Yesterday, my wife and daughter went shopping at a major retail outlet center in northern New Jersey, an hour away from our home. They found themselves in a Gap store, and proceeded to purchase several items. My wife discovered this morning that the cashier left one of those anti-theft, plastic jaws of death attached to a pair of pants.
So, my wife calls the store this morning, to request that the store send her a return envelope with the postage pre-paid. She would send back the pants in that envelope, so they could remove the tag and return the pants to her. The Store Manager refused to do so. She told my wife that she needs to pay to have the merchandise shipped back to the Gap, then the Gap would either mail the pants back to her (one assumes sans security tag) or they would credit our account.
My wife tells the Manager that since the Gap employee failed to remove the tag, the store should mail us the necessary envelope with the return postage paid by them, to return the item. After refusing to accommodate her request, they tell my wife she should call Gap’s Corporate HQ if she wished to file a complaint. Of course, the store manager doesn’t have the Gap’s corporate HQ contact details (it’s GAP, 2 Folsom Street, San Francisco, CA, tel. # 650.952.4400.
My wife calls Gap’s Corporate Headquarters, only to be “greetd” by an automated response system. After spending an hour on hold, she FINALLY gets a live representative, who tells her she needs to transafer my wife to another “service” rep. Before my wife can object, she is transferred and of course gets hung up on.
Way to go, Gap! Congratulations on reaching the highest levels of American corporate service, held by such customer care-driven organizations as Dell, Verizon, Sears, and your local cable company.