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Adam Hunger / Reuters file
It's a good idea to acquaint yourself with the store's current -- and temporary -- return policies. And passing along gift receipts with the present is also recommended.
By Herb Weisbaum, The ConsumerMan
There’s a good chance you’ll get at least one Christmas or Hanukkah present you could live without. What can you expect when you take that item back to the store?
“People will find some returns more difficult this year, and only a few will be easier,” says Edgar Dworsky, founder of ConsumerWorld.org. “That may come as a nasty surprise to some people.”
In fact, the National Retail Federation says about 13 percent of stores tightened the rules for certain merchandise, especially electronics.
Based on ConsumerWorld’s annual return policy survey, Dworsky says Target made the biggest change. Last year, shoppers had 90 days to return computers, cameras and camcorders. Now these items must be returned within 45 days. Target dropped its 15 percent restocking fee, but it may deny a refund altogether if the box has been opened.
“It is surprising to see Target tighten its return policy because historically they have had one of the easiest and most generous policies in retailing,” Dworsky tells me.
Other notable findings from the ConsumerWorld survey:
- Sears also shortened the window for holiday returns for computers from 60 to 30 days. Fine jewelry must be returned within 60 days, down from 90.
- Wal-Mart reduced the return period for cameras from 30 to 15 days. But they don’t start counting those days until December 26. Wal-Mart also expanded its holiday return policy to cover anything purchased as early as Nov. 1.
- Best Buy shortened its return period by one week. It’s now Jan. 24 instead of the end of month, unless you’re a Reward member.
- Toys R Us continues a policy started a few years ago. If you buy an electronic item and open the package, you cannot get a refund or make an exchange.
- Amazon.com has a standard return policy but also 29 different product-specific return policies.
- At Overstock.com, large TVs are not returnable. The restocking fee for some open, used or late items is as much as 60 percent.
Confusion at Sears
Last week, the company changed the “Returns and Cancellations" page on its website. In November, Sears.com highlighted the “Holiday Extended Return Policy” of up to 120 days on most purchases made between Nov. 13 and Dec. 10.
That information is now gone, replaced by Sears’ normal return policy: 30 or 90 days depending on the item.
How is someone who receives a gift purchased during that extended holiday return period supposed to know they have more time to bring it back if the information is not on the website?
In an email response, the company’s public relations firm explained that the Sears extended holiday return policy “was a limited-time offer” and once it expired it was removed from the site.
Dworsky calls this response “crazy,” and I agree with him. While the offer was limited to purchases made during a specified time period, the return privilege still applies to those items and should be posted.
Rules to remember for happier returns
Don’t break the factory seal on an electronic item if you think you might return it. That will help ensure you get full value for it.
In most cases, if your gift was purchased online and the retailer has a brick-and-mortar store, you can return it there. But that’s not always the case. For example, at the Sports Authority if your gift was purchased on their website you cannot bring it back to the store. Be sure to check.
If the present came with a gift receipt, bring it. That way you’ll get exactly what the gift-giver paid for it. Otherwise, you’ll probably get the lowest recent price.
Small stores may have much tougher return policies. They may say “all sales are final” or only give a merchandise credit. They may require a sales receipt. Most states let stores set whatever policy they want. If the item is defective a store should repair it, replace it or give you a refund. Chances are they get to choose among the three options, not you.
And don’t be surprised if a store requires you to show some form of ID to accept the return. Some large stores now track returns in a database to stop excessive returns and catch return fraud.
Related:
2011 Holiday Return Policies Survey (ConsumerWorld.org)
Return Fraud to Cost Retailer $3.5 Billion This Holiday Season (National Retail Federation)
Leave a Comment:
Then do NOT shop at these stores. Problem solved!
Accepting returns is a courtesy that stores extend to their customers. They are usually not required by law to do so. Return fraud is also rampant. If I were a retail establishment, I would not accept returns. Exchanges only. Shop elsewhere if that's a problem. Of course, I would probably lose customers, so it's a good thing I'm not in the business. In any case, it is a courtesy, not something to which you are entitled. People act like such entitled jerks these days.
When I worked at K-Mart people would buy folding chairs and tables before a Holiday and then return them after the holiday was over. This is the what the American culture has become. I think we are well on our way to no returns unless you can prove a defect.
Same thing at clothing stores, particularly women's stores. My sister worked at a high end dress store years ago and told me that women would buy an expensive dress or gown just before an event they were attending, and then return it shortly afterwards. Some were even brazen enough to try and return the dress with wine or food stains!
I agree with kat. The store is doing you a favor by accepting returns, especially without a receipt. You agreed to buy it; the store didn't agree to lend it to you.
Great. Tighten it even more to choke the free-renters; the ones who buy everything they need for an event only to return it when they're done.
I dated many women who bought new dresses and left the tags on, just to return them after the date. Once I stopped dating women living in trailer parks, I didn't see so much of this thng.
I only do Christmas shopping at stores that allow returns. My daughters don't always love everything I buy for them, I might pick up the wrong size, or maybe something just doesn't look good on. They love opening the presents, seeing what I've picked out and will often love an item that they would not have picked themselves, but there will always be a few items they don't like, don't fit, etc, and they have a girls shopping day where they return those things to get stuff they do like. If they were forced to keep everything they received, they'd only get gift cards, and part of the fun of opening gifts on Christmas morning would be lost.
"In any case, it is a courtesy, not something to which you are entitled."
Actually if a return policy is in place it is a contract, not a courtesy. And if they can't abide by normal rules, vote with your lack of dollars and put them out of business, problem solved.
"People act like such entitled jerks these days."
Obviously you do not know what entitlement means. Let me help you...
Entitlement: a : the state or condition of being entitled : right b : a right to benefits specified especially by law or contract.
@T.bill rate,it goes on a lot more in high end neighborhoods than trailer parks.
"Actually if a return policy is in place it is a contract, not a courtesy"
Ourdoc, from what I remember from taking business law in school, a contract is only good, if both parties signed it. If this is a contract as you say, when did the people and the store both sign it?
Return policy is usually posted in the store (often near the register). By making the purchase, you agree to the stores terms.
My 'purchasing policy' has become even more harsh. We can 'starve the beast' by keeping our dollars to ourselves. Only buy what is absolutely necessary - think about it and you will find YOU DON'T NEED IT.
Buy only what you need. Give the rest to charity.
Which is a lot like the gas strike idea - don't buy it on Wednesday only to buy a double load on Friday.
Gas, you need.
Food, you need.
Third flat panel tv? Don't think so. New coat, new watch, new kitchen gadget at store that has unfriendly customer policies, don't think so.
I'd guess that 90% of everything I have is what I want rather than actually need. Probably true of most of us. If you have a washer, why do you "need" more than one change of clothes?
Why would I want to deny myself something I actually WANT, just to "punish" some retailer that's not going out of business just because I don't buy from them anyway? That about as silly as cutting off my own nose just to spite my face!
Simple solution for me, thejerks get NOT ONE DIME of my money...PERIOD!
Good for you guys!
how bout putting a disclaimer on the cashier?
Like "Cashiers can not be returned once removed from the store"?
I think you mean cash registers.
I dunno - I think some cashiers should come with disclaimers.
Target made the biggest change after being the most lenient? Wow! Maybe, just maybe (if anyone used common sense), it's because their lenient policy resulted in rampant abuse. The store should just fork over money on electronics they will now most likely never sell? Since the store never sold the items in the end and will almost never sell them to other customers once they're opened, they're SOL on those items. Where do you think stores get the money to pay employees, keep the lights on, rent the space, etc? My father worked for KMart in the 80s and that store was used as a free rental outlet for lawn equipment every summer. Each fall, a significant percentage of their mowers would come back for a full refund because they "broke". They'd be covered in grass and dirt, clogged up and out of gas at times. But tall of them so totally broke the first time they were used. It's just that the buyers ALL waited a few months before bringing the mowers back. Riiiiiight. My father took a guy from Lawn & Garden aside one day and took a returned "broken" mower outside. He started it up immediately and it was running fine. Cameras and camcorders work the same way around holidays as mowers did in the summer - temporary use. Get your nice holiday pics and video and then ditch the camera until next year. Back when the Wal-Mart first opened near me, people were running to Wal-Mart just before Christmas to buy game consoles cheaply and then going across the street to KMart to return them for the higher price because KMart had a "no receipt needed" policy. Guess which store is still open and which closed?
I also used to work for Kmart. And their return policy was basically, "take back everything". No wonder the place filed for bankruptcy and closed all those stores. Not to mention all the full-time employees who lost their jobs. I totally believe the story about the lawnmowers. People used to buy swimming pools and return them wet with pieces of grass all over them and never even tried to put them back in the box. They would also buy carpet cleaning machines right before the holidays, clean their carpet and tell the store it was defective when it really wasn't. How nice to get free carpet cleaning every year. I can see why some stores charge re-stocking fees. Who wants to buy something that was opened and retaped with duct tape? Some people do have a sense of entitlement. They think the world owes them something for whatever reason.
This is only a start of what we will see in years to come. Returns cost Retailers billions of dollars each year by taking back opened items they can no loner resell as new. We get many bedding returns that are used, filthy, full of pet hair and the customers complain when their return is refused then post defamatory comments about us all over the web. We sold them a new item, would they want to buy one in the condition they returned it in? No! Stores have the option to pass some of the cost onto the frivolous shopper through restrictive policies or raise prices overall. Either way the offending shopper will complain however the customers we want to keep are happy. Would you want to pay higher prices so that this free for all can continue to keep less than 1% of the shoppers happy?
Had an issue a while back where an item in a big box store (the one with a yellow tag) was DOA out of the box. Went in for an exchange and got a huge runaround. by the time I got to the manager I was looking to cut my losses and was asking for a complete refund to take my business to a competitor. Understand that this was the very next day and I had the original receipt in-hand.
The manager said she would make the return as a "one-time courtesy". I replied that I would take my business elsewhere as a "permanent courtesy". She didn't like that very much but you can't talk down to clients and expect them to return..
kinda ironic that wallmart of all stores has one of the fairer return policys
I think wal mart expects that people will use things only to return them. I saw a 50 inch vezio lcd returned on day 87 with crud on the remote. The lady said an old fat guy returned it. I can only imagine he watched porn whacked off & got dried lotion or grease on the remote. At least thats what it looked like dried lotion & food grease. lol.
I was wondering what happened to that tv I returned...
When did Target have a lenient return policy? I don't even shop there anymore because they are such jerks.
I shop at Target all the time and they've always had one of the most liberal return policies around, even when I worked there 20 years ago.
how can a return policy be liberal? lol
Aw man dang! I was planning to take back all those electronic gizmo's I've gotten bored with on Dec 26th.
Buzz Kill Dude!
I just wonder if we, as a nation of conspicuous consumers, buy way too much stuff that is unwanted and unneeded by anyone simply because we get too caught up in the consumerism/commercialism of Christmas.
How about people that buy expense luggage, and then try to return it for a refund after the trip.
Keep your receipts and let gift recipients know you have the receipt should they need, or want, to return an item. I've never had a store say 'No' when I had a receipt, and a positive attitude at the return counter does not hurt, it helps. If you are trying to return 'used' or 'rented' items I hope you get your butt handed to you because that makes it harder for the rest of us to make legitimate returns.
Just Know What The Heck You're Doing
Shopping at a brick and mortar store is one thing, where you actually get to get a feel for the merchandise before you buy it. Then the only returns should be for defective items, opened or not. But with NO return policy or a stupidly stingy one, for get it! Damn the courtesy; I'm doing the store a courtesy by contributing to them saying in business!
Buying online is different, in that you DON'T get to do a 'hands on' of the product first. In that case, there is NO WAY I'd buy from an online merchant that doesn't have a generous return policy, whether they are 'required by law' to do so or not.
In both cases, only an idiot would make a major purchase without a full understanding beforehand of what the return policy is! And remember, you can almost always get policies like this bent a little (sometimes a lot) if you're polite and fair about the whole thing. I can tell you from EXPERIENCE that this is true. I have only one time been unable to return merchandise for either refund, replacement or store credit, and this includes merchans that have stated no return policies. You just gotta know how to talk TO people and not AT them.
And it's not enough to just keep receipts, that's the gateway to restocking fees! Also keep the original packaging, INTACT, and all packing materials, manuals, brochures, cable ties, ALL of it. And don't register the product until you're sure you don't want to return it. Of course, idiocy rears its head when people don't register products; more and more manufacturers are only providing the longer warranty for registered items. It may be 90 days for an unregistered item, a year or more if you register it. You're screwed if the store AND the manufacturer tell you to take a hike!
Anybody remember the "old days"? If you bought it "on sale", THAT WAS IT.....NO RETURNS, NO REFUNDS.
Remember the old days when the idea that the customer was right ruled. And Buisnesses had to build their reputations one customer at a time. Now they say to hell with you people who shop at our store how dare you expect fair treatment, we dont care at all about you, because their are just so many people now that a buisness could lose 1000 customers a day and it wouldn't even matter to them. Because their are 1000 new consumers turning 16 or 18 or 21 tommorow and the next day and the day after that. Strange that the laws of supply & deman would apply to people too. As each new baby is born and a death doesnt follow we erode the value of our own lives and our loved ones lives without ever realizing it.
It's really all about fraud. I worked for a major retailer for the last 10 years before I retired and we had jerks steal from one store and try to return it at another location. I was in charge of the lawn & garden dept and had so many people try to return things after they were done for the season. Well it was my call to take the return or not and I was always careful to not upset a real customer but I had to watch for fraud. There is just so much fraud going on but I was always happy to help a customer that had a real problem. The stores want to be more than fair and take care of our customers but there is a limit to how much we can do and still stay in business.
The reality is that businesses accept returns because it's good for business. It's not just a courtesy. Happy customers are return customers and it's less expensive to keep a customer than find a new customer.
Loss prevention (which return fraud falls under in the retail world) is an issue but nowhere near rampant. Most holiday returns are because of size or disliking a gift. Most stores go back to the last sale price if you try to return something without a receipt...and have for years. They also require ID and track those who make frequent returns.
Trying to make this an issue right now is simply a way for retailers to keep the sales in a rough retail season. It has more to do with retailer profits than customer satisfaction or fraud. Feel free to call it what it is and we'll we can have an honest discussion about it.
I worked at a retail store and this lady tried to return an obviously very used swimsuit at the end of the summer without even a receipt! She was just outraged and shocked that we wouldn't take it back! People are nuts.