ED Magedson – Founder
Gap - Banana Republic Companywww.BananaRepublic.com San Francisco, California United States of America
I went into a Gap store in the Burlington, Mass store to purchase a pair of blue jeans on Super Tuesday. I was told by an associate that if your purchase anything on Tuesday, you get an extra 10% off your purchase if you use a Gap, Old Navy or Banana Republic card.
At my point of sale, along with purchasing my jeans, I went to return a sweater I had bought with a gift card and my Banana Republic charge card.
I also by mistake brought the wrong receipt, which stressed out the cashier and caused a 20 minute delay in being checked out as the manager and cashier were talking thru headsets and were having a hard time communicating. I offered to come back with my receipt, as store was closing and they seemed impatient.
I was told this was not a problem, but she would have to ring the gift certificate as a discount, because I didnt have my receipt, I questioned this, just in case jeans didnt fit well when I got them home, or wanted to change color, etc. She said not a problem, but still seemed impatient and frustrated.
I called the customer service the next day to ask about the 10% discount, (I assumed it would be taken off on the statement). Serena said that the 10% discount is done at the store level. Serena looked up my transaction, and I explained the situation with the gift card, and the problem while being checked out, but she said no, I had already gotten a discount, Serena said I couldn't get the 10% discount offered because I already got a discount. I asked to talk to her supervisor as she was unfriendly, and she said NO, she was the highest I could get, as I was dealing with corporate customer service. So after the call ended I called back again and asked for customer service, ED wanted to reconnect me to Serena, and I asked If I could talk to her supervisor, he was incredulous, YOU want to talk to HER supervisor? Yes please. I was transferred over to Rose, who, was friendly and polite, unlike the other 2 unprofessional, curt customer service reps. Rose told me there is a supervisor who I could have talked to. Rose took care of the discount issue for me.
I assumed the 10% came off on the bill since I was told it was a company wide pratice. Customer service said no, it has to be done at point of sale. I believe I was not given the discount because I didnt ask for it. This is unethical. There is a sign posted in the dressing rooms offereing a 10% discount every Tuesday. The sales person called it "Super Tuesday" , but they dont automatically give you the discount.
I buy a lot of clothes without trying them on, at ALL of their stores (I have 6 nieces and nephews). I know I have lost discounts, because I have not ASKED for the discount.
This is an enethical business pratice. At a time when business is hurting for this company, I would think their customer service would be a little more friendly, and they would promoted the discount, as I would prob buy more on those Tuesdays that I have shopped.
This report was posted on Ripoff Report on 10/21/2009 09:59 AM and is a permanent record located here: http://www.ripoffreport.com/reports/gap-banana-republic-company/san-francisco-california-94105/gap-banana-republic-company-the-gap-deceptive-selling-pratices-horrible-customer-servic-512701. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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