tucker
10-30-2001, 04:36 PM
Just wanted to share poor customer service from the Gap and encourage people to shop elsewhere.
Richard,
Thank you for responding. I have returned all of the items in question and will not be returning to your store. I never took issue with your 14 day policy. Had the items in question been worn or washed, I would not have considered asking for a price adjustment or returning and repurchasing the merchandise. I took issue with the fact that I was told BY YOUR EMPLOYEE your policy was 30 days and that your employees were unwilling to return and resell without the merchandise in hand given the circumstances.
It is my understanding that your stock price has continued to fall. I’m surprised in this economy that you would rather have merchandise returned and customers lost rather than making an exception to encourage buying. But…your choice.
Sincerely,
Dear Ms.,
Thank you for your e-mail. We appreciate your feedback regarding our
price adjustment policy and will share your comments with the
appropriate area.
Currently we offer a one-time price adjustment when the original receipt is presented within 14 days of the date of purchase. Unfortunately, we do not make exceptions outside of the 14-day time frame in order to ensure fair and equitable treatment of all our customers. We cannot offer an exception to one customer that we do not offer to any other customers.
We absolutely encourage our customers to stop in during the 14-day time frame for the price adjustment and I am sorry you were not able to get into a Gap store during the time. I do hope that in the future you are able to take advantage of this benefit.
If you have further questions or concerns about this guideline, please
call us at 1-800-GAPSTYLE, option 4. Again, thanks for the message.
Sincerely,
Richard
Gap Customer Relations
Original Message Follows:
-------------------------
Hello,
I received very poor customer service from BabyGap.
I purchased $145 on September 27th and when I was in the store two days ago (spending more money), I happened to note that several of the items I had purchased were now on sale.
I asked an associate if they would refund the difference and she told me that they would provided I had a receipt and it was within 30 days.
Today when I went back in to make the transaction with my receipt, I was told that this can only be done within 14 days of the purchase. So, I asked if I could return the merchandise (none of it has been worn) and then repurchase it at the sale price. I was told that this is frowned upon, but that they could do that. I was also told that this could only be done if the item was still on the floor for sale in that very same size.
I told the sales person and the manager that I knew which items they
still had on the floor for sale and which they did not and that I would really appreciate them returning those items using the receipt and then would repurchase at the sales price so that I did not have to drive home, pick up the clothes, and drive back wasting my time and gas, particularly since the sales person had not told me I needed to bring the items in.
I understand that this is just another way to get around the 14 day
issue and wouldn't normally be done, but I would think that for someone who spends $200 in three weeks, is told you have a 30 day policy, and is not told to bring the merchandise in, you would make an exception and either credit the difference or return and then resell the eligible merchandise at the sale price. The employee and manager both told me that they would not help me. I informed them that I would be returning everything ever purchased from the store that hadn't been worn and would take my business elsewhere and they told me that there was really nothing they could do.
I just had a baby. I also have a new nephew and six of my friends have
had babies in the last six months. Is this really the kind of service you want to provide to your customers? If so, I will share with them and ask them to share with others so that we can find a another store to spend our money in.
Sincerely,
Richard,
Thank you for responding. I have returned all of the items in question and will not be returning to your store. I never took issue with your 14 day policy. Had the items in question been worn or washed, I would not have considered asking for a price adjustment or returning and repurchasing the merchandise. I took issue with the fact that I was told BY YOUR EMPLOYEE your policy was 30 days and that your employees were unwilling to return and resell without the merchandise in hand given the circumstances.
It is my understanding that your stock price has continued to fall. I’m surprised in this economy that you would rather have merchandise returned and customers lost rather than making an exception to encourage buying. But…your choice.
Sincerely,
Dear Ms.,
Thank you for your e-mail. We appreciate your feedback regarding our
price adjustment policy and will share your comments with the
appropriate area.
Currently we offer a one-time price adjustment when the original receipt is presented within 14 days of the date of purchase. Unfortunately, we do not make exceptions outside of the 14-day time frame in order to ensure fair and equitable treatment of all our customers. We cannot offer an exception to one customer that we do not offer to any other customers.
We absolutely encourage our customers to stop in during the 14-day time frame for the price adjustment and I am sorry you were not able to get into a Gap store during the time. I do hope that in the future you are able to take advantage of this benefit.
If you have further questions or concerns about this guideline, please
call us at 1-800-GAPSTYLE, option 4. Again, thanks for the message.
Sincerely,
Richard
Gap Customer Relations
Original Message Follows:
-------------------------
Hello,
I received very poor customer service from BabyGap.
I purchased $145 on September 27th and when I was in the store two days ago (spending more money), I happened to note that several of the items I had purchased were now on sale.
I asked an associate if they would refund the difference and she told me that they would provided I had a receipt and it was within 30 days.
Today when I went back in to make the transaction with my receipt, I was told that this can only be done within 14 days of the purchase. So, I asked if I could return the merchandise (none of it has been worn) and then repurchase it at the sale price. I was told that this is frowned upon, but that they could do that. I was also told that this could only be done if the item was still on the floor for sale in that very same size.
I told the sales person and the manager that I knew which items they
still had on the floor for sale and which they did not and that I would really appreciate them returning those items using the receipt and then would repurchase at the sales price so that I did not have to drive home, pick up the clothes, and drive back wasting my time and gas, particularly since the sales person had not told me I needed to bring the items in.
I understand that this is just another way to get around the 14 day
issue and wouldn't normally be done, but I would think that for someone who spends $200 in three weeks, is told you have a 30 day policy, and is not told to bring the merchandise in, you would make an exception and either credit the difference or return and then resell the eligible merchandise at the sale price. The employee and manager both told me that they would not help me. I informed them that I would be returning everything ever purchased from the store that hadn't been worn and would take my business elsewhere and they told me that there was really nothing they could do.
I just had a baby. I also have a new nephew and six of my friends have
had babies in the last six months. Is this really the kind of service you want to provide to your customers? If so, I will share with them and ask them to share with others so that we can find a another store to spend our money in.
Sincerely,