I bought an emu boot last week. And they promised to ship it within 3-5 days. On the 6th day, I received my order. When I opened it, the shoes were with white marks at the front. The marks were permanent so I decided to call and exchange the product with a new one (but the new one and return the defect one). Once I called the customer service, the process became complicated. I purchased the product with the reward points that I got from banana republic credit card, they said I need to return the product first to got the rewards point back. I would like to suggest them that they can honor the reward point for the exchange item so the customer would not have to go through complicated process to get the new product. That is not my fault that I got the defect product, and I would like to get easier process when I want to change it with the new one (not have to return the defect product first then wait for the reward points then go order and then wait again for the shoes to come - with note if the shoes are still available). I am sure that they should be able to honor the reward points directly for the customer that got the defect product. The customer service offered me for buying the new one with 10% off without the reward points because she could not nothing about it. I am sure next time they should able to directly honor the rewards point back for the customer who disappoints with the defect product.
I prefer to buy at the store next time to make sure I get the good quality of product and can return them easier.
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