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Charleston Department Store

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Customer Service

1661 Washington St W
Charleston, West Virginia
United States - 25387

Complaints & Reviews

Do NOT stand behind product quality

Shouting Buyer Beware is not something that needs to be done over a slight

misunderstanding. Charleston Dept. Store is the same Dept. store it was

years ago and our policy is still the same. It is still the same business

that you claim you have supported for years. We try our best to provide the

upmost in customer service and unfortuantely, things that certain people do

change the rules for everyone. The employees at the University Shop were not

blatantly trying to be difficult but they are just that...employees. They

have certain rules that they are required to follow as well, and sometimes

those rules conflict with the customers needs. I understand that you only

washed the shirt, but in retail, wash means wear. Even though that is not

always the case, everyday brings someone trying to return something after

wear and we have to protect our business from that. I apologize that you

were unable to exchange your merchandise but I hope that maybe we will have

your business again.

Best Regards,

Tiana Burks

Customer Service

Charleston Department Store

Phone: 866.349.7816

Visit us online at

-----Original Message-----

From: Angie

Sent: Friday, September 26, 2008 4:43 PM

To: Charleston Department Store

Subject: Enquiry from Charleston Department Store

After attempting to contact your customer service department and recieving a

voice mail, I decided to send this message regarding your University Store

at South Ridge. I purchased a $19.99 (plus tax) tee shirt yesterday,

September 25, 2008, in anticipation of wearing it to work on Friday and to a

cookout on Saturday for the WVU/MU game. I took the tags off, washed it,

balanced my checkbook and threw the receipt away (the purchase was charged

to a credit card and I will receive a statement in a few weeks.) Upon

retrieving the shirt from the dryer, I noticed a long thread hanging from

the now unraveled hem at the bottom of the shirt. I attempted to return the

item for exchange at the store today, September 26, 2008, where the purchase

was made and was told by the three clerks behind the counter Mike, Tairra,

and Savannah (the manager, whose name is John is not available today) that I

could not exchange the shirt because I had washed it. While I would have

understood more that I didn't have my receipt, it seemed to be the fact that

the garmet had been washed that prevented its exchange. I'm VERY

disappointed in this as I had long revered the family-owned business and

have given many dollars to its support. Moreover, another customer standing

behind me with what she said was well over $200 worth of merchandise in her

arms overheard my conversation and was very upset at what she heard. She

asked the clerks, "if I purchased a $100 jacket in this store, and had it

cleaned and it unraveled, I wouldn't get it replaced?" The clerks restated

that your policy is to not refund or exchange any item that has been washed.

She placed all of her items on the counter and told them that they had now

lost over $200 worth of business plus any business from anyone she talks to.

As evidence, as we walked out of the store together, she stopped a

genteleman who was going in and told him about my story. The three of us

walked together to Target and purchased WVU tee shirts there for half of the


I am hoping that your clerks were misinformed. I am hoping that this isn't

the policy of Charleston Department Store or its University Store. I am

hoping that I haven't been proved wrong for supporting a family-owned

business since I was a teenager buying Levi's jeans in high school when I

can purchase products at a "bulk store" for less, but have believed in the

quality of the product and family. I'm from Ripley West Virginia where I

have watched the "little man" driven out of town by a national discount

chain with all of its foreign labels.

I understand that there are bad folks out there who would wear something for

a special occasion and return it for a refund...we've all seen it on t.v.

However, I wasn't asking for a refund, but an exchange WITHIN A 24 HOUR

PERIOD due to product defect. I also believe that you have lost much more in

future business, if this is your policy (at least $200 at this point) than

if you would have allowed an exchange for a $19.99 tee shirt.

Hopefully I will receive a prompt response and wont' be shouting "buyer

beware" about Charleston Department Stores.

  • Sh
    sherry Oct 31, 2008

    Slight misunderstanding? This is clearly a defect in the makeup of the shirt. And the publicity you are getting from this 'misunderstanding' is leading me away from your store and obviously lots more.
    I would understand if the reason for nonreturn was because there were no tags and no reciept. But, because it was washed? Your policy is ANCIENT!

    Sometimes, to keep your business and your good reputation as a store worth spending a few bucks on, you have to change as the customer changes. And from what I can see, there's no change.

    You can keep your merchandise and I'll keep my money until I see change.

    0 Votes

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