Gadfly

6÷3÷2011
HORRIBLE online shopping experience with Gadfly Dreams boutique. I bought a dress, it didn’t fit properly and I called them to request a return. What should’ve been a straightforward transaction became a case of false, dishonest advertising and terrible customer service.
Before purchasing the item, I read their return policy; the item, if not custom-​made or on sale, is returnable within 14 days. So I called and sent them an email. Aside from 1 email response, that says «We only accept returns for certain circumstances. What is the reason you would need to return this item?» I heard nothing. I left a couple more phone messages and emails. My partner even attempted to contact them. After a week of hearing nothing, I finally got a response after repeatedly leaving messages. A rude email:
«You can do as you please. I will not accept a return because you don’t like the way it fits. This is not of my concern. I am sorry but we have to set standards on returns somewhere. If the size was incorrectly sent out you would have an argument. If the dress was defective you would have an argument. None of these issues are the case. I will not accept a return on an online order for the reasons you have expressed. It should be stated more clearly in our return policy what reasons we accept returns and I will do my best to clarify. –Eric Enard, Creator and Director of Operations, Gadfly»
Ok, it’s a store’s prerogative if they don’t accept returns, sure. However, my issue with them is:
1. Why is this not defined in your online return policy? (He even conceded that it «should be stated more clearly in our return policy»)
2. How come it took a week for you to respond, and then, in a nasty, unprofessional manner? (You think ignoring calls is the way to resolve this situation? Up until now, I’ve been patient and courteous)
So finally, after I had to get assertive and ask Eric, did he honestly believe he’s conducted fair business practice and done nothing wrong, this is the response I got:
«You can have or take whatever approach you choose to the situation. I am a fair person and conduct fair business practices and have shipped out well over 300 items. I understand having unsatisfied customers is a necessary flaw that will exist in all businesses. You would be one of maybe 3 unsatisfied customers. As it is disappointing you are unsatisfied I cannot help you any further.»
Apparently, it’s acceptable for them to have unsatisfied customers; Eric thinks he is being «fair» by ignoring his customers, then being rude in response. He would rather play velvet rope boutique bouncer, decide his policies on the fly and burn bridges than suggest a reasonable solution, like issue a store credit.
Normally, I am a big supporter of indie companies (have written positive reviews and blog posts.) I WANTED to like these guys and what they stand for. However, for businesses with shady practices, I have to call them out; I don’t want other people to deal with this kind of attitude or have to go through such a lame experience. Negative stars if possible! Read their online policy below and judge for yourself:
«Custom-​designed clothing, and other made-​to-​order items require payment in full upon order, and cannot be returned or exchanged. Items that are custom are notated as such in the product descriptions. For non-​custom items Gadfly LLC strives to provide our customers with the highest quality merchandise and an unparalleled shopping experience.
If you are not completely satisfied with your non-​custom item, you may return it, for a refund, exchange, or store credit. Returned items must be unused, in their original condition and their original packaging.
Simply call us within 14 days of receipt of the item and we will issue you a Return Authorization Number (RA#), which is valid for 10 business days. Upon receipt of your approved return, Gadfly LLC will either issue a refund for the purchase price of your item (s) to the credit card used for your purchase or ship the item you selected in exchange.»