Are we using the recession as an excuse for lousy service.

[eliza61]

So yesterday I'm shopping at my local Macy's and I find a lovely winter coat that I have been needing for 3 years at a really good price. I purchase the coat and when the sales girl goes to wrap it up she takes it off the hanger.
I politely ask her to keep it on the hanger and she says they are no longer allowed to give away hangers. We go back and forth, very nicely she agrees that it stinks and since I use to work it retail so I didn't want to give her a hard time. I thank her, return the coat and go to customer service where I ask to speak with a manager.

Long story short, manager explains that they are in a slump due to the recession (like I don't realize it's a recession) & that this is a new policy to cut cost. I try to explain that he is losing a $200 coat sale for a $10 hanger, along with any potential good feelings I may have had about the store.

So, my question is are we accepting lousy service and lousy quality because its a recession?
My dilemia is that it really was the first coat I've seen in a few years that I loved and the price was great but it just galls me to accept lousy service.

I notice it here on the Dis. Whenever some one vents about bad food quality or a rise in prices at the world, we (I do it too) say "well it's a bad economy, every one's cutting back.

 

[Judy from Boise]

Honestly I think you are wanting to have your cake and eat it too. You admit it was a great price.......not getting the hanger seems fair. I wouldn't classify it as bad service.

 

[AKL_Megs]

Honestly, I would have bought the coat regardless.

At the same time, I think it is absolutely ridiculous that MACY'S can't find it in their pocketbook to let YOU have the hanger just this one time.

I am like you, I like to make a point. I would be calling a corporate number and explaining how ridiculous the customer service and coat hanger policy is, and how you took your business to another company who was willing to let you keep the hanger.

How stupid!

And if you call, I wouldn't hold back on telling them that they lost $200 over something less than $10... and believe me, even if it was the nicest wood hanger, bought in bulk, it was dirt cheap.

But I would still go back and get that coat.

 

[SaraJayne]

Wait, you didn't buy the coat (that you said you've needed for 3 years) because it didn't come with a lousy hanger????

I must be really easy to please...I would have gone home and hung it up on one of the wooden hangers I already had.

One less hanger is one less piece of junk I have coming into my house.

 

[Minniemama350]

While I don't think I would have rejected the sale, I see your point. I am surprized at Macy's. It seems more Macy's like to not pack the hanger, unless the customer requests one. I have to say though that I don't usually want the hanger. I usually end up with it because the associate is on automatic pilot and swooshing it into the bag!

 

[Mickey's Minion]

So yesterday I'm shopping at my local Macy's and I find a lovely winter coat that I have been needing for 3 years at a really good price. I purchase the coat and when the sales girl goes to wrap it up she takes it off the hanger.
I politely ask her to keep it on the hanger and she says they are no longer allowed to give away hangers. We go back and forth, very nicely she agrees that it stinks and since I use to work it retail so I didn't want to give her a hard time. I thank her, return the coat and go to customer service where I ask to speak with a manager.

Long story short, manager explains that they are in a slump due to the recession (like I don't realize it's a recession) & that this is a new policy to cut cost. I try to explain that he is losing a $200 coat sale for a $10 hanger, along with any potential good feelings I may have had about the store.

So, my question is are we accepting lousy service and lousy quality because its a recession?
My dilemia is that it really was the first coat I've seen in a few years that I loved and the price was great but it just galls me to accept lousy service.

I notice it here on the Dis. Whenever some one vents about bad food quality or a rise in prices at the world, we (I do it too) say "well it's a bad economy, every one's cutting back.

Bad service is not getting a hanger?

Wal-Mart has them - 10 for $1.00 if you are desperate for hangers.

I would rather get a good price on the item I needed, sans hanger, then have that hanger included in the price.

I applaud Macy's for trying to keep costs in line for the consumer on their merchandise. If that means recycling hangers, but I get a reasonable price on the coat, then so be it.

If it means somebody gets to keep their job because they are no longer giving away cheap hangers, then I applaud Macy's.

It IS a bad economy.

 

[RitaZ.]

I've experienced the opposite, much better service. I went to Ann Taylor Loft on Friday and received excellent service from the moment that I walked in. It has been like this pretty much everywhere I shop.

Is it worth getting so upset over a hanger? You liked the coat, it was a good price. The hanger is such a minor thing in the whole scenario. I would have purchased the coat, then gone to B,B & B to purchase a good quality hanger. I believe that there are situations that call for further action. IMO, this wasn't one of them. Think of all the time and energy that you've spent with this so far.

 

[meloneyb21]

I have no problem with what Macy's did it. I mean it makes sense that they would want to be able to recycle the hanger in order to cut costs. To not buy a coat that you've wanted for so long because you didn't get the hanger is a bit much. I understand the point but maybe the point could have been saved for something a little bigger.

 

[kirbsam]

So yesterday I'm shopping at my local Macy's and I find a lovely winter coat that I have been needing for 3 years at a really good price. I purchase the coat and when the sales girl goes to wrap it up she takes it off the hanger.
I politely ask her to keep it on the hanger and she says they are no longer allowed to give away hangers. We go back and forth, very nicely she agrees that it stinks and since I use to work it retail so I didn't want to give her a hard time. I thank her, return the coat and go to customer service where I ask to speak with a manager.

Long story short, manager explains that they are in a slump due to the recession (like I don't realize it's a recession) & that this is a new policy to cut cost. I try to explain that he is losing a $200 coat sale for a $10 hanger, along with any potential good feelings I may have had about the store.

So, my question is are we accepting lousy service and lousy quality because its a recession?
My dilemia is that it really was the first coat I've seen in a few years that I loved and the price was great but it just galls me to accept lousy service.

I notice it here on the Dis. Whenever some one vents about bad food quality or a rise in prices at the world, we (I do it too) say "well it's a bad economy, every one's cutting back.

seems very petty on your part actually. what part of the service was poor service. sounds like everyone treated you with respect. they were just telling you what policy was. i dont think you got poor service at all. sounds like you got great service and quality(a good coat at a great price), but you couldnt get past the hanger part. seems strange.

 

[omghidanielle]

I can't remember the last time I bought anything, and it came with the hanger??????????????????????????????

 

[Sandy V.]

So, you've needed a coat for three years, you found one you liked at a great price, and you returned it because they wouldn't give you a HANGER?!?!? That was the deal breaker?!?!?!

While I understand you were trying to make a point, I think, as the phrase goes, you cut off your nose to spite your face. It certainly wouldn't have been worth it to me. But different strokes for different folks.

 

[LexiC123]

So, in your book, not getting something for free = bad service?

Alrighty then.

 

[LuvOrlando]

I agree with the OP. Macy's has more than enough money. When I go to Macy's and pay premium prices I expect premium service in exchange. In my opinion, sale or not, the very least they can do is provide a hanger upon which to hang my coat (suit... whatever) so I can actually hang it in my car to prevent wrinkles on my way home. If they want to behave like a discount store they should price like a discount store. Companies can't have their cake and eat it too and would do well to remember this when customers can go anywhere to buy what they need.

It's a buyers market and in a buyers market the customer is either always right, or the business ends up closing. One would think we've all seen enough businesses close their doors to think they would know better than to nickel and dime customers. Guess not.

 

[mariolatry]

We flew from Boston-Detroit on Northwest this past weekend and I was astonished at how lousy the service was.

First the tickets were beyond over-priced, then our flights were changed twice, as they kept canceling flights for not being full. When we went to check in, they forced us to use the self-check-in, rather than assisting us in any way. We had two suitcases, two carseats, two strollers, the works. We were told "People don't have time to wait for you." and guided away from the desk.

Service at the gate was terrible, flight attendants were rude. One of the staf crouched down to my two-year-old and four-year-old and said in a psuedo-friendly voice "I sure hope you're not going to make trouble on my flight." When we got home, the agent near the baggage claim said "You really should put your carseats in bags. That's too much for us to have to deal with." I said "I asked for one at the check-in and they didn't have any". "We're not giving out bags anymore." was the reply.

Seriously? $400 a pop for lousy service and you can't spot me a $.05 plastic bag?

So, in your book, not getting something for free = bad service?

Alrighty then.

It's not something for free. It's something for $200 that cost Macy's 30 bucks, tops, to make. If Macy's wants to represent themselves as something special, they should act like it. I can go to TJ Maxx and get a coat, for heaven's sake.

 

[disneystacy]

Ummm ok, you were buying a coat not a hanger, free hangers are a courtesy not to be expected imo. Would you have felt better if they charged you for the hanger? How is not getting something for free (hanger)not good customer service? Did the tag say free hanger with purchase?
Sorry, but I think you should have kept the coat and bought your own hanger.

 

[MM27]

I can't believe that you wouldn't buy the coat just because they wouldn't give you the hanger. Do you win then? So what happens, they'll start handing out the hangers, but raise the price of the items being sold

I was in JCPenney yesterday and the girl offered me the hangers but I declined. I just couldn't see not purchasing something you wanted, and needed, just to prove a point. Especially because I'm sure the girl at the register couldn't care less if you made the purchase.

 

[lsyorke]

I agree with the OP. Macy's has more than enough money. When I go to Macy's and pay premium prices I expect premium service in exchange. In my opinion, sale or not, the very least they can do is provide a hanger upon which to hang my coat (suit... whatever) so I can actually hang it in my car to prevent wrinkles on my way home. If they want to behave like a discount store they should price like a discount store. Companies can't have their cake and eat it too and would do well to remember this when customers can go anywhere to buy what they need.

It's a buyers market and in a buyers market the customer is either always right, or the business ends up closing. One would think we've all seen enough businesses close their doors to think they would know better than to nickel and dime customers. Guess not.

Yup, it's not about the hanger, it's the principal of service. The Macy's in our area, we have two within a mile of each other, are not worth shopping at. Dirty, overpriced, cheaply made merchandise and you then you have to search the stores to find a register open. I stopped going there years ago.

 

[AKL_Megs]

I agree with the OP. Macy's has more than enough money. When I go to Macy's and pay premium prices I expect premium service in exchange. In my opinion, sale or not, the very least they can do is provide a hanger upon which to hang my coat (suit... whatever) so I can actually hang it in my car to prevent wrinkles on my way home. If they want to behave like a discount store they should price like a discount store. Companies can't have their cake and eat it too and would do well to remember this when customers can go anywhere to buy what they need.

It's a buyers market and in a buyers market the customer is either always right, or the business ends up closing. One would think we've all seen enough businesses close their doors to think they would know better than to nickel and dime customers. Guess not.

Exactly! I think it was very tacky for them to not include the hanger for transportation purposes alone... they could have offered a plastic one! I would love to know how they managed to put the plastic cover over the coat without the hanger? Were they really planning on folding a $200 coat and stuffing it into a bag? Seriously? That is just tacky, poor service. Macy's makes PLENTY. It't not like OP was purchasing a shirt and requesting a wooden hanger, she was purchasing a winter coat!

 

[Minniemama350]

Hangers aren't free. You pay for them in the cost of the merchandise. So, if I want the hanger...

 

[agnes!]

I've experienced the opposite, much better service. I went to Ann Taylor Loft on Friday and received excellent service from the moment that I walked in. It has been like this pretty much everywhere I shop. ...

I get BETTER service at the Talbott's Outlet than the Talbott's store near me...as a matter of fact I will NEVER go to that so-called 'regular' store again. NEVER. And one of my favorite stores *anywhere* is the Tommy Hilfiger Outlet Store in Potomac Mills Mall (for those of you traveling I-95 to/from WDW it's at the Dale City exit, south of DC *and* there's a Disney Store Outlet there too). The Hilfiger outlet people always greet you when you walk in and while you're there ask if you need any help...I get better service there than at the Nordstrom's close to me.

We flew from Boston-Detroit on Northwest this past weekend and I was astonished at how lousy the service was.

First the tickets were beyond over-priced, then our flights were changed twice, as they kept canceling flights for not being full. When we went to check in, they forced us to use the self-check-in, rather than assisting us in any way. We had two suitcases, two carseats, two strollers, the works. We were told "People don't have time to wait for you." and guided away from the desk.

Service at the gate was terrible, flight attendants were rude. One of the staf crouched down to my two-year-old and four-year-old and said in a psuedo-friendly voice "I sure hope you're not going to make trouble on my flight." When we got home, the agent near the baggage claim said "You really should put your carseats in bags. That's too much for us to have to deal with." I said "I asked for one at the check-in and they didn't have any". "We're not giving out bags anymore." was the reply.

Seriously? $400 a pop for lousy service and you can't spot me a $.05 plastic bag?

It's not something for free. It's something for $200 that the OP could just as easily bought cheaper at a JC Penney. If Macy's wants to represent themselves as something special, they should act like it. I can go to TJ Maxx and get a coat, for heaven's sake.

I want to know which which airline it was.

Macy's is nothing special anymore, they're trading on their past good-will without the muscle to back it up and all that nostalgia (Miracle on 49th Street and a singing Bob Hope anyone?) only goes so far. They don't have the staffing levels and the staff that is actually there doesn't have the know-how they used to have. I would rather go to a TJ Maxx/Marshall's or one of my favorite outlet stores....at least with them I know what to expect (and in the case of my Talbotts Outlet and Hilfiger Outlet?.. I actually get *better* service).

OP...I get that you wanted to make a point, but now you don't have that coat...that you really wanted and needed *and* for a price that didn't kill your wallet to pay...I think I might have gotten the coat anyway.

agnes!