Yesterday, Lizzy and I went to Target. I bought one of their basic white tanks--I don't own a white tank top, so I was pretty excited about it. As we were loading stuff into the car, I realized that this pretty turquoise cutting board that was on clearance for like $3 had fallen into the side of the cart and I hadn't paid for it. So, we went back in and I paid for the $3 cutting board, and we went on our merry way.
Only I got home, unpacked everything, and realized that I didn't have the white tank top, even though it was on my receipt. I called the store right away to ask if I'd left a bag, and they said no, but to come on in any time and they'd replace the tank top anyway. I wasn't expecting that to be the outcome, but I was so impressed with their customer service. It felt awesome to be trusted and believed. And really, it was probably a win-win for Target because while they may replace an $8 tank top, I'd probably spend (at least) another $60 while I was in the store.
So today, we made a special trip into town. We really try to conserve our trips into town, but thought this was worth making the trip two days in a row. I told Justin I wanted to do some more shopping while we were there. Only, when I got to Target and explained the situation, I was told that no, they would NOT replace the tank top, regardless of what I'd been told the night before. They said that they'd need to review the security tape in order to make sure that I hadn't actually taken the tank top, and that when they got around to it, they'd call me and tell me whether or not they'd replace it.
I'm not upset about the fact that they have to review the tape--though I do wish they would have said THAT and not "Yeah, come on in and we're happy to replace it!" over the phone, because now I'm out a tank top AND the gas that it took to drive in to town and back a second time. But I am upset about the tone that was used towards me through the process this morning--I didn't even feel like they were pretending to trust what I was saying, and that sucked. I felt treated as someone who was trying to steal from them ( 'We'll have to review the tape to make sure you didn't actually take it. And when we get around to that, we'll give you a call'). I'm not trying to steal from them--heck, I even came back in to pay for a $3 cutting board. I was just kind of excited about actually having the white tank top that I paid for.
Target saw me Tweet about the issue and asked me to call--I did, and they lodged a complaint...but I'm doubtful that anything will come of it after my experience in the store today (none of the three people I spoke to seemed to care, or believe me)...which is really a bummer.
But really, it's their loss--because I walked out of the store without a single other thing, despite the fact that I had planned to buy quite a few things while there. I just couldn't do it with the bad taste that this experience left in my mouth, and I'm not sure how long it'll be before that taste goes away.