New York & Company — price adjustment policy
To NY&C Executives,
I just wanted to let you know about a customer service situation that occured to me this week at your Edina, MN location.
I was out shopping November 27th just after Thanksgiving and I noticed that some of the items I purchased from the Mall of America store on the 20th were now on sale. I asked one of the sales clerks about a price gurantee and was told that I would get the new price as long as my purchase was made within 14 days. Since I made the purchase on the 20th, I produced my reciept and requested a sale price adjustment.
The sales person then told me that since I did not bring back the actual items, she could not make an adjustment for me. I asked why since I had my reciept, identification, and my NYC card from which the purchase was made. I also explained that I did not live close to the store. I was told that this was the "policy". I then asked that she check with her manager since I live quite a distance and did not want to drive home to get my merchandise only to return back to the store for my price adjustment since I was already here.
The most shocking part was that upon hearing my situation, the manager simply replied "NO" to the salesperson. I was not acknowledged or given any explaination by the manager for her decision.
I have done business with many other retial stores and not one has ever required that I bring my merchandise back into the store in order to get a price adjustment.
I then had to drive home to get my merchandise and then drive back to to the store dealing with holiday traffic, holiday parking and holiday crowds in order to get my price adjustment.
Four hours later, I got back to the store and I got the same cashier. We were able to complete the price adjustment since I now had my merchandise. I also was upset enough with the situation that I returned some of the other items I had purchased from the MoA location.
I honestly feel that I might have been a victum of racial discrimination since I am of Hispanic origin. I feel this way since no other retail makes me go through such a process for a simple price adjustment.
I am sure that you know an angry customer tells at least ten other people about a bad experience, but how many do you think I will tell about this experience?
If I was not a victum of racial discrimination and this is truly your policy, I think you might want to think about changing it.
I will think twice before doing business with your location next time I am out shopping. I am also considering closing my NYC account since just seeing your card in my wallet reminds me of this experiece and makes me upset.
I look forward to hearing from you soon in reference to this situation.
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