Returns, what a Hassle!!

[summerrluvv]

It's BS, both scenarios. There is NO reason they shouldn't have let you exchange the items for items of the same price. They wouldn't be losing anything. It's ridiculous and there is no justification for the crappy policies some of these stores have.

I had an issue at Macy's years ago. My mom bought me some maternity clothing that didn't fit. I returned them with a gift receipt and they had to MAIL me a store credit. It was a whopping $50 or less. I don't shop there anymore.

 

[walkdmc]

and it has nothing to do with returns but it is the most ridiculous thing I've ever experienced at a store. And, I refuse to do any business with Macys as a result.

I bought a bunch of Waterford glasses 3 years ago at Macys. The clerk convinced me to open a Macy's charge and buy the glasses with that as I would get 10% off the purchase price AND0% financing for 1 year. Sounded great so I agreed to open a CC. The clerk got on the horn and opened a CC for me. Then, as she's on the phone with the CC person, she asks if I'm interested in a Club 40 account. What's that? I ask. She said, "it's great, you'll get [I think] 10% of your purchases for the year back, in the form of a Macy's GC". Well, sign me up for the Club 40!! And so, she tells the CC person on the phone to change me to a Club 40.

So, I get my first bill and I owe $128/month for 12 months, 0% financing. I send a check for $128, with the bill stub, with the Club 40 account number on it. Imagine my surprise when the following month my statement shows 2 accounts....a Club 40 and the original account the clerk opened before she had a lightbulb moment and offered the club 40. Yes, she opened 2 CC accounts for me on that day, unbeknownst to me.

Guess what account Macy's applied my $128 to? The phantom account with ZERO balance...or the Club 40, with the $1400 balance? That's right, they applied the payment to the account with zero balance so that account has a balance of -$128, while the Club 40 is now late, with a late charge slapped on and no more 0% financing. I called India (Macy's CC call center) and got a man who had Indian music playing loudly, in the background. I couldn't hear him and he could barely hear me...it was terrible. I finally got a hold of someone else who fixed the problem but was quick to tell me it was my fault because I didn't write "Club 40" on my check, in the note section.....okey dokey.

Macy's is messed up and I'm sad to say that. That was where I had my wedding registry...it used to be soooo much better.

 

[richmond282]

OK so Macy's wouldn't give you the 1/2 price credit back because you did a BOGO deal and TRU wouldn't give you back full price credit because you did a GC deal? Aren't those opposite problems? You essentially wanted TRU to credit like Macy's did and Macy's to credit like TRU did.

Subtracting the GC at TRU seems fair to me. (For the record I HATE TRU as well and don't shop there!!) I've had the same thing happen at Target. If you spent $100, you got a $10 GC. I returned an item and did not get full credit back because of it. Problem was my total was still over $100 even with the return. I would have gotten the GC either way. Target did not care and refused to give me full credit. Oh well.

I don't really get the Macy's thing either. I don't have a Macy's and have never shopped there, but it does seem pretty stupid. I'd try taking it bakc w/o the receipt and see if they'd let you exchange.

 

[Leajess99]

OP, I decided a few years back never to shop at TRU again. They're jacking up their prices anyway at least on the toddler toys I'm now looking for. I don't see why TRU would not let you exchange the game. It was not opened and had not been used. Macy's should have let you get 1/2 price on the sweater, IMO since it was a BOGOF. Zero value? I don't think so. For myself, I had a few returns this year and it's my own fault that I lost some of the receipts. Even with the receipts it was a hassle at some stores. For the positive experiences I pulled up my online purchase order for Janie and Jack on my I-phone and the store clerk credited my account for the price I'd paid, using that statement as my valid receipt. Gap refused to even look at my online receipt stating that it would not be accurate. What? They did not have a policy that online purchases could not be returned in-store. I ended up with them MAILING me a store credit, so I couldn't even shop the sales that day. When I feel I've been screwed over by arbitrary policies that I'm not shown in writing, then I will not patronize that store again. There are many others who would be glad to have my business, esp. since I'm certainly not trying to cheat them. ---Kathy

This is the best way to stand your ground as well. My youngest has a birthday next week and got the $3 off $3 gift card from TRU so I went today to get her something with it since our TRU is almost an hour away. Anyway, TRUis just nasty and dirty now with outrageous prices. I did not find anything that my DD would want that was reasonably priced so we will try another time. If I don't find anything than I will give her the $3 and just buy a soda and treat with the gift card.

I avoid TRU as much as possible.

 

[MeekoB]

I completely agree that the average person is not a retail scientist. The problem is that return policies have gotten too complicated for the average person to understand.

I stood in line at TRU returning an items and every person in front of me had a different specific policy rule applied to them...some items can't be returned opened, some items can't be returned at all, some items were beyond the return date, some had reductions because of gift cards.

Because the return policies rules are so various and extensive now, it is impossible for the average consumer to keep up. This causes anger because it seems that the rules are arbitrary.

the average person is not a retail scientist, so i understand why these offers are complex and confusing when returns are necessary. however a store has no legal obligation to give you a full refund if you purchased items at a discount. overall as someone has said you can not just blame the retail stores, you have to blame the consumers that scam them which causes them to create these policies. if there was some sort of dis-honest loophole for the exchanges i'm sure someone on the board would have offered up that information by now. in your case you are an honest consumer but unfortunately its the bad ones that influence a stores policy.

 

[Princess Nancy]

I completely agree that the average person is not a retail scientist. The problem is that return policies have gotten too complicated for the average person to understand.

I stood in line at TRU returning an items and every person in front of me had a different specific policy rule applied to them...some items can't be returned opened, some items can't be returned at all, some items were beyond the return date, some had reductions because of gift cards.

Because the return policies rules are so various and extensive now, it is impossible for the average consumer to keep up. This causes anger because it seems that the rules are arbitrary.

Well said!!!

 

[undertheradar]

Something else to consider is how much store inventory is contract. Most "beauty" counters are and the employees behind those counters are employed by the manufacturer, not the store. What percentage of the grocery store is being stocked by outside vendors? Another example would be pharmacies located within drug/grocery stores. The pharmacy is run independent of the other operation. If you have a complaint about the pharmacy, the store manager is unable to correct it, as they are contract pharmacies.

 

[allison443]

Since the kids are back in school, I headed out to do my returns. I was armed with the original Receipts (NOT gift receipts). Mostly it went smoothly except at 2 places. I would just like to hear your opinions and what would you do?


1. Toys R Us -- First of all I HATE to ever go in there, but my sister made me go get a bunch of video games when they ran the deal, but 2 video games get a GC. I spent about $300. I got $90 in GC. I was unsure about one of the game titles and asked if I could trade it later, the cashier said that was not a problem.
I then had to go back on another trip to spend the GC.

Today, I went to return on video game since I bought the wrong one. I chose a $29 Game, the first game was also $29. She would only give me $17 credit. They basically took away my GC. She asked another cashier if she could override the price and the girl told her to call a manager. The manager said that is what the register does, I can't change it. I was annoyed that he didn't care that I was told the wrong thing. He did not apologize and he lied, because obviously they CAN override!

I paid the $12 and left so I would never have to go there again.


2. I went to Macy's. I had bought a sweater and sweater dress for my daughter. They were Buy one get one free that day. The First one rang up at $29.00 the 2nd $0.00. They were the same brand and size so I figured that if one fit they both would, nope!

She kept the sweater and I needed to return the dress. I figured they would just adjust it. I was even willing to pick out an equivalent sweater. The clerk scanned the receipt and said she could give me NOTHING! What? She said it was the free item! I said that I really doubted that if I was returning the other sweater that I would have gotten $29 and got to keep the FREE item. She insisted that is the way it works!

So I said I would just pick out something with an original tag of $29. She said she would just do it as if I did not have a receipt and the current sale price was $10.49. WHAT?!? Anyway, I left with the sweater and my receipt.

I am thinking of
1. Trying again with another clerk.
2. Calling (but who?)
3. Never buying like this at Macy's again!

I feel like in both situations I had a receipt and followed their rules, but they decided it was okay to keep my money.

What are your thoughts?
What are your thoughts?

I think I figured out the Macys thing!

You bought two items, the sale was buy one for $29 and get one free. So your actual cost was $15 for each item, however, on the day of the sale you wouldn't have been able to purchase one item for $15. If you had taken just one item to the register you would have been charged $29, not $15. The requirement was to purchase two items.

If you were then allowed to return one of these items and get $15 back, you would have actually only paid $15 for the one item you kept. That wasn't the offer the store was offering that day. Maybe it's a numbers thing/inventory thing where they want to sell two for $29 but not one for $15 (even though the cost is the same, kwim?)?

I think you should have been allowed to exchange the item for a different size or color of the exact same item that was included in the original sale, but I'm not sure if that's what you were doing because you mention an "equivalent" sweater and something else with a $29 price tag.

Also, I wouldn't be surprised if this return policy was in the "small print" on the flyer advertising the BOGO sale.

If your dd hasn't worn the other sweater yet, I'd return both items, get the $29, and hit the clearance racks. You could probably get six items now for that same $29 lol.