Bed Bath and Beyond new return policy

[dbramer]

my DD and I just bought a bunch of stuff off of a friend's wedding registry yesterday... regular and gift receipts were given, but no new policy From what you posted, she will need the original receipt AND gift receipt? Nothing was said to me about the new policy by the clerk in the wedding registry department, or by the clerk at customer service (who had me step over to ring up the purchases) Guess I better go get those and read them. Also, if this is in effect for purchases made after the 20th, or the policy goes into effect the 20th no matter when items were purchased? I just want to make sure she gets cash back if returning as I paid with cash intentionally, but I was hoping the gift receipt would be sufficient. Oh well~no biggie, as the Bride would assume I used the 20%, lol...but odd that our store didn't inform of the new policy as it is in a few days.

I work at BBB. The new procedure goes into effect on April 20th for ANY non-receipted return. The date of purchase does not matter since a receipt is not available. As PP's have mentioned, yes, it has everything to do with scammers who will return items that they have purchased with a coupon and getting a merchandise credit in return for the full current selling price. Registry items are considered receipted returns as we can look them up and see the original transaction. The registry acts as the receipt. Registry items are NOT returned for cash, but merchandise credit. Cash has not been given in at least four years. I have been a registry consultant since I started with BBB almost 12 years ago. We will still gladly accept any merchandise that is on a registry for a merchandise credit. We obviously cannot return the purchase to the original form of payment with a wedding gift. Then the purchaser would receive the credit and not the recipient.

This procedure ONLY applies to non-receipted returns. If you lost the receipt, we will try and locate it through our credit card records. Failing that, we will offer the merchandise credit minus the 20%. If you paid cash and lost the receipt, we will offer a merchandise credit minus 20%.

It really really frustrates me that companies are unable - or unwilling - to enforce policies like this. We ALL are paying for this via higher prices and the fact is companies are willing to take the loss (to avoid an unhappy customer, risk of lawsuit, whatever) and pass on the costs to US! Don't see a lot of motivation for businesses to work on loss prevention these days.....

It is not about being sued or being unable or unwilling to enforce policies. It is about those people who believe they are entitled to do it, because they CAN whether or not they should. You can use the same argument (and I have) for Disney's reticence in rectifying customer issues and changing policies. It is about those who push the policies and procedures to obtain more than they are entitled to. Any company will have to restrict previous policies that were designed to make the customer's experience easier when they are being taken advantage of by thieves, as that is what they are.

As we watch Disney change to more restrictive procedures, such as the much maligned DAS card, the majority are injured by the minority who take advantage of it and believe they are hurting no one. Retail theft in America is a 2.5 billion (with a b) dollar a year industry. When someone returns a product that they saved 20.00 on for full retail, they don't take into consideration that there are roughly three thousand BBB's across North America and people are at those other stores doing the same thing. It adds up quickly. Now, BBB will be the bad guy for awhile, but we have been advising everyone of these procedural changes for weeks and insisting that if they think they will ever need to return it, make sure to hold on to the receipt...problem solved.

 

[FINFAN]

Thanks dbramer!

 

[maxiesmom]

It is not about being sued or being unable or unwilling to enforce policies. It is about those people who believe they are entitled to do it, because they CAN whether or not they should. You can use the same argument (and I have) for Disney's reticence in rectifying customer issues and changing policies. It is about those who push the policies and procedures to obtain more than they are entitled to. Any company will have to restrict previous policies that were designed to make the customer's experience easier when they are being taken advantage of by thieves, as that is what they are.

As we watch Disney change to more restrictive procedures, such as the much maligned DAS card, the majority are injured by the minority who take advantage of it and believe they are hurting no one. Retail theft in America is a 2.5 billion (with a b) dollar a year industry. When someone returns a product that they saved 20.00 on for full retail, they don't take into consideration that there are roughly three thousand BBB's across North America and people are at those other stores doing the same thing. It adds up quickly. Now, BBB will be the bad guy for awhile, but we have been advising everyone of these procedural changes for weeks and insisting that if they think they will ever need to return it, make sure to hold on to the receipt...problem solved.

EXACTLY!!!!

 

[nugov2]

I don't recall BBB ever giving cash back for a return without a receipt. I once returned a keurig without one that my mom bought. I just wanted to exchange it for a bigger model. They offered me an exchange or credit. It is crazy they ever gave cash for items returned without a receipt.

 

[pryncess527]

I don't recall BBB ever giving cash back for a return without a receipt. I once returned a keurig without one that my mom bought. I just wanted to exchange it for a bigger model. They offered me an exchange or credit. It is crazy they ever gave cash for items returned without a receipt.

This was their policy when I got married, for Wedding Registries at least. It was the primary reason I registered at BB&B over Linens and Things. LNT had gained a horrible reputation on TheKnot.com for giving brides a hard time with registry returns, but BB&B gave cash back. It was not my desire to scam or take advantage, but I really appreciated the option of getting cash back for duplicate gifts that were on the registry, instead of having store credit. We probably used 80% of the cash we got back at BB&B anyway, but it was nice to have the option.

It is a shame scammers ruin nice things for everyone.

 

[nugov2]

This was their policy when I got married, for Wedding Registries at least. It was the primary reason I registered at BB&B over Linens and Things. LNT had gained a horrible reputation on TheKnot.com for giving brides a hard time with registry returns, but BB&B gave cash back. It was not my desire to scam or take advantage, but I really appreciated the option of getting cash back for duplicate gifts that were on the registry, instead of having store credit. We probably used 80% of the cash we got back at BB&B anyway, but it was nice to have the option.

It is a shame scammers ruin nice things for everyone.

I think that has always been the case for registry b/c that is similar to a receipt and still will be. I wasn't returning something off of a registry, but a gift without a receipt of any kind.

 

[KathyB 0911]

Thanks for posting- this is great information

 

[disneylove69]

That's not necessarily true. Loss prevention can often cost more than theft. We'd be paying higher prices for them to prevent the theft.

Working in Loss Prevention for over 28 years the reason you pay lower prices is due to this Dept. We are the ones in the company who stop shoplifters, associate theft and address the operational issues that cost companies money. Most companies are getting tighter on their refund policies is due to people coming in grabbing merchandise off the floor and returning them or stealing them and returning later. Unfortunately most states see crimes against people, unless murder, are not worthy of investigation or court time. In California most crimes are treated as if it was a driving offense. Even if you stop someone for theft a business can be sued for almost anything by the thief. Safety is a huge factor when dealing with shoplifters as well. Teens and adults carry guns, mace, etc. and will use it. Almost every day I see or hear people walk in to a business grab an armful and walk out threatening the staff. Most police departments will not even come out or take a report.

 

[DoneandDoneISIS]

I feel bad for the coupon clipping penny pincher doing cartwheels and returns and juggling acts to save a hundred bucks from 50 stores in the tri state area once a year. I've made that in 5 hours.

Jack a bunch of stuff, go to the store that has that high end item you want, show up looking like money, return what you got, throw em twenty seven bucks cash and leave with damn near a thousand dollars worth of ****. Then frown on your way out the door cause "you got taken advantage of", or walk out with your head up. Take your pick, add it to your best-of-the-best collection and know you're the ****. Don't forget to stop at the atm and withdrawal your daily limit from one of your she'll accounts on your way home. Maybe jack another autographed fifth by a celebrity to drink and pour out on your way home.

Cheers!

 

[usnuzuloose]

It is sick what people will do. As PP mentioned people will steal and return items for cash, they will use fake coupons and then return the item without a receipt, another thing is they will buy a new clothing item grab an old item and return that with a receipt.

Years ago a friend would return most gifts her family received. Even inexpensive ones that it most likely cost more in gas than what she got back.

I was in the grocery store waiting on the customer service and this man tried to use an old receipt and went to the diaper aisle and tried to return it. He got caught by security. That one was unreal.

 

[usnuzuloose]

Working in Loss Prevention for over 28 years the reason you pay lower prices is due to this Dept. We are the ones in the company who stop shoplifters, associate theft and address the operational issues that cost companies money. Most companies are getting tighter on their refund policies is due to people coming in grabbing merchandise off the floor and returning them or stealing them and returning later. Unfortunately most states see crimes against people, unless murder, are not worthy of investigation or court time. In California most crimes are treated as if it was a driving offense. Even if you stop someone for theft a business can be sued for almost anything by the thief. Safety is a huge factor when dealing with shoplifters as well. Teens and adults carry guns, mace, etc. and will use it. Almost every day I see or hear people walk in to a business grab an armful and walk out threatening the staff. Most police departments will not even come out or take a report.

I did not see your post, but you are correct. I watch bond court and sadly people who steal plead no contest and are told to stay away from the store. But they don't stay away and do it again. And this is why costs are rising as well.Thank you for working in this area.