I tried to return a pair of new pants to the Alderwood Mall Eddie Bauer store. The pants had the labels on them and were never worn. The clerk said "no problem" we have a satisfaction guarantee. After about 15-minutes of haggling with another clerk she said she could not return the pants because the part number did not show up on the computer. Then a few customers came over and saw that the pants were indeed new with all tags (price tag and part number tags) in place. After they saw what was happening they put down their purchases and left the store.
I then called corporate customer support and they said "I'm sorry for your inconvenience and I'm sure we can satisfy you here." They also could not find the part number but said they would contact the Alderwood store and have them call me. That was a month ago. So much for the satisfaction guarantee – "Every item we sell will give you complete satisfaction or you may return it for a full refund.â„¢"
Corporate may also see the description of the following terms – ROC and CLTV. It is the net discounted cash flows from all future purchases. In this case this amount went from several thousand dollars to zero. Not a good pay back for not crediting for another purchase the $30 price tag amount. This is a good case study on how not to treat your customer and shows a transactional instead of a relationship strategy. Had I been the store manager I would have said, "No problem. I will certainly credit these pants for another purchase even if we can ot find the part number. They say Eddie Bauer and that is what we go by."
Monetary Loss: $30.