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Banana Republic - Horrible Customer Service Experience

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  • Ragu
    replied
    Originally posted by pratyk View Post
    Backstory: A little over a year ago, I had ordered a Trench Coat from Banana Republic's Online site. UPS marked the status as "Delivered" but the package was never delivered to me. I contacted the customer Service and they issued me a refund.

    Fast Forward to the present:
    I ordered a bunch of items from BR.com with the recent 35% off coupon, including the winter coat. The total for the merchandise was about 225-250$. The estimated delivery date was last week and I kept on waiting for the order to arrive. I forgot about it for a few days and I remembered to check the shipment status yesterday since i recollect their 4-7 day free shipping being slow at times. The package was shipped via UPS Smartpost (where UPS hands over the package to USPS for local delivery).
    .
    Hello Dappered,

    I must also complain about a shipping problem I had with Banana Republic. I ordered about $225-$250 worth of merchandise that never arrived on my doorstep. Luckily I found it in Boston, MA and figured out where the error was -- they put the wrong shipping label on the box! As BR is so incompetent at shipping (plus they got the sizing wrong) I am now giving away all of this BR swag for free, including a winter coat. Please let me know what items you would like.

    Best Regards,

    Ragu, a Nigerian Prince


    4SRS though OP, be sure you put in an notice with the credit card company ASAP to protect yourself. I had a similar issue ordering from the Gap once, and they arrived 10 days after their scheduled delivery. I also contacted my local post office and a postal inspector got back to may saying they were looking into it. I never found out what caused the delay, but once the items arrived, I told the CC company that the charges were now legitimate and to drop the report. So just know that there is recourse, you aren't the first one to experience it, and you might get lucky in another week or so.

    Leave a comment:


  • Fred G. Unn
    replied
    Originally posted by Shomas View Post
    It depends on the place. On my block, there's no way any delivery service would leave a package out, but in some suburban neighborhoods, they'll do it.
    Yep. I never had a doorman building while I was still in the city. In one apartment the super would sign for stuff, but if he wasn't around you were just out of luck. Now in NJ the UPS guy leaves stuff literally every day since my wife and I both do almost all our shopping online.

    Leave a comment:


  • Vicious49
    replied
    I've been lucky that I've never had a package stolen. They leave packages on my doorstep all the time. Im home on most days but even the days I'm not, no one touches the packages.

    Leave a comment:


  • mcadamsandwich
    replied
    Originally posted by pratyk View Post
    Sidenote: Putting in a claim with UPS, etc. has to be one of the most futile customer service experiences one can endure. My buddy put in a claim about a package that was damaged in transit and I don't think he ever got any money for it.
    At my office, we use nothing but UPS to ship packages. From a business POV, their claim system is fairly simple. Could be different on the consumer end though.

    Leave a comment:


  • pratyk
    replied
    Originally posted by Focuspants View Post
    Wow, in the states if youre not there they just leave the package on your doorstep!?!? That would have me paranoid as hell. Here, if youre not there to receive it, they leave a notice, and deliver it to the nearest post office or distribution centre. You can then arrange to have them send it to you on another day or just go pick it up from there yourself (mine is a convenient 4 or so blocks from my house ). Even worse at an apartment. If they just put it by the entrance, tons of people walk past that and the chances of one dick helping themselves to it are pretty high.
    Usually, they do not. I've noticed that the non-Smartpost type of packages require a signature or a signed copy of the delivery notice for them to leave the package behind. Fortunately, my UPS guy delivers after 5 pm 2-3 days out of 5 so I'm usually home to receive the package.

    Only if they had some sort of a check to look at the amount of stuff being shipped before deciding the mode of shipping, etc.

    Leave a comment:


  • Shomas
    replied
    It depends on the place. On my block, there's no way any delivery service would leave a package out, but in some suburban neighborhoods, they'll do it.

    Leave a comment:


  • Focuspants
    replied
    Wow, in the states if youre not there they just leave the package on your doorstep!?!? That would have me paranoid as hell. Here, if youre not there to receive it, they leave a notice, and deliver it to the nearest post office or distribution centre. You can then arrange to have them send it to you on another day or just go pick it up from there yourself (mine is a convenient 4 or so blocks from my house ). Even worse at an apartment. If they just put it by the entrance, tons of people walk past that and the chances of one dick helping themselves to it are pretty high.

    Leave a comment:


  • pratyk
    replied
    Just wanted to update this thread with new developments..

    I ended up at my local USPS post office, who then forwarded me on to their regional facility which deals with UPS, Fedex, etc. and they couldn't really give me an update other than "it was delivered. Our record says so.". I contacted UPS and they said BR would have to initiate a claim, etc.

    I emailed BR about the same and they issued me a refund. I guess they don't like dealing with UPS, etc. after all.

    I suppose they just send those initial emails randomly and with the hope that the matter is not pursued further.

    Thank you all for allowing me to vent on here.

    Sidenote: Putting in a claim with UPS, etc. has to be one of the most futile customer service experiences one can endure. My buddy put in a claim about a package that was damaged in transit and I don't think he ever got any money for it.

    Leave a comment:


  • Shomas
    replied
    I have everything shipped to me at work because there's no safe place to leave it at my house. My work is in a building with a mailroom staffed seven days a week. I have had the same issue once with BR and a couple of times with Gilt. I think the main problem is with the SmartPost/SurePost shipping method. It sucks. Leaving aside the fact that USPS has a terrible tracking system ("delivered? Yeah, that means something other than what you think it means."), this method is exceedingly slow and just adds another transfer point into the system, which increases the odds of mishaps occurring.

    I suppose I understand the reasoning behind the SmarPost/SurePost method (i.e., saving on shipping costs by minimizing the number of discreet stops the carrier has to make), but it drives me crazy. I would pay more to just have it delivered by UPS or FedEx. And in my case, all carriers make multiple huge drop-offs to my building every day, so the actual savings to the carrier are quite limited. I've just taken to expressing my serious distaste for this shipping method whenever I have the opportunity. For example, BR sends me periodic customer surveys and I let them know there. I don't know if anyone actually reads that or cares, but it's cathartic.

    Leave a comment:


  • Jamie
    replied
    Originally posted by TDurden View Post
    I have found Banana Republic to have very bad customer service, both via phone and in store. It's as if they are only prioritizing that sale and not keeping you as a long term customer. Alternatively, I have nothing but glowing praise for JCrew so this story does not surprise me
    Agreed, I've had some bad experiences with BR (online purchases they won't allow returned in store, etc.), but J.Crew's service is always great.

    Leave a comment:


  • pratyk
    replied
    My building has 2 keyed entry doors - USPS leaves the packages behind the first door, to which they have the key.

    Again, I did not expect BR to take a hit but just reported the non-delivery. I wanted to see if they had some information and instead, I got a form email saying they will not do anything.

    That's the part that pisses me off.

    Leave a comment:


  • LesserBlackDog
    replied
    It sounds to me as though your main issue is with UPS/USPS, not Banana Republic. Banana Republic has no control over the product once it ships. You can't reasonably expect BR to take a hit for you any and every time your package is either lost or stolen in the carrier's custody or from your doorstep. If I were you, I would have attempted to fully resolve the issue with the carrier before seeing if there was something BR would be willing to do about it. The smartest thing to do might have been to get BR on your side to try to leverage some kind of loss coverage out of the carrier.

    In any case, you should probably start having your packages shipped to your workplace or some other location where you know there will be someone to accept it. At least that way, you won't have to wonder if future problems are the carrier's fault or the fault of some random passerby stealing packages.

    Leave a comment:


  • pratyk
    replied
    I'm going to drop by the local post office after work (even in the city, they shut down before 5 on most days except thursday).

    Leave a comment:


  • TDurden
    replied
    I have found Banana Republic to have very bad customer service, both via phone and in store. It's as if they are only prioritizing that sale and not keeping you as a long term customer. Alternatively, I have nothing but glowing praise for JCrew so this story does not surprise me.

    I have very little doubt that your credit card company will take care of you.

    Leave a comment:


  • Jamie
    replied
    Also, it sounds like you need to contact your local postmaster. The packages could be stolen off your doorstep (in which case you should get a PO Box for deliveries), or are being stolen by a mail carrier/postal employee. The USPS take that very seriously, but can only investigate if people actually inform them of the issue.

    Leave a comment:

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