Gender reveal mishap leads to horrible customer service from children’s place.
Today I experienced one of the worst displays of customer service I have every experienced in my life.
I am almost 31 weeks pregnant with my 3rd baby. At 20 weeks we had an ultrasound. We had a gender reveal party planned so I did not find out the gender then, but the technician wrote it down for me and put it in an envelope for me. I had given the envelope to a friend who went and got pink balloons blown up and we did the big reveal with 40 of our closest friends and family. I have 2 boys so I immediately started shopping for girl things and selling/donating my boys clothing.
At 30 weeks I went in for a routine ultrasound and found out that we are actually expecting our 3rd boy.
I was not sad that I was having a boy. Boys are great. It was more so a matter of mourning this daughter that I had spent the last 2.5 months envisioning. And the image the life we would have with her. I had a picture of what my family would look like and all of the sudden, she was gone, before she really even exsisted.
So I got straight to it. Pulling out all of the girl clothing and items that I had to return so that I would be able to move forward and prepare for my 3rd son.
I have returned hundred of dollars of baby items and clothing to half a dozen retailers with no issues at all. I have returned things to companies well outside their return policies and they haven’t given me any grief, but instead have been compassionate and helpful in this process.
All but one. The Children’s Place. I have 4 items that I am trying to exchange. Not even return, but rather just exchange for clothing that I can use for my new baby boy. I went to the St. Albert store, where the items were originally purchased and they told me that because I am 2 days past the 45 day return policy the only thing they can do is offer me an exchange on the exact same items in different sizes. The manager then passed on the customer service phone number, which I called immediately while I was still in the store.
After one hour and 2 minutes on the phone with them, and speaking to 2 customer service representatives, they had agreed to offer me a “one time exception” and allow me to return the items through the distribution centre. So I asked how they would be returning the funds to my credit card since the purchase was made in store and the receipt has the credit card number blocked out for security. He came back to tell me they will have to do a merchandise credit. Then after sitting on hold he returned to tell me that they could not do the credit because they do not have a way to send their Canadian customers a return postage lable. After being put on hold again, he said another department would be calling me in the next 24-48 business hours to let me know what the best resolution would be for this issue. I was also told that it would be likely that they would not be able to help me at all because they may not be able to provide me with a shipping label due to the fact that I live in Canada. They also informed me that there is simply no way to override the computers at a store level so there is no possible way for this “exception” to be carried out in store.
I have called numerous locations all siting the same issue. Their return policy has no exceptions and they will not do returns or exchanges outside the 45 day window. So here I am, stuck with this clothing that is brand new, with tags and a receipt and I cannot do anything with it because The Children’s Place has no room for compassion within their return policy.
Needless to say I will no longer be shopping there, which is very sad for me because the majority of my children’s clothing is, in fact, from there. But I will not be spending my families income at a company that treats their customers the way I have been treated today. Especially when there are companies out there, like Carter’s Osh Kosh that do not put time restrictions on their returns. Having the piece of mind that if my child grows too fast or too slow and doesn’t fit the clothing I purchased, It’s ok, I have the option to take it back without any issue at all.