Evonna J.

I'm disabled so getting out for me isn't always easy that's why I do 100% of my shopping online several times per week. Upon attempting to return online purchases at a Rainbow shop location the manager insisted that their store had a 7-day return policy should customer want cash payment and that my only option was in-store credit. I told her that wasn't true, that it's a 30-day return policy and that I don't want cash but for my credit card to be refunded. She refused, I left and the following day I called customer service. Customer Service stated that the manager was incorrect and that she herself hates when the store employees give out wrong information and she apologized to me for the clerk/manager's actions. Customer Service then instructed me to return to the store, explain the return policy to the manager and show the manager the back of my order slips that detailed their policy; also the representative instructed me to call Customer Service department back while in store should the manager continue to refuse to accept return under the correct policy.

So, I returned a couple of days later and instructed my son to record the interaction because I felt that the manager was going to give me a hard time and I knew that if I was being recorded as well that I would control responding negatively according to the manager's disrespectful attitude and behavior. Needless to say, the same manager gave me the same response, I told her she was incorrect and showed her the return policy on the back of my order form and she still insisted that she was right, that she's been telling customers about the return policy there for a long time and that even on the back of their receipts printed out after purchases that the return policy states "7-days". I said to her that just because the receipts states that, that doesn't mean it's correct information and that I'm going to call customer service so that she can hear/speak with them and she replied, "Go ahead but it's not going to make a difference or change anything."

I called customer service and as I explained the situation the manager leaves the counter as if she didn't want to hear what the representative had to say about the return policy. The manager then reacts to my son recording the incident by saying: Oh, he's recording me! He's recording me! Who does that!

I replied, "Who gives out incorrect information?" She then tells my son to stop recording and we refused so she instructed another employee to call security on my son. By this time several more employees surround the checkout counter, a few of which kept interjecting while the customer service rep on my speaker phone gave the store policy. The manager continues to respond negatively to my son and he respond back to her that he wasn't doing anything wrong nor being disrespectful and that she was acting a little bit extra. She then was told by another employee to go to the back and calm down. Another older employee asked my son to walk away with them and I instructed my son to stay by my side.

Another older employee whom stood by the counter beside me the entire time thought it was necessary to chastise our 20yr old son by telling him that he shouldn't have been disrespectful to the manager because she has sons too and that Black young men are getting into trouble, etc. I ask how was he being disrespectful because he didn't curse nor call her names? The lady contined to talk, not answering my question so I asked twice exactly what did he say that was disrespectful? She never responded even when our son asked her the same question; instead she continued to chastise him.

They still refused to acknowledge the customer service rep nor the policy on the back of my order form, telling me to come back a THIRD TIME when the District Manager would be available! I refused whilst the customer service rep continued to explain over and over Rainbow's return policy. Finally an employee called the District Manager, placed her on the speaker phone and the District Manager reiterated THREE times EXACTLY what the customer service rep and I both explained to them several times.

Needless to say, another manager came from another store at the shopping complex and refunded my card accordingly. There was this employee named Ashley whom were courteous to me the entire time we were there (about 20-25min). Ashley apologized several times while the manager that was rude NEVER apologized nor acknowledged she was wrong about the return policy. She was more concerned about the video being placed on social media and about being right rather than providing exceptional customer service.

I've never experienced anything like this whenever I've made business or consumer transactions. This was an awful, unprofessional, unforgettable experience in which I hope to never experience again.