First, thanks for asking about my experience. We purchased two fire red jackets they are gorgeous and perfect for a 49er season ticket holder. My daughter in law loved it, so she ordered one as well. Everything was great initially!
I however tried to exchange a jacket that my daughter had ordered on line. The jacket was never worn, had all the tags, and was in the original packaging. It was simply the wrong color. I understand that the policy is only 30-days, but there was a reason why we couldn’t make it back to the store or ship it back. My father had been diagnosed with cancer and then passed. We were consumed with his care and focused on spending all of our time with him. As a family we have really struggled with his loss. We shared our story but your cashier repeated the policy three times with no compassion. Compassion wouldn’t have been measured by having an exception to the policy made but an attempt to escalate would have been appreciated, even if the result would have been the same.
I have had other family members and friends ask me about the jacket I start every story with my experience, which is a shame. But it left a lasting negative impression. My dad was an entrepreneur he had three storefronts in the Mission district and one in the embarcadero. He empowered his employees and his family to make decisions for customers since we all worked there. It’s just interesting to see how one small business treats their customers versus another.
I hope to wear the red jacket at an upcoming game along with the other girls in our family, but I will never share the brand. I will simply say we bought them on Amazon. I won’t send more customers your way. I don’t think it will make a difference to your bottom line but it’s a way to honor a man who never forgot that the customer experience really matters.
