I love Banana Republic. I've spent roughly $3000 there since 2009, and I recently brought my future father-in-law to their Emeryville, California store for a $700 shoppinng spree. (He recently lost weight, and I thought he'd look good in some of their outfits).
When my fiancee suggested I go suit shopping for my upcoming wedding, she suggested BR. I had my two favorite jackets that I bought from BR sitting in my closet, and I had kept them sitting aside because, after less than 2 years of wear each (and only 3 washings or so), both had fallen apart. I was really bummed out, as I'd paid about $125 for each one. I followed all of the care instructions, and only wore each item about 8-10 times, total.
I have never returned a piece of clothing, post-purchase, in my entire life. I figured it would be easy, having grown up shopping at Nordstrom and the Gap, BR's sister store. I figured that I had a reasonable case to return each item, and I even took pictures of each item.
I brought both with me on Thursday, 11/10, when I went to their Emeryville store. I had purchased both items on my Banana Republic card, and although I didn't have a receipt, I figured they would have my 2009 and 2010 purchase data in their system. The store manager, Sam, said that there was really nothing he could do. I asked him to escalate the matter to corporate customer service, and retain the two jackets, in the meantime. It took me 3 more 10-20 minute follow-up calls to get an answer, which finally arrived this morning.
All I asked them for was the replacement of my jackets with 2 similar jackets - I wasn't even asking for money. When I told Sam about how Nordstrom handles things, he said, "This isn't Nordstrom."
The company called me this morning to explain their decision: although it was their policy to give me nothing, they had extended a $24.97 credit for each item. That's enough to replace 1/2 of one of the jackets. They also stated that I had 7 days to get back to the store or they would donate both items to charity.
I called Sam this morning to ask him what he thought of the final resolution, which I was unable to accept. "This is the policy, and we're going to need to follow the policy."
I had planned to spend $1000 at BR this coming year. Adjusting for 2% inflation every year until I'm about 50 (when I had sort of figured BR stuff might not look so great on me), I had been on pace to spend $20,993 with Banana Republic, between now and 2025. They basically decided that it wasn't worth replaceing two sweaters that likely cost $20 each to manufacture, in order to make an additional $17,993 from me.
I don't get the math, but it's good to get some clarity around the situation. If anyone has a suggestion for where I should begin buying my jeans, sweaters, casual suits, underwear, socks and t-shirts, please leave a comment below.