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

[GRUMPY PIRATE]

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.

since you cannot return them, and it dosen't appear that the $20.00 you spent is a major financial loss,

why don't you donate them to either a homeless shelter, battered womens shelter, or goodwill.

somebody down on their luck may be able to use if for their kids birthday party, and it may bring a bit of joy to a kid that seems to have a bleak future.

plus it seems that a lot of the advice you are getting would cause an awful lot of problems for the value of merchandise you have.

after you donate it, you could write a letter to the store or corporate offices delinating what you did, and suggest that they do the same and donate like merchandise so that customers like yourself would not be placed in that situation and frustration of trying to returnd unused and discontinued items.

plus the company could use that not only as a tax deduction, but support local community charities.

everybody comes out ahead!

 

[MickeySP]

It may be only $20 but it is her $20.

I think of this as sort of a principle of the thing, so it is okay for a store to change a contract(that is what this is) and say - go pound sand.

This is a problem for me - maybe I would take the 20 when I get my refund and donate it but that would be my choice, not a large corporations.

 

[kwelch10377]

I would contact the Attorney Generals office and/or the BBB at this point. it is really easy to submit a compliant to either. I know it isn't a lot of money we are talking here, but the issue is more that they are not notifying customers of the policy change and in many states that is illegal.

Make sure you have your receipt, as well as it noted who you spoke with. The girl who sits next to me at work deals with these issues that consumers file against us and the BBB and AG are very serious about making sure the companies handle these issues.

 

[JoiseyMom]

I agree with the others. First go back to the store, if the new policy isn't posted, take pictures. Ask to speak to the Manager, get the names (write them down as you ask), and when they ask why you are writing it down, tell them you need it to send to the AG! I would file a complaint with both the AG and the BBB.

I would also go to their website and fill out the form there, and tell them that you are contacting the BBB and AG!

Good luck!

 

[FergieTCat]

I purchased the items before the policy changed; the customer service person I just spoke to said that the change went into effect on September 24th. Which is funny, I was in JoAnn's on that date (the day before my son's bday party) to pick up some last minute things and there were no signs stating the change either.

The customer service rep also said that signs should now be posted but regardless if the sign is posted or not, the will not honor the return.

The customer service rep is wrong. If there was no sign and the policy is not on your receipt, they should refund the $$$.

 

[MichelleinMaine]

Did you by any chance use a credit card? You could dispute it (documented with copies of your reciept showing nothing about it being a final sale) with them.

 

[PebblesMom]

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.

 

[Dr.Girlfriend]

Did you by any chance use a credit card? You could dispute it (documented with copies of your reciept showing nothing about it being a final sale) with them.

I used my Visa debit card.

 

[Dr.Girlfriend]

since you cannot return them, and it dosen't appear that the $20.00 you spent is a major financial loss,

why don't you donate them to either a homeless shelter, battered womens shelter, or goodwill.

somebody down on their luck may be able to use if for their kids birthday party, and it may bring a bit of joy to a kid that seems to have a bleak future.

plus it seems that a lot of the advice you are getting would cause an awful lot of problems for the value of merchandise you have.

after you donate it, you could write a letter to the store or corporate offices delinating what you did, and suggest that they do the same and donate like merchandise so that customers like yourself would not be placed in that situation and frustration of trying to returnd unused and discontinued items.

plus the company could use that not only as a tax deduction, but support local community charities.

everybody comes out ahead!

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

 

[maxiesmom]

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.

I disagree with you. Each store should have their return policy posted, and then be expected to honor it. I know the stores I shop tell you if they don't accept clearance returns. That way you can decide if it is worth the risk before you buy.

 

[dodukes]

I disagree with you. Each store should have their return policy posted, and then be expected to honor it. I know the stores I shop tell you if they don't accept clearance returns. That way you can decide if it is worth the risk before you buy.

Yeah I have only seen this for things like seasonal items and then aat Target I have been able to return them.

 

[DebbieB]

Does your local TV station have a consumer reporter? They would probably love to do a story on this, makes them look like they are taking care of their viewers.

 

[sbell111]

I disagree with you. Each store should have their return policy posted, and then be expected to honor it. I know the stores I shop tell you if they don't accept clearance returns. That way you can decide if it is worth the risk before you buy.

Regardless of what their current policy is, the policy that they need to go by is the one that they printed on the receipt.

If I sell you something and tell you that you can return it to me within ninety days, I don't have the luxury of deciding not to accept that item back next week.

I used my Visa debit card.

Did you sign for the item or punch in your PIN? If I am not mistaken, if you signed for it you have teh same protections as you would had you used a credit card. That being said, even if you used your PIN, you can still request a chargeback through your bank.

 

[Elmo9607]

At the store I work at, there are a million ways to get around the policies on returning items. The only exception is no receipt return items...we HAVE to give the lowest sale price on store credit - no exceptions.

Clearance merchandise is not supposed to be refunded. We return them anyway. Even without a receipt. It is a huge hassle not to. I don't want to stand there and try to explain to someone standing there with their item that they can't return it because it simply is on clearance.

We also take discontinued items and I have even returned stuff that is...not kidding..10 years old. (WITH a receipt!! ) We simply give the people their money back and then throw the item away. As long as you have a receipt, we will be willing to that. Not that hard to do.

I could go on, but basically there are a ton of ways to get around our return policies. I know the honest and the dishonest ways to do it. I will even bend the rules myself from time to time. In the end, the nicer the person is to me, the more I am willing to help someone out and get them their money.

But honestly, not posting a sign about a major policy change like that is insane. Especally one that has been "in effect" since September 24th!! Geesh!

 

[tlbwriter]

I used my Visa debit card.

In that case, I would file a dispute with them.

 

[Ceila]

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."

 

[maxiesmom]

Regardless of what their current policy is, the policy that they need to go by is the one that they printed on the receipt.

I totally agree with you.

 

[kwelch10377]

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

Acutually neither an AG or BBB issue should be that hard to file (both you just file out an online form) and I wouldn't do it for the money, just the princple.

 

[ChristmasElf]

I notice your tag says that you live close enough to see Wishes.
If you live here in Orlando, Steven Cooper is the reporter on local 6 news that does reports on stories like this.

I shop at JoAnns often and was not aware of this change in policy. Thanks for the heads up!

 

[GRUMPY PIRATE]

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

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!.