haya bindira
Google
had a very disappointing experience at this location Banana Republic due to unprofessional and unacceptable customer service from a manager. From the moment I walked in to return some items, his attitude was rude and dismissive. Before even checking anything, he told me, “We are not allowed to take home items.” Then, he suddenly changed his excuse and claimed they were final sale. However, this was not true. When I purchased them, they were not marked as final sale, and I was within the extended return period.
I had already struggled to return these items because Banana Republic’s website was down, their phone number was disconnected, and I couldn’t reach customer service. When I finally got through to their general customer service line, they explicitly told me to take the items to any store for a return. Even after explaining all of this, the manager still refused to process it.
After some back and forth, he claimed he would check with someone else, but instead of actually helping, he kept making excuses. Then, he went even further and insulted my items, calling them “dirty” while physically pushing them away in disgust as if they were something repulsive. This was completely false—the items were brand new, barely even touched. His reaction was not just unprofessional; it was offensive.
He seemed more focused on making me feel uncomfortable than providing any real service. The way he handled the situation made it clear that he was looking for any excuse to refuse the return. To make matters worse, he is bordering on street-level conduct. His eyes and his attitude reflected nothing but disrespect and cheapness. His actions and demeanor were completely inappropriate for someone in a managerial role.
Then, when I tried to return a completely different, recently purchased item, he insisted I needed the original card. This is completely false. I went to another Banana Republic location right after, and they processed the return without requiring the same card. He was clearly making up rules to block my return.
To make matters worse, when I asked for his name, he refused to provide it. I asked him, “Why?” and he simply said, “I don’t want to give it to you.” That response was completely childish and unprofessional. If he was confident in his actions, why hide his name? Clearly, he knew he was in the wrong.
I have been a loyal customer for a long time, purchasing many items from Banana Republic for work, special occasions, and home. But after this experience, I am 100% done supporting this store and their shameful customer service. They have lost a valuable customer for good. Shame on him. Shame on Banana Republic.