I bought a pair of black Purple Label corduroys from the Polo store in Short Hills, NJ. I got them hemmed and the waist taken in a bit. The salesman wrote March 1 on the ticket, then crossed it out and wrote March 3. "We tell the tailors March 1, but you pick them up March 3." "Ok, March 3?" I responded. "Yes." I return March 3 with my ticket. The woman goes downstairs for about 10 minutes and comes back. "I'm sorry, what did they look like?" I describe. Back down again. They can't find them. "Can you come back later in the day?" At this point I've already spent a fair amount of time twiddling my thumbs in the store. I come back later. Still no sign of them. Finally, they find them. The tailoring hasn't been done. "You said March 3," I say. "No, no, it says March 3 on the ticket, but that's not when they will be ready. They are ready after that." Well, I explain the assurance I was given before and express my displeasure. "Well, the tailors are working on them now, it should be about 10 minutes." "10 minutes, are you sure?" "10 minutes." 30 minutes later: nothing. I walk up to the woman, "Look, maybe they don't know I'm waiting for them. Can you go down to check?" She goes down to check and comes back: "They say it will be another hour." I say I can't wait around any longer, I'll have to come back another day. I come back another day. Hand them the ticket. Guess what? They can't find them. Again. I explain my dispeasure again, and tell them that they have the totally shoddy and inexcusable customer service. Finally they found the pants. The manager, who knew I was very unhappy (and probably feared a letter to the Corporate office) said I could pick out a Blue Label dress shirt for my inconvenience. I picked one I liked at $125. I got it for free. I am really unhappy with being bounced around and having to hang out in the store for that long, but the $125 was quite a gesture. They could have offered to ship me the pants for free once the work was done, or give me a small discount on my next purchase, or anything else... But a $125 shirt of my choosing? Not bad.
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3/16/05 at 10:33pm