The North Face Ontario Mills Outlet — Local services in Ontario

Rudest service ever and most humiliating experience.

I made a visit on September 24th, at around 8pm, to return a sweater. I wanted something more premium. I presented the original receipt, the unworn merchandise, and bag to the associate. Unfortunately, even with all proper documentation, the associate refused to accept my return. The associate was having a hard time verifying my payment method used for the transaction. I had used Samsung Pay. As a security measure, Samsung Pay generates a unique 16 card number. The Samsung Pay card number is different from the original card number. Thus, in order to verify card details for a Samsung Pay transaction, you must look at the Samsung Pays app. It provides you all the info you need. I then presented my Samsung Pay app to show that I did make the transaction. The associate was unable to help me. He proceeded to get his Store Manager for assistance. Unfortunately, this is were things turned bad. I presented documentation and repeated to him (the Store Manager) on how Samsung Pay works. The Store Manager kept refusing to accept my return. He didn't even bother to scrutinize the documentation. This occurred for 5 minutes. The 5 minutes involved repeating the Samsung Pay process and walking through the documentation. He claimed to have experience on these type transactions. The Store Manager did not want to accept my return. He stated that I was lying. His claim that I was lying was hurtful and humiliating to say the least. At this point, I wanted to demonstrate that everything I had was in order. I decided to scrutinize the documentation to help demonstrate that everything was in order on my side. It look less than 20 seconds to find the information their Store Manager was looking for. 20 seconds. I was then able to validate my payment method. The Store Manager then agreed to accept my return. The Store Manager was defensive since the beginning. It's not okay to assume every customer is out to "get" your company. I understand, you need to follow a defined process when accepting returns. But you should not do so in a way that takes away someone's dignity. It's almost like the Store Manager was trying to play a game of "gotcha." I'm just an innocent customer. At this point, the Store Manager could have just apologized for the inconvenience and mistake. No. Instead, he proceeds to claim that I never presented the information shown to him. The information was presented to him and his associate. He then proceeds to blurt out, "There's cameras. There's cameras." This is just me speculating. But I truly think he was saying that loudly to make people around us feel like I was in the wrong. Another bad action from the Store Manager. Again, I'm just speculating on this part. But that's how he made me feel.

All in all, my return should have gone smooth. I prepared in advance to provide all necessary documentation. The Store Manager needs to try to investigate/scrutinize documentation better next time. In addition, and most importantly, the Store Manager needs to trust his customers more and stop thinking everyone is out to get him. Making a false allegation is serious. It's even worst when you do it to a customer. Also, it's okay to make mistakes. And it doesn't help to be a bully and attempt to make someone else look bad to save face.

I apologize in advance for any spelling and grammer errors. This is the longest review I have ever written. I don't want to spend too much time here. I hope this was...

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