Returns, what a Hassle!!

[QVCshopper]

Stores seem to be really trying to cut down on returns. I dislike TRU as well. Anyway, I ask for a gift receipt on everything now and am going to try to only buy what i intend to keep. It's getting nuts!

 

[Pugsley]

Nothing is free. BOGO is 50% off each item, even if it's not labeled that way. I don't know the business intricacies of why they label one item full price and another free but I know there's no such thing as a "free" sweater from any retailer, Macy's included.

Yes, but in the OP's case apparently Macy's DID say that the second item was free because if she had returned the first item she would have gotten the full price back and could have kept the second item. That is ridiculous. She got screwed just because the item she wanted to return was the second thing the cashier rung up instead of the first. She should have gotten half of what she paid back. However, I do see the store's point of view a little bit - the deal was BOGO, not 50% off. If they give 50% back every time someone does that, then it would encourage people to buy the two items just to get the good price, and then return one of them. If they insist on doing the BOGO thing, then maybe there should be a penalty for returning one thing - like you only get 40% back instead of 50% or something.

 

[tinkarooni]

I don't understand why these stores just don't do what makes sense? When did common sense become two dirty words?

I despise TRU for just this reason, many years ago my DD12 was 5 or so and received a character sleeping bag from TRU as a gift, it was too babyish for him and he wanted to just pick a different character. I had the original receipt. Apparently DGM had hit a sale and purchased it for less that the sleeping bags cost when we went back. They would only refund the sale price, no problemo we just want to exchange this winnie the pooh sleeping bag for this same exact Thomas the Train bag, same manufacturer, same size, same price. Nope.

They insisted that they would only return the original bag at the sale price and than charge me full price for the new purchase. I refused.....I stood in that store for an hour.....I was a Mom on a mission and had nowhere else to be. I went through clerks, store managers and they finally called corporate office who did indeed tell them that I was right. I did get my sleeping bag.....of course at some point it stopped being about the bag and started being about how they were sticking it to consumers. It colored my opinion of them forever, and we were literally talking a few dollars here.....it was just so wrong in principle.

Now at Macy's I'm surprised they gave you a hard time. The receipt should have listed the return value of each item....OP you are right, it's ridiculous. What if you returned the $29.00 item? Do you get $29.00 and just get to keep the free one.....have we discovered a shopping loophole?

 

[clanmcculloch]

For the Macy's item, I actually have to agree with the way they're stating the refund (not that I like it, but I do agree). The terms of the sale were that if you buy a full price item then you'll get a second one at no cost. If you return one item then you're no longer meeting the terms of the sale so your first item is now full price with nothing with it. The signs don't say 50% off; they say BOGO. If you just walked into the store during the sale you wouldn't be able to buy one at 50% off so the refund shouldn't result in 50% off. OP would have been better off to return both items then repurchase the original one at the current sale price (which sounds like it's well more than 50% off at this point).

What I DON'T agree with is that they wouldn't allow an exchange of that second item for a different size. Exchanges are different than returns.

 

[Anne34]

In both cases simply doing an even exchange of something that is marked the same as the other item would have been fair. Why wouldnt a store allow that? I dont get it

I agree -- you were doing an even exchange

I agree with TRU -- I never go there anymore. I'll buy games from Amazon, Target & Game Stop. In fact, I bought a lot of games at Amazon this year -- most were $10-15 less than the store & no running around or hassles!!

 

[undertheradar]

Stores are getting a bum rap for enforcing policies that have to be used due to the excessive and abusive returns of a small group of shoppers. The restocking fee for electronics was born from Superbowl watchers "buying" big screen tvs and returning them after the game. Just about every purchase we made shows a limited return date and online only items state that they must be returned by mail or return shipping. These are from Old Navy, Barnes and Noble, Walmart, Macys, and others. I stood in line at Home Depot last March, while a woman tried to return a dead Christmas tree. She tried every reason possible to return it and the store refused. I'm sure that she went home and contacted corporate to try again. Read receipts for Halloween costumes, most stores only accept returns before October 28/29. This is all due to customers purchasing seasonal merchandise and returning it at the end of the season. In fact, there was a poster on the boards who used Christmas lights and then returned them claiming they were defective. The poster stated that they had 12 sets plugged together. These were not LEDs, so the user damaged the lights by plugging too many sets together. It didn't stop the purchaser from returing the items. Again, return policies are becoming stricter because customers are abusing the system.

 

[tinkarooni]

Stores are getting a bum rap for enforcing policies that have to be used due to the excessive and abusive returns of a small group of shoppers. The restocking fee for electronics was born from Superbowl watchers "buying" big screen tvs and returning them after the game. Just about every purchase we made shows a limited return date and online only items state that they must be returned by mail or return shipping. These are from Old Navy, Barnes and Noble, Walmart, Macys, and others. I stood in line at Home Depot last March, while a woman tried to return a dead Christmas tree. She tried every reason possible to return it and the store refused. I'm sure that she went home and contacted corporate to try again. Read receipts for Halloween costumes, most stores only accept returns before October 28/29. This is all due to customers purchasing seasonal merchandise and returning it at the end of the season. In fact, there was a poster on the boards who used Christmas lights and then returned them claiming they were defective. The poster stated that they had 12 sets plugged together. These were not LEDs, so the user damaged the lights by plugging too many sets together. It didn't stop the purchaser from returing the items. Again, return policies are becoming stricter because customers are abusing the system.

I totally agree with you that a few bad apples are spoiling the whole thing, but OP wasn't trying to do anything unreasonable. I understand putting limits on returns and exchanges and refusing to exchange electronics if the package is opened etc.....but it's unreasonable for a store to arbitrarily make a policy while you are standing there such as my sleeping bag issue. In my situation clearly I was exchanging like item for like item, they just wanted to earn a couple of more dollars. It seems to me that lots of things get returned that shouldn't be (also from reading these boards) and that the stores are giving the rest of us a hard time, generally speaking.

There are some places that I just refuse to shop because of their return policies....that's the best way as consumers we can show our displeasure in their policies. I don't disagree with a store having a return policy like Target's for example, they have spelled out the rules clearly. No receipt, no return, I pretty much know what my rights are when I return something there.

 

[undertheradar]

In regards to the sleeping bag, are you sure that both items were an even exchange? Not just by price and manufacturer, were they both from the same year? Many stores, especially grocery stores, put select varieties of an item on sale, how is the sleeping bag any different? As for video games, while prices are matching now, was the replacement game in store and available when the original purchase was made? In the B2G1 sales or the B1 get 1/2 a second, the values would be adjusted depending upon the games purchased. Many stores will not accept a video game return after 15 days and the item must be unopened. There is no consumer law that requires a refund or exchange when the purchaser changes his/her mind, with regards to video games. This is why we refuse to purchase anything from stores displaying No Refund or Exchanges signs or Only Store Credit for Returns.

 

[pilesoflaundry]

At tru they did the right thing. You spent the giftcard, of course you can't get it back in full as a refund. They employee was wrong in telling you that you could exchange it later though so sorry to hear that.

I had that problem, I bought 2 games during the gc promo, then someone else bought my son one of the games. I was the only one with a receipt so I ended up selling mine for what I paid, vs returning at a loss because I had spent the gc.

Macy's sounds right too. It was a free item.

 

[kaytieeldr]

Okay, I can understand why it wasn't - there was the gift card, plus despite the items being the same price, isn't the typical policy (pretty much everywhere) that an even exchange means switching the identical item? Not just a video game for a video game, but for the exact same video game?

Macy's is another issue. I will probably call corporate to get the clear policy. I also worked in retail where we sold Buy one Get one 1/2 off all the time. The receipt clearly stated the return value!

The heck with Macy's corporate. Call your state's Attorney General, or Consumer Affairs!!!

Yes, I am 100% serious. No sarcasm here at all.

 

[seashoreCM]

If a return or exchange does not yield the value I expect, I usually say "never mind" and take back what I had and perhaps regift it to someone.

Then I mull it over and may or may not try again at a different branch store or may or may not call a national headquarters to get their opinion and perhaps get some detailed instructions that I omitted the first time around.

One time recently (at Staples) I asked first if I could do a certain exchange and the manager came over and immediately attempted it. The exchange value came back zero. I wanted to cancel and take back the item but the manager could not back it out of the cash register computer. He then decided to let me exchange the item over the counter and finagle with the computer later.

I would not be surprised if a lot of exchanges are denied because the original buy one get one (BOGO) or whatever was restricted to a small selection of items and after the sale the computer no longer knows which items were eligible.

Disney hints: http://www.cockam.com/disney.htm

 

[Ava]

In both cases simply doing an even exchange of something that is marked the same as the other item would have been fair. Why wouldn't a store allow that? I don't get it

I've had issues doing even exchanges at both Target & DSW. Ithappens because the stores' registers do not have a function for an "even exchange." They have to ring a return and then a purchase. If the item has gone up in price since you originally purchased it (i.e. it was on sale when you bought it & now it's back up to regular price), or you used a coupon/discount on your original purchase, the register has no way to take that into account when ringing up your new "sale." In both cases I argued that I was only exchanging for a different size and ended up getting the price of my exchange adjusted so I didn't owe anything, but it took getting a manager involved to get it done.

Regarding OP's scenarios:

TRU was fair. The GC's you got are considered a "discount" on the purchase, so if you return the item you get back the purchase price minus the value of the GC (usually divided out among all the items you bought).

The Macy's scenario seems odd. Whenever I've done a BOGO purchase (that I can remember) the discount is divided up among all items in the BOGO. So in the case of BOGO Free, each item would end up being 50% off (which is how it shows up on the receipt). Therefore if you return one, you'd get back 50% of the ticket price of that item. However, if the receipt lists full price for one item and $0.00 for the other, it seems like Macy's is within their rights to say you paid $0 for the 2nd item so it has no return value. Kind of shady if you ask me, but I don't know that there's any law against it.

 

[iNTeNSeBLue98]

I work in the back-end of retail, so let me see if I can explain how these returns would work in our stores.

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.
The GC is considered part of the total purchase. Although a GC is given, so you come back to the store, you essentially are getting a discount of the merchandise. Therefore, I agree that the amount of the GC should be deducted from the return/exchange. Another example would be fine fragrance or big name cosmetics who offer gifts with their purchase. Technically, if the fragrance or cosmetic is returned, the free gift should be returned as well, because in a sense the original offer is void.

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 think Macy's was wrong not to give you 1/2 off the item you were returning. Essentially, Buy One Get One Free is a half-off sale. I can understand how the register programming might make it problematic when it comes to returns. We have actually moved away from BOGO for the most part because of the confusion they cause when sales overlap and if/when returns are made. I believe our system is designed to credit back 1/2 the original price.

Simply choosing another item with the same "ticket" price does not necessarily equal an even exchange. I may have 3 items all ticketed 24.00, but for various reasons they could be on sale for 9.99, 12.99 or 5.99, depending on the directive.

Without a receipt, my company will give you credit for the lowest sale price, usually within the past two weeks. If the item is currently going through clearance, you could wind up with next to nothing even though the purchase price was probably much higher.

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 hope I made sense and didn't ramble. Sorry you feel like you were cheated. If ever you are unsure, ask about the return/exchange policy...especially on electronics...before commiting to the sale.

 

[Juliegirl1]

My son received a gift card for Itunes for $10 for his birthday from a friend. When we went to use it, it wouldn't work so I contacted Itunes. They said that the gift card had been returned. I didn't think you could return a gift card and after further questioning I finally figured out that whoever gave him the card had originally recieved the card as a gift with purchase and then returned the original purchase, thus voiding the card. Unfortunately I wasn't sure who gave him that particular gift card so I just put $10 into his Itunes account because I didn't want him to feel bad about it.

I can understand why retailers would do that so they don't get taken advantage of. However, I don't understand why Macy's wouldn't refund/exchange half of the price of the value of the two items - $14.50. I can't remember what store I shop at that does this, maybe Penney's but they print the return price for each item you buy on the receipt if you use a coupon. That way you know when you leave the store how much you will get back with the receipt.

 

[cm8]

I work in the back-end of retail, so let me see if I can explain how these returns would work in our stores.



I hope I made sense and didn't ramble. Sorry you feel like you were cheated. If ever you are unsure, ask about the return/exchange policy...especially on electronics...before commiting to the sale.

 

[dclfun]

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

 

[Princess Nancy]

I work in the back-end of retail, so let me see if I can explain how these returns would work in our stores.



I hope I made sense and didn't ramble. Sorry you feel like you were cheated. If ever you are unsure, ask about the return/exchange policy...especially on electronics...before commiting to the sale.

See my original post in the first point...

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.


I did ask and they told me differently!!

 

[tnkrbell13]

I tried to return a watch to Macy's yesterday, I have the gift receipt and the tag with the "required for return" sticker. I was told that their policy is that the tag must be attached to the watch.
I said, so I can go home and get a string and tie the tag on the watch and then I can return it. Clerk said yes.
Ridiculous! Glad I didn't buy any gifts for people there!

 

[2Kds2K9]

Macy's is horrible for returns.

Years ago, my DH bought me perfume at a Macy's close to his office. I didn't care for it, so I took it back to another Macy's for a refund. Get this, I had the original receipt, the orginal-unopened-factory-sealed box and they WOULD NOT TAKE IT BACK! This was the day after the purchase. (on a credit card) DH had to take it back to the original Macy's that he bought it at for a refund. He has never walked into Macy's since. (ok, he walked through but was not happy about it!)

Another time my DD received a t-shirt from there as a gift. It was too small and I wanted to exchange for size. I did not have the receipt, but figured they could do an even exchange. They did not have the original one, so I asked which rack this came from and proceeded to try to find another shirt. No luck. Then asked if I could get a refund. I figured that I would get the "current" sale price back which was about $10.50. NOPE. They were only going to give me what the FINAL/CLEARANCE price WOULD be which was like $2.50. I looked at the guy and said, "You're going to take this shirt, put a price of $10.50 on it and sell it. BUT, only give me $2.50 for it?" He smiled and said that was Macy's policy. I then looked at him and said I'd rather donate the shirt to charity than have Macy's profit off this shirt again!

I've only gone back when absolutely necessary.

 

[Sagginit]

what i don't understand is if you TRU was letting you exchange the game, the first clerk did not lie. the clerk told you that you could bring it back and trade it, which the store offered. just because it was not at full retail value does not mean she lied.

macys does seem odd, but in that case they should have said you can exchange/return with the other item only. the heart of the issue there is the item you are exchanging for may not have been available at the time of the promotion, in those cases its first come first serve for store stock. so if you go to exchange it for another item it gives you a chance to re-pick your free item and if everyone did that they would have chaos.

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.