I have always loved NY & Co. They have pretty great prices, lovely on trend clothing, and great sales. I have been wanting some colorful trousers (not capri pants) so I looked on their website and they had some of the most beautiful colors. There was also a $40 off $100 promotion so I ordered some. The next day they ended that promotion and started a Buy One Get One Free on their pants, so I ordered some more. Well, my first order came in yesterday and and I tried them on. Sadly, they were too big (what is up with this vanity sizing) so I called them to see if I could do a phone exchange. I have never had a problem with exchanging anywhere, but I have never done an exchange with NY& Co. The CS Rep told me that I could not do an even exchange because the promotion I bought the pants under had ended. WHAT!?!?!?!? She said that I could do the exchange under the Buy One Get One Free promotion. This brought my total to $30 more than it would have been. I was able to add an extra pair of pants for free, but I didn't want an extra pair of pants. I wanted to not spend $30 extra. I told her I did not think this was right and she said she had no way to do an even exchange. She said once I received the new order I could do a price match but it had to be after the fact. Then I asked her if I just mailed in the pants for an exchange could I do an even exchange. She said NO because the same rules applied. She told me that the only way I could get an even exchange is to go to a store. I told her that the store closest to me might not have all the pants in stock that I want. She said that "sometimes" the store could order them. I thought about it and placed a call to the store closest to me. The phone rung and rung. I found out later that it had been closed. I just can't imagine why with wonderful service like this The closest store to me is now 2 hours away. GRRRRRRR. This is just so RIDICULOUS!! Have you ever heard of an exchange policy like this? Do you think I should email NY& Co and complain? It probably won't do any good but I just want them to know I think this is RIDICULOUS.
-- Edited by bloomie on Thursday 14th of February 2013 12:44:28 PM
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