Frame Blame

Zara's lack of anger has left a black hole and void which the rest of us must now recover. There are PLENTY of things to be angry about, so, in love as I too am, I will have to step up to the plate. I started today, not 20 minutes ago, when I went to The Art Store to return an inexpensive frame I bought last week. Details are below:
One week ago I purchased the frame, only to open it at home and see that the plexiglass was scratched (under 2 layers of plastic). Despite the receipt saying that returns would only be accepted for items in the original packaging, I thought for sure their customer service would step in with some sort of customer-is-always-right-here's-your-refund-with-a-smile. I took the opened frame in with the receipt this afternoon, and Jim refused to refund my $13. I explained to him that I was aware of the policy, but surely they would make an exception for this obviously inferior product. "No", Jim explained, because, "There's no way I can know that you didn't scratch it and we can only accept returns that we can resell." Could I speak to the manager? "No." Is there truly nothing I can do? "No." Not even an apology...I understand that in his peon part time job status, Jim's only following rules, but does that also entail offering no semblance of sympathy? Apparently. I started to walk out of the store, when Jim kindly asked, "Do you want to take the frame with you?" Seriously, it was scratched something awful-- completely unusable. And finally, "Well, do need parking validation?" My response to both these questions? "No."
Below is my e-mail fired off to customer service.

I purchased a frame at your Brookline Ave. store in Boston last week, and when I opened it at home, the surface of the plexiglass was scratched (under the double layer of plastic!). I understood from the receipt that the store couldn't accept returns for opened products, but I would have hoped that you would have a policy supporting the customer that trumps that policy. It's a $13 frame-- no great financial loss for me, or, certainly for your store. But now you have lost a multi-year customer-- worth a lot more than $13. I asked the man helping me if I could speak to the manager, and he said, "no". I was offered no alternative recourse (no refund, no store credit, and most importantly, NO APOLOGY!). Your policy, for honest consumers such as myself, is like nothing I have encountered at any other business, and is flawed.

**Editor's note: An e-mail exchange with the regional manager yielded an apology an explanation that the peon was likely following the policy for the frame makers, not the store, and a promise of a refund, if I bring the frame back to the store...which I would do, if I hadn't left it there in my fit of anger...The apology is good enough for me.