Poor customer service and poor returns policy

[Loz]

I recently purchased a few items online and went to exchange two items in store in line with the written returns policy. The return was within the agreed timeframe and was not a final sale item. However, both local stores declined the return since they did not understand the returns policy. In fact one store was surprised their store was a part of Mosaic Brands and that you could order from multiple brands in one order.

Mosaic customer service was not able to give any answers and instead tried to claim that returns could not be accepted if you pay via PayPal. While this was actually not my issue, I did point out that their returns policy does not state that. They proceeded to say that it was being updated, yet failed to acknowledge that the published one should actually take precedent.

So now I have two issues, firstly local stores not adhering to company policies that are published online and secondly customer service claiming that they can enforce policies that have not been published.

Mosaic Brands needs to review their processes, communicate policies clearly and improve customer service asap! While they have an extensive product line and their pricing is relatively competitive they are going to lose business if they continue to operate this way.

1 out of 5 stars