Lisa Raleigh
2.2|10 reviews
FG
Fiona G
1 reviews | Active since Member
22 Feb 2024, 12:16
Avoid Lisa Raleigh
I purchases 2 expensive identical gym tops from Lisa Raleigh - sadly after wearing one (and washing it) I realised it had been incorrectly sized (I did not spot this at 6am before my gym class) the store policy is not to accept used returns (even though they acknowledge that the product was faulty). My encounter with the store and management left me feeling like a dim witted ******** who could not understand their policy and was trying to pull a fast one on them. No possibility of an exchange - astounding that a business would risk its reputation on 1 faulty shirt. Fortunately consumers have choices. Appalling customer service and clearly poor quality control
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Replies (116)Lisa Raleigh's replyOfficial
23 Feb 2024, 06:03Hi there Fiona, as your message clearly states above; You wore/used the item (which had absolutely no defect, you chose the wrong size) to go to gym, washed it and then returned it to our store expecting a full refund. No clothing retailer would allow this! Our policies regarding returns, especially for used items, are in place to maintain the quality and integrity of all our merchandise, which we believe is in the best interest of all our customers. Nevertheless, our in-store staff escalated the matter because the team do not have the authority to override these policies. Whilst (quickly & efficiently) escalating it, you threatened our store team; Told them you would stage a “sit-in” at the store and that you would “go crazy on social media” if we did not fully refund you. Our management team calmly responded that we could not accept the returned item but that we would give you a significant discount on any other item in the store. Staf and Lisa (owners of the business) have since discussed this matter with the in-store team to establish whether your “feeling like a dim witted ****” claim is valid because client experience in our store is a non-negotiable. They have determined that the team dealt with this professionally and respectfully. Lastly, your attitude and manner was utterly disrespectful - we have camera footage of the entire encounter! Using this platform in an attempt to retaliate is disappointing and our response here is also on behalf of all those other small businesses (who try their best all day and then have folks like you unreasonably threatening and using platforms like this in an attempt to incur brand damage). If you wish to discuss this further please feel free to reach out to Staf at stafford@mybounti.com who will personally deal with it.
Best regards,
Lisa Raleigh's reply23 Feb 2024, 06:03
Official
Hi there Fiona, as your message clearly states above; You wore/used the item (which had absolutely no defect, you chose the wrong size) to go to gym, washed it and then returned it to our store expecting a full refund. No clothing retailer would allow this! Our policies regarding returns, especially for used items, are in place to maintain the quality and integrity of all our merchandise, which we believe is in the best interest of all our customers. Nevertheless, our in-store staff escalated the matter because the team do not have the authority to override these policies. Whilst (quickly & efficiently) escalating it, you threatened our store team; Told them you would stage a “sit-in” at the store and that you would “go crazy on social media” if we did not fully refund you. Our management team calmly responded that we could not accept the returned item but that we would give you a significant discount on any other item in the store. Staf and Lisa (owners of the business) have since discussed this matter with the in-store team to establish whether your “feeling like a dim witted ****” claim is valid because client experience in our store is a non-negotiable. They have determined that the team dealt with this professionally and respectfully. Lastly, your attitude and manner was utterly disrespectful - we have camera footage of the entire encounter! Using this platform in an attempt to retaliate is disappointing and our response here is also on behalf of all those other small businesses (who try their best all day and then have folks like you unreasonably threatening and using platforms like this in an attempt to incur brand damage). If you wish to discuss this further please feel free to reach out to Staf at stafford@mybounti.com who will personally deal with it.
Best regards,
FG
Fiona G's updateReviewer Update
23 Feb 2024, 11:44Hi thank you for your response.
I am happy to take responsibility for my irate response to your lack of care or interest in understanding my issue. I am interested that my taking a seat in your stride and waiting for a conversation with management is classified as a sit in. I did not interact with any customers during my wait.
Sadly you still do not understand that the sequence of events was that I tried on a white shirt, and took a green in the same size. Sadly I did not look at the mirror before heading to the gym so did not realise the size was too small until I saw myself in the mirror. At that point I thought I had purchased the incorrect size and was heading back to your store to exchange my unworn white shirt for a larger size. At that point I tried on my white shirt and realised that it was the correct size and so compared the size of the 2 shirts - the green one had been washed by that point.
I am pleased that you think your product manager handled the matter professionally - the only thing she was interested in doing was repeating your policy regarding returning washed/used items - which I understood from your store staff and again frequently as she repeated the policy. That was not a conversation, it was a statement of policy which indeed made me irate.
Sadly I did not see any point in taking up your offer to spend more money in your store. The shirts were R900 each and I believe my expectation that the sizes would be the same as the shirts were exactly the same style and only differed in colour was not unreasonable.
If you believe that washing the item caused it to shrink, perhaps it would be appropriate to label your clothing according to warn customers of potential shrinkage or the fact that the sizing is not consistent.
The impression I was left with after the conversation with management was that I had decided I did not like the item after wearing it and therefore decided to return the shirt. This was not the situation. I conclude with the fact that there was an issue in quality control and the shirt was either incorrectly cut or incorrectly labelled. Given this I would have expected a more understanding conversation or acknowledgement of the issue. Sadly that did not happen.
I am happy to take responsibility for my irate response to your lack of care or interest in understanding my issue. I am interested that my taking a seat in your stride and waiting for a conversation with management is classified as a sit in. I did not interact with any customers during my wait.
Sadly you still do not understand that the sequence of events was that I tried on a white shirt, and took a green in the same size. Sadly I did not look at the mirror before heading to the gym so did not realise the size was too small until I saw myself in the mirror. At that point I thought I had purchased the incorrect size and was heading back to your store to exchange my unworn white shirt for a larger size. At that point I tried on my white shirt and realised that it was the correct size and so compared the size of the 2 shirts - the green one had been washed by that point.
I am pleased that you think your product manager handled the matter professionally - the only thing she was interested in doing was repeating your policy regarding returning washed/used items - which I understood from your store staff and again frequently as she repeated the policy. That was not a conversation, it was a statement of policy which indeed made me irate.
Sadly I did not see any point in taking up your offer to spend more money in your store. The shirts were R900 each and I believe my expectation that the sizes would be the same as the shirts were exactly the same style and only differed in colour was not unreasonable.
If you believe that washing the item caused it to shrink, perhaps it would be appropriate to label your clothing according to warn customers of potential shrinkage or the fact that the sizing is not consistent.
The impression I was left with after the conversation with management was that I had decided I did not like the item after wearing it and therefore decided to return the shirt. This was not the situation. I conclude with the fact that there was an issue in quality control and the shirt was either incorrectly cut or incorrectly labelled. Given this I would have expected a more understanding conversation or acknowledgement of the issue. Sadly that did not happen.
FG
Fiona G's update23 Feb 2024, 11:44
Reviewer Update
Hi thank you for your response.
I am happy to take responsibility for my irate response to your lack of care or interest in understanding my issue. I am interested that my taking a seat in your stride and waiting for a conversation with management is classified as a sit in. I did not interact with any customers during my wait.
Sadly you still do not understand that the sequence of events was that I tried on a white shirt, and took a green in the same size. Sadly I did not look at the mirror before heading to the gym so did not realise the size was too small until I saw myself in the mirror. At that point I thought I had purchased the incorrect size and was heading back to your store to exchange my unworn white shirt for a larger size. At that point I tried on my white shirt and realised that it was the correct size and so compared the size of the 2 shirts - the green one had been washed by that point.
I am pleased that you think your product manager handled the matter professionally - the only thing she was interested in doing was repeating your policy regarding returning washed/used items - which I understood from your store staff and again frequently as she repeated the policy. That was not a conversation, it was a statement of policy which indeed made me irate.
Sadly I did not see any point in taking up your offer to spend more money in your store. The shirts were R900 each and I believe my expectation that the sizes would be the same as the shirts were exactly the same style and only differed in colour was not unreasonable.
If you believe that washing the item caused it to shrink, perhaps it would be appropriate to label your clothing according to warn customers of potential shrinkage or the fact that the sizing is not consistent.
The impression I was left with after the conversation with management was that I had decided I did not like the item after wearing it and therefore decided to return the shirt. This was not the situation. I conclude with the fact that there was an issue in quality control and the shirt was either incorrectly cut or incorrectly labelled. Given this I would have expected a more understanding conversation or acknowledgement of the issue. Sadly that did not happen.
I am happy to take responsibility for my irate response to your lack of care or interest in understanding my issue. I am interested that my taking a seat in your stride and waiting for a conversation with management is classified as a sit in. I did not interact with any customers during my wait.
Sadly you still do not understand that the sequence of events was that I tried on a white shirt, and took a green in the same size. Sadly I did not look at the mirror before heading to the gym so did not realise the size was too small until I saw myself in the mirror. At that point I thought I had purchased the incorrect size and was heading back to your store to exchange my unworn white shirt for a larger size. At that point I tried on my white shirt and realised that it was the correct size and so compared the size of the 2 shirts - the green one had been washed by that point.
I am pleased that you think your product manager handled the matter professionally - the only thing she was interested in doing was repeating your policy regarding returning washed/used items - which I understood from your store staff and again frequently as she repeated the policy. That was not a conversation, it was a statement of policy which indeed made me irate.
Sadly I did not see any point in taking up your offer to spend more money in your store. The shirts were R900 each and I believe my expectation that the sizes would be the same as the shirts were exactly the same style and only differed in colour was not unreasonable.
If you believe that washing the item caused it to shrink, perhaps it would be appropriate to label your clothing according to warn customers of potential shrinkage or the fact that the sizing is not consistent.
The impression I was left with after the conversation with management was that I had decided I did not like the item after wearing it and therefore decided to return the shirt. This was not the situation. I conclude with the fact that there was an issue in quality control and the shirt was either incorrectly cut or incorrectly labelled. Given this I would have expected a more understanding conversation or acknowledgement of the issue. Sadly that did not happen.