I went to Destination XL (Jackson, MS) on 3/16 to find a new pair of dress pants. I've shopped at this particular location for at least 10-15 years. Before they re-branded themselves as DXL they were known as Casual Male. I don't know the employees in the store by name, but I've shopped there long enough for us to recognize each other's faces.
I found a pair of pants in my size for the waist, but the length was too long. After all, they're called "Big & Tall" stores and not"Big & Short." So, the lady who worked there asked me if I just wanted to order a pair online from within the store and have it shipped to my house. Although I needed the pants sooner than later, I decided to go with that option rather than buy the lengthy pair I had in my hands and paying someone to hem them. The lady verified my info, placed the order for me, and told me that it would be 5-7 business days. I got my receipt and left satisfied.
Today (six business days later) I received a package in my mailbox. Although I'd hope to get the pants in 3-4 days, I wasn't upset because it did arrive within the window they promised. I got the package inside and popped it open. Instead of a pair of black slacks, I pulled out a Carolina blue polo shirt in a size 7XLT. Now, I'm a big dude, but I'm nowhere near a 7XLT.
I double-checked the receipt to see if I received the wrong package. But the receipt showed that the package contained one pair of black slacks although that's not what I received. Go figure.
Now, I'm a bit ticked off that I've waited a week to get the wrong order. I know that it's not the fault of the employees in the store, so I don't show my frustration. The lady took my receipt and a manager showed her how to refund my item without the item actually being present. She asked me to sign a receipt showing a credit back to my card and she handed me a copy. I said "thank you" and she said "you're welcome" and she went on about her business.
I paused for a second and thought that surely at least I'd get an apology, but no, that wasn't the case. Despite waiting a week for merchandise I never received and having to make a 2nd trip to the store, I never even got a "we apologize for your inconvenience." And as petty as that sounds, because I left that store with a bad taste in my mouth I don't plan on ever shopping there or any of their locations again. I will order my items strictly online or go to the mall.
I'm not one to look for a handout just because a mistake is made. You don't have to give me a coupon or something free. However, when a mistake is made I do expect an employee to apologize on the company's behalf. I definitely expect a manager to know better. But these two employees didn't feel the need to do that. They're probably not even trained to do so because why should Destination XL care how I feel? Either I'm giving them money for their product or I'm not. Fat people have to shop somewhere, so they know that I'm not going to Old Navy without a serious weight loss plan. Why bother to put forth the effort to satisfy me? And I know this may have had more to do with the actual people than the store itself, but I have had other complaints about DXL that I'm omitting at this time. This was just the icing on the cake.
An apology can go a long way in any situation, business or personal. I stopped doing business with Edible Arrangements because of their lack of empathy in screwing up a Valentine's Day delivery. How are you going to deliver something after everyone has pretty much left the office for the day?
But some people wait for you to start to walk away before they apologize. I'm sure that if I would have said, "I'm never shopping here again" that I would have received an reactionary apology. But, I've been coming there for 10-15 years. I'm not going anywhere else, right?
Wrong.
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