If you choose to read the post below you can get the gist of the situtation. I think that the Patagonia customer service reps response back to me was perfect. Skye did an incredible job at turning a difficult situtation into a good one. I forwarded her response to my customer service team at SimplyYouthMinistry.com.
My note to Patagonia.com customer service:
I had a disappointing experience tonight. For my birthday I received the grand daddy of gifts. $300.00 in gift cards to Patagonia from my mom! 1 day after receiving the certificates my wife and I received the direct mail piece on the summer sale and our nearest store is the Patagonia/Adventure 16 in Costa Mesa (45 minute drive each way for us) according to the direct mail piece. We planned our night around shopping at the store the first night of the sale, August 14. We even dragged our 1 year old son along, molars coming in and all.
After arriving at Patagonia/Adventure 16 and beginning to shop, all of the sizes and colors of everything I wanted were available. Until the sales clerk said we could not use our gift certificates at this store and the manager rudely confirmed it by saying that we needed to follow-up directly with Patagonia because he had made the request several times to have this clarified in direct mail pieces. He claimed they are a Patagonia concept store. What the heck is that? I have been shopping there for years with them giving me the impression that it was a full fledged Patagonia store inside an Adventure 16.
I am so bummed that Cardiff by the Sea is not participating in the sale as my wife offered to drive the 1.5 hour each way trip to shop for me. Now online everything is already sold out in my size and the variety online is not nearly as good
The Costa Mesa store had like 4, Nine Trails Jacket in size L and Patagonia.com doesn’t even carry the product any more for men. I had been eyeing that thing for months waiting for my birthday.
I needed to let you know that I was pretty bummed on the brand tonight.
Thanks,
Andy
Patagonia’s response to me:
Hi Andy,
Thanks for taking the time to send us your email. I apologize for your experience and I definitely understand your frustration. Adventure 16 is a concept store and is independently owned and operated as a Patagonia dealer, therefore they don’t accept the gift cards. I can certainly understand why you would think they accepted our gift cards after receiving a card specifying a Patagonia sale. Unfortunately, we didn’t communicate the information regarding gift cards well on the postcard. I would be more than happy to try and locate whatever items you are in search of in our stores or other channels. If you can remember the names or descriptions and colors as well as sizes of what you are looking for I can certainly try and locate them for you.
I really apologize for your experience, I have passed your email on and it is duly noted that a clarification is needed regarding our Adventure 16 store.
Please let me know if you have questions, and I’m standing by if you’d like me to search out the items you are looking for.
Have a good day!
Skye
Patagonia Customer Service