Banana Republic — Local services in Cerritos

Worst customer service. I bought a pair of pants from the Banana Republic app and tried to return them at the store so I could look at some other options in person. The pants were exactly as I received them from BR. I had only tried them on for a 2 minutes. The clerk at the store refused to take them because the stitching had been removed from the front pockets. However, I received them with no stitching on the front pockets. When I told her that, she insisted that these pants had front pocket stitching. I called BR customer service right in the store and they were helpful and apologetic. They tried to talk to the clerk at the store, but she continued to refuse to accept the return. She pointed to a piece of lint on the garment and said that they were not in good condition because of a piece of lint. The customer service rep on the phone provided me with a QR code to return the garment directly to BR, but what a waste of time going to the store. Had the return gone well, I probably would have done some shopping before I left. Instead, I have sworn off buying anything from BR. And my BR credit card is going in the trash after use up all of my rewards. So disappointing. On the flip side, the customer service at the Gap nextdoor was fantastic. I guess I’m a J.Crew and Calvin Klein shopper now. I’ve never actually been inside of either, but I’m definitely not returning to BR. Why so snobby BR clerk, you’re like one step above H&M. Don’t take yourself...

BR has elevated from their yesteryears to a luxury brand and it shows in their collections quality, their stores, staff and management. This move may not have sat well with a lot of their former customers who built their wardrobe from their famous sales and markdowns and their more flexible return policy. They cater to a more refined and luxury shopper that is fine with shopping outside of the sale rack. This in turn has the staff do well with their high end clients and not so with the bargain hunters and habitual returners that expects to take back a worn garment or past the date of the return policy. The retail return policy has changed everywhere in the last few years due to abuse of the privilege by some. Stores don't HAVE to take anything back but they do as a courtesy but within a reasonable limit. This particular store has a fantastic management and staff that are well experienced in unparalleled client services for a new type of client and they don't compromise their high quality image when faced with the outlet store customer shipping for affordable work clothes. BR is not the most affordable for many. If you can't afford it, if you return everything you buy then go to Old Navy, H&M Nordstrom Rack, or similar. This is my favorite BR store location because it's being run by an equally luxurious management like Jason...

Ugh! Come on BR Southern CA stores get it together! I don't think some people realize what a drag it is to go to a mall on a weekend, in the heat, around tons of people, and limited parking. I usually shop on BR's website because the customer service is terrible! This store is no exception If a manager is reading this please coach your team: if someone comes in to your store the expectation is for the staff to be flexible. If it has to do with a size or maybe a misunderstanding of a sale item price work with the customer I'm all for going by the book, but if a person has sufficient evidence for their argument, and you don't know what to do or are second guessing yourslef call a Manager and learn from...