I recently received a return of my returns for being outside of the Talbots return window. My first question was "what return window" because I was completely unaware that there was a limit. I understand the logic of a window but had always viewed Talbots as a high quality/high customer satisfaction organization. So, I looked at the return receipt and did not see a reference to a 90 day window until I read the details under the section entitled "we want you to love it". The detail were in 6-8 point font and on the back of the form where there would be no need to venture unless I was asking for an exchange. I checked the catalog and there is no reference to it. I have not yet pursued the web site but I am assuming it is listed again under the header of wanting us to love it and in small font. I called Talbots customer service, acknowledged that I was outside of the window by 1-2 days, expressed by suprise at the policy, the degree to which the policy was buried on the form (deceptive or not, hmmmm?) and asked for some leyway. As a matter of understanding the impact, I shared that their actions would impact me as a return customer. To no avail, the gentleman stood behind the return policy. Recently, I spoke to a long time, loyal Talbots customer who acknowledge that her "stand by" no longer seemed to carry anything she liked.in this economy, I appreciate return rules for cash flow purposes but I feel the communication was deceptive and the company was in no way interested in making amends but rather hid behind their poorly communicated "policy". Shame on Talbots. You have lost a customer.
0 comments