credit) once, so now I ask every time I buy something from a new place whether I can return it. Ridiculous.

• lyn* replied 10 years ago

  @ Gigi - I should tell them next time! LOL. The thing was, I had asked them and they pointed out the policy on their receipt giving me 2 months to return things for store credit provided I bring tags and the receipt, so I was pretty okay with that; they just went back on their word.

  I guess it's "okay" in that I got quite a few things I liked from them on pretty steep discount in the past - (I wore one leather jacket for about 7 years before it gave out; and it was $15, marked down from $320).

• krishnidoux replied 10 years ago

  Yes, right, don't take no for an answer. 

• unfrumped replied 10 years ago

  The " in writing" part but with hidden caveats makes me boil. I write a letter and cc: your version of the Better Business Bureau. Because this is not just restrictive, but that their policy writers are morons, as you say, and management thinks it doesn't matter. Or worse-- they did an intentional bait& switch. So that means a customer can never really know what the policy is. Much badness there.

• krishnidoux replied 10 years ago

  May I comment again. If it's written at the bottom of the receipt you got, they have no choice but to honor it. They can't orally change the rules on you! Then why is it written on the receipt you have? Is it written anywhere that this rule only applies to gift receipts? As if. And so if it were the case, then why not on boxing day, the day when typically one returns their gifts?  Makes no sense, and a good call to the Better Business Bureau or Consumer Protection will be an eye opener for you I am sure. 

  Let me tell you a little story of something that happened to me recently:
  Lately I fell prey to scammers, but when I turned around and defended myself through calling the appropriate bureaux, I was very surprised to discover that "suddenly" I was right, that it was "all a terrible mess" and that the "person responsible for it was no longer with them"! lol.
  In my case it was a chiro I went to see back in Sept. when I was suffering a horrible back pain, after friends recommended I do so. I chose this guy in my area because he seemed legit and had a great website. When I called I inquired about the price and was told "about $180" and I politely refused because that was too much money and chiros are not covered on my insurance. But the receptionist said the "doctor" invited me to come to his office the next morning just to help.  So I went, and finally - I was in so much pain - agreed to pay for the $180, thinking I was going to receive a treatment. Turns out he didn't do anything, asked me a bunch of medical questions and took some X-Rays, which was the cost of the $180. Ah, and they also pointed a taser-like machine on my back to show me where it hurt (as if I didn't already know!). Then they insisted I come back the following Tuesday with my spouse, absolutely, and it was at 6pm, and they couldn't make it at 6:10. (I had to shorten a class to get there on time!).
  When I arrived (alone), there were several other potential costumers there and we were fed an hour "class" which really was a pitch sale and a scare tactic, showing us X-rays of badly crooked spines that had been corrected through years of bi-weekly attendance. After this, we had to wait our turn to see the "doctor" one on one with out own X-Rays. When my turn finally came (last), he showed me my spine and it was a complete zigzag! He told me that my present pain was symptomatic of much deeper problems and if I didn't do anything right now my spine would fuse, and by January I could probably not work anymore. I was in a bit of a shock because I am quite athletic and flexible, and other than this sudden back pain I had not experienced any other problems. Yet, if I accepted his treatments, I had to sign up for 3 X a week for a few months. My work schedule did not allow this, and so he told me he couldn't help me then. I asked him if he would be willing to send to X-rays to my doctor, and he said that although usually this is never done, he, yes, hum, would send them if the doctor's office asked for them. (What I didn't know then was that these were mine and I could have asked for them right away. Be warned if it happens to you). 
  It may sound funny from the outside, but truly, I was in real pain, and seeing those pics of my spine was a deeply unsettling experience. I cried  driving on the way back. I went to see my real doctor and demanded that the X-rays be transferred ot his office because I wanted to have his say on the matter. I am a teacher and I need my back to work, thank you very much. My doctor examined me and said he could not detect any scoliosis on my back, and diagnosed a pulled muscle. He sent me to physio, and sent a request for the X-rays to be transferred. 
  The pain actually subsided within a week. 
  But the X-Rays never arrived to my doctor's office. I called the chiro's clinic and was told repetitively that they had been sent. 
  Then life took over. But I just could not shake the image of my very crooked spine and the memory of the pain. You know, it's the type of thing that comes back to nag you at 3 am when you can't sleep. A month 1/2  later I called my doctor and he had still not received the X-Rays. Call the clinic, get the same answer, and am told they had sent everything, x-rays and originals, so they didn't have anything in their possession. 
  So I took another appt. with my doc and he took X-rays, and said he would call the chiro's clinic personally. Later that day I'm in between classes and see a message from my doc's on my cell. I call back, it was my doc's secretary, the sweetest, most efficient lady I know. She was obviously very shaken because she had called the chiro's office and had been badly snarled at by their receptionist, like what they didn't have anything, and to leave them alone. For me that was the last draw. I apologized to her to have been subjected to this. Then, the next day, I was on the case. I called the College of Chiropractors of Ontario in Toronto and learned that by law, a chiropractor has to keep a record of my files including my X-Rays, and that any transfer has to happen by courier or registered mail. 
  I then wrote a polite, but firm letter to the chiro's office, telling them I was concerned that sensitive information about my health had been lost. I told them that according to the C. of  C. of Ontario, they should still have the original and to please confirm this with me. And also, if they could confirm the method of delivery, registered mail or name of the courier, so that I could try to track my lost X-rays.
  Within the hour I had a voicemail from the receptionist: "Oh, so sorry for the terrible mess, please rest assured, your X-rays are not lost anywhere in the cyberspace, we have them with us, it was another person who is no longer with us, I have found them, I take on personally to send it to your doctor's office by courier, you should get them by next week..." I made sure I recorded the message on an mp3. 
  "Next week" was last week and last week I was too sick to think about it, but I am calling my doctor tomorrow. Can't wait to see the X-rays he took too. While the chiro had me take the X-ray standing, the hospital had me do them lying on a table. Hmm... 
  Anyway, long story short: I estimate I was robbed of $180 while I was under pain, which troubled my judgement, but then, not only that, I was mentally scared by these supposedly true X-rays of my own back. I think they might have been doctored in some way. I can't do anything for my $180, but I want my peace of mind back! I estimate contacting the C. of C. of Ontario was the best move I made. 

  Sorry I took up so much space to tell this seemingly out of topic story, but I wanted to share an instance when turning around and not taking no for an answer resulted in me winning. Same with your receipt. You are within your right, and they are trying to scare you so you don't fight for your right. 

  HugsXXX

• Jules replied 10 years ago

  Krishnadoux, Can you report the rest of the incident (the misleading way they got you in, the hard sell, etc) to any body? I think you are in Quebec so not the Ontario college I assume, but is there anyway you can publicize your experience? Because it's exactly that kind of thing which makes some people think chiros are scam artists, an image I'm sure they want to escape. I'm also curious to see what the X-ray that comes looks like... That's pretty serious fraud if he showed you an incorrect xray, the kind of thing consumer tv shows are interested in... Maybe even the police.

  Lyn, how can the receipt promise something but then actually require another, unmentioned receipt? A contradiction in terms no? I would write head office and explain the whole thing, including that you shop their often, appreciate the quality and have a healthy clothing budget (well for that part maybe mention how much you have spent there this year). They probably have the policy to prevent people from 'borrowing' party clothes, but you're a good paying customer - it's not right.

  Anyway good luck to both of you - I know sometimes it's healthier to let things go - but a well-worded letter can be very satisfying to write.

• Mary Beth (formerly LBD) replied 10 years ago

  I would take pictures of that receipt, and write up this whole experience on yelp, and any other site you can.    Contact 60 Minutes.   Send them an email, and copy in Le Chateau's corporate office.   Send Le Chateau links on any reviews that you post.   Emphasize that a) you are a loyal, repeat customer, and b) you have a receipt that does not list all their hidden clauses.

  It doesn't matter what discounts you have gotten in the past.   They are using bait-and-switch techniques to get people to spend money they ordinarily might not spend - and they are providing no recourse despite having a written contract.    A receipt is a written contract.

  This kind of shoddy treatment of customers, really makes me boil!   Go get 'em!

• rae replied 10 years ago

  ARG! What LBD said. If that policy was only for gift receipts... duh, shouldn't they have only printed that clause on a gift receipt? Makes no sense. 

• krishnidoux replied 10 years ago

  @Jules, I do live in Ontario. But yes, I'm on the case. I am sure they won't be sending the same X-rays, if they even do, than the ones they showed me... and if it's the case, is there any way for my doctor to tell?
  Anyway, yes, you are right, and I am also thinking along the same lines, that it has to be busted, you can't legally operate like this. It's deceptive, and it's targeting people who are in pain. I had once visited a chiro in Montreal for one session, was charged $80 (3 yrs ago), and had gotten immediate treatment and relief. Not all chiros are scammers, of course. But this guy here, he has a clinic and sound legit... however he's not doing it right. It's not over yet. 

• krishnidoux replied 10 years ago

  @LBD, although I totally agree with you that Le Château has not treated Lyn correctly in this matter, and that yes, she can and should get her money back, unfortunately a receipt does not constitute a contract, because one needs to sign a contract for a contract to be called a contract. 
  http://wiki.answers.com/Q/Is_a.....act#slide4
  However the company made a written promise on the receipt which it is not honoring, therefore they have misguided Lyn as a customer. I found this about Alberta laws:
  http://www.servicealberta.gov.ab.ca/1786.cfm

  On this page I found this answer. It does not adress Lyn's problem exactly, since in her case, the policy and conditions ARE written on the bill. Yet, it seems, they are not complete =  false. 

  "Q.9   I received a gift that I would like to exchange for something else. I have the bill, so the store has to exchange the gift, right?

  1. Most stores allow exchanges to maintain good customer relations, but they are not required by law to do so. Before you buy any item that you might wish to exchange, make sure you know what the store's policy is. Some stores will only exchange items under certain conditions (for example, only if you have the bill, or only within 30 days). For extra security, get the store clerk to write the policy and conditions on the back of the bill and sign it."
• lyn* replied 10 years ago

  @ Krishnidoux - Wow, what a crazy experience you had! And in Canada too? That's nuts - our X-rays here in Alberta are all uploaded to a common internet based database that all doctors can (eventually) access known as NetCare; I think BC has a similar one, and Manitoba is starting to unify their imaging as well. In this day and age it's not acceptable for them to put you through that type of an experience! I think Chiropractors are like any other kind of professional - you get some really good ones and you get some really slimy ones too!!

  @ Unfrumped - Now that you mention the bait and switch, this has actually happened to one of my friends at another one of their locations; he bought a dress shirt with a tag for $25 or so, and it rung up as $50. He said he wasn't paying $50 and would be content to leave the shirt - the clerk yelled at him that now it was "in the system" so he had to pay. I really need to find somewhere else to shop.

  @ Jules - I think that number would scare me! I have written to the head office at Jacob's last year (they double charged my credit card); and they were quite kind and refunded me almost instantly and I got a personal call from some head haunch-o person to apologize. Hmm. May be risk a shot.

  @ La Belle - I checked their online return policy and indeed, the clerks were adhering to the online one - but it's sort of shoddy that it wasn't communicated to me at the time of sale that gift receipts are different - and that the receipt I was holding wasn't "good enough" - or like Rae suggested, they should have that policy only on the gift receipts.

  @ Rae - You're so smart :) I wish they did it that way; but it makes sense ... so naturally they won't do it. *shifty eyes*

• Mary Beth (formerly LBD) replied 10 years ago

  @Krishnidoux & Lyn...... awwww/boooooooo/hiss    :(   That makes perfect sense.   So really, there isn't any recourse, except to make a fuss, if Lyn is still so inclined.   I still think this is a shoddy customer policy on behalf of the company.

  At some point I guess I would be asking myself how willing I was to have a duplicate-ish dress, versus the negativity of the entire experience.   I would still write an email to the company, because they really should understand how they are alienating a loyal customer base with a really crummy policy.   It would never have occurred to me to ask for a gift receipt - really, how many people do you know that buy two fancy dresses for over $300 as a gift? I think someone at this company realizes this - and understands that people are not likely to fight for long when their return/refund is denied.  

  FWIW, you look killer in both of those dresses :)

• Alassë replied 10 years ago

  The dresses look great on you. I am very sorry to hear of the terrible way they are treating you, though.