Confession: I worked at Gap for almost a year back in 1994-95. I won 'regional employee of the month' whereupon they tried to make me take a Gap voucher as my reward. Needing some Chanel foundation I refused and insisted upon a Fenwicks voucher instead. I knew my ACE steps (approach, close and end the sale) and shoplifting prevention: that folk tend to steal mainly from the fitting rooms and at the front of the store. Me, I know my GAP onions... so when I go back to the store, I expect the same kind of service with a cheery smile that I gave all those years ago. (Once, I got a woman who hadn't worn jeans for ten years, and was a size 22 plus, a fab pair of men's jeans and she tipped me a fiver in thanks).
So on Sunday I swung by Gap in Watford as my Mum had bought me a pair of jeans in Medium in Gap Belfast. Medium is UK 10-12 US 6-8 and I am UK 8-10 US 4-6. So they were too big. The store didn't have any in size small. (Although as small is 6-8 US 2-4 chances are my butt wouldn't have got into them).
So I said, no worries, can you refund my Mum?
Gap said: Nope. As your Mum is in Northern Ireland and we can't put money on the card without the card owner there.
I get that, so I said, can you give me a credit note and I will use it online to get the jeans I want?
Gap said: No again. The online company is different to the in store, so if we gave you a credit note you couldn't use it online. (Which is odd as Zara for example - if you take something back and they don't have it in the right size - refund you on a card that you CAN use online. Which seems a normal way to do things).
Ok, so can you order in my jeans and I can pick them up here?
Gap said: No. We don't offer that service.
So Gap - what can you offer me?
Gap said: Well we can give you a credit note which you can use in other Gaps.
Yes but I don't live anywhere near other Gaps, so that is useless to me... and what if all my local surrounding stores don't have the item I want in? Do I just spend my days driving from Gap to Gap in the hope of finding my jeans?
Gap said: Yes pretty much.
I said: Gap I would rather gauge out my eyes than shop in your store again. Instead I will now post said jeans back to my poor Mother who will have to go into Belfast again and take the jeans back. Meanwhile I'll go to Topshop who will give me superior service and I'll get a pair of jeans that will fit.
Which I did. Moral of the story - for an unhelpful shopping experience, go to Gap. It sure aint what it was back in '95 (and your jeans wall sure aint folded like it was in my day).