NRS - National Roper's Supply Decatur — Local services in Decatur

I came in this past June with my boss for some shoes. Just got off work and felt out of place as it was, everything being so showroom presentable. We bought our shoes (the two elderly ladies checking out need raises. They were cheerful, energetic, sweet, down right amazing) and were leaving and saw some other shoes we missed by the door. So after thought we double backed and started looking at the shoes on display right out infront of the register where both ladies continued to remain and watch and talk with us. We both picked out another pair and headed to the register, but I took a little longer to decide. All was well until this point. And then a short middle aged woman walked over during checkout and grabbed the new box I was trying to pay for and inspected every inch of the box like she was trying to earn a scholarship. Remind you my boss is a few feet away buying the exact same thing, but the only difference between us is he looked more like the typical customer there, while I looked fit for anywhere but NRS. Long story short she handed me back my shoe box since I was already done paying for them patiently waiting and continued to act like it was routine. Except I saw the sigh of pure let down when you came up empty handed. You think all people who don't look, think, or act like you are up to no good? Well think again. Why don't you go sit back down off the main floor and finish eating that sandwich and think of all the times your feelings have been hurt for people doing the same thing to you; but mainly because you're bad for business. A simple apology would have gone a long way. I understand completely misunderstandings or the simple fact of stereotyping my appearance. But continuing to act like you ran that place and did nothing wrong. Well I guess the monicker 'Tons of Fun' wasn't a term...

Ordered a pair of boots online for in-store pickup for my husband. They had holes in them and they were sold to us that way, we just didn’t notice until he wore them for the first time, so we brought them back for an exchange in-store. Becca told us “no worries, go find another pair and you’re good to go.” No receipt given or anything. So we did as she instructed. We checked out and left. We drove from Burleson to Decatur to give these folks our business and have several times on occasion. I get a phone call a couple of hours later by a rude woman stating that they will not honor the exchange because it’s not a “manufacturer defect”. So, in sum, they sold me a defective product and refused to allow us to receive our money back on the original pair of boots, or honor an exchange. I can’t fathom how a consumer would want to exchange a beautiful pair of $200 Tony Lamas for a pair of Durango’s that are $20 cheaper and significantly less appealing... So not only am I out nearly $400 on two pairs of boots, I received several phone calls from customer service reps and the boot manager saying they will not help me in any way. The boot manager actually said in a voicemail “I’m not sure why you just left these boots here because we can’t do anything with them since it’s not a manufacturer defect.” So it’s somehow my fault that you sold me boots with holes in them and didn’t train your cashier at customer service correctly in how to process an exchange? I’m confused...The absolute worst customer service I’ve ever experienced... such a joke. I have referred so many friends and family to NRS and drove over an hour on several occasions to give them my business. Never again. I’d love to speak to a general manager or owner at this point because someone needs to do the...

This is a review of the operations for online ordering rather than the brick and mortar store. I initially had an item in my cart, wanted to see the tax and shipping but clicked shop pay and it carried my order through without verification. Simple mistake, easy fix. I scoured the website and found that only Customer Service can cancel an order or make changes. I sent an email 23 minutes later and asked to cancel the order, figuring CS would get in early morning, see the email, and cancel the fulfillment.

I get an email at 1:19 PM that they cant cancel the order because fulfillment completed the order at 12:35 PM. When I pressed why the email wasn't addressed and the order just simply cancelled, I found out that their Warehouse comes in and starts fulfilling orders at 7 am but the call center ( the people who control order cancellations and changes) don't come in until 12:30 PM on Sundays.

So in short, unless the warehouse can cancel orders separately at some point, there is no possible way to cancel anything unless its within the CS business hours which are these limited hours: Sunday - 12:30 PM to 6 PM Monday - Friday - 8 AM to 6 PM Saturday - 9 AM to 4 PM

For future reference, don't order anything from the website unless its within the Customer Service hours in case you need to cancel or make changes.

In addition, they were able to recall my package that sent out, return the item, and return my funds by today but they still charged me for the shipping, the same shipping they could have cancelled from the start. So I guess I'm out 9 bucks for the privilege of arguing with CS about their working hours and the inefficiency of their...