What do you think about this?

[LaraMN]

I am pissed at The Gap. My husband ordered these pants for my Mom, who wanted to give them to me for Xmas, but didn't "get" how to order them. I sent them this e-mail eleven days ago (I also sent a similar letter to their corporate office) and have gotten NO response. Am I wrong to be ticked off?

the e-mail:

To whom it may concern,

I am writing in regard to an order I recently placed at your online site. I am thoroughly displeased with my experience. On December 9th, I ordered a pair of square-pocket corduroy pants from GAP. They arrived at the appropriate address on December 15th. The item mailed was not the correct one; it was a men’s sweater. I contacted GAP by phone only to be told that in order to receive a refund for the pants- which to my great dismay, were no longer available- I was required to mail back the sweater at my own expense, or return it to a GAP store. I ordered the item online to avoid having to travel out-of-town to a GAP location; but in order to avoid shipping charges, I was forced to waste my limited personal time in order to do so. At the store, I encountered befuddled employees who had a difficult time establishing how to return the item, as the shipping receipt showed the original item I had ordered; not the one I received. They also told us that they were not supposed to return the shipping costs that we had gone out of our way to recover! Upon our insistence, they reluctantly did so. I find it to be incredibly poor business practice to cause an individual the inconvenience of being sent the wrong item, and to then compound this negligence with the insult of forcing them to incur additional expense, in order to correct GAP’s error. As a result of my remarkably sub-standard shopping experience, I will cease to offer GAP my business, in the future. You may be assured that as I have contact with a considerable amount of people who shop online and are conscientious consumers, my negative experience and displeasure with the outcome of my interactions with GAP will be shared with a significant number of your potential customers.



Sincerely,

(Mr. LaraMN)

[Dave Reynolds]

1. Good letter,

polite, yet the pissed-offedness comes through.

:thumbsup:

[LaraMN]

8. Thanks, I wonder if I'll ever get a response from them.

:eyes:

[baldguy]

2. Always, always, always spout off about poor service.

As a 20 yr vet of sales/customer service I can't stress that enough.

1) Rest assured that there ARE people who care about this stuff.
2) They may not know the problems with their online systems.
3) You letter gives those who care ammunition against those who don't.

[gmoney]

3. The Gap knows what they're doing...

By not selling you pants, they are encouraging you to wear more skirts and boots. :)

[CarpeDiebold]

4. haha

:spray:

definitely a good thing in this case

[LaraMN]

6. Thanks for the vote of confidence, guys!

:rofl: Even I like to wear pants once in a while.:P

[GalleryGod]

5. Sorry,Lara. We ordered 9 items from GAP this year.

All arrived perfect:applause: and it was one helluva SALE:woohoo:

[LaraMN]

7. I was mostly pissed that I was expected to pay shipping to return

the WRONG item! That was their fuck-up, not mine; why should I have to pay for it?

[Orangepeel]

9. I'm lousy at getting businesses to do what they should

but my husband is great at it. he would have called and kept asking to speak to a supervisor until he got them to agree to refund shipping both ways. It would have taken a long time, but probably not as long as it took you to drive to an out-of-town Gap.

My husband has a gift. I know the trick is to keep asking for a supervisor until somebody does what you want just to get off the phone with you, but I'm just not able to do it.