Banana Republic - Poor Customer Service

I purchased a pair of pants for my DH at Banana Republic before our 3 week vacation. Unfortunately, it didn't fit him. The only time we were able to go back to the mall was this past weekend which was "4 days" past the 30 day return policy. I explained my situation to the store manager and he just kept repeating (annoyingly over and over again) that it was the "store policy." He didn't offer any assistance and options on what we can do with these pants that don't fit. "There's nothing I can do." After going back and forth for several minutes, he finally "allowed" us to exchange it for the right size! All that grief to "allow us to exchange"?! BTW, The pants areare new in the store and still at Full Price, so it's not like it is on sale now and discontinued.... What if I lost the original receipt? I probably would get store credit without any fuss.... It just didn't make sense to me.... I am very disappointed in BR's poor customer service. I understand "store policy is store policy" but good custmer service should be on their policy too!!! They need to learn from Nordstroms! Banana Republic just lost another customer for *poor* customer service! Thanks for reading. Just needed to vent!

16 years ago

agrace

Active Member

Apple, I know I too have been frustrated by their very strict 30 day policy, in large part b/c it used to be 90 days and they cut it down to only 30! And they are pretty strict about it...as in no exchanges, no store credit, etc. It is really frustrating. I have the luxe card and that has always been my go to store but I'll admit that policy makes me think twice b/c I know how fast 30 days can pass and I can forget and then time is up!

If you want to you could call the 1-800 number and tell them you think it should be longer or a store credit option given, maybe it will make a difference!
Nordstroms is amazing. I cannot believe they have such a generous return policy!

taylor

Veteran

Oh so sorry...I don't know why they only have a 30 day policy...they all seem to be cutting back on such things..As a manager he had the power to overide policy:) You may want to contact his District Manager...that should get you a better response...good luck.

crutcher

Apple, If you contact the district manager, mention that you have posted on this blog and that you will forward the comments to him, if he will provide an address...I have a real problem with any store that continues in this economy to operate with these strict rules...If BR wants customers, they had better be in front of the store with a smile and a please come in, customer friendly store here...I, too, love Nordstroms and not just because of its high quality merchandise, but mostly because of its customer friendly attitude..Good luck....

I'm going to sound like I am speaking out of both sides of my mouth and do not mean to be!
I'd be curious to hear Angie or anyone's take who has logged real time in the fashion industry but I think the main reason that stores are doing this is to help employees keep jobs. At least that is what was explained to me when I asked about it (when having a very similar shocking experience as I learned they had the new 30 day policy!) So it is very frustrating as a consumer but on the other hand if we think of it like that maybe it will make it a little better. The other thing is I wish they would consider doing a store credit, perhaps giving a customer 30 days for returns but 60 for store credit or something. I can understand the not returning but a store credit seems reasonable to me, even if with a time limit.

All around, I am sorry you had an unpleasant experience!

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