I ordered a junior bridesmaid dress and special occasion dress last week from the Woodlands, TX location for a wedding in October. However due to the dress color being discontinued and having to order Marine instead and the wedding party's lack of communication I pulled out from the wedding and need to cancel/return the entire order back onto my credit card. I called the store within the 7 day period and was told to come in person for the refund to be processed. I offered to try to make it in within 4 days, but was unable to. I went online to customer service next to see if they could do it over the phone with proper identity verifications measures used by banks and any other retail company I know of. They gave me the same answer and didn't even try to provide an alternative solution. Next I called the store back and spoke with the manager this time who told me she will extend my return policy time out to this coming Friday which at least was an attempt at customer service and problem solving so I applaud her effort over her other colleagues. I said I would be in going to the Woodlands area within the next week possibly and will try to come in person to resolve this on that date. I know this email is getting too long and not preferred, but I need to say that I myself manage and operate a major corporate franchise retail business and I deal with customer complaints weekly and always find a way to help the customer and think outside the box to solve problems. If I can't fix it then I reach out to whoever I need to and get help from someone who can. Putting the burden on the customer is the worst customer service I have seen in a while and it clearly showed the employees largely don't care at all and just read the rule and follow blindly. The store policy of returns/cancels is discriminatory to patients who are disabled or of low economic means preventing them from returning to the physical store they bought from. If someone has no way to get there, it is company policy to keep their money and ship the dresses to them if needed with no care or concern. I don't expect anything to come from this long email, but forward it to someone high enough who will care please and think about who you are marketing and advertising to before making a policy like this.