Venting about a store's return policy...

[Princesca]

So my family draws names at Christmas and we exchange lists... we always buy off the list. For some reason, the person who drew my name went OFF the list and got me something that I neither wanted nor needed. It was a travel coffee mug, and I a) drink coffee BEFORE I leave for work, and b) when I do drink coffee in the morning, it's an espresso shot, not something that necessitates a giant coffee mug.

Like a lot of people, I'm trying to declutter, so I don't really want something I'll never use sitting around. To make matters worse, it has my first initial on it, so I can't even regift it unless I suddenly make a new friend whose name starts with the same letter as mine. So I was really frustrated about that... we do lists for a reason. This person has very little in common with me, really, but relation by marriage, and doesn't know me well enough to be shopping for me without a guide. I have never really understood people who will get a list and say "Wow, here's the list of things that this person really, really wants to have... aw, but to heck with that! Why rely on what they said they want - I know better what they want than they do. Who cares if I barely know them?! I'm sure it'll be a smash..." I also had on my list that I didn't really want any gift cards, and this same person went to a store where I had something written down that I wanted (bubble bath or body spray in any scent) and got me a gift card.

Anyway, the mug came in a bag from a boutique - not a chain - that had the store's address and website on a sticker decorating the bag. There was no receipt, but there was a tag still on it stating the price.

I contacted the store owner and politely asked if I could exchange for a refund or store credit, since it clearly came from their store and had the tag still on it. They told me, expressing no regret or sympathy, that I absolutely could not exchange it without the receipt. I even offered to take half the value in store credit, and was still told no. I didn't want to ask for the receipt, because I didn't want to cause any drama, but I was so irritated by the whole situation that I ended up asking for the receipt anyway. And you can bet, now, that I'm going to get a cash refund and I'm not going to spend one red cent of it in their store.

Really... if you're going to run a business, get some customer service skills! First of all, cut people a little slack. I'm not asking for something for nothing. I even offered an arrangement on which the shop owner would come out ahead. Either way, an email along the lines of this, which took me fifteen seconds to compose, would have made a world of difference:

"Dear Princesca - sorry to hear that the gift you were given wasn't something that you needed! Unfortunately, our store policy says that we can't accept returns without a receipt. I'd love to be able to help you out, but we have to stick to that. If you do get the receipt, I'd be more than happy to help you out with the exchange. We have lots of lovely items and I'm sure you'd be able to find something that better suits you."

Instead, I got:

"Princesca: We don't accept returns without a receipt. Regards, So and So"

I think the reason I'm so venty about this is that I'm noticing, lately, a plethora of small businesses that don't cater to customers and then seem bewildered when they don't do well. I've also been fortunate in my life to transact with some truly outstanding small businesses, who really do put the customer first. And those places are shops I'll be loyal to until they go out of business or until I die, whichever comes first. This place is the kind of place I ordinarily like to shop, but once I get this exchange handled, I'll never set foot in there again and I will probably also steer friends away from there and toward places with less rigid exchange policies and more sympathy for the customer. Why shouldn't I, when there are plenty of equally charming boutiques who know how to compromise?

Anyway, not looking for advice or answers really, just venting. And I feel kind of crappy for looking a gift horse in the mouth, so to speak, but we set rules for the gift giving and we all consent to them, and it's not like there are MANY, it's basically just 'spend X much and shop off the list' and it bugs me when people chuck them out the window.

Did anyone else have a similarly frustrating experience this Christmas?

 

[Suz D]

I completely understand the store policy (especially because it was personalized). That being said, your post is actually about the tremendous lack of customer service in many retail establishments (and restaurants). I'm in complete and absolute agreement with you. It's something I've been saying for years!

A sincere apology (without changing the outcome, because after all it is their policy) goes a LONG way towards keeping a customer from becoming upset. I have even gone so far as to send an e-mail to a store, stating that if they would have just apologized, I wouldn't have been upset!

 

[Princesca]

Yeah! In the end, I get that policy is policy... I can't very well complain about my relative breaking the gift swap rules, then expect this store to break their return rules for me (though it certainly would be nice in this case), but it's the manner in which it's handled that makes all the difference in the world.

I should add, though, that it wasn't exactly personalized. This store only sells "personalized" gifts, but they aren't really any more personalized than those racks of license plates with kids' names on them. It isn't my whole set of initials. Just they have a whole shelf of these mugs in every letter of the alphabet.

 

[Marionnette]

So my family draws names at Christmas and we exchange lists... we always buy off the list. For some reason, the person who drew my name went OFF the list and got me something that I neither wanted nor needed. It was a travel coffee mug, and I a) drink coffee BEFORE I leave for work, and b) when I do drink coffee in the morning, it's an espresso shot, not something that necessitates a giant coffee mug.

Like a lot of people, I'm trying to declutter, so I don't really want something I'll never use sitting around. To make matters worse, it has my first initial on it, so I can't even regift it unless I suddenly make a new friend whose name starts with the same letter as mine. So I was really frustrated about that... we do lists for a reason. This person has very little in common with me, really, but relation by marriage, and doesn't know me well enough to be shopping for me without a guide. I have never really understood people who will get a list and say "Wow, here's the list of things that this person really, really wants to have... aw, but to heck with that! Why rely on what they said they want - I know better what they want than they do. Who cares if I barely know them?! I'm sure it'll be a smash..." I also had on my list that I didn't really want any gift cards, and this same person went to a store where I had something written down that I wanted (bubble bath or body spray in any scent) and got me a gift card.

Anyway, the mug came in a bag from a boutique - not a chain - that had the store's address and website on a sticker decorating the bag. There was no receipt, but there was a tag still on it stating the price.

I contacted the store owner and politely asked if I could exchange for a refund or store credit, since it clearly came from their store and had the tag still on it. They told me, expressing no regret or sympathy, that I absolutely could not exchange it without the receipt. I even offered to take half the value in store credit, and was still told no. I didn't want to ask for the receipt, because I didn't want to cause any drama, but I was so irritated by the whole situation that I ended up asking for the receipt anyway. And you can bet, now, that I'm going to get a cash refund and I'm not going to spend one red cent of it in their store.

Really... if you're going to run a business, get some customer service skills! First of all, cut people a little slack. I'm not asking for something for nothing. I even offered an arrangement on which the shop owner would come out ahead. Either way, an email along the lines of this, which took me fifteen seconds to compose, would have made a world of difference:

"Dear Princesca - sorry to hear that the gift you were given wasn't something that you needed! Unfortunately, our store policy says that we can't accept returns without a receipt. I'd love to be able to help you out, but we have to stick to that. If you do get the receipt, I'd be more than happy to help you out with the exchange. We have lots of lovely items and I'm sure you'd be able to find something that better suits you."

Instead, I got:

"Princesca: We don't accept returns without a receipt. Regards, So and So"

I think the reason I'm so venty about this is that I'm noticing, lately, a plethora of small businesses that don't cater to customers and then seem bewildered when they don't do well. I've also been fortunate in my life to transact with some truly outstanding small businesses, who really do put the customer first. And those places are shops I'll be loyal to until they go out of business or until I die, whichever comes first. This place is the kind of place I ordinarily like to shop, but once I get this exchange handled, I'll never set foot in there again and I will probably also steer friends away from there and toward places with less rigid exchange policies and more sympathy for the customer. Why shouldn't I, when there are plenty of equally charming boutiques who know how to compromise?

Anyway, not looking for advice or answers really, just venting. And I feel kind of crappy for looking a gift horse in the mouth, so to speak, but we set rules for the gift giving and we all consent to them, and it's not like there are MANY, it's basically just 'spend X much and shop off the list' and it bugs me when people chuck them out the window.

Did anyone else have a similarly frustrating experience this Christmas?

It's too bad that the boutique did not consider you to be special enough to bend their rules for. I guess they just bought themselves a lot of bad PR.

I guess it will be a real bummer if you get the receipt and find out that they do not offer cash for returns. You're liable to only get a store credit anyway. Then you'll be forced to choose something from their stock.

And I always thought that the wish lists were just for suggestions. It's unfortunate that the gift is not of your choosing. When I get something that is unreturnable and not my taste, I just donate it so that the Salvation Army can sell it to someone who will appreciate it.

 

[sissy_ib]

It's too bad that the boutique did not consider you to be special enough to bend their rules for. I guess they just bought themselves a lot of bad PR.

I guess it will be a real bummer if you get the receipt and find out that they do not offer cash for returns. You're liable to only get a store credit anyway. Then you'll be forced to choose something from their stock.

And I always thought that the wish lists were just for suggestions. It's unfortunate that the gift is not of your choosing. When I get something that is unreturnable and not my taste, I just donate it so that the Salvation Army can sell it to someone who will appreciate it.

 

[Princesca]

I don't think there is much at this store that I'll want. I've never been into stuff with my initials on it, really. It always makes me feel like I need help remembering how to spell my name or something. But if I get a store credit, I'll probably try to buy something that will make a good generic gift for someone else, down the road, or someone I know who has a birthday coming up. Your idea to donate is also good - at least then it would be a tax write-off for me, and someone can get some use out of it. I will do that before I throw it away, for sure.

Our family has never done lists as suggestions. And this relative has been in my family long enough to know that. We all shop right off the lists, which are tailored to the price range we spend in. I made sure there were plenty of things on there that were easy to find and commonly available. Heck, if she wanted to spend the whole amount where she got my gift card, I'd have been a-okay with that.

In terms of considering me special - well, if they want my business, they should. If they don't care to have my business, they can treat me however they want. Maybe they really just don't care, and that's their prerogative, just like it's mine to never shop there and to share my negative experience there with my friends.

 

[livndisney]

I don't think there is much at this store that I'll want. I've never been into stuff with my initials on it, really. It always makes me feel like I need help remembering how to spell my name or something. But if I get a store credit, I'll probably try to buy something that will make a good generic gift for someone else, down the road, or someone I know who has a birthday coming up. Your idea to donate is also good - at least then it would be a tax write-off for me, and someone can get some use out of it. I will do that before I throw it away, for sure.

Our family has never done lists as suggestions. And this relative has been in my family long enough to know that. We all shop right off the lists, which are tailored to the price range we spend in. I made sure there were plenty of things on there that were easy to find and commonly available. Heck, if she wanted to spend the whole amount where she got my gift card, I'd have been a-okay with that.

In terms of considering me special - well, if they want my business, they should. If they don't care to have my business, they can treat me however they want. Maybe they really just don't care, and that's their prerogative, just like it's mine to never shop there and to share my negative experience there with my friends.

They already have your business. They have the money your family member spent on the gift. From what you have said here, it is not your kind of store-so it does not sound like you would have spent any money in there anyway. They are a business and they sell merchandise. They don't want the item back, they want the money. They stated their return policy. You don't like it, but they don't have to change it for you. If you don't like the gift you were given donate it.

 

[jaminmd]

It never ceases to amaze me what petty complaints some people have. That was a mighty long rant for something so trivial. Small businesses have to have those policies to stay in business. You are mad because you thought you should have been treated super-special and that didn't happen.

In the future, maybe you should avoid gift swaps if it causes so much upset.

 

[Marionnette]

I don't think there is much at this store that I'll want. I've never been into stuff with my initials on it, really. It always makes me feel like I need help remembering how to spell my name or something. But if I get a store credit, I'll probably try to buy something that will make a good generic gift for someone else, down the road, or someone I know who has a birthday coming up. Your idea to donate is also good - at least then it would be a tax write-off for me, and someone can get some use out of it. I will do that before I throw it away, for sure.

Our family has never done lists as suggestions. And this relative has been in my family long enough to know that. We all shop right off the lists, which are tailored to the price range we spend in. I made sure there were plenty of things on there that were easy to find and commonly available. Heck, if she wanted to spend the whole amount where she got my gift card, I'd have been a-okay with that.

In terms of considering me special - well, if they want my business, they should. If they don't care to have my business, they can treat me however they want. Maybe they really just don't care, and that's their prerogative, just like it's mine to never shop there and to share my negative experience there with my friends.

It sounds as if they don't carry products that you like, so they really haven't lost a customer. That doesn't excuse poor customer service. But what you got was not poor customer service. What you have is an email that answered your question and you're interpreting that as poor customer service because they didn't sugarcoat the response.

 

[SaraJayne]

It's too bad that the boutique did not consider you to be special enough to bend their rules for. I guess they just bought themselves a lot of bad PR.

I guess it will be a real bummer if you get the receipt and find out that they do not offer cash for returns. You're liable to only get a store credit anyway. Then you'll be forced to choose something from their stock.

And I always thought that the wish lists were just for suggestions. It's unfortunate that the gift is not of your choosing. When I get something that is unreturnable and not my taste, I just donate it so that the Salvation Army can sell it to someone who will appreciate it.

 

[Leajess99]

It's too bad that the boutique did not consider you to be special enough to bend their rules for. I guess they just bought themselves a lot of bad PR.

I guess it will be a real bummer if you get the receipt and find out that they do not offer cash for returns. You're liable to only get a store credit anyway. Then you'll be forced to choose something from their stock.

And I always thought that the wish lists were just for suggestions. It's unfortunate that the gift is not of your choosing. When I get something that is unreturnable and not my taste, I just donate it so that the Salvation Army can sell it to someone who will appreciate it.

This!!

As far as the specialty boutique, it sounds like one in the mall here and I completely understand there policy. They are a small business and are trying to do their best but if they break their policy for you, you can bet there will be others and then the cycle begins and they end up losing even more money.

ETA: Even with a receipt, ours will only give store credit. Good Luck OP

 

[princessmom29]

I have to ask- is it really worth getting this worked up over a COFFEE MUG that was GIFT???

 

[Darcy03231]

This!!

As far as the specialty boutique, it sounds like one in the mall here and I completely understand there policy. They are a small business and are trying to do their best but if they break their policy for you, you can bet there will be others and then the cycle begins and they end up losing even more money.

ETA: Even with a receipt, ours will only give store credit. Good Luck OP

This is why when buying anything I always ask up front what the policy is. I can understand a store credit without a receipt, but if I have the receipt and can't get my money back there's no way I'm shopping there.

 

[Leajess99]

I don't think there is much at this store that I'll want. I've never been into stuff with my initials on it, really. It always makes me feel like I need help remembering how to spell my name or something. But if I get a store credit, I'll probably try to buy something that will make a good generic gift for someone else, down the road, or someone I know who has a birthday coming up. Your idea to donate is also good - at least then it would be a tax write-off for me, and someone can get some use out of it. I will do that before I throw it away, for sure.

Our family has never done lists as suggestions. And this relative has been in my family long enough to know that. We all shop right off the lists, which are tailored to the price range we spend in. I made sure there were plenty of things on there that were easy to find and commonly available. Heck, if she wanted to spend the whole amount where she got my gift card, I'd have been a-okay with that.

In terms of considering me special - well, if they want my business, they should. If they don't care to have my business, they can treat me however they want. Maybe they really just don't care, and that's their prerogative, just like it's mine to never shop there and to share my negative experience there with my friends.

Wow, sounds like the store is better off not having you for a customer since you feel you need to be treated special. I have a feeling you are young and have a lot to learn.

 

[ceecee]

I wouldn't give it another thought. Donate it to Goodwill and don't do a gift exchange again. I have bigger things to worry about!

 

[PatMcDuck]

Reminds me of a store around here called Burlington Coat Factory. Their policy was SO ridiculous, I just never returned to their store. I shopped for me, dH, and my 4 kids, so they DID lose out over the years. (it may be different now)

If I remember they would NOT allow any refunds even WITH a receipt. Even if it was the next day. Store credit only. I would buy for my kids, and if it did not fit, I was stuck. With 4 young kids, close in age, I did not take them into the store to try on clothing.... so I never returned there.

But I know the feeling, I fought with my bank today about a $35 charge, after the first employee said they NEVER refund their fees (yes, I understand SHE could not refund it, did not have the authority, but she said they never do). Which is a flat out lie, and I got REALLY mad, so I know the emotion the OP had! I got results with a supervisor, did OP speak the manager/owner? Sometimes that helps.....

 

[Stan Solo]

I know how the OP feels. One time I bought 20 picture frames for a project I was working on. When I got home I realized that I bought the wrong size. I went back to the store o the same day with my receipt to exchange them. I was told that they do NOT give ANY refunds or exchanges it was franchise policy! I was !

I then drove a few miles to the next store of the same franchise and they were happy to exchange them for me. Next time guess what store I will be going to.

 

[Madison'smommy]

I would hate to see how upset you get over something really important. Sorry you didnt get the gift you wanted or could use.... but before I got all worked up over something so trivial, I would give the cup to someone... anyone. Give it to a friend? Is there a kitchen at your work? Can you leave it in there for someone else to use for coffee or whatever during the day? I mean, I can still use a cup, even if it doesnt have "my" initial on it.

 

[Princesca]

In my case, while each of these things taken individually were trivial, the entire experience taken as a whole has been incredibly frustrating. And, as I said in my original post, I acknowledge that I'm not entirely pleased with my own reaction to all of this. But I'm human - it is the nature of being human that sometimes comparatively trivial things annoy us.

And they did lose a customer - potentially more than one. I have been in this shop before with friends, and would have gone again, but never again, now. I also have a lot of friends who live in that town, and I'm going to honestly tell them about my experience. I'm not going to make it out to be worse than it was, but it's fair that people are clear about the store's policies, and that they are not ever, under any circumstances, negotiable.

 

[Princesca]

To a PP - not young, but I have a master's degree in public relations and mass communication, and have studied many, many examples of outstanding customer service, so it probably tweaks me more than most people to see wasted opportunities to 'wow' a customer.

Also - I wasn't aware that writing a post on the internet is "all worked up". I was killing time before my DH got home, and figured, what the heck, why not see if anyone else has had similar experiences. I type 100 WPM, so it's not like I'm penning a magnum opus, here.