The Limitations of The Limited

It's frustrating how few opportunities there are for consumers to make our opinions, experiences and disappointments known. When we have negative experiences, our first inclination is to call someone inside the company or even write a complaint letter. Neither proves to be very effective. Nothing generally gets done.

When blogging came along, to a small extent it shifted the paradigm. Now we have the ability to tell our experiences to anyone who might happen along. And, courtesy of major search engines, people who are interested enough can read and compare experiences.

So before I tell the brief story, I will include a few search terms, which will help to attract those who are interested:

The Limited's bad customer service
The Limited treats customers poorly
The Limited Store 304 manager Dina
Avoid doing business with The Limited
The Limited misrepresents itself

For Christmas, Emily received gift cards to The Limited. Along with those gift cards were "bonus" cards worth 50 dollars, which had an expiration date of February 3, 2007. We chose the St. Louis Galleria location because it offers a larger selection than other stores in the area.

The manager, Dina, was a nightmare.

First, I noticed (while Em was shopping) that Dina was a high-strung, loud, brash fast-walker. Those people are irritating. As I observed her, she came across as aloof and condescending to the customers with whom she dealt.

After about 30 minutes of shopping, Em found what she wanted and took it to the register. Upon presenting the cards, she was told that she couldn't use more than one card per purchase. She asked the cashier (who was also very rude) if they work like gift cards, and was told "no, they work just like cash."

First, if there are restrictions, they do not work like cash. Second, nowhere on the card did it say anything about the restriction the cashier referred to. It simply said that the total of the purchase had to meet or exceed the value of the card. (meaning there would be no change given) It needed to say something to the effect of "one item per card," which it did not.

After quickly becoming frustrated, the cashier summoned Dina the manager. Her contribution was, "it won't let us ring it up that way." That was it. I asked why such a restriction wouldn't be printed clearly on the card, so that people who travel a long distance in order to use them would know. She said "first, you don't have to be rude about it, and second, it's just company policy." I found her response condescending and apathetic.

That was it. Emily and I looked at each other, then turned for the exit. Em turned back, asked her name and asked how to get in touch with the company. Dina gave her a credit application with a phone number on it and made a smart comment... something like "go right ahead and call them, then." She turned her back and walked away. (quickly, again)

Emily has a credit card from The Limited, which she will now cancel. She has gift cards which she intends to use... but unless she gets some sort of consolation from the company, they have lost a good customer.

People like Dina should work in The Limited's credit collections department or cleaning the building after hours, but she certainly shouldn't be allowed access to their most valuable asset, the customer.