Hello,*I ordered graduation regalia for my daughter Caroline Nayden, who is graduating...

Hello,*I ordered graduation regalia for my daughter Caroline Nayden, who is graduating from University of Maryland, Baltimore County (UMBC). My order number is CPA***-********. **On May *, I called and spoke to Jordan in customer service about returning the Stole of Gratitude $**.**. He told me I could not return it. I insisted that I could. The merchandise had not yet been delivered to UMBC and I was not in possession of the item. After some research on his part he said he would return it and would credit my card and send me an email. This never happened.**Eleven days later, May **, I called back and spoke to a new customer service rep who said I could not return this item. I asked to speak to a manager and got Nina on the phone.**Nina opened a case * CAS-******-F*V*Z*. See her email below*Dear Virginia, **Per our recent conversation, you may return the stole at the Bookstore when your cap & gown are picked up. **The information below is specific for your school:**Caps and Gowns, souvenir tassels and stoles will be distributed along Main Street in The Commons at UMBC in May. If you are a Shady Grove Student, please visit bookstore.umbc.edu for more information**The UMBC Bookstore will assist with any refunds or exchanges. The cap and gown refund deadline is May **nd**If you have any questions or need additional information please let me know.**Congratulations on your upcoming graduation. **Kind regards,***Nina***Customer Service *Herff Jones, A Varsity ACHIEVEMENT Brand *Graduation * Class Rings & Jewelry * Yearbooks * Motivation & Recognition **On May **, my daughter picked up her regalia and asked to return the Stole of Gratitude. The Herff Jones representative said she would have to send it back to Herff Jones.**This run around is completely unacceptable. It appears to me that your customer service people don't know what the policies and procedures are. It seems that your strategy is to make it so difficult for a customer to return an item that they give up. **I called the UMBC bookstore on the day, May **, after my daughter spoke with the Herff Jones rep. I expressed my displeasure with the treatment we were receiving as customers and the difficulty we have had to endure to return this small item. I asked for a postage paid return label to return this item. One was not offered to me. I received that yesterday. I am looking forward to a refund, and hope that you may use this information to improve your customer service.