Banana Republic Factory Store — Local services in Lehi

Very poor customer service. Mary refused to return a pair of unworn men’s chinos because they were “worn”. I literally tried them on and wore them around the house for 30 min seeing if they fit. I decided they were too large. They have tags on them and everything. I was simply trying to exchange for the smaller size. She absolutely wouldn’t. They were a bit wrinkled so that meant that “I had worn them.” They were wrinkled from either sitting in the banana republic bag during transport, or from when I purchased them.

I get that employees follow store policy. But surely you could say that you can’t return an item in a customer service oriented way. That was not what she did. She made me feel so dumb, was proud that she “caught” me, and made me feel like I was some sketchy person. She was very snarky and unapologetic. Extremely rude to me when I was genuinely trying to return an item to get a different size. Now she has lost a lifelong customer.

I’ve spent tens of thousands of dollars at banana over the years. I go often. Super frustrated that in 2023 they wouldn’t exchange an item THAT HAS TAGS ON, with receipt, for a different size. I seriously didn’t even wear these things. Poor policy but even ruder customer service.

Buyer beware. Make sure it fits perfectly in store so you don’t have to ever deal with an...

We have been loyal to this company. Both full BR and their outlets. But after today, we’re rethinking our loyalty to them. We purchased a Luxe Touch T-Shirt and just after the first wash the stitching on the bottom started unraveling. I brought it back in, with the tags (not attached), and the original receipt and they wouldn’t take it back. Or even exchange it! All I got was “advice” from the cashier on how to try to fix this improper stitching and try to resell it myself. I don’t have the time or patience to resell a t-shirt. Now I’m out the money for a t-shirt that I’ve now thrown away because I’m not spending that kind of money on a t-shirt to look like I don’t take care of...

Very poor Customer service!! Did you l know that Banana Republic Store will not take back anything that was purchased from them online? I purchased sandals online, took them in to exchange for a different size and they would not! I learned that they do not exchange anything you buy online. Interesting thing is, they sell the same product in the store but will not accept any exchange. They wouldn't even budge . Such poor customer service. This needs to be posted in their store and online so that customers don't get taken advantage...