JoAnn's changed their return policy. What to do? UPDATED #45

[Ceila]

thats probably the smartest way. not only will it save you a lot of back and forth message/letter writing, but will save you a heckofa lot of stress.

You might influence them to do something nice!.

then you can have some RUM!.

It's really not difficult to pass this along to the AG. And as for "doing something nice," I think that saving another customer (who perhaps spent much more than $20) from being taken advantage of by the company counts as well.

 

[Thumper_Man]

Clearance items are a huge headache for retailers and there has been talk among a few chains of elimating clearance items altogether. There has been discussion of donating items to thrift stores or destroying the items. There is only so much backroom and sales floor space, that once clearance items are gone, retailers want them gone. Not to mention that many times when an item has been clearanced, many retailers delete the sales file from their software, so it is not possible to ring it through the POS system (cash register). I do think in this case that they should honor the refund because the purchase was made without notice of the change, but I do think that in the future anyone who purchases clearance items needs to assume that the retailer will not take it back, even if no notice is posted. Basically consumers need to assume buyer beware when it comes to clearance items.

Even if clearance items can be a headache for retailers, they still have to designate that such items are on clearance, and that all sales are final. At the time the OP bought the items, there was no indication that the items she purchased were on clearance, or were going to be on clearance. The OP was under the impression this was a regular item and purchased it with an understanding she could return it.

I work for our State's AG's office. I would definitely contact them. Even though the amount is minimal, the store was in clear violation of their refund policy. The receipt states she has 90 days to return the item. This being stated on the receipt makes it a legal and binding contract between the retailer and the consumer. Had the receipt not stated she had 90 days to return the item, then the retailer has every right not to issue a refund. Even though the retailer changed their refund policy, it was purchased before the date their refund policy was in effect and therefore the consumer is entitled to a refund. Especially if the retailer did not have their refund policy posted.

Imagine if 100 people are having the same issue as the OP, and they each spent only $20. While $20 may not seem like a lot to you and me, that's $2,000 in the retailers pocket.

 

[bumbershoot]

Honestly I wouldn't use BBB - they area self governing agency and really have no teeth.

I'm more than likely going to do this. It's a gigantic hassle to go through the BBB for $20.

DH has reported problems on the BBB website a few times. Took no more time than telling someone the problem. And he's had resolution within a week.

No hassle. Very little time.

And it doesn't matter if they don't have "teeth", companies just don't like negative reports going on BBB online, and they tend to resolve them!

 

[GRUMPY PIRATE]

It's really not difficult to pass this along to the AG. And as for "doing something nice," I think that saving another customer (who perhaps spent much more than $20) from being taken advantage of by the company counts as well.

Well, I guess it depends on what the AG's office has set for the threshold amount for a fraud complaint.

$20.00? how much will it cost them to investigate? $300.00?,$500.00?,
$1000.00? thats why they have managers in those organzations to determine if its worth the effort, and my guess is that welfare fraud, or other important areas are investigated before they determine if someone in a national retail store has something posted.

A lot of states simply say that the law is met if its posted ANYWHERE in the store. YMMV.

I think its an awful lot of fuss for something that is the same as the cost of a couple of drinks at WDW.

I think the OP has the right idea, and using that method, might actually come out better in several ways.

 

[Dr.Girlfriend]

I have an update.

I emailed the corporate office and made a complaint about how the policy is NOT stated anywhere in the store. I received an email back this afternoon from the store manager saying that I could bring my items in to return and they apologized for the experience.

I did indeed look for signs when I went back in and didn't notice anything until I was getting ready to walk out the door. On the counter where you pay are stickers with their return policy. In the "fine print" at the bottom of the sticker it says that anything that has been discontinued, clearanced OR seasonal merchandise can not be returned. However, there is no date stating when this went into effect. And the receipt that they gave me with my refund transaction tonight didn't state this either. It still says that if you're unhappy with your purchase of any kind, bring it in and get a full refund for 90 days.

I also found it kind of interesting how all that needed to be done was to scan my receipt and hand me my money back. The computer didn't tell them they couldn't return it, it didn't need to be overrided, etc.

 

[Ceila]

Grumpy Pirate, do you work for Jo-Ann's?

(j/k!)

 

[Dr.Girlfriend]

I'm just curious - is the policy that you can no longer return something if you purchased it on clearance, or are they saying that if you can't return it even if you purchase it at full price and then it goes on clearance in the 90-day window?

Either way, if your receipt does not state the no-return on clearance items policy, you should take this to your AG. This sounds a very similar to "bait-and-switch."

That's correct! Kind of stupid, eh?

 

[SandrA9810]

Generally if the item is purchased on Clearance, then they won't take it back. But if it's purchased prior to going on clearance, then they should take the item back and give you a full refund of the amount you paid.

Glad you got through to some one. I probably would've stayed up at the front desk, and said "i'll wait for a manager".

 

[Belle0101]

So if I'm understanding their new, minimally posted policy, that if I go in on Wednesday morning bright and early and buy a $100 Whatchamacallit and Wednesday afternoon they clearance it down, that I cannot go back in on Thursday morning and expect to return it?

Sorry but that's just nuts! How can the consumer know when something will be clearanced down?

I guess one had better be absolutely certain they want or need the item, have the right size, right color, right style, etc. And for certain, don't buy it as a gift for someone.

I can't see myself shopping there again. I don't make many returns anywhere but I like to have that option if need be.

 

[Dr.Girlfriend]

So if I'm understanding their new, minimally posted policy, that if I go in on Wednesday morning bright and early and buy a $100 Whatchamacallit and Wednesday afternoon they clearance it down, that I cannot go back in on Thursday morning and expect to return it?

Sorry but that's just nuts! How can the consumer know when something will be clearanced down?

I guess one had better be absolutely certain they want or need the item, have the right size, right color, right style, etc. And for certain, don't buy it as a gift for someone.

I can't see myself shopping there again. I don't make many returns anywhere but I like to have that option if need be.

Yeah, that was my big issue with their new policy. I mean, how will you know what items (except their seasonal stuff) will ever go on clearance or be discontinued? And if this is a new rule it NEEDS to be printed on the receipt.

 

[PaulaSue]

I Totally agree Dr. Girlfriend!

BTW, I think that is Michael's store policy too.

 

[luvestodizz]

OP if you paid with a credit card, can you file a dispute with them? The merchant should be liable to follow their printed return policy. Good luck

 

[PebblesMom]

Even if clearance items can be a headache for retailers, they still have to designate that such items are on clearance, and that all sales are final. At the time the OP bought the items, there was no indication that the items she purchased were on clearance, or were going to be on clearance. The OP was under the impression this was a regular item and purchased it with an understanding she could return it.

I work for our State's AG's office. I would definitely contact them. Even though the amount is minimal, the store was in clear violation of their refund policy. The receipt states she has 90 days to return the item. This being stated on the receipt makes it a legal and binding contract between the retailer and the consumer. Had the receipt not stated she had 90 days to return the item, then the retailer has every right not to issue a refund. Even though the retailer changed their refund policy, it was purchased before the date their refund policy was in effect and therefore the consumer is entitled to a refund. Especially if the retailer did not have their refund policy posted.

Imagine if 100 people are having the same issue as the OP, and they each spent only $20. While $20 may not seem like a lot to you and me, that's $2,000 in the retailers pocket.

My bad I read the OP wrong! I am glad that the OP did get her refund.

 

[daughtersrus]

I have an update.

I emailed the corporate office and made a complaint about how the policy is NOT stated anywhere in the store. I received an email back this afternoon from the store manager saying that I could bring my items in to return and they apologized for the experience.

I did indeed look for signs when I went back in and didn't notice anything until I was getting ready to walk out the door. On the counter where you pay are stickers with their return policy. In the "fine print" at the bottom of the sticker it says that anything that has been discontinued, clearanced OR seasonal merchandise can not be returned. However, there is no date stating when this went into effect. And the receipt that they gave me with my refund transaction tonight didn't state this either. It still says that if you're unhappy with your purchase of any kind, bring it in and get a full refund for 90 days.

I also found it kind of interesting how all that needed to be done was to scan my receipt and hand me my money back. The computer didn't tell them they couldn't return it, it didn't need to be overrided, etc.

I'm glad that you got your refund!

I talked to my DD last night and she said that they were trying to get that policy in place when she worked there. She's been gone for over 2 years so they've been thinking about it a long time. You'd think that with all that time, they would have been better prepared.

For me, I will probably never buy anything there unless I'm sure that I will keep it. When I do, I'll be sure to ask the cashier if/when the item will go on clearance. I'm sure that they won't know but the look on their face when I ask could be priceless.

This is one reason that I very rarely shop Target.

The odd thing with JoAnn is that they will take back cut fabric, ribbon, lace... as long as you return the exact size that you bought. It's got to be just as difficult to resell cut fabric as it is to resell something that now went on clearance.

Anyway, thanks for the heads up!

 

[The Mystery Machine]

Good thread and thanks for passing this along to us. My mom shops at JoAnnes a lot and told her about the policy.

 

[cm8]

I purchased some items for my son's birthday party that I ended up not using. It's not a huge amount of money ($20) but still - it's money. I went to return the items last night. All of them were unopened with the orignial receipt. Receipt states that you have 90 days to return all items if you're unhappy. I was within the first 30 days.

The girl at the register said that their rule now is that if it's an item that is discontinued or clearanced it can not be returned even IF you have the receipt. There are no signs stating this anywhere, it doesn't say this on the receipt nor does it say it online. I called another location and they said the same thing...I was out of luck because the items were discontinued. They aren't sure when they'll have signage up stating their new policy.

It just irritates me that I'm now stuck with items that I'll never use unless I want to try and sell it on eBay or Craigslist and even then it's not really worth it. And I doubt I'll purchase anything from them again since how am I supposed to know if that item will be discontinued in the future?

ETA: I did email customer service and complained. I tried calling their 800 number but it was a 20 minute wait to talk to a rep.

I would file a complaint with the BBB and the Consumer Protection Agency in your area, I would also contact my bank and file a complaint if you used a CC. Since they have admitted to you that there return policy changed, I would get it in writing so that it could be used against them later. They can't enforce something that is not known at the time of purchase in the store. I would take pictures of all the signage and all. Good luck!

 

[MickeySP]

I vote with my dollars - don't shop at stores with these kinds of policies

Don't even get me started on "restocking fees"!!

Circuit City tried it once for an unopened electronic item, told them I would happily put it back on the shelf for them. Since scanning cost about.000000000000001 cent in electricity & comp update.

Hmm don't think they ar around anymore - wonder why.




I am glad you got your hard earned money back. Good for you!!!


Grumpy - yep about 2 drinks so can I have 20 from you, I could use 2 drinks next trip LOL!! I don't think filling a form out or an email is too much bother to tell corp America that shafting consumers is just abit wrong.

Stand up or get run over.

 

[NHdisneylover]

My first job in high school was working for Jo-Anns. Waaaay back then the policy was that clearance items could not be returned. I wonder when they started allowing it at all I am glad you will be able to return your items OP, but I do understand why that is a policy with many companies.

 

[mickaholic4077]

I don't mind if that's a policy,but it should be clearly stated.

 

[Bren's Mom]

then the policy was that clearance items could not be returned.

To me this means if you buy an item ALREADY on clearance (so you know it's clearance when you buy it) then you cannot return it.

That's very different from buying it at full price (or even on sale or with a coupon) and returning it with a receipt within the return policy time frame (30 days or 90 or whatever) and them saying 'Oh, sorry, the item is NOW on clearance so you can't get a refund.'.