boo on the manager Scott at Whitby Royal Distributing | GTAMotorcycle.com

boo on the manager Scott at Whitby Royal Distributing

CruisnGrrl

CruisnGrrl

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Went in to exchange a jacket I purchased at the Innisfil store on my way back from ride for sight (royal is royal right?). I had grabbed the wrong size and found the one time I wore it when riding the jacket balloons up and wanted to exchange for a size smaller. Yes I'd forgotten my receipt and the tags, but I figured since they track every purchase you make it shouldn't be a real issue, especially since a week before at the Innisfil store they exchanged a set of gloves my friend had purchased at a different royal distributing (whitby) and the could just use the tags off the other jacket. easy peasy right? I wasn't surprised that manager approval was needed, what did surprise me was how hostile the manager was, his attitude was like I'd just told him that I'd just knocked out his kid's dental work, the man was angry. He ended up refusing the trade, blaming it on head office (whether they had anything to do with it or not I don't know, I just know no one likes being the bad guy) and that there were blemishes on the jacket (the size smaller that I pulled off the rack had blemishes too). I really couldn't believe the guy's attitude the entire time I was there. I may still buy from other royal stores but I will be reluctant to go into or bring my friends to the Whitby store when they hate their customers so much.

BTW Scott, if you read this, I needed new gloves and some hand grips... Went down the street and spent my cash at GP where they were eager to help.
 
In Scott's defence--- did you really expect him to do a return with no proof of purchase??
 
No tags, no reciept and the jacket has been worn? Expecting a bit much here in my opinion. No need for dude's anger though, i'll give you that.
 
They have the info of the puchase in the computer....Even though I had my recipt in my pocket when I went to return something last week, didn't have to take it out - they just asked for my name and it shows everything.
 
Oh I see. Although I have been to Royal a few times I have never actually bought anything there. Sounds like dude needs to relax.
 
Why on earth should Scott return this jacket to the Whitby store, when it was quite clearly WORN? I don't think his not returning it had anything to do with the fact of where it was bought and way more to do with being splattered with bugs and not being able to re-sell it that way! Like it was his fault that YOU bought the wrong size, gimme a break!
 
CanadianTundraGuy said:
Why on earth should Scott return this jacket to the Whitby store, when it was quite clearly WORN? I don't think his not returning it had anything to do with the fact of where it was bought and way more to do with being splattered with bugs and not being able to re-sell it that way! Like it was his fault that YOU bought the wrong size, gimme a break!
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Um....when did anyone state the jacket was covered in bugs??? Were you there and did you actually see the jacket...and could tell it was "quite clearly WORN" and "splattered with bugs"? She stated she'd worn it and realised it ballooned....she never stated how long she wore it for. The fact is, if you didn't see it, you're making a pretty big assumption. Do you even know CG? Cause I do and I highly doubt it looked anything like you describe.
 
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Nyx13 said:
So you were there and saw the jacket and could tell it was "quite clearly WORN" and "splattered with bugs"? She stated she'd worn it and realised it ballooned....she never stated how long she wore it for. The fact is, if you didn't see it, you're making a pretty big assumption. Do you even know CG? Cause I do and I highly doubt it looked anything like you describe.
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I don't think minor worn condition matters much to retailers. They can always make a demo product. I think the biggest issue is that they should not accept things without receipts. I think scott was just doing his due diligence by not accepting without original receipts. I can get stolen items and try to return. This can create a liability on the store then. It's an accepted rule that it's the purchaser's responsbility to provide the receipt and tags not the store's responsibility. Scott didn't go the extra mile to help her, but he did his due dilligence to protect the store.

Always two sides of the story. Hopefully scott or royal can shed on light on this.
 
As far as I know, the retailer is under no obligation to accept returns. Retailers just do it as a courtesy. I don't believe that the manager was out of line. If I were a manager, I too would hesitate about accept a jacket with no receipt, no tags, and dead bugs on it.
 
LiNK666 said:
I think the biggest issue is that they should not accept things without receipts. I think scott was just doing his due diligence by not accepting without original receipts.
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If her information is in the computer, as it is...and she can prove who she is by supplying I.D. then this point is relatively mute. Besides, his hostile attitude is what she said she's taken issue with. Even if he says otherwise....you still have a regular Royal customer upset because of his lack of personal skills or some other issue that day.
 
Nyx13 said:
If her information is in the computer, as it is...and she can prove who she is by supplying I.D. then this point is relatively mute. Besides, his hostile attitude is what she said she's taken issue with. Even if he says otherwise....you still have a regular Royal customer upset because of his lack of personal skills or some other issue that day.
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Actually we don't know a 100% if his attitude was the poor one. It might just be interpretted that way when a customer is frustrated. I know I've been in that situation where I went "that ***!" but he was following the rules that he was restricted to. It might just be that he was restricted by company policy. Anyways, we won't know until royal posts their side of the story.

I hope things work out with OP and royal.
 
as always, two sides to the story.. BUT - yeah, I would expect a receipt to be taken in with the item. Also I would think stores would be more accommodating.. esp. the larger ones. I had a slightly bad experience at a store recently and they took care of it no problems. I was pleased about how they handled it, and it was a better response than I expected.

OP, have you tried going back to the original store?
 
Simply stated...worn is WORN! SHE chose the wrong size and WORE the jacket, making it unable to be re-sold!!! I shop at Royal and am thrilled that they won't soon be selling me a jacket that's been on the highway and exposed to bugs already, no matter the distance!
 
http://www.royaldistributing.com/main/index.php?option=com_content&view=article&id=66


RETURNS

Our EASY return policy is 30 days from date of purchase. If you are not 100% satisfied with our products, just return the part to us in like-new, unused condition. Product returns 30-90 days may be accepted in special circumstances, and are subject to approval, if accepted, they will be subject to a 25% restocking fee. Before returning any product please call 1.800.265.2970 for a RETURN AUTHORIZATION NUMBER. When calling please have your invoice information. Returns must be accompanied by a receipt. Returned items must be in unused, re-saleable condition and in it's original packaging. All returns are subject to approval. Returns must be shipped pre-paid. Returns shipped COD will not be accepted. The following items are non-returnable: electrical components, performance parts and special order items. All unclaimed, or refused COD parcels will be subject to a service charge equal to twice the shipping charge amount (to cover costs to ship the parcel both ways).
 
this was an exchange, not a return - no money changing hands from what it sounds. the store had nothing to lose in this case.
 
hard to say the item was in "like new, unused condition" when she walked in the front door with it on her back!!! Having said that--the dispute here isn't that Royal won't do the return-- she just needs to have some documentation with her to get it done...
 
I returned really used gloves with a hole in them with out a receipt. I'll I had to do is give them my information when I bought the gloves in so they can call the store I bought them from and verify that I did buy them from them!!!!

NO RECEIPT!!!! Not even a manager was called over. Sounds like Scott was having a bad day and taking it out on CG.

There is no reason why a jacket that still looks new can not be exchanged. No need for a receipt either when your information is in the computers. No tags is not a big deal either. How many times you go to a store and see make shift tags???? All the time!!!

Oh and I had bought the same jacket in October and found that it was too loose after wearing it too and returned it with out a problem. That jacket is tricky for sizing. Looks and feels like it fits proper when you try it on in the store but when you wearing it while riding it feels loose.
 
Just to be fair, of course posting one side of a story on a forum always opens you up to criticism, but we do feel the need to clarify this situation a little. Royal does everything we can to accept return items for customers whenever we can. Of course we have policies as posted above.

We do require a receipt, and the item to be new unused condition, and we give the customer 30 days. On many many occasions, we search out the receipt in our system at various locations, and from time to time, we go well beyond the 30 day policy, in special circumstances.

We, like any wise retailer in todays marketplace, know and understand customer service comes first. In most cases Royal is very very lenient in returns and helping the consumer in warranty issues. We try to help in any way we can. All of the clichés about keeping customers, and competition are well known by any good retailer. In this case, the jacket was admittedly used, and that is the #1 concern.

We don’t want to stock our shelves with goods that could be used as no one wants to buy a potentially used item. Sure, people can “clean it up, and retag it” and restock it, but do you as a consumer want to deal with a company that does as much? Where does it end? Febreeze this helmet and restock it - it had a airflow imbalance with my height and bike model. This exhaust was too loud for my bike, can you take it back? etc. You can’t just make “demos” of all kinds of products, the overhead isn’t viable for any retailer. Royal Distributing strives to give you the best selection at the lowest prices and stocking "demos" is just not feasible.

We want to make every customer as happy as possible, in some cases it just doesn’t seem possible. In some cases, (we are not saying this is necessarily the case with the original poster) people don’t like the answer to a question that most would assume unreasonable. Customers become heated in some instances and as in any retail environment, the person on the other side of the counter is held at fault, sometimes unfairly. In this specific situation, no less than 2 employees inspected the jacket and found it to have been used with bugs on the surface. At their discretion, they refused to accept the return as it cannot be resold as new.

Scott in the Whitby store is a very personable individual who values customer service, has many many years of experience and many times goes above and beyond for customers. We regret the experience that the original poster had, and don’t ever want to lose a customer, but to be fair we just can’t accept returns on used goods.
 
You need to look at the JR gpx gloves you tried to sell to me on the w/e then. They were in bad shape hense no purchase and well will not return to your store again, too many other competitors selling stuff on sale thats NEW!!!!!!!!!!!!!!!!!!!!!!!!!! End of Rant!!!!!.
Royal Distributing said:
Just to be fair, of course posting one side of a story on a forum always opens you up to criticism, but we do feel the need to clarify this situation a little. Royal does everything we can to accept return items for customers whenever we can. Of course we have policies as posted above.

We do require a receipt, and the item to be new unused condition, and we give the customer 30 days. On many many occasions, we search out the receipt in our system at various locations, and from time to time, we go well beyond the 30 day policy, in special circumstances.

We, like any wise retailer in todays marketplace, know and understand customer service comes first. In most cases Royal is very very lenient in returns and helping the consumer in warranty issues. We try to help in any way we can. All of the clichés about keeping customers, and competition are well known by any good retailer. In this case, the jacket was admittedly used, and that is the #1 concern.

We don’t want to stock our shelves with goods that could be used as no one wants to buy a potentially used item. Sure, people can “clean it up, and retag it” and restock it, but do you as a consumer want to deal with a company that does as much? Where does it end? Febreeze this helmet and restock it - it had a airflow imbalance with my height and bike model. This exhaust was too loud for my bike, can you take it back? etc. You can’t just make “demos” of all kinds of products, the overhead isn’t viable for any retailer. Royal Distributing strives to give you the best selection at the lowest prices and stocking "demos" is just not feasible.

We want to make every customer as happy as possible, in some cases it just doesn’t seem possible. In some cases, (we are not saying this is necessarily the case with the original poster) people don’t like the answer to a question that most would assume unreasonable. Customers become heated in some instances and as in any retail environment, the person on the other side of the counter is held at fault, sometimes unfairly. In this specific situation, no less than 2 employees inspected the jacket and found it to have been used with bugs on the surface. At their discretion, they refused to accept the return as it cannot be resold as new.

Scott in the Whitby store is a very personable individual who values customer service, has many many years of experience and many times goes above and beyond for customers. We regret the experience that the original poster had, and don’t ever want to lose a customer, but to be fair we just can’t accept returns on used goods.
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