Gymboree FAQ (ask a Gymboree Manager)

[ShoppingCartDiva]

We're going to keep all the really good information in one spot here. ;)


How do I receive Gymboree Direct Mail Coupons?
Answer

What magazines have coupons?
What coupons are currently out there for Gymboree?
Answer (Separate Thread)

My Gymboree Store Manager doesn't always give me a straight answer about sales. Why?
Answer

So what is the Gymboree discount? (I.E. is it worth working there to get a discount.)
Answer

What is the best way to express displeasure to Gymboree?
What is the best way to express satisfaction to Gymboree?
Answer

When is the best time to redeem Gymbucks?
Can a coupon be used when redeeming Gymbucks?
Answer

[missgymbo]

Ever have those nitpicky questions you always wanted to ask a Gymboree manager? Now's your chance to get a straight answer. Here are some examples of ones I get pretty often:

(Name) at (Location) store told me (Something crazy). What's the real policy?

Why do some stores have better selection than others?

How do I get a particular coupon?

What's up with the GymboreeListens thing? Every time I go in there the SA are pushing it.

What IS the employee discount?

[hotcouponmama]

Hey there,

Welcome to the community! We love it when we get store managers on here to answer our questions about things. Thanks for offering!

[missgymbo]

My pleasure. From what I was reading in some other threads it sounds like there are some misconceptions as well as some bad managers making their own policies out there.

I'd love to set some of that record straight, as well as help the brand enthusiasts.

[ninago]

Thanks so much for doing this!
I have a question. There have been a couple of times now when my neighbor has received coupons and I have not. Is that normal? If so, why is that?

[missgymbo]

That is normal. The coupons are probably the hottest-button issue and really fall into several groups for Gymboree.

1) Direct mail. These are done exclusively by purchasing magazine subscription lists. Sometimes we qualify these even further (maybe first-time subscribers to Parents magazine, for instance). Because these are usually handled by another company, there isn't a way to get on this list, excepting to happen to subscribe to one of the magazines. These coupons are typically targeted, and have a very specific goal. So if we send out 100,000, for instance, and we know that 22% of them actually get redeemed, and the average discount we'll give on the coupon is $20 (based on a $100 gross sale), then we can budget for that $2M. Additionally, we know what geographic areas will receive the coupons, so if demand in those areas goes up 8%, then we've already covered it in the allocation of additional product to those stores. As you can see, there's a lot of logistics that go into this type of coupon, which is why they are non-transferable and we don't allow copies.

2) Company-generated. This is the list you can get on by either completing the Keep In Touch card at Gymboree stores, or by purchasing anything at Gymboree.com. This category is dwindling rapidly as we switch over to email-based coupons (you will see that switch big time this fall). This category tends to include coupons such as Circle of Friends where we really want EVERYBODY to get the discount. So we may only print an send 300,000 mailers, but we can email every person on the email list. These types of coupons have pretty predictable impacts on store inventories, so we know how much additional stock to ship stores, and how much additional payroll will be required to process merch, assist and ring customers, remerchandise the sales floor, etc.

3) New Customer. These are highly-targeted direct mailers that we do through a number of different vendors. They are intended to bring first-time customers into Gymboree. These are tiny pushes, by comparison. We attempted to broaden this reach during the last Baby Sale (January) by rolling out a "Welcome Packet" to include with newborn gift boxes. This was a green envelope with a little intro to Gymboree, a free class pass for Gymboree Play & Music, and a 20% off your first purchase at Gymboree coupon. Unfortunately, many customers stole the 20% coupon to use for themselves rather than give it to the gift recipient, so I think you'll see that program officially axed in the next few weeks (most stores are out of the Welcome Packets already).

4) Return customer. When sales are down (which, fortunately, they haven't been for us in a couple years), Gymboree does tap the old redeemed coupon list a send coupons back out to those who've proven to use them before. If you've previously received a Direct Mail coupon and used it, you're already on this list. Since the goal of this type of marketing is to get the biggest bang the fastest, people who showed a propensity for purchasing new line pieces and large purchases will be most likely to get them, and people using them on already heavily-discounted pieces are least likely. But, like I said, we've had a solid couple years since Mat took over as CEO (including being up 4% last quarter when many other apparel retailers were posting double-digit loses), so we're not doing much of those for the moment.

5) Customer Service. Here's a tricky one since using it penalizes whatever store is near you (or whatever store the call center decides is nearest you). You can call Customer Service (1-877-449-6932) and inform them that you have been a long-time Gymboree customer and that you are very disappointed that your neighbor continues to receive coupons which you do not. You feel an appropriate solution would be for the Company to send you a 20% off coupon. The representative can usually have one sent to you. It is solely the discression of the rep to do it, though, so this is not a particularly relaible method (I think some like to fight instead). The supervisor will back whatever the rep has told you, so if they've said "no", you're best to hang up and try to catch somebody else later. You can try the same thing with the District Manager (any store can give you his/her voice mail), as the DM can also have a coupon sent (most will if requested, a few are not as great).

I know it's frustrating that there isn't a way to get on a mailing list to receive them. My best advice is get on the email list, as we'll be doing more and more coupons that way anyway (in another two or three years the whole direct-mail thing will be pretty much obsolete). Hope that helps, or at least answers your question.

[cheepgirl]

Hi. Thanks for offering to answer our questions! I'd like to know when the next round of deep discounts are coming. I know there used to be a "red balloon" sale at the end of the spring season, and all the summer stuff was $2.99-$5.99. Is that still happening, and if so, do you know when it will be this year? Thanks!

[missgymbo]

Originally Posted by cheepgirl Is that still happening, and if so, do you know when it will be this year? Thanks!

We are still doing Big Red Balloon this summer. Rumor was to be before mid-year inventories (June 29). Officially BRB is season-ending, so it's usually in June or July, and again in January.

BTW - there is an extra 20% off all sale merchandise going on right now in stores (the Memorial Day sale, extended for an extra week). Since stores can't have their red clearance bins on the floor, it's worth asking if they have clearance leggings/tights/shoes in the back. Many stores (especially higher-volume stores) keep the miscellaneous pieces in the red bins in the back, filling the sale rounder tops from them as needed.

[hbaqueen]

1. Are managers informed by corporate NOT to tell customers when sales and deep discounts (like RBS) are going to happen?
My closest store will LIE about it big time. On a friday I asked about the upcoming sale on Tuesday oh no we have nothing nothing at all in back were not doing it On Tuesday it was packed with cheap cheap stuff. Of course I missed out on a lot b/c she said they had none so I didnt go but someone else I know did and told me AND then I was in there on that next Friday picking up a few items form the sale and the clerk (not same one) said oh you shouldve seen all the stuff we had Tues yea our back room has been packed.
That burns me! Ive had several friends in other places say their SM and SA are the same way. So WHY WHY WHY would they not want people to come in and by this stuff?


2. Can the Peel a Prize coupons be used online AND in store like the plums can?

3. Will peel a prize purchases count toward gymbucks earnings?

4. Does each store get some of the 50% Peel a Prize coupons? I saw the percentage of them out there was pretty low considering how many are gave out but just curious if each store does have a chance at some.

5. Can the peel a prize coupons only be used during the time they are handed out june 4-15 or do they have a longer expiration date?

Can you tell Im all about the peel a prize coupons right now.

[missgymbo]

Great questions. I had a conference call on this yesterday, so I can answer most. My tech packet with the legal details will arrive tomorrow, so I will ammend anything requiring it then. Here we go...

1) No, the Company does not tell managers to lie; however the Company LOVES to change things at the last minute. Sometimes after the last minute. For instance, the extra 20% off was supposed to end last Sunday night and stores were instructed to take down all of the marketing then. Sure enough Monday morning we had an email saying to put it all back up for another week. So if a manager had told you, for instance, that Sunday was the last day and you came in Monday and found it was not, it isn't necessarily because the manager is lying. It's because Gymboree turns on a dime. Experienced managers have learned to just say "I'm not sure" instead.

BRB is another great example. We'll plan it for a certain week, but based on how inventory levels are at stores, that can literally get changed the same day. Last year we were supposed to start it on a Thursday and I got a call at 3pm the Wed of the week earlier saying they were downloading it in my system now, go ahead and put out the signs. A lot of stores had some upset customers who were told BRB wouldn't start till the following week.

That's why many managers are tight-lipped. Not because we don't love you, but because we get put in these very damned-if-we-tell, damned-if-we-don't situations. On the other hand, I'm sure there are a couple bad apples out there. We have 590 Gymboree stores, after all (we opened three more last week!).

2) PAP online. I think so, but I'm not 100% sure if that's this time or next we're starting that. I will check and get back to you.

3) Gymbucks are straight up dollar-driven in the register system. As soon as it hits $50 (after discounts and sans merch credits), it issues them.

4) Like all prize amounts, the 50% ones are distributed randomly among all the cards manufactured, which are distributed randomly to all stores. This is actually done at the coupon printer's level to help ensure there is no impropriety on Gymboree's part. There is no guarantee any particular store will get any of a particular prize.

5) My understanding is PAP can only be used during the event.

A hidden gem: On my conference call yesterday it was announced that customers who sign up for the email list on Gymboree.com (lower right-hand corner), we will email you a PAP code on the first day of the event. That's .com (which is separate from us at retail), so I don't have more details, but sounds like a cool thing to do.