In a post earlier this week, I complained about not receiving a full refund for a sweater I purchased from Old Navy using a Gap Rewards certificate. After putting off dealing with it for a week, I realized that I could send an email to customer service rather than calling or paying a visit to the store, so I did. I feel like it's much easier to explain things in writing than over the phone, and going to the store is a pain. Here's what they said:
After reviewing your account, we have verified that when you placed this order,you applied a $10 Reward Certificate. As such, you were only charged $25.70 for the sweater. Please note, the discount that was applied to the returned item will be applied back to your GapCard account in the form of points.
My thoughts on this response?
1. A well-educated, articulate CSR! Sweet!
2. They appear to have some way of dealing with this situation so that no one
gets ripped off. I still think that it would make more sense to just apply the
$10 discount to the whole order instead of pro-rating it for each item purchased,
I'll have to watch my next statement or two now to make sure I get the points that are owed to me. 380 points. As you can see, this point system is kind of a pain. Gap used to do a $1=1 point thing, where 200 points equaled a $10 reward certificate. Then they changed it to $1 equals 5 points, where 1000 points equals a $10 reward certificate. The rate of return is the same, but the point structure is more confusing. I wonder why they did that?
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