I attempted to return two hair care products at the Frankfort KY Supercuts location on August 31, 2023. The products I normally use were not in stock when I made the purchase. I was told I could return the products if they didn’t work for me. The purchase was made on or around July 15, 2023, and the attempted return/exchange was August 31, 2023. At the time of purchase, I was not told about the 30-day return policy, although that is not the issue of concern.
My complaint regards the rude treatment and tone of the person who identified herself as the manager. The individual accused me of trying to return a Paul Mitchell styling foam product that was empty. The foam is very light, and she referenced the can being light which she said indicated it was near empty. This was/is not true. If she hadn’t used an accusatory tone and attitude with me, I would not have been offended; however, although at first, I was polite in the face of her rudeness, she was determined to have the last word. When I calmly told her I was offended by her tone and insinuation, she continued to be even more rude and kept insisting the can was empty. The fact is, although I have had the product for 5 or 6 weeks, I only used them approximately three times. I shampoo my hair only once weekly and after three weeks I found the products I normally use at Ulta. It simply had not been convenient to return the products before today. Again, however, the issue is the insinuations and rudeness that I wish to report. When I told her I understood all companies have policies and I would leave the products I was hoping to use in exchange for those I thought I could return for her to put back on the shelf, she very snidely commented, “Have a wonderful day!” Again, it was her tone and attitude. There were two witnesses to the interaction – a stylist and her customer (a male). When I asked for someone to contact regarding the manner in which I had been treated, she told me her franchise owner was happy with her management skills and decisions and once again said very snidely, “Have a very nice day.” At that point, I must admit, I had had it and I responded that she was being a “smart ass”. I am not happy that I lowered myself to her standards and there is no excuse. I should have remained the bigger person.
I am a manager for a federal agency, and I can tell you the manner with which I was spoken to would not be tolerated in my workplace.
