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!)
Good for Gap.
I saw the dooce post about Maytag and it kind of annoyed me they did nothing until they found out it was Heather with the huge readership. If it was a plain old customer they'd still have a broken washer.
Posted by: Susan | August 31, 2009 at 08:43 PM
Yeah, like me! :-(
Posted by: Karen | August 31, 2009 at 09:07 PM
However...Karen, your Maytag issue was pre-Twitter. It was the power of twitter and Dooce that brought Maytag to its knees and made Bosch into a hero. I'd bet if it happened now, you'd twitter it and with your readership, the problem would be resolved much more satisfactorily. You have internet power!
Posted by: amy | August 31, 2009 at 10:08 PM
"Cut me some slack" -- hahaha! Khaki slack, apparently.
Posted by: Nancy | August 31, 2009 at 10:12 PM
I don't understand why you were returning only 4 pairs if you ordered 8, and he chose one of each of 2 different syles. Shouldn't there have been 6 rejects? Did Andy choose 2 of each style? I also enjoyed the "slack" pun!
Posted by: Elena | September 01, 2009 at 01:10 PM
I meant that he tried on Style A (of which there were 4 pairs) and Style B (of which there were 4 pairs) and chose Style A. So he kept all 4 pairs of Style A and returned all 4 pairs of Style B. Sorry that wasn't clear!
Posted by: Karen | September 01, 2009 at 02:28 PM
Wasn't sure if by 'no shipping' you meant no bother of packing and shipping or no cost but in case it was because you didn't want to pay for shipping, my niece who works at Gap says you can print out a free return shipping label from Gap online. She says, keep just put it over the label on the box your stuff came in and send it back.
Posted by: Susan | September 01, 2009 at 05:02 PM
The one you print out is free BUT then they deduct $6 from your refund. :-(
Posted by: Karen | September 01, 2009 at 05:11 PM
Sorry bout that. I'll explain to my niece what free means. :-)
Posted by: Susan | September 01, 2009 at 05:42 PM