Now, don't anybody get worried--nothing's wrong. No one is sick (except for the stuffy noses we all have due to this CRAZY weather), everything is fine. It's just a sad day because I have made the heart wrenching decision to NEVER and I mean NEVER shop at Old Navy again!
Here's why....
Warren's parents gave the girls lots of clothes for Christmas, and a good bit of them came from Old Navy. There were two of the cutest pink turtlenecks for the twins (we love pink around here, can't imagine why), and a pair of brown pull on pants for Reese. However, they were the wrong size, and I wanted to exchange them. Now, how many of you ask the giver of your gifts to give you the receipt along with the gift? None of you, yeah, that's what I thought.
The clothes still had the original tags on them with the bar codes on them as well. Thinking that it would be no big deal to walk into our Old Navy and tell the employees that all I wanted to do was swap the incorrectly sized items for the right ones, we headed to town. I walked into the store, told one girl there that I didn't have a receipt because they were GIFTS and all I needed was to exchange them for the right sizes. She asked a second worker if that would be alright and the other one said as long as I was getting the exact same thing. No problem, if they had them. Well, low and behold, they had the exact same pink turtlenecks and there were two of the same sizes I needed. (I can't tell you how excited we get when we find two of the same thing in the same size; it's not as easy as you might think.) They didn't have the brown pants for Reese, but I figured two out of three ain't bad!
I take the right items to the checkout to a third employee, where I explain the situation all over again. Things looked good for a moment until a fourth (and very unfriendly) employee told her that she couldn't swap them for me! Can I tell you how angry I became at this point!!! Words won't even describe it!!! I looked at the fourth girl in the eye and told her how silly that was; I wasn't stealing the stuff, Old Navy wasn't losing money; it would be an easy fix. She nastily said that it was store policy, and I got so mad, I snatched the clothes off the counter, turned to Warren and said, let's go, we can't exchange them because of some stupid store policy. He said "They won't swap them." I said, "Nope, they won't swap them for the exact same dad gum thing!" Can you tell I was mad?
I totally understand any store policy that says cash/money refunds cannot be given without a receipt and I have NEVER wanted money back when I haven't had one. I mean, WalMart will give you a gift card to their store for items you bring back and want to exchange. They don't lose money or merchandise. Why can't Old Navy do this? And you can't tell me that Old Navy takes in more money in a year than WalMart does. WalMart will sometimes even give you cash back when you don't have a receipt.
I am writing a letter to Gap, Inc. and telling them of my total displeasure with my treatment in Old Navy. I even told my sister and brother in law about it, and he called the store and spoke with one of the girls I encountered. When she was less than willing to make the situation right, he proceeded to tell her that Old Navy had just lost some excellent customers because his family would no longer be shopping there and that he was going to tell his family and friends to do the same.
What ever happened to customer satisfaction and service? I'm not saying that the customer is always right is a great policy either, but when working with the public, shouldn't you do everything you can to make the situation as good as you can?
Needless to say, I urge you to rethink shopping there, too, unless you have the presence of mind to ask for a gift receipt each and every time you're in there buying something for someone other than yourself. And, I think I might need to put in my letter to Gap that a new employee training method would be for the salespeople to automatically ask the customer if they need a gift receipt. Who would want to go through all that when an even swap is so easy to do!