Misleading and Insufficiently Disclosed Return Policy
I am filing this complaint regarding what I believe is a misleading and insufficiently disclosed return policy and return process. Before purchasing from Lacemade, I specifically reviewed their return information because I was between sizes and wanted to make sure the items could be returned or exchanged if they did not fit. Based on the information presented to me at the time of purchase, I understood that the items were eligible for returns and exchanges. I have since located a sale-item exception buried in Lacemade's detailed terms and conditions. However, this restriction was not clearly disclosed on the product pages or sale pages where I made my purchase, nor was it made clear during the return process. I believe this is an important restriction that should be prominently disclosed to customers before they purchase an item, particularly when the ability to return or exchange an item is a significant purchasing consideration. After receiving my order, I submitted Lacemade's return form and specifically requested a refund to my original payment method. Instead of informing me that my items were allegedly ineligible for a return, I received an email presenting me with only two options: A: Exchange the item for another item from the store, with Lacemade covering up to $25 of the price difference, plus a 50% off discount code for the second item. B: Receive a refund in the form of store credit or a gift card, with an additional $15 added to the original order amount. While these options may initially appear generous, neither provides the refund to my original payment method that I requested. I responded and reiterated that I was requesting a refund to my original form of payment. My return request was then rejected because the items were considered sale items. This process is particularly concerning. If these items were categorically ineligible for return or exchange due to their sale status, why was I initially presented with exchange and store-credit options rather than being informed that the items were not eligible for return? When I reponded with what I filled in the form, why did I not receive a response stating that in this case they could only offer options A or B or my request will be rejected instead of immediately rejecting me? Furthermore, if a refund to the original payment method is not available for these items, why does the return form allow customers to request one? The issue is not simply that Lacemade has a sale-item exception. Businesses can establish return restrictions. My concern is that this significant restriction was not presented clearly and prominently at the point of purchase, and the subsequent return process gave me the impression that I had legitimate return options before ultimately rejecting my request. As a first-time customer, I find this experience extremely disappointing. I am requesting that Lacemade honor a refund to my original payment method and requesting that Lacemade clearly explain why I was presented with return options that were ultimately rejected. Customers should be able to make informed purchasing decisions based on clear and prominent return-policy disclosures, rather than having significant restrictions buried in lengthy terms and then discovering them only after attempting to return an item.