Walmart Vent/Question

[kwelch10377]

Is this a posted policy? Until, I read this thread, I had no idea about getting stickers from the greeters. I completely understand the reasoning since stealing is so common. Macys puts stickers on the tags at the time of purchase which are required to be present if someone makes a return.

I can see where the OP was confused since she was already in the store. A dishonest person could walk in the store, pick an item off the shelf for which they have a receipt, be sent to the greeter and get a sticker so the refund could be processed. It seemed like a moot issue at this point.

I don't know abotu other stores, but it was not posted where I could see in this store. I did look up on there website to see if there was anything there and there isn't.

http://walmartstores.com/7658.aspx

I work in Store Operations for a major retailer and part of my job is dealing with policies and procedures so I know that stores have them in place for a reason, that being said they need to be communicated to customer as to prevent issues like this. All that would need to be done it post a sign both a the front of the store as you enter and at the customer service desk at the point where you would get in line. Sure you will still get people saying they didn't see the sign, but then it would be their fault for not paying attention.

 

[Heidict]

Nope, never had to get a sticker before and I have returned things in CT and NH without any problems. Even said hi to the greeter as I walked over to the customer service area with my return. No problems.

I would never think to call a Walmart to question what I should do with a return.

 

[Coconut36]

Is this a posted policy? Until, I read this thread, I had no idea about getting stickers from the greeters. I completely understand the reasoning since stealing is so common. Macys puts stickers on the tags at the time of purchase which are required to be present if someone makes a return.

I can see where the OP was confused since she was already in the store. A dishonest person could walk in the store, pick an item off the shelf for which they have a receipt, be sent to the greeter and get a sticker so the refund could be processed. It seemed like a moot issue at this point.

It might seem moot but the worker is likely required to verify the sticker is present. If she was audited or observed or found to not be complying with the store procedures for handling returns she runs the risk of losing her job or facing other consequences. I haven't worked at Walmart specifically but I have worked for other retailers and returns are generally considered serious stuff and you must have certain things happen to process a return..if you process one outside of the procedures you can get in serious trouble. She may have thought it was stupid to send her back as well but had to do so.

 

[Coconut36]

Nope, never had to get a sticker before and I have returned things in CT and NH without any problems. Even said hi to the greeter as I walked over to the customer service area with my return. No problems.

I would never think to call a Walmart to question what I should do with a return.

I wouldn't because I know it..but if I am returning something to a store I am not familiar enough with to know how returns work I would consider calling or would consult an employee when I enter the store. It's not so hard to do so that I am sure I have what I need or do what I need to do to get it processed quickly.

 

[cluvsdisney]

It might seem moot but the worker is likely required to verify the sticker is present. If she was audited or observed or found to not be complying with the store procedures for handling returns she runs the risk of losing her job or facing other consequences. I haven't worked at Walmart specifically but I have worked for other retailers and returns are generally considered serious stuff and you must have certain things happen to process a return..if you process one outside of the procedures you can get in serious trouble. She may have thought it was stupid to send her back as well but had to do so.

I understand all that. Just from the customers' perspective, I would be annoyed if I waited on a line and then sent off the line to follow an unposted policy (the OP said it wasn't posted in their store nor is it on their website) to prevent theft when I had the opportunity to actually steal. At that point there's no real way of knowing if I brought the item into the store or picked it up on the way to the return desk.

 

[kwelch10377]

You couldn't see it when you entered the store or at the customer service desk? You couldn't call the store prior to going to understand what you needed to do? You couldn't ask an employee upon entering (as most people do when they enter a store with merchandise as they do not want to be accused of stealing it)? There were plenty of options available to you to understand how it works.

The onus is always on you, just like ignorance of the law doesn't exempt you from it, ignorance of a policy in a store doesn't exempt you from it and there are many viable options to find out how to handle it.

I have worked retail many times (I like to work seasonally) and I know that it's easy enough for a consumer to find out the return policy and I also know that when you work returns you are subject to specific rules and procedures you absolutely must follow or you could face serious disciplinary action if you are found to have not followed them. She was doing her job. It isn't her fault you didn't have the sticker.

I have worked in retail for 17 years, both in stores and at the corporate office, I know how things work, I know how to look to see what a stores policy is. If a store doesn't post there policy (which this store did not) that is on them not me. When I am going to return something, I will look at the receipt see what the policy is and then go to the store, go to the return counter and return my items. Why should I have to call to see what the return process or ask an associate? If I need something clarfied I will, but there was no indication that anything needed to be clarified or that there was another step in the process that wasn't included under the return guidelines.

The fact is a sign needed to be posted in the store and there was not one. I looked to make sure I didn't miss something. The ignorance here is not on me. I have worked in retail long enough to know how to educate myself as a consumer and how retailers SHOULD be communicating their policies to customers.

 

[npmommie]

This sounds crazy to me! You were already at the counter for the return. Why - at that point - was a sticker so important?

If there was a protocol that MUST be followed - the sticker person should have brought one to you. You should not have had to "go get a sticker".

WalMart personnel got that one wrong as far as I'm concerned.

agree with this. seems odd to get the sticker once you are already at the counter.

I don't know if our walmart does this or not, I have never been given a sticker.
I always park at the garden center door, I rarely come in the front door.

I made 2 returns within the last month with receipt and both times I walked in the back door through the store with my bagged return, and went to the counter and did the return. never once did any greeter come to me to give a sticker,
I know there is a greeter, I have seen him, he stands beyond the customer service counter, not directly by the door.

anyway, glad you mention this, I do have to go exchange a TV I bought last night, I have receipt, it doesn't work right, so I want to get a different one, I will see what happens when I walk in with a tv.

 

[npmommie]

I have worked in retail for 17 years, both in stores and at the corporate office, I know how things work, I know how to look to see what a stores policy is. If a store doesn't post there policy (which this store did not) that is on them not me. When I am going to return something, I will look at the receipt see what the policy is and then go to the store, go to the return counter and return my items. Why should I have to call to see what the return process or ask an associate? If I need something clarfied I will, but there was no indication that anything needed to be clarified or that there was another step in the process that wasn't included under the return guidelines.

The fact is a sign needed to be posted in the store and there was not one. I looked to make sure I didn't miss something. The ignorance here is not on me. I have worked in retail long enough to know how to educate myself as a consumer and how retailers SHOULD be communicating their policies to customers.

I completely agree, the burden is on the store to post their entire return policy.
you should not have to call to clarify it, if its posted thats what you follow.
If there is no sign saying you need a sticker then that is the store's issue.

I don't work in retail, but have seen enough of those consumer shows to know that is the way it goes.

 

[Coconut36]

I have worked in retail for 17 years, both in stores and at the corporate office, I know how things work, I know how to look to see what a stores policy is. If a store doesn't post there policy (which this store did not) that is on them not me. When I am going to return something, I will look at the receipt see what the policy is and then go to the store, go to the return counter and return my items. Why should I have to call to see what the return process or ask an associate? If I need something clarfied I will, but there was no indication that anything needed to be clarified or that there was another step in the process that wasn't included under the return guidelines.

The fact is a sign needed to be posted in the store and there was not one. I looked to make sure I didn't miss something. The ignorance here is not on me. I have worked in retail long enough to know how to educate myself as a consumer and how retailers SHOULD be communicating their policies to customers.

Then as someone who works in retail you know full well that the employee has strict procedures she must follow and having the sticker was apparently one of them.

As a retail worker you should know that she could suffer consequences for taking your return without the required sticker and thus had to send you back. If anything as someone who has worked 17 years in retail you should have understanding of her position and how employees are bound by procedures and rules and not contempt it didn't go your way.

The Walmart I frequent has a notice on the door and one near the carts as well to take returns to the greeter before entering the store. Can't speak for other Walmarts as I don't know and I just happened to have a non receipt return recently so I was particularly aware of what was posted in the store regarding the return policy.

 

[Coconut36]

I understand all that. Just from the customers' perspective, I would be annoyed if I waited on a line and then sent off the line to follow an unposted policy (the OP said it wasn't posted in their store nor is it on their website) to prevent theft when I had the opportunity to actually steal. At that point there's no real way of knowing if I brought the item into the store or picked it up on the way to the return desk.

No there isn't..but if that employee working returns was audited she needs to be able to say/prove/demonstrate that every return she took had that sticker on it. Like I said..it's entirely possible she felt it was stupid and defeated the purpose to send her back but is likely bound by the rules of her job. For all we know she felt bad and wanted to say OK and help her but couldn't do it.

 

[kwelch10377]

Then as someone who works in retail you know full well that the employee has strict procedures she must follow and having the sticker was apparently one of them.

As a retail worker you should know that she could suffer consequences for taking your return without the required sticker and thus had to send you back. If anything as someone who has worked 17 years in retail you should have understanding of her position and how employees are bound by procedures and rules and not contempt it didn't go your way.

You are totally missing the point of my vent......I had no issue with the assocaite needing to have the stickers. My issue was with the fact that no where did it say I needed to get the stickers before I got in line to make the return. If there was a sign posted at the door or when you got in line the issue with the girl having to send me out of line and then me having to wait again would have been avoided or it would have been my fault because I didn't read the sign.

 

[npmommie]

Then as someone who works in retail you know full well that the employee has strict procedures she must follow and having the sticker was apparently one of them.

As a retail worker you should know that she could suffer consequences for taking your return without the required sticker and thus had to send you back. If anything as someone who has worked 17 years in retail you should have understanding of her position and how employees are bound by procedures and rules and not contempt it didn't go your way.

The Walmart I frequent has a sign outside and one near the carts as well as I believe a small one posted at the returns desk as well. Can't speak for other Walmarts as I don't know and I just happened to have a non receipt return recently so I was particularly aware of what was posted in the store regarding the return policy.

even though she knows procedures must be followed, in this instance it would have made more sense to call the greeter over to the counter, get the stickers, and proceed with the return.
it is not the customers fault the policy is not posted or that the greeter missed her when when she came in.
customer service is sometimes lost. walmart or not they should still try to please a customer.

 

[Coconut36]

even though she knows procedures must be followed, in this instance it would have made more sense to call the greeter over to the counter, get the stickers, and proceed with the return.
it is not the customers fault the policy is not posted or that the greeter missed her when when she came in.
customer service is sometimes lost. walmart or not they should still try to please a customer.

I don't know how your Walmart is set up but in mine the return is smack in the middle of the front part of the store..the greeter has a significant trek over there from either entrance (the one I go to is a "super" so it is pretty large) and then what happens to the other people walking in with returns when there is no greeter present because they are over in customer service putting a sticker on something? Do they call a back up greeter or someone to watch for returns while this happens?

Logistically it doesn't make sense to call the greeter over IMO but to send the customer back to get what they needed instead.

 

[Dragonfly_34]

In the OP's case, I think it was pointless to make her get the stickers since she had the receipt and could "prove" that the items had legitimately been purchased. I had a strange experience with the Wal-mart sticker system the other day though. I was returning a number of items and stopped by the greeter to get the stickers. He scanned one of the items, then asked if I had purchased it at that location or at the Wal-mart across town. I didn't know (my husband bought the items) so I looked at the receipt and sure enough, the purchases had been made across town. I wasn't sure why it mattered though since I had the receipt ~ I didn't think I had to return it to the same store it was purchased from.

 

[npmommie]

I don't know how your Walmart is set up but in mine the return is smack in the middle of the front part of the store..the greeter has a significant trek over there from either entrance (the one I go to is a "super" so it is pretty large) and then what happens to the other people walking in with returns when there is no greeter present because they are over in customer service putting a sticker on something? Do they call a back up greeter or someone to watch for returns while this happens?

Logistically it doesn't make sense to call the greeter over IMO but to send the customer back to get what they needed instead.

oh ours is a small regular walmart, not super. so when you come in the front door the customer service desk is right there, and the greeter is standing right in the area just after it, so only steps away. not far at all, he can see you come in and see you get into line, so if a sticker is needed he is only steps away.
but like I said, I have never been given a sticker, and never saw sign saying a sticker is needed.

In the OP's case, I think it was pointless to make her get the stickers since she had the receipt and could "prove" that the items had legitimately been purchased. I had a strange experience with the Wal-mart sticker system the other day though. I was returning a number of items and stopped by the greeter to get the stickers. He scanned one of the items, then asked if I had purchased it at that location or at the Wal-mart across town. I didn't know (my husband bought the items) so I looked at the receipt and sure enough, the purchases had been made across town. I wasn't sure why it mattered though since I had the receipt ~ I didn't think I had to return it to the same store it was purchased from.

I don't think a return has to come from the same store.
we live quite close to NH so sometimes I go to walmart in NH and sometimes in my own state. and I have returned things to my walmart that I bought in NH, no problems.
I don't do it in reverse because we pay sales tax, and they don't so I wouldn't get the tax portion refunded if I returned an item in NH that I did't buy there.

 

[Wadecool]

I don't know how your Walmart is set up but in mine the return is smack in the middle of the front part of the store..the greeter has a significant trek over there from either entrance (the one I go to is a "super" so it is pretty large) and then what happens to the other people walking in with returns when there is no greeter present because they are over in customer service putting a sticker on something? Do they call a back up greeter or someone to watch for returns while this happens?

Another reason why the greeter cannot bring the sticker to customer service is they are not allowed to leave their post at the entrance/exit unmanned.

 

[Wadecool]

In the OP's case, I think it was pointless to make her get the stickers since she had the receipt and could "prove" that the items had legitimately been purchased. I had a strange experience with the Wal-mart sticker system the other day though. I was returning a number of items and stopped by the greeter to get the stickers. He scanned one of the items, then asked if I had purchased it at that location or at the Wal-mart across town. I didn't know (my husband bought the items) so I looked at the receipt and sure enough, the purchases had been made across town. I wasn't sure why it mattered though since I had the receipt ~ I didn't think I had to return it to the same store it was purchased from.

It doesn't matter if you bought the item at a Wal-Mart in California and return it to a Wal-Mart in Florida. Its all the same to them.

 

[mamamary]

I shop at Wal Mart once in a while. When I have taken returns back and come in the front entrance the greeter is usually right there at the door and gives me the sticker. A couple of feet away is customer service. Now the last few times I've come in the front with a return there has not been a greeter and I had no problem returning. But i do usually park by the garden entrance as the parking lot is usually empty on that side. They don't have a greeter at that doorway so you take the merchandise thru the whole store to get to customer service.

 

[sbell111]

This sounds crazy to me! You were already at the counter for the return. Why - at that point - was a sticker so important?

If there was a protocol that MUST be followed - the sticker person should have brought one to you. You should not have had to "go get a sticker".

WalMart personnel got that one wrong as far as I'm concerned.

I disagree. The customer service person has a procedure she has to follow. That procedure obviously states that she cannot process a return unless teh sticker is present. She was accomodating to the OP in that she didn't make her wait in line all over again. She was placed in a difficult situation and handled it the best way that she could.

I have always known that when you are making a return at Wal-Mart that you are supposed to see the greeter upon walking in. Only becaus most of the time, the greeter catches me and asks to see what's in the bag and put the stickers on the item(s).

Same goes with Best Buy and likely loads of other retailers.

I work in Store Operations for a major retailer and part of my job is dealing with policies and procedures so I know that stores have them in place for a reason, that being said they need to be communicated to customer as to prevent issues like this. All that would need to be done it post a sign both a the front of the store as you enter and at the customer service desk at the point where you would get in line. Sure you will still get people saying they didn't see the sign, but then it would be their fault for not paying attention.

Given that you work in store ops for a retailer, I'm completely confused as to why you started this thread. You likely understand why she did what she did even if your store doesn't share the policy.

In the OP's case, I think it was pointless to make her get the stickers since she had the receipt and could "prove" that the items had legitimately been purchased.

No she couldn't. She could only prove that she purchased an item like that one. Without the sticker, they don't know if you walked in, took the item off the shelf, and then presented it and last week's reciept for a refund.

 

[kwelch10377]

Given that you work in store ops for a retailer, I'm completely confused as to why you started this thread. You likely understand why she did what she did even if your store doesn't share the policy.

As I have already stated I started this thread because I was annoyed that they did not post a sign stating that I needed to get the sticker before I got in line. I am not sure what is so confusing about that. If that had been done the whole issue of me having to get out of line would have been avoided. it is not the policy I am venting about, it is the lack of communication of it.