For your information should you be considering purchasing products from Cheaper Than Dirt, I'm noting an experience that my wife and I had with store ownership and management last Saturday. I'd like to preface my remarks by saying that we understand that a store has a right to set and change its policies as it sees fit, but we believe this experience illustrates a bad business practice and poor customer relations.
We recently attempted to return a Sure Fire 6P to Cheaper Than Dirt located in Fort Worth, Texas in accordance with their 30 day return policy, but they refused stating that they don't allow returns on Sure Fire lights. When I tried to politely protest to the salesclerk, she abruptly said, "I don't want to talk about it, I'm going to get the manager".
The manager asked the owner in the back office if he would accept the return, and the owner said no. I pointed out to the manager that their salesperson informed me, at the time of purchase, that they did indeed accept returns on Sure Fire lights: the manager said that the salesperson was misinformed, and they would not honor their salesperson's misrepresentation.
I also pointed out that their printed return policy, which is posted throughout the store as well as at the registers and on the receipt, states that returns are allowed for everything except food, firearms, and ammunition: nothing is mentioned regarding Sure Fire lights in the exceptions. The manager stated that they used to have a separate sign posted above the Sure Fire display stating that they did not accept Sure Fire returns, but he did not know what happened to the sign (this sign was not posted when I purchased the flashlight, either). He refused to honor the return and stated that a sign would be posted the next day. The salesclerk suggested that I could give the light as a gift: I found this statement to be insulting, but I let it slide.
I also mentioned that I had also purchased two 9P's and one 9Z from them which I am happy with and intend to keep: the 6P simply did not put out enough light for my needs. They still refused to honor the return.
I asked to speak to the owner, but the manager said that the owner would not come out and talk to us.
I've since checked the store's return policy on their website, and it states,
"OUR GUARANTEE: CTD offers a 100% satisfaction guarantee. If for any reason, you are not happy with your purchase, you may return that purchase to us within 30 days of receipt for a refund, replacement or credit less shipping and handling. NO RETURNS AFTER 30 DAYS. Ammunition and food items cannot be returned."
See http://www.cheaperthandirt.com/serv.htm
As I said, a store has the right to set and change its policies as it sees fit. However, I believe that it's bad business and poor customer relations to refuse to honor such a clearly stated return policy. I've spent a lot of money in this store, and I've returned little. I'm surprised that the owner would be willing to lose a customer in order to stick by a policy that is decidedly different than that which he's represented to his customers. I considered purchasing two new Sig Sauer pistols from this store, but I'm afraid that I'll have to take these purchases elsewhere.
I wanted to let potential customers know of my experience so that they would be aware that Cheaper Than Dirt's actual policies may be different than their stated policies.
The store address and phone number is:
Cheaper Than Dirt
Owner: Michael Tenney
2522 N.E. Loop 820
Fort Worth, Texas 76106-1809
Phone: 817-625-7171
We recently attempted to return a Sure Fire 6P to Cheaper Than Dirt located in Fort Worth, Texas in accordance with their 30 day return policy, but they refused stating that they don't allow returns on Sure Fire lights. When I tried to politely protest to the salesclerk, she abruptly said, "I don't want to talk about it, I'm going to get the manager".
The manager asked the owner in the back office if he would accept the return, and the owner said no. I pointed out to the manager that their salesperson informed me, at the time of purchase, that they did indeed accept returns on Sure Fire lights: the manager said that the salesperson was misinformed, and they would not honor their salesperson's misrepresentation.
I also pointed out that their printed return policy, which is posted throughout the store as well as at the registers and on the receipt, states that returns are allowed for everything except food, firearms, and ammunition: nothing is mentioned regarding Sure Fire lights in the exceptions. The manager stated that they used to have a separate sign posted above the Sure Fire display stating that they did not accept Sure Fire returns, but he did not know what happened to the sign (this sign was not posted when I purchased the flashlight, either). He refused to honor the return and stated that a sign would be posted the next day. The salesclerk suggested that I could give the light as a gift: I found this statement to be insulting, but I let it slide.
I also mentioned that I had also purchased two 9P's and one 9Z from them which I am happy with and intend to keep: the 6P simply did not put out enough light for my needs. They still refused to honor the return.
I asked to speak to the owner, but the manager said that the owner would not come out and talk to us.
I've since checked the store's return policy on their website, and it states,
"OUR GUARANTEE: CTD offers a 100% satisfaction guarantee. If for any reason, you are not happy with your purchase, you may return that purchase to us within 30 days of receipt for a refund, replacement or credit less shipping and handling. NO RETURNS AFTER 30 DAYS. Ammunition and food items cannot be returned."
See http://www.cheaperthandirt.com/serv.htm
As I said, a store has the right to set and change its policies as it sees fit. However, I believe that it's bad business and poor customer relations to refuse to honor such a clearly stated return policy. I've spent a lot of money in this store, and I've returned little. I'm surprised that the owner would be willing to lose a customer in order to stick by a policy that is decidedly different than that which he's represented to his customers. I considered purchasing two new Sig Sauer pistols from this store, but I'm afraid that I'll have to take these purchases elsewhere.
I wanted to let potential customers know of my experience so that they would be aware that Cheaper Than Dirt's actual policies may be different than their stated policies.
The store address and phone number is:
Cheaper Than Dirt
Owner: Michael Tenney
2522 N.E. Loop 820
Fort Worth, Texas 76106-1809
Phone: 817-625-7171