BEAVERCREEK, OHIO -- Banana Republic (or BR) just don't care about their customers. They don't help if you have a problem and act like any small "concession" they make is something we should be grateful about.
I bought a skirt full-priced, and after I got it home I noticed a small discoloration on it, but didn’t want to go through the hassle of returning it since it was the only one in my size in the store; and since it was such small spot I dismissed it and wore it.
After washing it, the discoloration multiplied to a point where it could no longer be ignored. I tried to return it at the store but was given the “we can’t take back wash or worn items per our policy” shtick. I just wanted to exchange it for something I could actually use but they wouldn't allow this.
Most stores let you exchange for something else or give your store credit for items that you are disatisfied with, but BR does not. They have these inflated prices but they quality is poor. I think they least they could do for making us pay so much is guarantee their clothing and replace it when it doesn't work.
They obviously are not trying to make customers happy but just the biggest profit.
The employees at the store (I suppose) “attempted” to make a concession by exchanging it for the exact same skirt except they didn’t have my size (which I knew considering I bought the only one in that size) but they didn’t go out of their way by any means. When they found the size wasn’t in the store, they simply told me to keep checking back (making no guarantees that they would honor this promise).
Like I said they didn’t go out of their way by any means. They didn’t offer to have any other stores send them one, didn’t offer to notify me of another shipment, or offer any other solutions. They acted as if they just wanted to get rid of me, which is one thing they succeeding in doing. I will not come back to that store. The only advice provided was to call customer service, whose number was at the bottom of my temporary BR card (which it wasn’t).
I called the customer service (or what I thought was customer service) but it turned out to be credit. I explained my situation and was told they could do nothing. When I persisted they finally revealed they were credit and could do nothing. It wasn’t until insisting on speaking to someone who could help that I was transferred to a customer relations representative but not without a backhanded comment from the credit representative saying they would tell me the same thing.
The credit representative was polite but not helpful. I was not assuaged in any way. She explained they policy says they cannot take back washed and worn items, and that the store was “making an exception” for me and I should work with them.
I don’t know if she was implying I should be grateful they were even trying to work with me, because I felt like I was being passed off from person to person, and given the runaround. I didn’t feel humbled or grateful for their help because they didn’t help me, they just told me excuses and didn’t even make other suggestions. They just tried to put up barriers and pass me off.
In addition to having unfair and not customer-friendly policies and practices, the employees keep teling me contradictory things about discounts and coupons. When I opened a BR card, I was told I could use the coupons I earned for buying on a Tuesday with a 10% card on my next purchase. When I went to do that they told me that you cannot combine coupons.
So I highly recommend you do not shop at BR. They are overpriced, their clothing is of poor quality, their service is poor, they mistreat their customers, and don't provide any guarantees for their clothing.