Today I threw away my fifth Talbot’s catalog in a row without opening it. I am mad at Talbot’s. They have betrayed my trust and made me feel cheated. So I do not shop there anymore.
My checkbook shows $6548.35 was spent at Talbots between January and October 2008. But that is the end.
So even though it has been more than a month since the events that led up to our relationship’s demise, as a sales and service professional and business owner I can’t stop thinking… Why doesn’t Talbots care about losing my business?
So far, I have come to two conclusions. Two reasons I can think of that Talbot’s does not care that Ronna Caras will not buy from them anymore:
- When they changed their return policies and left me stuck with $200 of outlet merchandise they refused to take back (because it was 35 days old and not 30 days), they created no mechanism for their employees to report or escalate the incidents of really pissed off customers. Cashier and Manager both told me the new software did not allow for exceptions and there was nothing they could do. They pointed to the pale gray writing on the back of my sales slip explaining the change of return policy and agreed a store sign, a warning from a cashier, or a letter would have prevented my surprise. But neither of them had the training or tools to take my name and number and alert someone that something had hit the fan.
- When I called Customer Service, searched the internet, and inquired in two stores, I was unable to learn the name of the Director or Vice President of Customer Relations. This person is well hidden. Maybe the job does not exist. Either way, Talbot’s has failed to create a channel to communicate with customers during a time of extraordinary change in their long-held policies.
So, kind readers, I think Talbot’s doesn’t care about losing my business, because Talbot’s doesn’t realize… yet. But they will. Because I cannot possibly be the only customer who was treated badly as a result of their covert policy change, and refuses to stand for it.
I am willing to bet there are thousands of customers like me, maybe tens of thousands of us, whose $650 a month clothing budget is about to be spent at Lord & Taylor or another store who still understands how to treat busy women who have more money than time.
It’s too late to warn Talbot’s that they need to communicate with loyal customers to avoid losing us. And it’s too late for them to train employees to handle situations effectively.
But it’s not too late for other companies to take a lesson. Policies change for good business reasons and consumers understand that. We want our favorite stores to stay in business and that means the stores need to be profitable.
So, take the time to be thorough when making changes that impact the way customers do business with you. Write, email, post big signs. Empower staff to make exceptions for a little while so your customers know you have not become our enemy.
I feel your pain. Today, I tried to return a purchase one day past their deadline to no success. Talbots customer service reps are concerned and will forward my ‘feelings’ to their ‘corporation’. They are reviewing their policy. Hummm.
Please allow me to expand as I am not one to ignore policy shifts, nor am I inclined to try and take advantage of merchants struggling to survive a desperate economy. I am also not excited about being patronized for asking someone to responsibly reflect on what are unusual requirements connected to a sale for merchandise that cost me 99.00.
On October 17, 2008 I purchased a pair of boots for my college age daughter. She wears an unusual size, size 11. This is very hard to find. She had asked for leather boots for christmas. When I saw the size 11M at the outlet, I grabbed them. Next, I mailed them off to the supervisor of her student teaching, 500 miles south of me. All her mail comes to her through her teaching mentor. I knew I had to sacrifice the option of surprise, to guarantee fit. The post office delivered it to a neighbor of her supervisor. It reached her later than I expected. I am not into the blame game. Everyone did the best they could.
Perhaps I am unreasonable. I simply expect people to respond reasonably to unreasonable situations. I do not feel Talbots has done their part. October 17/Nov 17 is not far outside the 30 day window.
Unfortunately, the boots were too narrow. My daughter mailed the boots back to me by priority mail. Instead of taking 3 days, it took 5 business days. They arrived today, November 17, 2008. I carried them back to the Talbots Outlet in the shipping box with dates clearly labled. Talbots says this is now two days late. By my count it is one, but squabbling is a waste of time. I spoke with the local clerk, the store manager, and two customer service people at ‘Talbots headquarters’. It was to no avail. It did not matter that the boots had cost me 99.00 and that I had paid another 20 to ship them.( Or that someone else in need of a large size might really want the boots.) They were very sorry. Policy is more important to Talbots than their customer. Right now, their focus is all about policy shift.
These are hard times. I am covering tuition payments for a child yet in college, supporting a mother suffering with Alzhimers that requires reqular attendance and 1600 mile trips every month. I have a mother in law that we are supporting because her second husband beat her and is under court supervision. These are expensive times. I do understand. I do not understand a company that will not extend the opportunity to return for store credit on a purchase that I can not use because it is one or two days past their policy. I do NOT have 99.00 to throw away. I will not return to Talbots.
For the rest of the story. I will keep the silly boots. I wear a 9 and they are a little big, a pair of heavy socks should do. An 11 should be VERY big. No wonder they did not fit my daughter. My point… ..I would not have spent this on myself and do not need the boots……they also should not ‘fit’ me. Beware consumers, outlet means it could not be sold in the Main store. Not everything is an overstock. Sometimes they are simply mislabled……Don’t think this will help me get my money back. Talbots just wants to move stuff…………they will move it without me.
PS
I also tried to contact their customer service via the web. That does not work either. It is sad but it is Christmas. Buyer beware. Recourse will be very limited. Make sure you really want it before you buy it.
http://ezinearticles.com/?Retail-Merchants-Credit-and-Return-Policies&id=1358183
The above link may prove helpful to consumers. It may also help when challenging merchants to accept returns/exchanges. According to the author of the article, when a store prints its return policy on the back of the recipt, the back of the recipt must be initialed as well as the front. At no point in my transaction with Talbots was this done.
http://www.reuters.com/article/pressRelease/idUS232347+31-Jul-2008+BW20080731 Ms.Caras,
The above link will provide name and address for Talbots VP for Media and Customer relations along with a short bio. Perhaps this will be helpful. They do appear to be in need of your services even if they do not ‘need’ your business.
This is just another example of a business whose focus is inward, toward their operational costs, rather than outward, toward their customer.
Businesses, especially retail, are often so obsessed with foiling the occasional rouge customer that they would seemingly prefer to offend, anger, and lose any number of innocent customers with legitimate concerns, in their effort to prevent someone from getting over on them.
What kills me is that these policies that organizations (and their under-trained employees) hide behind, are created by highly-compensated “customer service” executives, who are congratulated for looking after the best interests of the company.
But who is looking after the best interests of the customer? The companies who do so will be the real winners. As the economy continues to struggle, consumers will become more and more selective as to where they will spend their hard-earned cash. Suspicious businesses that hide behind policies that treat customers with a “like it or leave it” attitude will find themselves wondering why all their nice merchandise is still on the shelves.
Take a hard look at the policy manual, guys.
Today my wife tried to exchange a sweater she bought for her mother at Talbots, for the next size up, but they refused. Because she had cut the tags off since it was a Christmas gift, and because for some reason the Talbot’s sales person had not entered my wife’s purchase into their computer, they wouldn’t make the exchange. My wife swears she’ll never shop at Talbots again.
It is very unfortunate that great customers have to suffer b/c of the company’s return policy. However, this return policy was put into effect because of a massive onslaught of returns abuse, in other words, there was a ring of folks that were buying old merchandise for rock bottom prices, and returning it w/o receipt to get the full price. Unfortunately due to these peoples dishonesty, Talbots got strict on returns.
Ms. Caras, the associates at the outlet store should have at least gave you the number to customer service so you could voice your thoughts. Talbots needs to hear every complaint. The number is 1800 992 9010.
I agree - Talbots lost 3 customers today (forever) over a $58 pair of pants. My mom bought these but we were 1 week late returning them because my father (her husband of 64 years) died. The store clerk would not waive the policy, so I called customer service (in the store from my cell phone) I thought surely when someone with some authority hears the story and checks her purchase history - they will profusely apologize and return them or at the VERY LEAST give her a store credit…. NOPE - nothing they could do “This is the policy - NO exceptions>” So my *new* Policy (as well as my mother and my daughter) I will NEVER spend another dollar in their store.
Talbots has also lost my business. I was totally aware of their change in return policy. I bought four sweaters in December of last year as Xmas presents, for my Mom, Mother-in-law and sister-in law. They did not like the sweaters and I tried yesterday to return them (I kept one of the sweaters for myself). Talbots directed me to their new policy on returns which was all the way at the bottom of the invoice - not in the DIRECTIONS FOR RETURNS, which is of course where it belongs. They refused to give me my money back or even offer a store credit. What am I going to do with three sweaters not in my size? Now, my Mom, mother-in-law, sister-in-law and I, who were all faithful Talbots customers will never buy in their store again. I’m also spreading the word among friends and co-workers. There are many other stores who actually give a damn about their customers, and they will get our business from now on!!
I am the GRANDMOTHER of Karen, who just wrote the above comment. They have lost my business, as well!!!! We have bought from Talbots ALL OF OUR LIVES!! If people are completely unaware of a change in return policy it is because Talbots has not adequately MADE THEM AWARE of a change. I am eighty-two years old. SHAME ON TALBOTS!!!!
I too, was burned by Talbots. I bought four sweaters last December - one for me, three Xmas presents for my mother, mother-in-law and sister-in-law. They did not care for them and I tried to return the three sweaters yesterday. I was totally unaware of Talbot’s newly instituted return policy and they refused to take them back. They wouldn’t even give a store credit. One of the clerks snootily pointed out that the return policy was way down at the bottom of the invoice. IT SHOULD HAVE BEEN IN THE BLOCK FOR DIRECTIONS TO RETURN AN ITEM. No one in my family will ever shop at Talbot’s again, and I will spread the work to friends and co-workers, as well. SHAME ON TALBOTS!!
I’ve had a Talbot’s card for 30 years. Virtually my entire professional wardrobe is from Talbot’s. I bought from them becasue of their unlimited guarantee with “no exceptions, no time limit”. I recently tried to take back a sweater I’d worn once which pilled horribly. The store clerk threw it at me saying ” it is too late”. Happily it had been a catalogue purchase and the receipt had the unlimited guarantee on the back. The clerk still wouldn’t take it so I called customer service from my car. They then called the store and forced them to take it back. Afterwards I went home and cut up my card, paid off my account in full and will never shop there again.
I too was burned by Talbots - today. I tried to return something 3 days post the “30 day deadline” with my accurate receipt that I saved. The same item was still in their store inventory yet they claimed that the return policy is to make sure their inventory stays fresh. I have shopped at Talbots for 20+ years — NO MORE! Sorry Talbots, the best thing you had going for you was your excellent customer service and now its gone.
For what it’s worth, here are some potentially valuable contacts who I intend to contact: http://www.thetalbotsinc.com/press/contacts.asp
I also am a long-time customer, as was my sister and mother, and they have lost my business as well.
This is hardly the only company changing their return policies. Ann Taylor is a FIRM 60 days as I found out yesterday. Banana, I believe, is a firm 30 days and I could go on and on. As much as I loved returning something that I had never worn, 6 months after I had purchased, I had to realize that the gravy train would one day have to stop. Everyone always says that the consumer will not tolerate this in these tough times, but what about the businesses. Coming from a family who has been in business for decades, I can only say that if policies had not changed, many more would be out of business. Now I am diligent about checking my slips and making sure I am within the store’s timeline. I always thought it was ridiculous for them to take things back regardless of age or wear. Someone has to pay for that in the end! And for those who say it was “only 5 days after the deadline,” need to realize that exceptions quickly spiral out of control. When I purchased at Talbots they told me I had 90 days. Yesterday Ann told me it was 60 days. We all need to stop thinking that everyone can cater to us just because we are mad that we did not get our own way. Personally I think that is getting VERY old and I do not even own my own business any more!! Ask at the time of purchase if someone does not offer.
Thank you so much for the above comment. I have been a manager for 9 years with Talbots and have seen the transformation of this policy. Unfortunately, my loss this year in my store had doubled and I was very thankful for the new policy. It is saving the company from many dishonest people. When you have customers come in with things that are 10 years old and worn, it becomes rediculous and shamefull. You wouldn’t believe what I see on a daily basis and how many of my regular “best customers” I have caught in a dishonest act. The worst is when customers come in and act as if we are stupid or beneath them when all we are doing is implementing our policy. Its funny to me that people only talk about the return service when they think of Customer Service. We offer so many services in our store and through our web site that most companies don’t do. Is three months not long enough to decide if the item is going to work for you? Come on, at 3 months its on sale. At 4 months it’s not even in my store. All the company is asking of you is to make a decision within 90 days. When I shop for my kids, most of the stores are 30 days. I know it, make a decision and respect their policy.
Well, I am a “former” Talbot’s customer for entirely another reason. I fit in Talbot’s Womens’ Petites clothes. Yup, I’m short and chubby! I wen t into my local Talbot’s women’s store lately and headed back to the peties secions..only to find that there is NO LONGER A WOMEN’S PETITES SECTION!! Yup…they have mixed alll of the women’s clothes (for the tall chicks) and the petites clothes (short and chubby–like me) alll together. SO..now instead of being able to walk in and find my size…I have to comb through ranks and racks of stuff only to find out that what I’ve been looking through…doesn’t come in a petites size. I been spending 20 minutes for the right size only to discover that I could have looked all day and never found it. The salelady said “I can scan it in the computer, and tell you if it comes in petites…” and I said to her “…or, you could just have a petites section like every other store. In the two minutes that I’ve been trying to get you to help me, you’ve been interrupted 4 times (3 times by the phone). You don’t really have time to help me, and I’m okay with that. JUST HAVE A PETITES SECTION WHERE I can shop BY MYSELF!” I’m not combing through racks and racks of merchandise only to discover that you don’t even make the item that I’m looking for in a Petites size. DOn’t waste my time! Separate your merchandise!!
I was a good customer for many years. I received a 20% discount 6 days after a purchase. I returned it, still unopened in the wrapper to repurchase with the discount. I was told that they could not do that as it would cause too much confusion. They would have done it if it had only been 3 days. I then said, I will return it, and they had to say okay and purchased the clothing elsewhere. I have not bought anything since. The same day that I purchased it another Talbot was having a 20% off sale that night. I asked if I could come back that night and she said they were not participating in that sale. They need to all have similar rules.
I just learned yesterday about the 60 return policy. I bought several items at full retail and in the end, they didn’t work. I was 8 days past. I was really stunned to learn about the policy and at then it was delivered with an attitude from the manager. I didn’t bother to counter to her since I thought I’d send this up the chain; however, I can’t find the chain so here I am. I’ve been a faithful shopper at Talbots for over 20 years, spent thousands of dollars at their stores all over the world. I’m mad and disappointed and have no intentions of ever shopping there again. Business is tough for 95% of the population so to me, this is a time when customer service should prevail.
I can’t stand the way Talbots cycles through their sales - for example: 40% off, back to regular pricing, 50% off, back to regular pricing, 50% off again, then 40% off on top of the 50% off, then back to the initial 40% off. Last weekend, I spent about $1100 during a sale. A few days later, the items were again reduced by another 50%. But Talbots will not give me a price adjustment. My options are: bring the clothes back and forget about them OR bring the clothes back and hope that when they adjust the price and put them back out on the sales floor 24 hours later I am there to purchase them OR bring the clothes back and order them at the newly reduced price from the catalog or from another store. This is just moronic. If Talbots allows me to order the item at it’s newly reduced price from the catalog or another store, why won’t they save us both the trouble and just provide a price adjustment on the original item instead of making me return it and then re-order it? I know that some people were abusing the return policy and purchasing items at the outlets at a reduced price which they then tried to return to a regular store for full price but this is easily remedied - just require that the customer has the original receipt. As for having customers try to return items years later, institute a 6 month policy and advertise it. BTW, I just returned an item to Nordstroms that was 3 years old. I had never returned anything over a month old to a store and was a bit embarrassed about doing this but thought I would give it a shot. Guess what? Nordstrom’s happily took the item back! When I apologized and said I was a bit embarrassed about returning an item I had purchased a few years before, they were incredibly kind and gracious about it, telling me that their customers come first. As for the Talbots sales people, it’s interesting: some of the women who work there are really lovely. Just so sweet and helpful. However, Talbots does seem to hire their fair share of women who clearly should not be in a customer service role - women who are strident, rude, and dismissive. Many of them also have no idea what is in the catalog versus what is on the sales floor, and are not very good at putting outfits together. I have also noticed that regardless of how awful something looks on you, according to the sales people it looks “just incredible!” and as they ring up your order they feel obliged to tell you “wow - you sure got some deals today! You really did well!” The catalog people give you the same line. I think they think that if they can convince you that you made out like a bandit, you won’t return the clothes when you get them home and you realize that the jacket you purchased really does not look that great after all. OK - one more thing. Have you all noticed how shoddy some of the fabrics have been this fall and winter. Some of the sweaters are so thin that they wrinkle very easily and do not hang well. For example, the polka dot cardigans and the cardigans that came in either green or maroon and that had the winter scenes on them. I ordered those and they were so thin I couldn’t believe it. I have a closet full of Talbots and purchases from previous years were of a completely different quality.
My story is similar to Jackie’s…
I bought 3 pair of the “new” style pants last fall; I wore one pair and decided to hold off on wearing the other two as they really were not that comfortable. I kept trying to convince myself that I’d get use to them. Well two weeks ago I decided enough was enough and I’d return them. I was completely surprised when the associate told me I was past the “90 Day” return window (by 5 days). I asked, what 90 Day return window? and she pointed to the back of my receipt. I had never been told about this change, this was the first I had heard about it and couldn’t believe that she couldn’t override. I asked her to look at my account, I don’t generally return things; she said it wouldn’t make a difference. I had been in the store to buy my mother a birthday gift and I had found a few things for myself as well; my total would have been about $600, my return was $150. Once she told me I couldn’t make the return, I put everything for myself back, (the associate didn’t care).
Between the style changes, reduction in overall quality, business model changes to a “price reduction/sales” model where there is a new sale or discount weekly and lack of customer care; I will be closing my account. Any suggestions on where to shop? I live in the Northeast.
I’m so glad that I found your blog about Talbots and learned that other customers have had similar experiences. I have been shaken by my experience and lost a lot of money, because I did not know about Talbot’s change in return policy. I always check a company’s return policy when I first shop on their website, but not on subsequent return visits. Although I am in sympathy and agree that there has to be time limit, it was the fact that the change in return policy was so well concealed on the back of the receipt, makes me feel burnt and cheated. I was one week over the return deadline, but was shocked that I could not even obtain store credit in exchange for returning new, unworn clothing with tags. I’m a working girl and don’t have an unlimited budget and the clothes could fit another customer. It’s so sad that Talbots had fallen and is in danger of going out of business. I would have helped do my share to save them but not when I can’t trust them and their customer service department wasn’t answering their phone in the middle of the work day. I am also avoiding JJill, which they own and are desperate to dump. Nordstroms, Coldwater Creek, and other places that have more flexible policies will benefit from my costly experience.
Could not find a similar story to mine in the complaint history of Talbots. Although I am not sure if it is even worth my time to write to management I am still in disbelieve that a company rather loses thousands of dollars from their customers than to make an effort to keep them as loyal, profitable customers for years to come.
So after reading your stories, I thought I might write mine down too, hoping someone at Talbots will be interested enough to read these complaints and improve their customer service.
My story: Yesterday, on a trip to a mall, I visited a Talbots store to see if they had one of their online handbags on display. Since it was neither on display nor in storage, I tried to find the bag’s order number, using the stores computer. After searching more than 15 minutes on an extremely slow computer, I still could not find the item or item number. I purchased some items and out of respect to the sales staff, who were extremely busy on this Saturday afternoon, thought I could explain the situation to customer service from my home phone, asking them to waive the shipping fee for obvious reasons. Meanwhile it was Sunday and I used their online-chat line. I felt I “spoke” to a robot. The answers were short, defensive and mechanical. Although I asked several times to speak with her manager she did not reply. Besides being rude, when I asked for the supervisor’s name she answered “Janet Jackson”. Still have to question that one. Bottom line, they did not waive the shipping fee. So here it goes: Talbots would rather not pay $10. In shipping fees than make a sale of $120. Who wins???
I sincerely hope they will take a closer look at their customer service employees before the company loses even more of their valuable customers.
Same experience as all of you. My husband bought me a purse in early December, to give to me on my birthday, April 11th. I never used it, I just didn’t care for the pattern, and last night he took it back — all I wanted was a store credit, I wasn’t interested in spending the 99.00 somewhere else - I’ve shopped at Talbots for years. Same surly responses as above, “no way, no how”. The clerk even had the nerve to say “Too bad, I could sell that purse immediately”. The bag has all the tags, still has the plastic on the handles and the tissue inside and wrapped around the little metal accents. My husband called Customer Service today and they just said “no”. No more Talbots for me, that’s for sure.
Recently I got a new job, I rushed in to a Tablot’s Store to get some new clothes in Apr. I spent about $300 there, 31 days later, I decided to return or exchange 2 pants, the sales rep told me it passed 30 days, no way to return and exchange, she told me if the pants don’t fit, I could donate them…..???? ……!!!!! I was really mad on their responses. Definitely, it would be my last time to shop them.
I stumbled on this site while looking for Talbot customer service to voice the distressing situation that lead me to cancel my credit card and vow to stop doing business with Talbot. After reading these entries I see that others have had difficulty in getting Talbots to listen to bona fide complaints. Therefore I have decided to express my frustration with Talbot’s disregard for customer service or satisfaction using this blog.
I too have experienced the new over 30 day no return policy that stuck me with hundreds of dollars in merchandise bought as gifts that didn’t fit. The last straw for me was getting numerous anonymous calls from what turned out to be the Talbot credit dept. With the number of years I have been a Talbot credit card customer and considering the thousands of dollars I have spend in their stores, I told them I felt harrased by the calls.
After paying my $290 bill over the phone I asked to cancel my acct. Since the cancelling of the acct was handled promptly without delay, I felt the need to speak to the credit dept supervisor and let her know the reasons that lead me to the decision. When I told her I felt “harrased” she responded by asking me if her dept’s process had done anything “illegal”. At that point I really felt the company no longer cared about service or how their loyal customers “feel” about doing business with them.
I imagine she will not take my complaint any higher because it would only make her dept look bad. I am content to have this blog to express my feelings concerning my unpleasant (lack of) customer service experience with Talbots. THE END…and the end to my business with Talbots.
I had extreme loyalty to Talbots and shopped there almost exclusively because I liked their “customer is always right” attitude. I seldom returned things, so I’m not really affected by the return policy, but it is what it represents. It’s an attitude shift toward the customer, and I can tell it in the people they have answering the 800 number and the store associates. When I returned something within the time frame (a couple of weeks after purchasing it) to the Talbots at the Mall of Georgia in Buford, the tension was palpable. The store manager (Bonnie) is quite rude–very sour if you make a return. She makes it very clear that they do not like any return, at any time. I never had this problem before she arrived, but it was so obvious that I do not plan to return to the store again. Her employees are also quite tense during a simple return. Their facial expressions said it all. Too unpleasant. In fact, once I pay off this month’s Talbot bill (over $1000) that’s it for me. Macys and Dillards, here I come.