My complaint:
On May 13 I placed order 1W80WJC which included the Portia Cotton Cardigan
5798580120003
Color:
Transition Cream White
Size:
L
On May 19 I received the wrong item. On May 20 I contacted customer service to rectify this and send me the correct item, and was shocked to learn that I would be expected to go out of my way to send the wrong item back, wait for a refund, submit a new order, and then wait to receive what is hopefully the correct item. This policy is absurd and unacceptable. I am not attempting to make a typical exchange where I ordered something that is the wrong size or wrong color. I am only attempting to get the correct item that I ordered in the first place, but I’m expected to take hours out of my day to correct the mistake myself? I live in a rural area that is not close to any stores or even any shipping options outside of my local post office. I am a busy single mother who doesn’t have time to be correcting the mistakes of others. I have been a loyal customer literally for my entire life since I was a baby and my mother shopped at Baby Gap. This absurd policy has driven me to no longer want to shop at any of your brands.
This is actually the second time in the last few months that this has happened to me. On March 9 I placed order 1DJXPG0 where I ordered
Kids Slouchy Sweatpants
4282210021106
Color:
khaki
Size:
M (8)
and I received the wrong item. I contacted customer service, was told the same absurd policy, I requested to speak to a manager and was told I would be contacted within 24hr, which I was not. In this instance, to make the inconvenience even greater, the correct item was not even available anymore. I never received a follow-up or a refund and was left with a useless item where my time was more valuable to me than taking an entire day out of my life to return this item for a $10 refund.
I can supply photo evidence of the incorrect item that I received, I am in no way trying to defraud the company or get free merchandise. In fact, it seems like it might even be the policy of this company to send out the wrong merchandise when they don’t have the right item in stock because they know that it is a huge hassle to complete a return and that most customers are too busy to ever complete it, thereby ensuring a sale. The fact that this kind of mistake has happened to me twice in 2 months is simply unbelievable. I demand that this mistake be rectified by the company and that I be sent the correct merchandise immediately with no other action required on my part.
Suggested solution:
Send me the correct item that I ordered immediately without any further action required on my part
