With an upcoming birthday on the way I decided I wanted some Lorna Jane items from my husband.
Whilst out shopping I made some purchases and left the store. I called my husband to advise of this and he then advised that he had just purchased me a gift voucher also.
No later than 5 minutes after the purchase of the gift voucher and the products, we both returned to the shops to ask if a refund on the items could be granted and be repurchased with the gift card. According to the Lorna Jane returns policy this could not be granted. I then proceeded to call the head office and spoke to the Customer Service Manager who in no way was willing to assist with this matter. After advising the customer service manager of the incident, as well as the financial hardship we are currently going through with a new baby, part time work, as well as a mortgage she still continued to advise that unfortunately that is their policy and there are no exceptions to this.
The sales assistance where more then happy to take our money, however nobody including the "customer service manager" where willing to assist in resolving this issue.
Coming from a customer service background myself I must admit I am mortified with this horrible experience. This is the worst customer service that I have EVER received and I refuse to shop with this company again. The novelty of the overpriced products and bad service have left a sour taste in my mouth.
So I ask, if you were in this situation, do you think this was handled correctly? Do you see anything wrong with granting a refund within 2-5 minutes of purchasing a product? There needs to be some flexibility in this.
I will continue to spread the word regarding this poor experience as I have many friends who regularly shop at Lorna Jane, I would also appreciate if after reading this you pass this on to your friends. The more the word spreads the better off us consumers will be!!
Lorna Jane in no way care about their loyal customers!!!