If you have done any amount of shopping over the past year, you are fully aware that the retail industry has been hit really hard by the recession. With news of department store closings, limited amounts of inventory on the floor, and even some designer labels shutting their doors for good, it's no wonder that a number of retailers are forced to make some hard choices to salvage their bottom line. However, in my experiences at the beginning of this year, it has become blatantly obvious to me that one way high end retailers, in particular, are trying to recoup their lost dollars is by implementing stringent return policies that beg the question: "Have these retailers turned their back on the old adage 'you get what you pay for' by packaging shoddy customer service in a designer gift box?"
Some of you have already been privy to the details of my horrific experience at the Saks in Bala Cynwyd in early January. I was attempting to return a couture item by a young New York designer who has recently blown up. I purchased the item at his trunk show, and it sat in my closet for over a month when I thought: "if I don't wear this soon, I either don't like it or I don't need it." A week later, I took the jacket out of the closet to wear to an event I was attending that night, only to find out that my salesperson had left the security sensor in-tact. Because of my rather hectic schedule, I was unable to take the 45 minute drive out to Saks to have it removed for another week. (Yes, I should have called and requested that someone come out to my home to remove it, BUT this Saks has been known over the years for not being too "customer friendly.")
Once I finally made my way back out to the store, I contemplated just returning the item at that time. (Which is exactly what I should have done since I would have technically been within their 60 day return policy!) However, after searching the floor to find someone who looked willing to assist me (I was totally ignored by 3 sales associates gathered around chatting as I exited the elevator doors), I came upon a gentleman who I asked to remove the sensor, left the store, and returned home.
My next several weeks consisted of a significant amount of travel (St. Barth, Atlanta, Miami, and Orlando), and once I returned home and that jacket was still tagged and unworn, I made my way back out to the store. (This jacket clearly didn't work with my wardrobe.) I went upstairs, once again being ignored by the associates on the floor, and grabbed the first one I saw closest to the register. She took my receipt, scanned it, and it was down hill from there!
She explained that because I had purchased the item more than 60 days ago, their policy was that they could only return it at the current selling price, which was now $699. (I paid $1750 for the jacket.) I told her that was ridiculous (I could tell she thought it too), and asked to speak with the manager of the department. She came over and indeed confirmed that they could not return the item for more than $699. At that point, I asked to speak to the manager of the store. They sent over the Assistant General Manager of Operations who proceeded to verify that this was indeed their policy. When I gave him some insight into who I was and my purchasing power (I hate doing this), he stepped aside to call the Assistant General Manager, and reluctantly came back to say there was nothing he could do.
I began to explain to him that because I worked in Corporate America for many years before becoming a stylist, I fully understand that there is always something that can be done if you value the customer's business. (Anyone ever hear of STORE CREDIT?????) I told him they clearly didn't value my individual business nor that of the clients I represent, and that I would never shop in their store again . . . period. I asked for the name and number of someone in their corporate office that I could call and voice my utter disdain for the policy. He gave me the requisite information, and I left with my merchandise in hand.
Here's where it gets interesting. I immediately called the manager of their customer relations department in NYC, and left her a message. She called me back the next day, and asked me to give her the complete details of what had transpired. Once I was finished, she confirmed that WAS indeed their policy and that it has recently changed . . . it has been reduced to 30 days! She further explained that their special return policy for the holidays excluded anything purchased between Nov 1 and Jan 1 from being subjected to the "return at the current sale price" rule. However, she was quick to tell me that she couldn't extend that policy to me because I had purchased my item a whopping 25 days before Nov 1, and therefore the best she could do was to offer me the return at the current sales price. Realizing I was getting no where fast, I told her I was shocked and appalled by her decision, and that I thought the company had lost its grip on the value of good customer service. I also told her blatantly the amount of money I spent on clothes in the past year (which really got her attention but clearly not enough to do something different), and that I would continue to take my business to their local competitors like Boyds, Neiman Marcus, and Nordstrom where the return policies are more lenient and where I feel like my business and that of my clients are valued. I asked for her CEO's name and address and told her that I would definitely let him know that their return policy is just not up to par with their competitors.
I would like to be able to say now that my drama ended with this store. NOT! The following week I went to Neimans to return an evening wrap that I had purchased for a black tie event that I ended up not wearing. Once at the counter, things seemed to be running smoothly until I noticed that the sales associate who was helping me and one of her counterparts were whispering over on the other side of the counter. My sales associate eventually wanders over and says "Ma'am I'm going to have to get my manager to assist you with this." I look at her like she has six heads and ask her what's the problem. She responds nervously that I shouldn't get upset (I haven't yet, but she certainly has), and that she is not at liberty to tell me what the problem is. A few seconds later, in walks someone who is clearly the department manager, but absolutely positively does not dress or look like management material, and certainly not management material at Neiman Marcus (maybe Forever 21, but that would even be a stretch).
She tells me there's a problem because she smells perfume on the garment. I'm now irate. I tell her I have not worn this piece, I'm not sure what you smell, and you have obviously mistaken me for the many individuals who come in this store attempting to return items they have already worn. (Yes, I'm HIGHLY offended.)
She started to hem and haw when I told her to get the floor manager. I picked up the garment and smelled it. I realize what she smells is actually room deodorizer. Why? Because this item has sat for the past 3 weeks in my office right underneath the glade plug outlet. When the floor manager comes over (she looks about 22), I quickly jump to the punch, tell her that her accessories manager is claiming I have worn the item, and what she's going by is in fact the smell of room deodorizer. Now, I give this young girl credit - she sensed my mood, and realized she needed to diffuse this situation immediately. (Trust me when I say I was not sending out warm and fuzzy vibes.) She smelled the garment, looked at her accessories manager and said she definitely smelled deodorizer, and told her to return it.
While the return is being processed, I'm becoming more and more disgusted. The manager asks me for ID (am I in H&M or Neimans???) and my credit card, and I hand them both to her. Once the transaction is processed, I couldn't resist what I proceeded to do next.
I asked her if I could give her a bit of advice. I told her she may want to adjust her approach with the next customer, and before she blatantly accuses someone of something, she may want to ask them if they wore it. I told her that her behavior was offensive because that is not my M.O., and I advised her that she should always keep in mind that she never knows who she may be talking to. (Before leaving the store, I did let the store manager know I didn't appreciate her treatment, and that they could rest assured that particular store had lost me as a customer.)
Now . . . have I really vowed to never shop in a Saks or the King of Prussia Neiman Marcus again? Not really. If I have a client that wants to go to Neimans to select some pieces, I will definitely take her. I, unlike the management personnel I encountered in these stores, pride myself in providing my clients the highest level of customer service. When I'm in NYC, I often make a visit to Saks, simply because I love the store. However, will I now make sure that these two luxury department stores are options of last resort when I am either shopping for myself or my clients? Absolutely!!!! There are many places I can spend my money and that of my clients. I choose to spend it where I'm treated with the level of respect and customer service I have come to expect when purchasing from high end retailers.
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