Business ProfileforBack on the Racks

The first 2 times it happened I didnt notice or catch on, but this last time I figured out their scam. I brought them several pairs of unworn brand name high heels from when my daughter and I cleaned out our closets. Their policy is : 1st 45 days, you get 40% if your item sells, after that you get nothing. And, you can pick your property back up in that same time frame. Ok, every time I check my account, theres never any money in it. So, finally, I decided to stop in and look. Not ONE pair of my shoes were anywhere in the store. I went to the woman at intake and asked her, how long until the items brought in go out on the shelf? She said, within a week. Hmmm its been 2 weeks, where are my shoes?So she calls out someone else who tells me, they were probably deemed unwearable and thrown out. I said, IMPOSSIBLE, they were all brand new, expensive name brand beautiful shoes. She says well if there was even a toe print we would throw them out. ******** bc I see the shoes on the rack and they are very obviously worn. So I said where are they, I want them back, and she said, I couldnt tell you where they are I dont know. So, bottom line, they either hold items back for 45 days to keep 100% of the sale, or they are selling them some where else

*************************** openned a consignment account on 1/23/21 Current consignment money paid out is $230.10. Thank you for bringing this matter to my attention, and I sincerely apologize for the experience *************************** had at our store. We take these concerns very seriously and want to ensure that the questions are addressed thoroughly.I would like to clarify a few points regarding our consignment policy and processing:1.Item Processing: We offer 2 options when dropping off consignment items for consignors who have a consignment account. ************ items are left to be processed. Any items our customers are purchasing are entered into consignment account. If items are not accepted the processor will make notes why and enter the notes into consignor account. 2.Go through while you wait, consignor waits for processer to go through the items and any items that are not accepted are given back immediately to the consignor.2.On 7/25/24, *************************** used the drop and go process. 3.Condition of Items: We have strict standards for the condition of items we accept, and we evaluate each item carefully. If an item is deemed unsellable, it will not be accepted. See details written by processor on reasons why items that were dropped off were not accepted. Shoes too worn, toe prints, peeling, styles our customers not purchasing. All items on this ********* were not accepted. 4.Processing time: Drop and go consignments are usually processed within 48 hours. *************************** drop and go was processed on 7/25/24. 5.Investigation and Follow-Up: On 8/9 *************************** stopped into the store to inquire about her account balance. At which time the account shows the amount of $2.80 available. Staff explained that the most recent drop off on 7/25/24 no items were accepted. Staff completed an internal customer inquiry which I received from management on 8/12/24 when I was in the store. After doing an investigation I was able to confirm the drop off details. 6.Next Steps: Please know that we are committed to resolving any customer concerns that are brought to our attention. The problem with this drop off is that ******************* choose to do the ********* and Agreed to the terms on the drop off sheet. She did not choose for us to go through her items while she waited so we could give her back the items we could not accept. I apologize for the frustration and inconvenience this situation has caused. In the meantime, Im attempting to retrieve our camera footage on our consignment processing area from 7/25/24 but its a very tedious process to watch over 10 hours of processing to see if I can determine which drop off is from ******************* and if I can determine any additional details I would be happy to provide them to Ms ******* to her email address we have in our system. **I do not see a way to attach the signed agreement and signed drop off form, if you can provide me with a way to include I would be happy to provide them both***Here's a copy of blank forms: Back on the Racks Consignment Drop Off Form *For employee use only:Please provide all information below ? Older styles ? Too worn(stains, etc.)Date: ? Out of season ? Items we dont take Name: ? Too formal ? Cheap retail brands Phone #: ? Other/Explain:Initial:_________ All items that are not accepted and/or left after the consignment period will become store property.Initial:__________I understand that any items (excluding furniture) that are priced for $49.99 or less will not be eligible to be picked up if they do not sell during the 45 day consignment period. (donation forms are available at anytime)Initial:__________ I Understand that items will be priced based on what staff determine is the best selling price.Back on the Racks Consignment Agreement Name: ___________________________________________________________________Street Address: ___________________________________________________________City: _________________________________________ Zip Code: ___________________Phone Number: ___________________________________________________________Email:____________________________________________________________________*Do we have permission to send sales and store updates to your email address? (Circle one)*YES/NO Welcome, we are pleased that you want to be a part of our store!Please INITIAL the following:_____ All items being left at Back on the Racks for the purpose of resale are left at the owners risk._____ You will receive 40% of the price for an item excluding taxes and buyers fee. Once your item sells, you can come into the store and get cash, or request a check to be mailed to you._____ The consignment period is 60 days for furniture, and 45 days for homegoods, clothing, and any accessories. After 30 days, items can be marked 50% off. After the consignment period ends, items that have not sold become store property _______I understand any items priced for $49.99 or less (excluding furniture) will NOT be eligible to be picked up if they do not sell during the consignment period. (donation forms are available at anytime)_______At any time during the consignment period, an item can be discounted through special ************************** must be 18 years of age or older to consign with Back on the Racks.I have read and understand this agreement.Signature: ______________________________________ Date: ________________