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Famous Footwear Support Ticket - Returns/exchanges

Famous Footwear Support Ticket

Returns/exchanges - Service & Exchange requirements

Created By: winencheese's Picture winencheese Last Reply: winencheese's Picture winencheese
Priority Level: [High] Status: [Open]
Created: 9 years ago Last Updated: 9 years ago
Department: N/A Replies: 0
Product: Service & Exchange requirements

Yesterday I went to the Famous Footwear in Corvallis, Oregon, where I live. I had purchased 2 pairs of the same shoes (two different sizes) for my boyfriends birthday two weeks ago. He wasn't fond of either of them and never even tried them on. We took the shoe boxes with the shoes and the original receipt back to the store to find a pair he liked. We quickly found a great pair and when I put down the boxes and handed the sales person, Yessy, the receipt. I was told I need to provide my drivers license to return and to exchange. I had the original credit card, which is a Bank of America Photo ID VISA with my 'obviously me' picture on it. I told her I don't have a drivers license but this proves I am who I say I am. She pointed out that at the bottom of the receipt it states, "We require a valid, government-issued photo ID for ALL Returns and Exchanges." She then stated, "a passport would work too". I said no, I have no passport. (Just to be perfectly clear, I am female, 48, anglo, caucasian, born & always lived in the U.S. -but none of that matters...) Then Yessy pointed to and stated that 'He' referring to my boyfriend (who wasn't even present at the original purchase), could show her his drivers license if I really didn't have one. I questioned her as to the logic of that and she again pointed to the quote on the receipt.

Being that I use public transportation and have to time my trips I asked my boyfriend to show her his drivers license to complete the transaction. He did, we completed the return and exchange.

I understand the need to see ID to make sure the credit card I used is mine, but that isn't what Famous Footwear is doing. This is a form of discrimination. Example: if I paid cash for the shoes and went to return OR exchange them with receipt, I still have to show a government-issued photo ID or I can't exchange or return. Why? Good question for Famous Footwear. Also on the receipt it states, "Return information will be maintained in a company database". So, someone pays cash, exchanges shoes, has to show a government-issued photo ID to do so and Famous Footwear has information from his/her drivers license -for a cash purchase!

Also, there is nothing that notifies you of this 'requirement' prior to your purchase. It is the fine print on the receipt -which you are given only AFTER you purchase the shoes! I asked for a 'higher level' manager to speak to and Yessy gave me the 800 customer service number. Her attitude and obvious frustration were a sign that this is a common complaint employees must deal with. Sadly her rudeness is a problem and complaint equal to the complaint to the Famous Footwear Executives making these requirement decisions.

What if my son, age 14 bought shoes from Famous Footwear with his money and had to return or exchange them the next day because they were too big. He hasn't got a government-issued photo ID? Should he have to bring in a person that has one to make that exchange?

This is crossing a discrimination line somehow -but discrimination doesn't appear to be the reason -it is more subtle than that, it is way over the 'protect us, protect them ID theft' sad-but-necessary thing. I understand extreme return policies but this is much more than that. I hope someone with the knowledge and conviction needed pursues a lawsuit. Go for it.

I like their shoes, location, variety and prices. Too, too bad.


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