When I worked for Gap Inc (for 8 years) until 2009, we would always honor customer coupons from the previous transaction when making an exchange. For example, if a customer used a Bucks Back or Gap Cash for one transaction and they made an exchange, we would take off the previous discount and apply it to the new purchase. Apparently this location doesn't follow suit with the other Gap Inc stores.
I earned $25 Gap Cash (from previous purchases) that I was able to use either online or in the store. I chose to use it online to purchase jeans. Unfortunately they changed their Bootcut fit so it no longer has two buttons, so I then wanted to exchange for different item. It became a huge to-do and I pretty much got a lecture that it can't be done. I asked if the register or system has changed since 2009, and the Leader on Duty said that, no, they remain the same. She and the cashier also kept telling me I would get my Gap Cash back, but I had to keep explaining to them that I don't have a Gap (credit) card (which they would have seen if they looked at the bottom of my invoice). If I was a less informed customer, I would have just taken their word for it that I'd get my Gap Cash back. (Nope!)
I never want to be That Customer (because I've dealt with several as a lead/keyholder/ customer service); however, this is NOT how things work. The LOD did "make an exception." When she finished the transaction, the cashier just handed me my receipt and left my dress on the counter in a heap. *I* was left folding it myself while customers waited behind me. Awesomely rude.
(Oh, and P.S. ... not sure why, but this is listed as being in Barrington for some reason, when it's really Deer Park. Not sure why the Editing info is locked!) read more