Burlington Coat Factory Complaint - Poor Customer Service
LANCASTER, PENNSYLVANIA -- I went to Burlington after Christmas to exchange a coat I had been given by a friend. My friend went with me, and we ended up exchanging for a cheaper coat. The cashier and store manager refused to credit my friend’s card for the difference in prices, insisting that we had to accept a gift certificate instead. They were incredibly rude, implying that we were idiots for not knowing store policy regarding returns. I felt quite angry about the gift card, especially since there is nothing else at the store that we want. I talked to a few people at corporate about the situation, and they were also all quite rude (I’m pretty sure that none of them had any power to help anyway).
However, after thinking about it for a couple days, the no returns policy does seem to be inline with several of Burlington’s competitors. I guess what upset me the most is that no one at that corporation seems to have the people skills to handle my type of complaint in a diplomatic, friendly manner.
In this age of increased competition, companies need to do all they can to differentiate themselves from the Wal-Marts of the world. Great customer service is a good place to start. Generating positive word of mouth is the cheapest and arguably most effective form of marketing available.