I think you may have misunderstood the point I was trying to make about customer service, so I’ll try to explain myself further.

I (as well as anyone else I’ve ever worked with in retail) have no problem with the basic level of customer service that I’m required to do as part of my job. Basic meaning: greeting the customer, being friendly, inviting them to join the email list, inviting them to sign up for the Old Navy credit card, helping them find items, assisting them in the fitting room, looking for sizes in the backroom, etc.

However, I DO have a problem with: ridiculous demands (“I want the size you don’t have and I want it now!”), general rudeness (cell phones, bad attitudes), people who think store policy doesn’t apply to them (trying to return things past the 90 day return period, returning items that have clearly been washed and worn), people who abuse the coupons, etc.

How do I treat “difficult” customers compared to the “normal” ones? Exactly the same–same greeting, same questions, same service. THESE, however, are the people that I refuse to “bend over backwards for” because that’s NOT part of my job requirement. If a situation arises, we are trained to call a manager over to deal with it, and they can settle it as they wish.

And quite honestly, it’s not my job to “bend over backwards” for anyone–my job, defined by the company I work for, is to sell the product, abide by company policy, and provide customer service in the ways I listed above. It is not defined as “bend over backwards trying to please every customer who walks through the door, completely ignoring any company policy, and letting them do whatever they want just to keep them happy.” That sounds the job description of a nanny who is hired to watch a spoiled child.

Again, poor customer service does not equal not abiding by the store policy, and I find it a bit odd that you think that to be the case. It is there for a reason. To be honest, I’m not sure of the exact reasons–all I know is that my job is to enforce it. Imagine if someone had purchased something two years ago, and wanted to use a coupon they received yesterday on that purchase.

I do not see myself as rude or as having a pessimistic view on customer service. Anyone I’ve worked with is the same way. I have worked in retail for years and have never really had problems with my job. There are annoying and difficult customers from time to time, but it usually does not bother me, and often makes for a good story among coworkers later on. I’m not sure how long ago you worked in retail or where you worked at–perhaps your training in customer service was more extensive than mine–but I’ve never worked anywhere where they trained you to “bend over backwards.”

And just in case you were wondering, if I had been the employee that your wife had spoken with at the register, the conversation would have gone something like this:

“Hi, did you find everything you were looking for today?”

“We got this coupon in the mail, but bought a bunch of clothes the other day, and wanted to know if we could redeem this coupon for our previous purchase.”

“I’m sorry, ma’am, but with the company policy, you are unable to do that. But you’re more than welcome to hold on to the coupon for another time.”

“Why can’t I just return the clothes and re-buy them with the coupon?”

“Oh, that’s fine, did you bring your receipt with you?”

Again, I do not see the big problem with your situation. Clearly, you could have returned the items and repurchased them with the coupon. And even if the manager was extremely rude towards you, why is that such a big deal? The world goes on, and not everyone is going to treat you fairly, even though it would be part of her job to do so. If it bothered you that much, don’t shop there anymore. If the policy you don’t agree with bothers enough people, then you know the company will eventually change it, because you are right–customers do keep companies in business. And in being rude to you, she would have clearly overstepped a boundary–but you were doing the same in thinking that the store policy did not apply to you.

It makes me wonder, why did this situation leave such a bad taste in your mouth when clearly there was a simple solution (return and re-buy the items)? Is it because you think rules and policies don’t apply to you for some reason? If that’s the case, then I feel bad for all of the customer service related people you will encounter in the future.

I may be coming off as harsh, but I’m hoping that my comments help you see things in a different light from the other side of the counter. I deal with about 10 similar situations as yours each day, and rarely does it seem that anyone leaves the store feeling mistreated like you did over something so incredibly minor. From my point of view, it could have been easily fixed and really did not have to be a such a big deal for anyone involved.

“Why on EARTH would you think that we would EVER want to “bend over backwards to keep you happy?!”

Answer: That question absolutely blows me away. Because without the customer and repeat customers you would not have a job. Period. And I have worked retail for a large nationwide company and that was how I was trained and I saw how it really is the only way to grow a business successfully. I find your pessimism about customer service really sad and I hope you are in the minority.

I’m an Old Navy employee, and have been working in retail for almost 6 years now.

Some quick info about working at Old Navy:

–We’re trained to work and communicate with the customer “with ease”–meaning as quickly and efficiently as possible.

–During our shift, as well as working the register, we’re responsible for:

1. Keeping the store in order (folding, putting things back in their proper place)
2. Assisting the customer with finding merchandise
3. Assisting the customer in the fitting room area
4. Assisting customers on the phone
5. Getting as many customers as possible to sign up for the email list
6. Getting as many customers as possible to sign up for the Old Navy credit card
7. Processing shipment
8. Doing returns and exchanges, etc, etc.

As with any corporate retail store, we’re often extremely busy and extremely understaffed, making it near impossible sometimes to complete all of these tasks as efficiently as possible.

In a perfect world, the economy would be flourishing, the company would provide the right amount of hours for coverage, employees would be paid well and not taken advantage of, and so things would run more smoothly and in turn, produce happier customers.

Unfortunately, that is not the case in today’s world, and anyone who believes that a store should “bend over backwards to make them happy” is either sadly misinformed or just plain narcissistic.

Nothing makes me blood boil more than when I hear people complain about, “Whatever happened to good customer service?”

What’s happening is this:

The employees come in to work and are immediately bombarded with stressed out managers who are pushed by the corporate office to meet impossible quotas over email captures and Old Navy Card applications, and as a result, overlook simple things like putting people in zones, which makes the entire day disorganized.

Plain and simple, the economy is bad, which means less hours, fewer employees, fewer raises, etc. Obviously this also that ten employees have to do the job of what twenty employees should be doing at less pay, which makes it more stressful and demanding for everyone. And raises are few and far between, or almost unheard of.

When an employee is doing 12944793 tasks as well as ringing up a customer, we also have to ask for an email address, ask for them to sign up for an Old Navy card, listen to them scream at their children, try to communicate with them effectively while they’re on their cell phone, explain why a sign that says, “$5 Shirts” doesn’t apply to the pair of pants that they want, explain to them why a coupon that expires in 2005 won’t work in 2011, enforce store policy, and then listen to them act like a five year old throwing a tantrum when they don’t get their way while their unsupervised children destroy the entire store, which we have the pleasure of cleaning up later.

And I’m waiting for this question:
“If Old Navy is so terrible, than why do you work there?”

Old Navy is actually a pretty good company to work for, especially compared to former companies that I’ve been with. Any problem that I’ve experienced seems to originate from the corporate level. Despite retail worker stereotypes, I’m not lazy, stupid, or have a bad attitude. I have a four year degree, and am going back to school, and I also happen to be pretty friendly and a hard worker. Old Navy isn’t a career choice for me–it’s a part time job that pays the bills until I receive my degree and move on in life, which is the case for most people in retail.

I firmly believe that all retail companies should integrate a new policy into their stores that goes something like this:
“Our employees are trained to be efficient, respectful, and friendly towards our customers–thanks for treating us the same!”

Again, unfortunately, in our time, that will never happen. My belief is that things will only get worse as the economy changes and people get used to “getting their way” by calling the corporate office and having their bad behavior rewarded with a coupon.

I’m confused about why you think you and your wife (and anyone else on this page) believe you were treated unfairly and received poor customer service. I suppose that you think poor customer service means upholding the company policy, which I find to be absolutely ridiculous.

The manager did not seem to be behaving rudely towards you or “having a crappy day and taking it out on a customer”, and I’ve done plenty of “returns and repurchase” in similar situations as yours without incident. No one told you that you could not do that, you simply decided to make an issue over it by yourselves. And the fact that you have an Old Navy credit card suggests to me that you’re a frequent shopper–you received the coupon after you made the purchase and did not want to “return and re-buy”–realistically, why would it be so hard for you to save the coupon for the next time you were shopping?

Anyone who wants customer service “like the good old days” in modern corporate America is kidding themselves, to be blunt. Low prices are in demand, so you’re going to get what you pay for. If you want someone to “bend over backwards for you,” maybe you should stick to local stores, boutiques, high end department stores, etc.

Everyone in retail is pushed for time and overworked. We clean up the tornado of clothes after you and your children leave the store. We explain simple company policies to you countless times with no avail. We compete for your attention with your cell phone just to do our job. We deal with your temper tantrums when you don’t get your way.

Not every customer is this terrible, but for those who are and then complain about “horrible customer service”:

Why on EARTH would you think that we would EVER want to “bend over backwards to keep you happy?!”

My hope with this comment is that it provides insight into the minds of those who believe they are “being treated unfairly” and probably never worked a day of retail in their lives.

Sincerely Frustrated,

An Old Navy employee.

So…. I gave the shirt to our 3rd daugher (it was a boy’s shirt, but in a girl-acceptable yellow stripe), and gave up on Old Navy. I never received a pre-paid envelope, although I did receive an email stating that the problem at the distribution center had been corrected if I’d like to re-order the item. I’ve been wary of Old Navy ever since.

Honestly, their clothes don’t hold up very well anyway. I’d rather shop the online sale pages of Gymboree, Land’s End, and Children’s Place for longer-lasting clothes. At my house, clothes need to make it through three girls and then one boy (if not too “girly”) to get respect.

Just last week, I bought stuff at Target. I then found I had a $10 off coupon. I went back to the store ( didn’t even have the merchandise with me ) and took my receipt to the customer service desk.

I asked them if they could honor the coupon, or if I needed to go get the items. They said not to bother, and opened the register and handed me a $10 bill ( didn’t even credit my credit card…bonus for me, because I then still got my points ).

I have also done this at Linen N Things, Bed bath and Beyond, etc.

But, believe me…I am not above returning and rebuying. I have also had to do this at stores, when I have had the items beyond their store price adjustment time frame ( most stores seems to be 14 days to a month ).

I agree totally…return and rebuy.

Hey, and don’t be afraid to write their customer service. I do this all the time, when things like this happen.

I make my emails nice, and explain the point of view from a consumer, etc. Make a recommendation and make it sound like you are making a nice suggestion. I get gift cards, coupons, etc in the mail all the time for free products when I do this.

Most stores want feedback…especially if given nicely. They do NOT want disgruntled customers like you are now. Most of the time, corporate will bend over backwards to make it up to you.