Old Navy Changes their return/exchange policy

[camlace]

I had to accept an Old Navy gift card, even after talking to a manager. That was their policy. I told him his policy is horrid to hold the poor gift reciever hostage when they dont care for the items. It took me forever to burn up the $72 on the card with stuff for DD.

If you have your reciept you should get money back in my mind, and I will not shop there. And if I am shopping for others I make sure they can have a hassel free return if they have a reciept!

I've worked in retail and at my store a gift receipt is not considered an original receipt. If you returned something with a gift receipt you could only get store credit. If you have an original receipt you could receive your money back in the original form of payment (cash, charge, etc). This is fairly common in my experience as an employee as well as a consumer.

 

[Makdyn]

I work at target and the two returns on a license per a year is new I think it started maybe Jan '06 We were mad cause the people who make up the policies are not the ones who have to tell the customer that they cannot return there gift. It is us workers who get yelled at.

Also if you dont have your reciept you can get something in the same section. Like if you returned women cloths you can get something in men, boys, girls, or babies but it has to be in that cloths section. ( I hope that make sense)

 

[kfeuer]

Let me get this right??? As long as you already stole it, the store should now make you happy????

(And the vast majority wanting to bring things back have receipts... the minority who don't unfortuantely tend towards the dishonest....)

Give me a break, that's not what I was saying. The point I was making is that there are plenty of legitimate people who get gifts in the wrong size and don't have a receipt. Not everyone who doesn't have a receipt is dishonest! I could understand stores tracking how often you do it (to help weed out the dishonest people), but I don't think doing even exchanges should be completely outlawed. Getting money back is obviously a different matter altogether, and I don't blame stores that set somewhat strict policies.

 

[JoiseyMom]

oh I hate when companies do that. I don't even care if they give lowest sale price you know as long as you get something back. and even exchanges that's the most annoying yet, its like target, you know and they know its THEIR brand, what's the big deal if you get a diff. size. sorry to hear of your troubles. I rarely shop at target cuz of their policy, and I guess i'll add old navy to the list. thanks so much for the heads up. I am getting much better at saving receipts.
Becky

I don't mind Target's policies. I have had no problems exchanging DVD's, fullscreen for widescreen versions without a receipt. They have been really good about it.

 

[kilee]

I did have to argue w/ Target shortly after the holiday's. I had the original sales receipt for a gift my sister purchased for my DS. Not the gift receipt, but the original. My sister had used her debit card and they wanted to, of course, refund that card. I wanted a gift card, so DS could get something else. I didn't want to have to ask my sister for the money once the refunded the card, I think this would of been tacky. I didn't want DS to be out the gift. The worker couldn't seem to compute this. Thankfully, the manager understood and gave us credit (gift card). I was fuming though that I had to even argue the point.

 

[disneysteve]

This is why I love CASH! It is accepted everywhere and the recipient gets exactly what they want in the right size and color. Some people consider it impersonal, but I'd much rather get cash than get a gift I need to go through the hassle of returning or get a gift card to a store I really don't care for. I can't tell you how many gifts I've "lost" due to these types of policies. I've ended up giving away clothing that didn't fit or wasn't my style or selling stuff at a yard sale for a fraction of its value. And I've either given away gift cards or had them expire unused (back when that was more common). I know you can sell them online now, which is nice, but I haven't had the opportunity to do that.

 

[emh1129]

I really dislike Target's policies. Although recently I needed to return something without the receipt (Please, I always have two little ones with me, a diaper bag, sling, purse, juice boxes, etc. and I'm supposed to keep track of a tiny piece of paper? Unlikely ) and they were able to look it up with the credit card I had used. That saved me a lot of hassle, so I do appreciate that, but in general I think they are too strict. I tried to exchange a boppy pillow there once without the receipt (it had been a gift)- they wouldn't let me because the one that I wanted was cheaper than the one I had received ?! I said "I don't care, keep the dollar" but they wouldn't budge. Finally had to get the manager who OK'd it, but I found that rather strange


I'm disappointed to hear about Old Navy, because I do shop there a lot for the kids.
Wal-Mart, on the other hand, may have some issues, but I like how easy it is to return things. We had numerous items to return after Christmas (ds got a ton of power ranger stuff and other things we didn't want) and it was no problem whatsoever, got it on a gift card and let the children pick a few things they could use and would play with.

 

[babiesX2]

That put an end to my gift giving from Target. I was so mad at the time. It seems they are pushing you right into the arms of Walmart.

Wal-Mart is getting stricter on their return policy, too. You have to provide your driver's license for any exchange, and I think you are only allowed 3 receiptless exchanges per year.

I totally get why stores are having to adopt these "no returns/exchanges without a receipt" policies. People steal. People are dishonest. People will buy something at Goodwill and return it for an exhange/refund at a regular store. People will buy something from eBay then return it for a refund or exchange for something better. Don't blame the stores, blame the scammers and thieves.

Many stores will give you a gift receipt if you ask for it. Tell the cashier which item(s) is to be given as a gift and they will print out a special receipt that doesn't have a price. Toys R Us/Babies R Us, Target, Wal-Mart are a few that I know of.

You won't hear me complaining that stores are strict on returns/exchanges. If someone gives me a gift and I don't like it, it isn't the stores responsibility to bend over backwards to make me happy.

A tip for Target exchanges/refunds without receipt. If you pay with your credit card, the purchase is kept in their computer system. They can look it up if you give them your card # and they verify if you actually bought it or not.

 

[emilymad]

The Target look up the item on your credit card doesn't always work. I wanted to return a bottle of face wash and I couldn't find the receipt. I always keep my receipts so I am not sure what happened. I had them look it up on my credit card but they couldn't find it. I have a Target visa card so that is the only thing I use at Target so I knew I wasn't confused. I didn't make a big deal as it was only $3 and I had hope of finding the receipt.

An example of a store with a great return policy is Bed Bath and Beyond. They don't even give gift receipts. You can take anything back at any time. I have even recieved cash back for gift items. I had gotten a few bath mats and the rubber backing was starting to go. I was planning on just buying a new mat since I had gotten it has a gift and had had it awhile. I had brought the mat to the store with me so I could get the same one. The salesgirl happened to see that and she just said to exchange it for a new one. The bathmat I had received had a three year warranty on the backing so they exchanged it for me no problem. I prefer to shop at store like this even if things are a little more expensive. With the coupons it really isn't that much different in price then Target.

 

[brendat22]

I worked for Old Navy for 9 years and I can tell you that the return policy was always way to lenient. I remember taking back a wet/dirty t-shirt because "we take back everything no matter what" as long as you have a receipt. We want to make our true customers happy but unfortunately the people who steal wreck it for everyone else. If you purchased it with a credit card we will look up your receipt but we can't track cash - sorry. It is a bummer that people who truly don't have a receipt because it's a gift are penalized but what can these companies do........they are losing $ right and left to shoplifters! I bought stock on the ESPP (employee stock purchase plan) for 9 years and as a stock holder I am glad they are doing something about this.

 

[my3kids]

L.L. Bean and Lands' End...always great with returns and exchanges.

 

[wscato]

I understand that companies have to do what they think is best in order to not loose money.

I just wish I could get it through to my family to always give gift receipts. Almost all stores will print them for free. I've got a box of stuff to put on ebay because there were no gift receipts and the items are the wrong size or color. Family, got to love them. LOL

Ginger

 

[gris gris]

I don't understand why it is so difficult for the original purchaser to hold onto a receipt? I put all mine in a box and once in a while go through it. The Target ones show you when the receipt expires so I wait until then to toss it. I understand the issue with gifts though - and always ask for a gift receipt when I'm buying something for someone. I don't have a problem with any of these new return policies.

 

[CarolA]

Give me a break, that's not what I was saying. The point I was making is that there are plenty of legitimate people who get gifts in the wrong size and don't have a receipt. Not everyone who doesn't have a receipt is dishonest! I could understand stores tracking how often you do it (to help weed out the dishonest people), but I don't think doing even exchanges should be completely outlawed. Getting money back is obviously a different matter altogether, and I don't blame stores that set somewhat strict policies.

This is a quote from your post

"That was my thought as well--even if the item was originally stolen, what difference does it make to do an even exchange?"

So Old Navy should be sure to keep thier thiefs happy?

 

[mickeyluv'r]

Too bad about Old Navy. While they do have to deal with shoplifters, if they alienate legitimate customers too much, they won't exist anymore.

Another store that doesn't 'allow' returns is Burlington Coat Factory. I once tried to return an item because I discovered that it had clearly been preowned - and damaged. Imagine my surprise when they told me they didn't allow returns! After insistence on my part (plus a receipt), they eventually gave me a gift card for the amount. I still have it. I used to buy a lot of things there, but now I don't ever shop there. I will eventually use the card, but otherwise they have lost me. I much prefer to shop somewhere that has good customer service.

I have also been very disappointed with Old Navy's return policy. I forget what the details were, but it was a HUGE hassle to return something there once. I'm pretty sure I had the receipt too.
I was also pretty angry the last time I bought something there. They had guy's cargo shorts on sale. It was buy three for $XX. They had a big sign, and a bunch of shorts all lined up. When I went to buy them, no warning - but some the shorts were not on sale - even though they all came from the same area next to the sign! So none of the shorts rang up at the sale price. UGH! A good clerk will say something when they ring the stuff up for you. This guy just looked at me like I was crazy when I asked why the sale price didn't ring up. (I had already given them my credit card when I realized the error, so the sale went through) Then, when I immediately returned them, they tried to give me crap about store credit instead of a refund.

This is why I much prefer to support small retailers when I can.

 

[kfeuer]

This is a quote from your post

"That was my thought as well--even if the item was originally stolen, what difference does it make to do an even exchange?"

So Old Navy should be sure to keep thier thiefs happy?

Once again, my point was, if someone steals (which is obviously wrong) an item, then Old Navy loses an item from their inventory. If they do an even exchange on a stolen item, they've still lost an item but just in a different size. They're still out one item, not two. I still stand behind my original position that I don't care if stores track and limit how often you make even exchanges, but there should be allowances for gifts that were received without a receipt. If that doesn't clear it up, I give up! Go on thinking I care about shoplifter's rights

 

[Dznypal]

a few ago for christmas we got my MIL a dough mixer I bought it a Target

we have a christmas club account but I forgot to take that money with me

that day and I just happened to find this mixer and it was on sale so I bought it with the debit card and got a gift reciept figuring they could just return it and get the cash--wrong--first of all my MIL is very tacky if she gets a gift she doesnt like so they went back and we're upset that since it was on the debit card they could only get a store credit!!! so I dont know if they felt they had to use the whole credit up that day cause they bought $30 worth of towles and thats all we hear about is how they "had" to buy $30 worth of towels

another ? is has anyone had this happen about Kohls--Inlaws bought something and it didnt fit right --went back with the reciept--and the store not only gave them a store credit but took a small % off!!!!

they were really ticked about that one and this time I really had to agree with them

 

[WatchinCaptKangaroo]

I wish more places would adopt the purchase look-up that Target can do. Now I always pay with plastic (usually atm/debit) when I check out and I don't have to worry about the receipt if I need to take it back.

I rarely shop at Wal-Mart, but I was out with a friend who wanted to go there. I bought a few things, didn't try them on in the store (my fault) and somehow lost the receipt between her car and my house. They said they can look up the purchase but only from their store.

 

[cats mom]

I've worked retail too so I understand the need to crack down on theft and frivolous returns. Some of the stuff I've seen people try to return would make your head spin! But it seems to me there are ways to protect the store and still give good customer service.

I love the way Nordstrom handles returns. All they have to do is scan the sticker that is placed on the back of every tag when an item is purchased and they can take care of the return/exchange for you.

Dillards does the same, but I have to admit that 30 day rule of theirs has gotten me a time or two, so I wouldn't quite rank them up there with Nordstrom.

Granted you probably couldn't use that system with the volume of merchandise that a Target or Walmart sells, but I'd think any clothing retailer (ie: Old Navy) could do it pretty easily.

 

[babiesX2]

a few ago for christmas we got my MIL a dough mixer I bought it a Target

we have a christmas club account but I forgot to take that money with me

that day and I just happened to find this mixer and it was on sale so I bought it with the debit card and got a gift reciept figuring they could just return it and get the cash--wrong--first of all my MIL is very tacky if she gets a gift she doesnt like so they went back and we're upset that since it was on the debit card they could only get a store credit!!! so I dont know if they felt they had to use the whole credit up that day cause they bought $30 worth of towles and thats all we hear about is how they "had" to buy $30 worth of towels

another ? is has anyone had this happen about Kohls--Inlaws bought something and it didnt fit right --went back with the reciept--and the store not only gave them a store credit but took a small % off!!!!

they were really ticked about that one and this time I really had to agree with them

Must be something about in-laws b/c mine get miffed about stuff like that, too, and we never hear the end of it!