I created an online account and ordered a pair of men's running shoes. They weren't a good fit. I went back to my online account and there was nothing in the order history. I had to call the company, wait on hold for an extended period of time and have them research and provide me with my order number (remarkably, the actual order number wasn't in the emailed receipt). Because of the hassle, I asked that they cover the return shipping cost. The representative asked and her supervisor said that they would be happy to do so as a one-time courtesy, and a label was provided via UPS. She also told me that she was going to make sure that the glitch with my online account was corrected and that my order history would show my recent order, etc.
I ordered another pair a few weeks later. Again, not a great fit. I went to my online account to get a return started and, incredibly, the EXACT scenario unfolded. Both purchases were not anywhere to be found in my order history, which was empty. I again, had to take time out of my day, call the company, wait on hold, explain yet again what happened and get the order number (which was again not on my emailed receipt on the date of purchase). I asked that because the exact same hassle occurred, that they pick up the shipping. The representative, Stephanie, asked her supervisor and he said NO. His reason was that it was already done on a one-time basis. I tried to explain to her that what happened before had nothing to do with this new situation, as they never fulfilled their end of the deal last time as the same issues with the online account recurred. We got into a whole back-and-forth and it was stunning how they just didn't "get it." I told her that she would be saying the exact same thing to me if the roles were reversed, which she couldn't deny. Finally, on the recorded line, I asked her a yes or no question: It is okay with your company, over a $9 or $10 shipping fee, to lose ANY AND ALL future possible orders from a customer and his family, given that the issue that occurred would have been completely avoided had your own representative followed through with your IT dept and corrected the issue weeks ago? Predictably, because she valued her job, she wouldn't give me a straight answer and I told her that I expected she wouldn't, but between us, I know the answer can only be "yes." She concluded by saying that if it was up to her, she would have done what I asked and helped in any way possible.
It is amazing how incompetent people in supervisory roles at companies are... the incompetence is insane. I shall only order from companies which offer free returns now... it is not worth the hassle.

Puma located at ******* Clarksburg road. Clarksburg Premium Outlets. Nasty place to work. Brian Ward supervisor is a pervert/child molester. He showed naked pictures to us of his pennis. Pictures in his underwear no pants or shirt on. Always making nasty sexuall jokes with his gay $#*!. He sweeter than a tank of sugar. Bisexual all day. He stinks so bad smells like dirty $#*!. He hates anything that smells good. He got a ugly daughter that's a thief and liar she steals Anywhere you take her even church. He is so proud his six year old daughter is a thief. The apple don't fall far from the tree. His daughter ugly and always look dirty. Look like she the devil child. He even showed the pictures to minors at work. Very racist company they allow the white men to sexually harass all the black and Spanish people. Marc the store manager only like to hire young girls to look at they Butt. He is very much a creep. Everyone that work at puma always quit or Marc tell lies to get them fired. Marc he always lie for Brian. Because he is a nasty pervert like him. And a religious hypocrite. He don't appreciate blacks and Spanish customers. Don't shop at puma. They always following the black customer talking about they stealing. Or he gotta zoom
In the camera on the black customers. Taylor always claiming he saw a black person stealing. Like sit your slow $#*! down boy. He stay screaming Italians are so smart and great. But he is a STUPID DUNCE. A roach is smarter than him. With his nasty saggy butt. Still living with grandparents at 20 years old. No CAR or DL at 20. All Italians are know for is CRIME. His old $#*! girlfriend be buying them liquor to drink and they are not 21. Marc the store manager encourages white employees to accuse blacks of stealing. Taylor is one stupid slow worker. He can't understand simple tasks. He suck $#*! all day to keep his job. Always late and drunk for work. Wanna be a model with his UGLY dirty self. He do everything backwards. Like OMG how stupid can one be. But leave it up to him
He stay screaming all day Italians are so smart. Looks like the smart DNA skipped over him. His Uncle I can bet is his Dad. Got a old ugly nasty looking girlfriend that work at coach and always wanna tell us about his sex life she 50 he 20 with a brain of a two year old. Andrew he a crack head he shower once a week come to work drunk washing his hair in the bathroom. Putting on deodorant at work with his stink self. He smoke crack why he can't gain weight. Got a dry looking girlfriend she 25 look 55. Look like she an't got no green card. His mother bipolar he always need to leave early to restrain her crazy $#*!. He is a compulsive pathological liar. Just tell lies for no reason he is SICK in the head. No wonder why his sister can't stand him. Neffie he put Spanish people in categories of how important they are depending on what Spanish country they from. He had the nerve to say Mexican's are the bottom of Spanish people. He always late for work and stinks smell like he don't shower. He smell like dog $#*!. His breath smell like two little man taking a $#*! in his mouth. He think because he speak English he better than Spanish people who don't speak English. Marc said he is slow and need constant supervision he regret hiring him. So Neffie kiss $#*! all day to keep a simple job. They stupid as ever lack simple working common sense. He is so stupid. Very racist company. Marc wife gaves him no $#*! so he stay Mad. Marc is so biopolar. He is very bipolar. One day he happy the next day he sad. He is so boring always claiming stupid $#*! religion when he a pervert. No one ever stay at this job. All the white male employees gay sleeping with each other. You can always find them holding hand hugging each other. They like dogs in heat for each other. Like a bunch of high school girls in heat they constantly in each other's face. Stay away from PUMA Clarksburg MD Outlet. Watch your kids around BRIAN WARD he loves to show minors NUDE pictures he is a child molester. The one that molest kids then gave them candy.