Disney Store return policy. Wow!

[maxiesmom]

I disagree. It is their policy if it was just a regular return. However, the product was defective. Sometimes you buy something, think it's ok and then when you go to use it, there is something wrong with it, which sounds like what happened in this case. Also the OP tried to just do an exchange and they could not replace it with the same item.

Does the policy state that defective merchandise is handled differently? It doesn't sound like it.

The OP admits the policy is clearly stated on the receipt. They are just mad an exceptions wasn't made for them. It would be nice if they could do that, but for large stores policy is policy and each store gets very little if no wiggle room. The best thing would be to e-mail or call someone at corporate. If the store is unable to help they are the only ones that have the power to help if they chose to.

 

[maxiesmom]

I would try a credit card dispute. Your credit card company has a contract with the merchant also. That contract may be in your favor especially with defective merchandise.

That would be dishonest at best. Not liking a known policy is no reason for a dispute. And won't get the OP a new costume in the correct size.

 

[bluehen]

That would be dishonest at best. Not liking a known policy is no reason for a dispute. And won't get the OP a new costume in the correct size.

But a company not honoring their contract with the credit card company is just fine. I highly doubt the store policy states that defective merchandise can not be returned after 30 days. They are rarely that specific. That is why you use a credit card. You sometimes get additional protections. Not dishonest at all. What is dishonest is a company taking back a defective product (not for the wrong size) and not reimbursing the total verified cost. I am sure they got their full cost back from the manufacturer.

 

[mousehockey37]

What's the defect with the costume?

 

[supersnoop]

But a company not honoring their contract with the credit card company is just fine. I highly doubt the store policy states that defective merchandise can not be returned after 30 days. They are rarely that specific. That is why you use a credit card. You sometimes get additional protections. Not dishonest at all. What is dishonest is a company taking back a defective product (not for the wrong size) and not reimbursing the total verified cost. I am sure they got their full cost back from the manufacturer.

I imagine the policy says “all returns must be made within 30 days,” irrespective of defects. If you haven’t discovered that something is defective in that time, how can you be certain that it wasn’t caused by your use?

Regardless, credit card chargebacks don’t necessarily give you more protections. You’re often still liable for the purchase even if the credit card company gives you your money back. The retailer still has the right to come after you, damage your credit, or even file theft charges if you fraudulently recover that money.

 

[AllyBri]

There was so much abuse with returns at TDS I guess they decided to get tough with returns.
Guests would return items they had for 5 or 6 years, with a receipt.

 

[Allison]

But a company not honoring their contract with the credit card company is just fine. I highly doubt the store policy states that defective merchandise can not be returned after 30 days. They are rarely that specific. That is why you use a credit card. You sometimes get additional protections. Not dishonest at all. What is dishonest is a company taking back a defective product (not for the wrong size) and not reimbursing the total verified cost. I am sure they got their full cost back from the manufacturer.

What term with the credit card company would they not be honoring?

A company is following their clearly stated policy, like it or not. Not agreeing with it isn't the point. The policy doesn't have to say defective merchandise can't be returned. Any merchandise is already included in the policy as written.

 

[DisneyHardin]

That stinks that they wouldn't waver even for defective merchandise. Under this policy, you could buy your child a toy for Christmas on Black Friday, give it to them Christmas morning and discover it doesn't work and already be out of their return time frame.

 

[smiths02]

That stinks that they wouldn't waver even for defective merchandise. Under this policy, you could buy your child a toy for Christmas on Black Friday, give it to them Christmas morning and discover it doesn't work and already be out of their return time frame.

I think it does stink a little as well, but it is a known policy.
However, if you buy ahead of time at most stores and you don't check to see that it works properly immediately, then, yes, you run that risk. Oftentimes, the price makes up for that risk.

I can see why they have this policy, though.
1) As others have stated, the store can't know if it was defective or damaged by the customer
2) Say I bought a television in July for $500 and began using it. On black Friday, I went and found the same television for $250. With a lenient policy, I can return the one I bought on black Friday with the July receipt (assuming it is the exact same television). I think stores got tired of basically price matching their own sales like that.

 

[DisneyHardin]

I think it does stink a little as well, but it is a known policy.
However, if you buy ahead of time at most stores and you don't check to see that it works properly immediately, then, yes, you run that risk. Oftentimes, the price makes up for that risk.

So you open your kids Christmas toys to make sure they work before wrapping them up and giving them to them? Do you try and get them back into the packages correctly, or just give them to them opened?

 

[smiths02]

So you open your kids Christmas toys to make sure they work before wrapping them up and giving them to them? Do you try and get them back into the packages correctly, or just give them to them opened?

Well, Santa doesn't wrap in my house; however, he only gives one gift.

My kids have appreciated having the gifts ready. For instance, last year, we bought Kindles in July with really good deals. I did turn on the Kindles beforehand, loaded content, charged the devices, set up parental control, put on the screen guard and put it in a protective cover. They weren't really upset about the original packaging.
So, yeah, if I remember I do open and check relatively soon after buying a lot of things. Sometimes I put it back in the original package if that works, but I also have lots of boxes and bags.

Now, if it is from someone else, obviously that doesn't work.

 

[Mackenzie Click-Mickelson]

Return policies though exist for a reason.

Some are lenient some are not but the truth is sometimes those bad apples are what ruin the whole bunch.

 

[Mackenzie Click-Mickelson]

That's what I originally planned on. It was a Stormtrooper costume in size 5/6. They were sold out -- instore and online.

So did you actually talk with them about the exchange you had planned? If you did and they agreed but just were out of stock online and instore then I don't see where they went wrong.

I get it sucks as I've had that before where I needed to return an item and they didn't have my size so my choice was keep it or return the item. I can't make the company have my item in stock for me and I also understand regardless of the reason for the return that they may be unable to give me my full $ back. Some companies won't even do a refund period (full, partial or even merchandise credit) after their refund period is up.

Did they know if they would get the costume back in stock at all or was it a "we're not getting any more in period for the season"? I know this happened a few weeks ago.

I did purchase with a cc. My Disney card. I acknowledge, however, that the policy is clearly stated. I'm just so surprised that a company that prides itself on customer service has such strigent guidelines, particularly when the merchandise was defective.

Ulta has a 45 day return policy. I took something back around day 50 (I was thinking I had 60 days) and all they did was tell me to be mindful of the return time next time and pushed it through. Guess which store continues to get my money.

Yeah but those exceptions are an employee's worst nightmare because just about everyone thinks they are the exception to the rules. Truth yes some cases deserve exceptions but many do not.

As far as Ulta it depends on the bottom line. If they got to a point where returns were causing a large enough issue with their bottom line I highly doubt they'll stick with their more fluid return policy.

Heck even Costco which has one of the best return policies around ended up getting just a wee bit more strict. People were returning TVs and whatnot years later and getting their full $ back. Priding yourself on customer service still comes with limits. It's the way a company can stay in business as they can't just give the shirt off their backs.

 

[GaSleepingBeautyFan]

Like another poster in the thread, the Disney Store return policy has meant I don't buy from them online very often. The last thing I bought was a long sleeve t-shirt and when I got it, I didn't like the fit. I tried to return it 3 days later with a receipt. They wouldn't give me the price that I paid. It had gone on sale in the meantime and that's the price they would give me.

So I kept the shirt and sold it on ebay making sure to price it so I would get 100% of my money back after fees. That was an option with my purchase since it wasn't defective.

I understand the OP's frustration with them giving her less than she paid for a defective item. I think that the Disney Stores return policy is a bit short sighted. They've lost me as a regular customer and probably others as well because of it.

 

[supersnoop]

That stinks that they wouldn't waver even for defective merchandise. Under this policy, you could buy your child a toy for Christmas on Black Friday, give it to them Christmas morning and discover it doesn't work and already be out of their return time frame.

So you open your kids Christmas toys to make sure they work before wrapping them up and giving them to them? Do you try and get them back into the packages correctly, or just give them to them opened?

Most stores have a special holiday policy that allows returns through the first week of January for anything purchased the week of thanksgiving.

 

[bluehen]

I imagine the policy says “all returns must be made within 30 days,” irrespective of defects. If you haven’t discovered that something is defective in that time, how can you be certain that it wasn’t caused by your use?

Regardless, credit card chargebacks don’t necessarily give you more protections. You’re often still liable for the purchase even if the credit card company gives you your money back. The retailer still has the right to come after you, damage your credit, or even file theft charges if you fraudulently recover that money.

The point is they did take the return. Do you really think you can be charged with theft or fraud for getting the money back you can prove you paid? Talking about laughable. No where in their policy do they say they charge a restocking fee or you can not get a full refund.


And yes you do get additional protections with a credit card. I am not privy to the contract , but if you file a defective merchandise charge back with your CC company and they have no extra protection it will be denied. If you read what I said "you might have additional protections". The one thing I will guarantee you is that if you challenge a CC bill, tell the truth, and get reimbursed you will never get charged with theft, fraud, or get a ding on your credit.

 

[Mackenzie Click-Mickelson]

Most stores have a special holiday policy that allows returns through the first week of January for anything purchased the week of thanksgiving.

And for Disney here is their policy (notice how it starts weeks before Thanksgiving but ends the week before Christmas because December 18th-January 18th is roughly 30 days which is their normal return policy):

 

[Mackenzie Click-Mickelson]

The point is they did take the return. Do you really think you can be charged with theft or fraud for getting the money back you can prove you paid? Talking about laughable. No where in their policy do they say they charge a restocking fee or you can not get a full refund.

Well there is this:



It appears they followed the part of the policy about being outside the 30day window and without receipt (yes I know the OP had their receipt) to apply to the OP.

Normal policy is:



Also in regards to defective merchandise:



Now granted I don't know if it said this exact wording prior to the rebrand from Disneystore(.com) to shopDisney(.com). I don't know if the same verbage is used instore as well. It is possible that online differs from in store on certain terms and conditions. I may have missed it but I wasn't positive if the OP bought in store or online.

Now as for the credit card dispute the thing is it gets out of hand. Disputing a charge with your credit card company isn't because you don't like their policy. It's for fraudulent charges and for those times when you truly have tried to work with a company on getting your money back and they aren't cooperating (for example you're supposed to get a refund in 2 weeks and it's been 4 weeks and repeated attempts to get your refund with the company have failed); too many people suggest disputing and eventually it may very well catch up and all of a sudden we'll have strict restrictions on disputing charges all because the credit card companies were getting dispute after dispute after dispute on someone just not agreeing with the stated policy.

 

[lcp9]

I know this is an old thread but I wanted to comment anyway. Same thing happened to me - bought a Moana costume complete with shoes in August for our Halloween trip to DLR. Gave them to her as a surprise the morning of October 31st. Put them on in adventure land to meet Moana. The strap broke 10 minutes later. A handful of very helpful CMs tried to cobble a fix together so she could still wear them for Halloween. The parks don't sell any Moana shoes. Now they're giving me grief about it on the phone for an exchange. I get I bought them early, but I can't imagine that I am the only person in the history of the earth to surprise their kids with merchandise bought more than 30 days beforehand. Especially when I have 6 disney employees that will attest to how they look unworn but snapped in half. Stuff like this makes me feel a little less loyal to Disney, and kind of irritated considering they were purchased to attend a Disney party at $120/ticket. blah blah.

 

[OrangeCountyCommuter]

By their stated policy, they are not wrong. Is it a crappy policy to not do the full return? I think so. It goes to show you should know what the return policies are wherever you shop and don't expect them to make exceptions. I don't know why anyone would be "flabbergasted" that a company follows the stated policy.

So the fact that they have defective merchandise is fine.

I don't know why anyone would try to defend A company failing to make you whole when they were wrong.

Of course "it is Disney! Pay more, receive less and be glad we took your cash"