Castle Megastore - Eugene, OR — Local services in Eugene

I am going to start by saying that my boy friend and I shop here all the time, and have spent hundreds if not thousands in this store and other locations around the U.S. Needless to say, after our experience today, I will no longer step foot in this store. My boyfriend shopped there for me for Christmas presents. No offense to anyone that enjoys their lingerie, but I am more of a Victoria Secret’s girl myself ;) He purchased $80 worth of merchandise, and asked, just in case I didn’t like the merchandise, if he could return it, he was assured, by the store manager, that he could in fact return it, as long of course, that it wasn’t opened or used. Sadly, and feeling really bad that I didn’t like the items, we decided to return them. We went in and was told that we would have to come back in an hour, as the store manager wasn’t there yet and she would have to be the one approve the return. Okay, no big deal, we would go kill an hour. After an hour, we returned to the store, and we waited patiently as the manager was helping another costumer. A very nice store employee approached us after about ten minutes and assured us that she would be with us momentarily. When she finally helped us, she seemed irritated with us that we had to return something, and was rude to us on top of it. To further worsen the matter, she told us that we could not get the money back as my boyfriend used cash to purchase the items! And that she would only issue in store credit to us. Wait what?! My boyfriend was not happy about this, as he stated to her that she never told him about that policy when he purchased the items, only that they could be returned, packaged and unused, and with a store receipt. He told her if he knew of this policy then, that he would have used a card rather than cash. She rudely then stated that their return policy was clearly stated on the receipt, at which point I asked to see. I read the return policy on the receipt, and then I asked if that policy was also posted in the store for you to look at BEFORE you purchase items and not AFTER, as it was on the receipt. She impatiently said yes, it is posted in the store. When I pressed further and asked where, she rudely waved her hand in the direction of the store and said everywhere in the store. I looked around the store and no where did I see this policy posted, not on the walls, and not at the register, where you would think a policy such as this would be posted so that the costumer would clearly be informed of it, before purchasing items. At the end of the transaction, she exasperatedly said did I help you enough today? Rather than be apologetic or sympathetic, she was rudely and obviously done with us. I honestly have never been treated so rudely by someone that works in costumer service. I am a business owner and have worked in the costumer service industry my entire life. While the costumer may not always be right, you treat them like they are and fairly to boot, apologize for their experience and use sympathetic communication to ensure their return to your store. Had she used sympathetic communication rather than talk down to us, we would have reluctantly accepted the policy and shopped in the store, as we always have fun in this store, and the other times we have been there, the other employees have been extremely helpful, courteous and informative of their products That woman should not be a manager at this store or any store for that matter. She lacks good and clear communication skills, and completely lacks basic costumer service skills. If she hadn’t had been rude and irritated during the entire process, then maybe it wouldn’t have been such a let down to not get the cash back to take our business elsewhere. But her horrible attitude just added insult to injury. If I were the owner of this store, I would amend this policy immediately, or at least post the policy clearly with a large sign at the register so that costumers can make an informed decision before they purchase items there. Sorry Castle Mega Store Eugene, but you just lost a life...

I’ve never written a review for any establishment before, but honestly my experience here was bad enough to the point where I feel I need to let others know how horrible this store is. The customer service is absolutely horrendous.

I am 25 years old and drove through 30 minutes of traffic to pick up some fishnet stockings to wear to a festival, and when I walked in I didn’t have my ID. So I showed my student ID which was turned down, and then I looked all over my car and didn’t find my liscense, so after calling all of my roommates to see if they can send a photo of my ID, I got my friend to send me a photo of my passport which clearly states my date of birth and the name matches the student ID I previously showed, but after showing the photo and explaining the whole situation, the woman employee with dark shoulder length hair still turned me away. No wonder the store was empty, the employees drive them away.

I understand the ID policy, but if someone went through the lengths of having a roommate look through their room to send a photo of their passport, they obviously aren’t an underage kid trying to sneak into a sex store. I didn’t even want to buy anything that would require me to be over 18. If the employee was more understanding and wasn’t blatantly rude while speaking to meI wouldn’t have to write this review. And after reading previous reviews on this store, I am not at all surprised that there are so many bad reviews describing rude encounters with employees.

I am never going to step foot into this exscuse of a store again, and I strongly advise all others to...

I have been here 4 times. Every time I have been there I have been surrounded or repeatedly approched by employee. I understand its part of the their title to approach and try to "help" but if a person(me) tries to walk away or isnt really conversing , I would think that would be understood that I appreciate the gesture but would rather do this one on my own. I let this slide the first couple of times but what finally pushed me was that one of the employees literally ran up to me. First, I was startled , then told him I wanted to make a return and before I even got to the counter asked me for my items and walked away somewhere without even acknowledging me. He then came back and told me " he guesses I can return my unused pasties." The whole thing was strange. I did not have my card for them to refund me so I did an even exchange. I was followed the whole time and everywhere I was in that big store there would be some male employee right next to me. Even when I was looking at their panties, the manger ( who had been follwoing the whole time) was conveniently organizing the same rack I was at. I just grabbed what I saw first soo I can leave asap. I was so uncomfortable.. I have reason to believe it may have something to do with me being black, just a guess, but who really knows?...but what I do know, is that I will not be going back there ever again . And would rather go ANYWHERE else, even one of those truck stop...