The Banana Republic gripe thread

Anyone else having trouble with online orders at banana republic?

About a month ago, I ordered this sweater, in white and red:

http://bananarepublic.gap.com/.....=195919022

It had only just appeared on the site (which I stalk once a week). I received an email the next day saying sorry, but this item has sold out, and my account would be credited. I was very confused -- how could it have sold out that fast? So I called customer service. They were great, no complaints there. They confirmed it had sold out, but that the "site just hasn't been updated yet to reflect that fact." They then called around for me and found a store in LA that had the sweater in my size and colors. They patched me through to an SA, who took my order, gave me a discount (which was nice) and said she'd mail them out that day.

The delivery took 3 weeks ... but part of that was due to the hurricane, so I'll forgive it somewhat.... and yes, I got my sweaters. But look... the sweaters are STILL being offered on the site?? What's up with that? What's more, I was at a store about 30 minutes from house and they had ample supply?

Flash forward and last week I went to the store nearest my house to try on this sweater:

http://bananarepublic.gap.com/.....=238788002

Unfortunately that store only had it in regular. So I went online to order the petite, along with this sweater:

http://bananarepublic.gap.com/.....=233914012

... note, in regular, not petite. Because I'd tried this on at the store and I knew it fit in regular....

But, once again, I got an email next day saying "sorry, but both items have already sold out."

Well, this time I didn't bother to call customer service. I drove the 30 minutes to the farther store, and they had the green sweater in BOTH regular AND petite. (That sweater is available in petite, but not in green, on the site). And they also had the striped sweater in petite.

But look... that striped sweater is still showing up online...

What's going on?

I will also add that I did the store locator before making my 30 minute drive. It said neither sweater was available at that store, but I took my chances, and I'm glad I did.

13 years ago

Inge

(website)

Moderator

That does sound strange, Shiny, I've no idea what could be causing this. Glad to hear you got the sweaters you wanted though (and you worked hard for them;-)

Veteran

Sounds so frustrating. I just got an emailed flyer from a retailer here in Canada, and most of the looks in their new flyer were already down to slim pickings in colours and sizes. I was not impressed. Of course, the colour-size combinations that most interested me were the ones not available. Their loss. My gain. It helps me stick to my resolve to lay off the purchasing for a while.

Ingunn

I'm not able to order anything from BR as of yet, but your troubles makes it sound like it will take a while before their web solutions are up and running problem-free. Gap and Piperlime offer international shipping, but not BR - unfortunately! BR has a lot of clothes that I really like.

Suz

Typically, BR are one of my best online options; they offer petites and they offer free shipping (a rarity in Canada). Plus, I can return in store for free. There is no BR in my city, but I visit Toronto often enough to take back my returns within the 60 days they allow, when necessary.

But I bought a sweater in store in Vancouver last week. A few days later it went on sale. I called for a price adjustment. They would not give me the price adjustment unless I went to the store. I told them that there was no store nearby, and they said too bad. I said, "What happens if I order it now at the sale price? I can then return the regular price one when I do get to Toronto, correct? But that would cost you money (for the shipping) whereas giving me a price adjustment over the phone would be free to you."

Sorry, no can do, they said. So I ordered it at the sale price and intend to return one at full price! Assuming I GET the sale priced item that is. Judging from your experience, Jennifer, I may not get it.

N-Marie

Wow, that is so frustrating - and really a bad reflection of their internal inventory management!

Suz, your story reminds me of why companies should hire smart people for their customer service dept and then empower them to make decisions- tying the hand of that rep. just ended up costing them money!

Ingunn, BR does have a European website:
http://bananarepublic.gap.eu/?

I have ordered a few things from them and everything went very smoothly. It is a shame though, that not all their US merchandise is available on the European website (the same goes for The Gap by the way. And they also don't always offer Talls and petites, I'm hoping they'll remedy that soon.

Inge, you might be in luck. They started offering petites a while ago at BR in Canada, and more recently added talls, and now also offer a few items in petite and tall at the Canadian Gap online store.

annagybe

Side note. Gap Europe gets some very interesting things that aren't in the US. I've seen stuff on bloggers that is cool and interesting from the Gap but not available in the US. Guess it's a case of the grass being greener.

Sveta

I have seen items in BR store which were not online in Canada but online in US. It nis frustrating that their online and in store inventory are not the same but I guess this is the case for other retailers too.
Suz, was it navy / whit striped sweater which I got too? I got mine on their 40% off on Wednsdays promotion. I also wanted to exchange a t-neck I got online for another color in the store for the same discount but no, cannot do it - so I had to return and ordr online again. Yep, their store policy is very rigid,,,

unfrumped

How frustrating! I guess we get used to high-level inventory tracking and location. But your experience goes beyond a minor glitch--sounds like they are totally disconnected, digitally. Plus, a good company ought to be just salivating over trying to locate items and sell them to us.

I'm not very good about swearing off of a given brand or company if I still like their stuff in some cases. Assuming you wanted the items, you did the right thing to just go looking for them.

Lisa

Sorry to hear you are having problems. I stopped ordering online from most sites because I just can't handle the junk mail, catalog after catalog, after catalog.

shiny

To add to the conundrum, both times I used a promo code for an online discount. I forget the details so I can't give you much details here. Only to say it seemed to me like my order was rejected because they didn't want to give me a steeper discount than the 10%-on-your-next-order that they offered for my troubles. Or that they rejected it hoping I'd run out to the store before the promo card expired and try to use it there?

There was just something shifty about it. If it had happened just once, I could understand. But twice, one month apart, under similar circumstance? I do not think this was a web site glitch. Nope. Not buying that for a second.

Anna-- could those items have been from Piperlime, which is owned by Gap, Inc?

Lisa-- BR never sends catalogs. Coupons and flyers, but not catalogs.

Suz-- I do get the impression that there's a big difference between online and the stores. Which is why returns can be problematic. They are different business centers or something. Maybe operated more like franchises? Which would make sense, it could be why online customer service referred me to a store all the way out in LA, when the reality was that a store 30 minutes away was also selling the same exact thing.

No, it was specifically Gap, might have been UK exclusive even.
To get back to your original point I think Gap, Inc is still struggling as a company. They lost their way and are floundering.

Kari

I've not been impressed with the consistency of Gap's customer service over the last several years. In stores, particularly in BR, I generally have great experiences; online it varies tremendously. Your situation sounds incredibly aggravating! I'm glad that you were able to get the sweater nearby at least.

Debbie

I have a love hate relationship with BR. The store that is closest to me I will not even go in because they give coupons to certain customers and not others. I have complained to their customer service about this policy several times. I documented my fusrtations here last year but cannot locate the post. I like there stuff enough to keep buying it.
I am glad you got your sweaters but I am sorry for the hassle .

Carole

This is so interesting, Shiny! I have recently become a fan of BR as I've just found so many great things there lately, but how frustrating for you. I just think there is no excuse for this type of incompetence.

Inge, thank you so much for the link! I tried to order a skirt, but unfortunately they still don't ship to Norway, probably because we're outside EU. Too bad! This is not uncommon, though.

Okay -here's my NEW gripe.

I got my BR order. And they sent a sweater with a security tag still attached!! I mean the plastic do-hicky that you can't take off except in store!!

Hmmm.

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