Lebanon >Marti & Liz's Discount Shoes
Unprofessional Customer Service.
I just got off the phone with an employee at Marti & Liz's Discount Shoes in Lebanon, TN.
I was calling to see if they had a certain type of boot and the woman who I spoke with was very short with me. She said I would "just have to come in and see."
When I asked if she could check inventory when it was convenient for her and just call me back later today, she said they weren't allowed to call customers back, that it was "against store policy," before suggesting again that I just come in and look for myself.
Living over half an hour away, I wouldn't waste my time or gas to "see for myself" how rude she is in person, let alone if they have what I was looking for or not!
I am not impressed with their customer service!
NEVER AGAIN!!!!!!!!!!!!!. I have purchased quite a few pairs of shoes from Marti & Liz, including some clothing items, my family, boyfriend, his family, and some of our friends also purchase shoes there quite a bit. BUT NEVER AGAIN will I step foot in the Marti & Liz store in LEBANON, TN!!!! My boyfriend bought a pair of hunting boots (he had been waiting on the "perfect" pair) in his size. He tried them on at the store, and they fit. He brought them home and put them on to show me, because he was excited that he finally found some that he liked. Well, after wearing them (in the house) for no longer than 5 minutes, they started hurting his feet. The tops of the shoes were too tight, apparently where "they" had re-glued the soles before sending them to the store. So we took them back to the same store that we bought them from (only a couple of days since the purchase with receipt), and he asked if he could exchange them for a different size. They told him no!!!! Apparently they have this little "rule" where they don't allow returns on hunting shoes. She said that the bottoms of the shoes had "as is" written on the bottom and flipped the shoes over and showed it to us. I have pretty good eyesight, and I would have never even noticed that, had I not known it was now there. The shoes looked brand new and he had never worn them, besides showing them to me at the house the day he bought them. He just wanted a larger size, and if they didn't have the size he needed, he was going to get a more expensive pair that he'd looked at before, and just pay the difference. She told us that she wasn't allowed to do that, and that was their company policy. I work for the corporate office of a very large retail/shoe chain, and if I ever found out that one of our stores treated a customer the way we were treated at Marti & Liz in Lebanon, TN, I would be digusted. They have not only lost mine and my boyfriend's business, but they have lost my parents, his parents, his brother, his sister and her family, and a few of our friends' business as well. I guess when business starts getting good for people, they start forgetting who made their business grow. Knowing that you can return something when you aren't happy with it is a peace of mind for a customer. If they can't return soemthing that they bought for themselves or for someone else as a gift, do you really think people won't go somewhere else to shop?? I know I will.
Excuse me. I absolutely love Marti & Liz and was thrilled when I began working in a town with one nearby. I have shopped on my lunch break for years and can be counted on for at least one purchase a month. Well, this ends TODAY.(12.3.08) I have always found the staff courteous although not over friendly, however when I went there this morning to return a pair of shoes that I had planned on giving to my mother for Christmas (I found out over Thanksgiving that she already had the color) the associate was less than professional. I am aware of their 'store credit/exchange only' policy so I had chosen another pair to exchange. After waiting at the counter for a couple of minutes without so much as a hello from the associate standing directly behind the counter going about her business I was finally waited on and told that I could not return the pair of shoes because they had been worn. I told the story of the gift for my mother, mentioned that the shoes had not even been out of the bag in the weeks that I had owned them, and that they were not even my size to wear anywhere. She then told me that 'they' sand the bottoms of the shoes before sending them to the stores and that this pair had been worn. Now, I cannot tell you how many shoes I have purchased from Marti & Liz that have no more been sanded than I anything, but this pair of shoes actually were relatively smooth on the bottom and CLEARLY CLEAN. This very rude associate basically called me a liar and told me that she could not help me. I have been in a management position in a global retail chain in the past and I am hear to tell you that unless those shoes were OBVIOUSLY worn (and let me say again that they were not) there should be no questioning of the customer, especially their character whatsoever. I am highly disappointed and more than displeased at today's events. Marti & Liz's may not have lost a customer, but the Marti & Liz in Lebanon, TN did.
The first place I shop!. This place is great! They have all kinds of shoes here, and even a few clothes. The sell them at a BIG discount, but I always leave feeling like I got top quality merchandise. They have a good range of sizes also. Many brand names to choose from!
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