Disappointing experience all around. I've been a Hanes customer for years and am used to good customer handling and experiences from the Cabazon and Oxnard Outlets. This one was so bad I'll never go back.
First, the back story: I ordered some bras online and bought a couple that were the wrong size as my body is changing. I loved this outlet franchise so figured I'd visit and do and exchange in one trip.
Elizabeth did not start the process or clearly explain what needed to happen. She inaccururately measured me which ended up wasting a lot of time. She was off over two inches on chest and over on bust as well. Sadly, I didn't think to remeasure while there.
When I requested she bring in multiple bras, as past consultants have done in the past, all she delivered was two bra same style. Then again on a call back...another two different type but same style.
In the end, I went and foraged around myself. In the past all sales staff at such stores have been attentive and checked back without buzzing. They have also always brought a number of items and checked the fit, made recmendations, etc. This employee could care less.
The store was not busy, they were chatting with each other and folding items.
Finally, after a long time trying bra after bra, style after style, I thought I'd make do with a couple. When asked, she did go find another color in the back but said they were new and so they didn't have other options.
So much for finding multiple bras.When I finally got to the counter several things occurred.
First, paperwork had to be done, why they hadn't done it in the first place seemed odd. Then there was an issue due to the discount pricing that was issued by the mail order.
In the end, it was easier to grab the style I had originally ordered and just exchange, by this time I grabbed the size I thought I needed not what Elizabeth measured--and they fit.
Shami helped me at the counter and did agree to initiate a credit in my behalf. However when I asked if she was the manager, she said no. I told her my experience was awful and she did not know how to respond nor did she ask if I wanted to speak with the manager.
On another note, I also brought credit stamps I wanted to redeem but was told they are no longer valid. In the past I was assured they would never expire. Now I hear I have to go to corporate or use the new VIP card.
So, I drove and hour and a half with an expectation to get help and get a good product. Since I had planned on purchasing 4-6 items, do an exchange and see how I could leverage my loyalty points to maybe buy more--it was a total wash.
The experience was so awful I decided not to purchase anything. I also checked with another store in the outlet but it was the same franchise...and so I left immediately.
Customer service excellence training is needed for sure and I won't be back. read more