I make a big deal on this blog when I feel I've been screwed over by a retailer or service company, so it seems only right that I should say something nice whenever someone does me right.
At the end of June, I ordered Andy eight pairs of khakis from Gap.com—four in one style, and four in another. He tried one of each style, made his selection, and I put aside the four rejects to be returned. I've done this a million times, and I always appreciate the convenience of ordering online (they give free shipping if you spend enough) but returning at the dreaded mall (no shipping). I've also always appreciated Gap's policy of full refunds given at any point in the future, as long as you have your receipt.
This time, the weeks kind of sped by, and I finally got out to the mall today. Imagine my horror to discover that (1) they no longer take returns in stores of items that are available only online (the clerk swore this has always been the case, but I likewise swore that I've never had to ship back anything) and (2) in-store returns now have to be made within 30 days, and online returns within 45 days.
I high-tailed it back home and phoned Gap customer service, my heart beating wildly. I was told that this is indeed the case, but that they were willing to cut me some slack just this once and let me send back the $158 worth of khakis for a full refund. Thanks!
(P.S. I don't read Dooce—not for any particular reason, just because she never interested me all that much. But a few Twitter pals let me know that she caused a big stink about her problems with Maytag [shudder], and her story was of course picked up by all the major news outlets. Hey, Heather, I could've set you straight from the get-go!)