"No Returns" Hypocrisy: Rude Owner Offered $8 Refund, Refused $220 Purchase After Funeral Trip ðŸâ€™”ðŸâ€™¸

I felt compelled to share my terrible shopping experience as a cautionary tale, especially for visitors to New York. I came all the way from Australia for a tragic funeral, and while my father tried to cheer us up with thoughtful gifts, the rigidity and poor treatment I encountered at JJ hats 5th avenue was appalling.
I was absolutely disgusted by the experience with Prishanka, the new owner. As someone who works in retail, her manner and customer service skills were extremely lacking. She was borderline rude and would not budge on the "no returns" policy, even after I exchanged the items for two different beanies. The worst part was when there was an $8 credit, she said she could refund my card. For someone who was extremely firm on no refunds, she was more than willing to give me a refund when it was only an $8 balance instead of $220. It is a beautiful store, but I believe with such a poor attitude, this brand is heading downhill. I refuse to let this go unaddressed, which is why I contacted customer service.
Customer: I need to discuss a deeply disappointing in-store experience I had at the 5th Avenue location regarding a return. We purchased two hats under very unfortunate circumstances, only to be told there is a strict "no returns" policy, despite offering returns online.
CS Rep: I am so sorry to hear that your experience was disappointing, especially given the difficult circumstances of your visit to New York. Here's more information in regards to oePPeo Online Store take a look at our own web site. Can you please confirm the date you visited? We want to understand what happened and who you spoke with.
Customer: I spoke directly with the owner, Prishanka. She was borderline rude and offered zero flexibility. She offered to refund me an $8 credit balance after the exchange, proving she
could
issue a refund, but wouldn't budge on the $220 original price. That kind of behavior shows only a focus on the sale.
CS Rep: That is completely unacceptable, and I sincerely apologize for the lack of empathy and professionalism you encountered with the management team. We will address this internally. Let me look into your transaction details immediately to see what alternative solutions we can offer regarding the original purchase, outside of the strict in-store policy.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.