Yes, this is true but there are many customers who take advantage of that. They say to themselves, "Oh, all I have to do is complain and I'll be able to get whatever I want." One ridiculous return or favor is not so bad but you'll soon get your "loyal return customer." It's gotten to the point where some companies return items 4 years old and items they don't even sell. I agree that making exceptions for customers is important for a business but telling the customer "have it your way," is the cancer to going out of business.
With a bad economy, the Neiman Marcus and Target collaboration sounded like a great idea. The problem with this idea was that it didn't take into account the Target customer. The Target customer is looking for a deal so it was important for the designer pieces to reflect that. This Carolina Herrera makeup bag is a prime example. This makeup bag would go for about $12 if it wasn't designer but because it's Carolina Herrera, it's $39. It would've made more sense for the luxury designers to just create mass market lines sold at Target.
There are many customers that enjoy walking into a store and getting top-notch customer service, trying on clothes, etc. but there are also many people that find shopping to be a chore and like to avoid a trip to the mall at all costs. In addition, people who don't have the time to shop, enjoy the convenience of shopping online.
There's a connection between the two where many companies will purchase an item online for customers shopping in stores because the store doesn't have an item in stock or because there are more items offered online. Also, if you purchased something online, you can go directly to the store to return it. The store doesn't take credit for the return but it's a convenience service for the online shoppers and is a way for companies to increase their e-commerce profits. It's almost like the companies are suggesting that shopping online is the easiest and better way to shop.
What are your thoughts?