The Limited

Revdex.comServing Western Pennsylvania[redacted]
Letter Date: 2/26/16
Complaint ID [redacted]Dear Ms. [redacted],The Limited Store #898 Ross Park is acknowledging complaint ID [redacted].On 2/17,...

the client did come into our store to purchase both full price and sale items. While at the register she was informed that the coupon she was trying to use could not be applied to sale items. This is clearly stated on the "virtual dollar" in two locations. This client did not agree with this policy and told the manager on duty (Kaiti) that she was told that she could use them an associate while shopping previously. It was explained that the policy had changed brand wide a few months prior and we could apply these coupons to only her full price items.The client did call customer support at this time where they re-iterated the policy. After speaking to the manager in the store and the client relations supervisor she did request to speak to the district manager. Kaiti did put the sale items on an extended hold and took this client's contact information to be forwarded it to the district manager, Tammy, explaining the customer complaint. On 2/19, the client did call the store to ask to speak to the district manager. Kaiti did let the client know that the district manager was in Detroit and was traveling to a national conference and Tammy would be reaching out to her.On 2/23, Tammy did contact the client where a one-time exception was made for this client to use "virtual dollars" on her sale purchase. The client did return to the store on 2/24 to purchase this merchandise.Should further information be necessary, please contact the store manager at Ross Park or the district manager, Tammy M[redacted].Regards,
 
Tammy M[redacted]District Manager, The Limited[redacted]
Kaiti C[redacted]Store Manager, Ross Park[redacted]

Review: I purchased several items last month and earned several virtual reward dollars. I had placed everything I wanted on the counter and was told if I spent $6 more dollars I would earn another virtual reward. Normally I don't care but the sales associate pushed and said they could be used with any storewide promotions. I specifically asked if they could be used on clearance items as well. Everything I was purchasing and have ever purchased was on clearance. I was told they could. I went back to the store last 2/17 and proceeded to find everything I wanted at the time as well as a suit. I was trying to reach the right amount to be able to use all of my virtual dollars. At the register I was told they could not be used on sale items. I spoke with the store manager, Katie, who said there was nothing she could do. I asked to speak to her manager and left my contact information. I have not heard back. I went to the website and sent a customer service email as well which states I would be contacted within 1-2 days. I have not heard anything. 2/20 I called the store and Katie said she did contact her manager but does not know when I will hear from her. I submitted another file online and have not heard anything again passed the 1-2 days.Desired Settlement: I would like The Limited to honor what I was told and allow me to utilize the virtual dollars on the clearance items I've tried to have placed on hold for me almost a week ago. This is terrible customer service and false advertisement for an employee to specifically tell me they could be used on clearance items.

Business

Response:

Revdex.comServing Western Pennsylvania[redacted]Letter Date: 2/26/16 Complaint ID [redacted]Dear Ms. [redacted],The Limited Store #898 Ross Park is acknowledging complaint ID [redacted].On 2/17, the client did come into our store to purchase both full price and sale items. While at the register she was informed that the coupon she was trying to use could not be applied to sale items. This is clearly stated on the "virtual dollar" in two locations. This client did not agree with this policy and told the manager on duty (Kaiti) that she was told that she could use them an associate while shopping previously. It was explained that the policy had changed brand wide a few months prior and we could apply these coupons to only her full price items.The client did call customer support at this time where they re-iterated the policy. After speaking to the manager in the store and the client relations supervisor she did request to speak to the district manager. Kaiti did put the sale items on an extended hold and took this client's contact information to be forwarded it to the district manager, Tammy, explaining the customer complaint. On 2/19, the client did call the store to ask to speak to the district manager. Kaiti did let the client know that the district manager was in Detroit and was traveling to a national conference and Tammy would be reaching out to her.On 2/23, Tammy did contact the client where a one-time exception was made for this client to use "virtual dollars" on her sale purchase. The client did return to the store on 2/24 to purchase this merchandise.Should further information be necessary, please contact the store manager at Ross Park or the district manager, Tammy M[redacted].Regards, Tammy M[redacted]District Manager, The Limited[redacted]Kaiti C[redacted]Store Manager, Ross Park[redacted]