New York & Company / retail store problems
September 21, 2010
New York & Company
450 West 33rd Street, 5th Floor
New York, NY 10001
What follows is my fifth attempt at a satisfactory resolution to a problem that I have already invested a great deal of my time in attempting to resolve. I began with an email, utilizing your company website for complaints. Once I finished typing my email, I received a response of how important my comments were and that I could count on a response within forty-eight hours. Three days later, having heard nothing, I sent a second email with the header ******SECOND REQUEST******* and a reprint of my original email. Once again, I received the same response promising a response within forty-eight hours. I also attempted to contact the phone number listed on the website, but after a more than ample wait, gave up. My third attempt was yesterday, when I again called the phone number on your website and put it on speaker, so I could accomplish some looming paperwork, as I waited. After ninety plus minutes, I called the phone number from your website using my cell phone, and chose the option to speak with someone as ‘IF’ I were placing an order. I was then connected with someone in less than fifteen seconds! She was most helpful in informing me that the complaint phone number I was calling was manned by just two people, and then proceeded to give me a different email address than the one I’d previously used twice before. She also gave me this physical address in case I wanted to send you my concerns in writing. Short of booking a flight to New York, this is the best I’m able to do and I only hope someone will see fit to address what I believe to be two very valid concerns. Below is yet another reprint of my original email, with the addition of the receipt information at the bottom.
On Monday, September 6, 2010 I had occasion to visit your retail store located in the Green Tree Mall in Clarksville, IN, and had a truly unpleasant experience. I had recently used the coupon for “Spend $50.00 and Get $20.00 Off” and needed to exchange a top I'd selected from the store. I don't normally try on clothes in stores and prefer to try them on at home. Occasionally, this causes me to have to return or exchange an item, and this was the reason for my visit to your store that day.
I explained that though the top was cute on the hanger, on me, it was horrific and I needed to exchange it. I was then informed that I'd lose the value of the coupon, in this case about $6.00.
Also, she said only IF I exchanged it for the exact same top could I maintain the value of the coupon. Again the top looked horrible on me, so the same top in another color would not be a viable option.
Even though I found another top on the same rack as this one came from, and at the exact same price as this top, she would not budge. In the end, I lost the approximate $6.00 along with quite a bit of my store loyalty and respect as well. At one point she said she couldn't do anything because she didn't have the coupon. However when I told her I did have it, she proceeded to insist there was still nothing she could do.
I've been a loyal New York & Company customer for a long time, but the future looks bleak. This is an excellent example of your winning the battle, but losing the war, and a very poor business model in my opinion. Even though I explained to the sales lady that I was not upset with her the person, just upset at these arbitrary rules that appeared most unfair, she was quite cold, indifferent and displayed zero empathy for my situation. This did not serve to make my experience any less painful.
l decided to go ahead and at least take advantage of the other coupon I had, and this time I purchased $100.00+ in order to receive the $50.00 discount. Part of this order consisted of four pieces of jewelry, two at $16.95 each and two at 10.95 each. I was trying to take advantage of the buy one get one 50% off. This time she said she would have to charge me for BOTH the $16.95 pieces and then give me the half price on the two $10.95 items. Again, I found this most unfair, so my only recourse was to put both lower priced items back, which then forced her to give me the half off on one of the $16.95 pieces that I wanted. Of course the sale was lost on the other two lower priced items and again battle won, war lost. This was the straw that broke the camel’s back. I ask you, is this any way to treat customers? Additionally, it did not go unnoticed by me that though I heard her ask every other customer if they'd like a reminder phone call about their New York and Co. City Cash, she made no mention to me of the offer, nor did she ask me if I wanted my receipt in the bag or in my purse, yet she asked everyone else.
I await an explanation that is both reasonable and fair. So far I’ve heard neither.
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