Exchanging an item that was on sale...should you have to pay more?

[Vacation Lover]

If you bought an item on sale or with a coupon and came back the next day to exchange for a different size, would you expect to pay more? I would expect that if I'm making an exchange for the exact same item, just a different size or color, and if it's within a few days of the original sale that it should be an even exchange. But lately when I've done this they've tried to charge me the difference between the sale price and the current price. For example, say I bought a bunch of clothes with a 30% off coupon, got home and found out that one of the shirts was the wrong size. The next day I return the shirt with the receipt and ask to swap for the right size. When they ring it up, they return the 30% off shirt, then ring up the new size at the current price and tell me I owe the difference. Usually I (nicely) tell them that since it's the exact same item it should be an even exchange and they override it to allow that; but it's happened at a few different stores, which makes me wonder, am I in the wrong? Should I just pay the difference or return the original item without getting the correct size without complaint? I'm not trying to pull a fast one..it just seems to me that when you're getting another size of the exact same item it should be an even exchange. What do you think?

 

[MickeyMomOfThree]

I have never heard of that, what store(s) is this happeneing at?

 

[secretpantssam]

You shouldn't have to pay the difference if you're exchanging for the exact same item, just a different size. That doesn't make any sense.

 

[LuLuO]

It should be an even exchange.

 

[mrsklamc]

It SHOULD be, but that's not how the default on many store's computer systems work. There isn't an actual 'exchange' function, it's a refund, and then a new sale.

 

[princessfionasmom]

That same thing happened to me at Macy's. I bought my son some shorts the wrong size and went back the next day and the woman tried to charge me the difference, once I protested she said she would do an override.

 

[Callie]

at our store, it isn't automatic, we have to override it. Sometimes a cashier may miss it. I say just nicely ask if you see that happens.

 

[SandrA9810]

If you use a coupon, they need to notice that there was a discount applied, and apply it to the new sale.

The computer isn't automatically going to do it. It doesn't realize it. But the cashier should be smart enough to realize that the items are the same and adjust the price without the customer saying anything. That's what makes good customer service. And I also under the reason for it being put through the register for inventory reasons.

Your best bet, is just to take the item back without the receipt, if you know you purchased it on sale and are getting an even exchange. That way there's no mishaps on sale/coupon prices.

 

[Dopey19]

I had this happen at Target - I bought a Connect 4, took it home and found the pieces inside where missing. I returned it within 2 hours. I used a coupon on the original purchase and the guy working at Customer Service told me I owed the difference. I explained that I do not; the first game was not all there. His response . . .you'll love this . . .you can only use a coupon once! I don't know if I wanted to scream or laugh - I explained it again. He seemed very confused and just voided the whole return and gave me my new box and told me to "just go". I'm sure he thought I was one of "those" shoppers but my logic had merit and it seemed apparent that my game wasn't the only thing that "wasn't all there"

 

[Vacation Lover]

I have never heard of that, what store(s) is this happeneing at?

It happened at Belk (A department store similar to Macy's) and at Old Navy. Usually they're nice and do the override after I make the request, but once at Old Navy I really had to press the point to get her to make an even exchange. Glad to hear my thought process on this isn't totally off-base!

 

[aceys_h0ney]

No and if they pushed the issue I would return the item out of principle.

 

[DisneyMissy318]

This happened to me at Staples - I went in and was asked if I needed help - I said I did - I needed a cartridge for my laser printer... I handed the guy the model number of my printer and he in turn handed me a cartridge (I usually order online to save big bucks - but was in a spot!) I had a coupon for $25 off of a $75 purchase - the cartridge was $78 I believe. I took it home and found they had handed me the wrong one. I immediately took it back to the store to "exchange" for the correct one... I needed to print that night - so I was already a little upset. The correct cartridge was the same price. They returned the one I bought earlier - then rang up the new one - and the total was $80+ . I said I had used a $25 coupon - they said - yes, you already used it - you can't use it twice!! It was a HUGE argument - finally the manager relented and said we would do it this once, but don't expect it to happen again! Huh?? I said if your "Ink Specialist" got it right in the first place, we wouldn't be going through this mess!! The Manager was a complete "B" and acted like it was a huge favor!! I wrote the company - but never heard back - I have made sure I now have ink and back-up ink at home so I never have to go to Staples again!!

 

[JoiseyMom]

This happened to me at Staples - I went in and was asked if I needed help - I said I did - I needed a cartridge for my laser printer... I handed the guy the model number of my printer and he in turn handed me a cartridge (I usually order online to save big bucks - but was in a spot!) I had a coupon for $25 off of a $75 purchase - the cartridge was $78 I believe. I took it home and found they had handed me the wrong one. I immediately took it back to the store to "exchange" for the correct one... I needed to print that night - so I was already a little upset. The correct cartridge was the same price. They returned the one I bought earlier - then rang up the new one - and the total was $80+ . I said I had used a $25 coupon - they said - yes, you already used it - you can't use it twice!! It was a HUGE argument - finally the manager relented and said we would do it this once, but don't expect it to happen again! Huh?? I said if your "Ink Specialist" got it right in the first place, we wouldn't be going through this mess!! The Manager was a complete "B" and acted like it was a huge favor!! I wrote the company - but never heard back - I have made sure I now have ink and back-up ink at home so I never have to go to Staples again!!

Wow..this is wrong, I worked at Staples for a number of years, and you are right, they were worng! Sad they did that to you.

 

[LuLuO]

It SHOULD be, but that's not how the default on many store's computer systems work. There isn't an actual 'exchange' function, it's a refund, and then a new sale.

Yeah, but the person behind the register should have half a brain and realize that adjusting the price on the new item is the correct thing to do, even if they have to get a manager's approval for it.

 

[java]

no way would I pay more! And if I got attitude I would reply with a oh look I don't have the receipt anymore- so I suppose I get the full price as my refund now?

How ridiculous. In an even exchange - it should be an EVEN exchange.

 

[Minniemama350]

Ummm...I'm sure that at least some of these instances are just honest ignorance, but it occurs to me that there might be an occasion where an employee MIGHT be tryingto pocket the difference? I worked for a movie theatre for 5 years. While I was there some folks were stealing concession and ticket money. I don't remember exactly how the ticket scam worked, but I do recall that they were hiding tickets under the terminal. ANYWAY...my point is that if it is not exchanged properly w/o you paying more, I would definitely ask for a manager.

 

[elaine and the boys]

In response to the OP: Poor customer service, plain and simple!

 

[SalandJeff]

I had this happen at Target... new box and told me to "just go"...

This happened to me at Staples ... I said I had used a $25 coupon - they said - yes, you already used it - you can't use it twice!! It was a HUGE argument - finally the manager relented and said we would do it this once, but don't expect it to happen again!...

Don't you just love it when you get attitude and a nasty comment to make it clear that they are doing you a huge favor, when they should just be providing good customer service to begin with!!!

I have not had this happen, but I do usually say at the beginning of the transaction something like I just want to exchange these for a different size.

 

[tiggger1]

Don't you just love it when you get attitude and a nasty comment to make it clear that they are doing you a huge favor, when they should just be providing good customer service to begin with!!!

I have not had this happen, but I do usually say at the beginning of the transaction something like I just want to exchange these for a different size.

I had this happen at Target also. I bought my hubby a watch for xmas but when he opened it was broken. We went to return it ( with the receipt). Of course because I bought it a month before it wasn't one sale anymore. They refused to give it to me at the sale price so we bought just new watch at the reg price and returned the broken one with the new receipt..so we basically did the even exchange that the manager would not do. they couldnt do anything about it because we had the receipt

 

[espana94]

Your best bet, is just to take the item back without the receipt, if you know you purchased it on sale and are getting an even exchange. That way there's no mishaps on sale/coupon prices.

From a Loss Prevention stand point, if you have a receipt, use it for the return. Too many returns with out a receipt and you will get flagged by that retailer. It will become very difficult to make any type of return in the future. And whether they will admit it or not, retailers share LP information, including frequent returners, return abusers and fraudulent returners. They may not share any other business practices with each other, but they all work together to stop theft.

As a former retail manager, my best advice is to politely state what you expect at the beginning of the transaction, "I bought this yesterday on sale, with a coupon. I need to exchange it for a different size. Can you honor the sale and coupon on the new one?" If they say no, politely ask for a manager and tell your story again. I know I always honored the sale price/coupon. It is a very reasonable request and just good customer service.