MANHASSET, NEW YORK -- I am a frequent shopper at Chico's and find all the store consultants professional and friendly. Very good customer service always. Which is why I was so shocked at my recent experience. One sales person took the time to find a shirt online that the store no longer had and I ordered it at $64.99. Five days later, this same shirt was one of the 'deals of the day' at 50% off now selling for $30.99. I re-ordered intending to return the original shirt. However, knowing the 14 day policy of receiving the price reduction, thought I'd save Chico's the trouble of re-sending and myself a return by requesting a credit at the sale price.
I began the chat line and had a less than satisfactory conversation with the representative. She was brusque and curt and parroted the same rehearsed speech without trying to understand or try to resolve. I called Customer Service thinking a person would better understand rather than the Chat Line. She even went so far to say Chico's doesn't care about mailing another package, and neither do we care about you returning the original one to the store! It just made no sense.
I requested the name of the president (she didn't know), and the phone number of headquarters (she gave me the wrong one). I looked it up online and sent an e-mail to Diane Ellis (brand president) with names of both representatives. I am not holding my breath for a response. I did. Obviously I will return the original shirt to the store for the full price refund and keep the sale price shirt. But the experience left a sour taste and I doubt I will shop as frequently as I did previously.
SAN ANTONIO, TEXAS -- I am a long-term Chico's customer. I purchased several hundred dollars of clothes in October at I10 & Huebner Rd location in San Antonio. This week (1st week of March), I wore one of the jackets and realized the jacket's arm in-seam had completely come apart in shreds, making the jacket completely unusable. I probably had worn that jacket 3 times total. I returned the jacket to Chico's expecting that I would receive what I had paid for the jacket or pretty close to it. I didn't have the receipt since the jacket had been purchased in October and I had worn it; I didn't think I would have a need to return it (I have never had a quality problem with Chico's clothing before this).
I was disappointed to find out that the store keeps no records of purchase after 90 days, so I was given only $45.00 for the jacket which was it had been marked down to. While I understand I did not have the receipt, I would have thought Chico's would have been more interested in keeping their customer's happy by giving me the full amount that the jacket was worth. The store manager stated there was nothing she could do, Too bad; now I'm giving my $45 credit to someone else to use & will never shop at Chico's again.
I am not a frequent shopper at Chico's. However, when I do purchase from there I am generally satisfied. I went to their outlet store about 60 days ago. I decided to return one of the items I bought to a retail store close to my home. When I went there they said item purchased at the outlet store can only be returned there. Unfortunately, the outlet store is 50 miles from my home.
I waited until I was going to be in the area again near the outlet store and I just went there. To my surprise and amazement, their return policy is 30 days for return or exchange. Since it was past the 30 days I was not able to return the item. Most stores are very generous with their return policy, and I could not believe Chico's would not at least offer a merchandise credit, which I would have been very happy to receive.