On March 5th, when I was waiting to board the plane which would take me from LAX to Haneda, Tokyo, I walked by a Michael Kors store and saw a nice ivory puffer jacket on display. I took it off the hanger and tried it on, and instantly loved it. My reasoning was that since it was a puffer jacket, it would be incredibly warm and would keep me snuggly and comfortable while I was in Sapporo. I promptly decided to purchase it, and decided to wear it out of the store. The sales associate asked me to take it off so that she could scan the tag, whereupon another associate cut the tags off before I could stop her. Though I was upset, I hoped that I wouldn’t have to return the item.
About 30 minutes after I purchased the jacket, I placed it in my carry on bag, deciding that I should wait until I arrived in Japan to wear my new jacket. Then I put the jacket to the test, not in chilly and snowy Sapporo, but in Sendai, which was far more moderate in temperature, with highs in the mid-40’s. Well, I ended up freezing in that darling jacket, and because I purchased the jacket for warmth and not to make a fashion statement, I tucked the jacket away in my luggage and vowed to return it once I was back home in the states.
I returned to Los Angeles on March 19th, and learned that the area was on full lockdown, with retail stores closed. So began the ongoing contact with MichaelKors.com, engaging the chat function, calling local stores, and emailing them regularly, each time inquiring when they thought stores might reopen. This was a major headache for me to deal with, but since I was in possession of a $213 jacket which conferred almost no protection against the cold, I persisted. I was told that return windows were being extended as a result of the lockdown, and I didn’t need to worry about the return window closing on me.
Then on June 29th, I called a local MK store, and not only did someone answer the phone, but she also stated that the store was indeed open to the public. I rushed over to the store the next day, but as I was walking towards the store, I got a funny feeling in my gut that something was about to go very wrong. I walked into the store, explained my situation, and as soon as I mentioned that I had purchased the jacket at the Michael Kors store at LAX, the salesperson grimaced and said, “Oh, I don’t think we can process the return here. You see, the store you went to isn’t owned by Michael Kors, it’s owned by Hudson Group”.
The salesperson tried to enter the SKU, but the number was not accepted by the register, and he told me that I had to contact the phone number on the purchase receipt. By this time, I was fuming, frantically dialing the numbers as I exited the store, cursing under my breath the entire time. I called the number, only to be told that wasn’t the proper number, and that I had to call yet another number.
Little did I know that the second phone call would connect me to the bossiest, bitchiest, rudest woman I have encountered in years. She was VERY nasty to me and kept interrupting me as I told her the situation. It took everything in me to remain calm as I spoke with this witch. She explained that Michael Kors was franchised, yadda yadda yadda…but all I cared about was, would they allow me to return the item? Finally, she stated that the Hudson Group would issue a return, provided I sent numerous specific images of the jacket, a pic of the receipt, and proof that I had been in Japan from March 5th through March 19th.
I sent all the information over, then heard absolutely nothing. So I re-sent the emails from a different email address, thinking maybe there was an issue with the email server. Still nothing. I called her once again, and she got nasty with me, stating that she hadn’t received my emails, and why was I wasting her time? Then she provided a different email address when I implored her to do so, and I re-sent all emails from two different email servers once more.
Once again, I heard nothing. So I sent the Hudson representative another email yesterday, marked urgent, which asked her to please get in contact with me if she received that particular email. She called me today, stating that she had only received the one email, then started yelling at me, stating that I hadn’t followed directions, that I was wasting her time, and that she didn’t have to help me at all. When I tried asking her to check her spam folder, she interrupted me, started yelling again, and HUNG UP ON ME.
I re-sent all the emails yet again, from both email servers, this time with hands shaking in rage. Imagine my surprise when she responded and said that she received all my emails, FINALLY!
This battle isn’t over yet, though. Tomorrow I will mail the jacket to her office, at my expense, and wait to see if a refund is actually granted. This woman should NOT be in customer service.
UPDATE 8/10/2020: I finally received a refund several days ago!