Gift returns: Which retailers make the grade?
Filed under: Extracurriculars, Shopping
About $219.1 billion worth of merchandise is expected to be returned this year according to the National Retail Federation. Of that, $47.1 billion worth of stuff will come back to stores during the holiday season. With seasonal sales expected to be the worst in decades, 11% of retailers say they are going to loosen their return policies, more than triple the number from a year earlier. Making it easier to bring back unwanted goods could make companies more vulnerable to fraudulent returns, but that's a risk the companies are willing to take given their declining sales."Even though many chains intend to be less restrictive in enforcing return policies to the letter, don't expect them to start posting signs to trumpet any change in policy," writes Tod Marks, a blogger for Consumer Reports. "Retailers aren't about to relinquish their right to review on a case-by-case-basis any return that clashes with the store's written policy."
Not all return policies are created equal. Some companies are far more flexible than others which important to for shoppers to remember. Rules about specific types of merchandise are available on the Web site of most retailers. A valid receipt is needed for a full refund.
Store: Macy's
Policy: Allows customers to return goods within 180 days of purchase;
Fine Print: Company tracks good through stickers, enabling sales people to look up receipts for customers who have lost them, according to spokesman Jim Sluzewski;
Grade: A -- policy is generous and flexible.
Store: Kohls
Policy: Shoppers with an original receipt are eligible for full refunds or an even exchange. There is no time limit for returns.
Fine print: Customers without receipts and those with gift receipts will be granted an even exchange or Kohl's merchandise credit for returned items.
Grade: A -- policy is quite generous when compared with rivals.
Store: Barnes & Noble:
Policy: Returns are accepted at stores with an original receipt for cash refund or a gift receipt for the money to be returned as a gift card;
Fine Print: No time limit is specified.
Grade: A -- policy is generous
Store: Amazon.com
Policy: Extended holiday return period for the holidays. "We understand that many customers like to order holiday gifts early," says its Web site. Refunds take about four weeks to process but in many cases may come more quickly.
The fine print: Computer refunds must be made within 30 days of purchase; Some jewelry orders and groceries can not be refunded.
Grade: B -- Policy is adequate, with a little extra flexibility for the holidays
Store: Toys `R' US:
Policy: Customers have 90 days from the date of purchase to return most items with a valid receipt, but only 45 days for video games, DVDs, software, consumer electronics, electronic toys such as radio-controlled cars and breast pumps;
Fine Print: A merchandise credit will be issued for items purchased from a baby registry provided the return policies are met.
Grade: B -- policy is above-average compared with rivals.
Store: GAP
Policy: Unwashed and unworn clothes can be returned within 90 days of purchase with a receipt;
Fine print: Refunds without receipts will be issued in the form of a merchandise certificate.
Grade: B -- policy is just above adequate
Store: Wal-Mart
Policy: Most items can be refunded with a receipt within 90 days of a purchase (repair service is available through individual manufacturers).
The fine print: Sales of guns and ammunition are final.
Grade: C -- policy seems to just meet consumers' needs
Store: Borders
Policy: Consumers with a receipt can get refunds within 30 days of purchase; 60 with a Borders gift card.
Fine Print: Periodicals such as magazines and newspapers and digital downloads are not returnable.
Grade: C -- return policy is fairly standard.
Store: PetsMart
Policy: Spokeswoman Jessica Douglas said it has made some changes recently to the policy, including requiring a valid ID for any return without a valid receipt and Merchandise Return Card for any return without a valid receipt.
Fine print: There now is a mandatory 10-day wait period for any product originally purchased with a check.
Grade: C -- policy adequately serves customers
Store: Home Depot
Policy: Returns with valid receipts for 90 days from purchase, with the caveat: "We empower our store managers to do what is right for our customers, and the exercise this discretion at the store level every day," said Sarah Molinari, a company spokeswoman;
Fine Print: Custom-made products and custom-tinted paint can not be returned.
Grade: C -- policy meets industry standards
Lowe's
Store: Returns with valid receipts accepted up to 90 days from purchase, 30 days for gasoline-powered equipment;
Fine print: Major appliances with defects will be replaced within 7 days.
Grade: C -- policy is comparable to Home Depot.
Store: Target
Policy: Standard refund with receipt within 90 days of purchase, but as a bonus, the store can look up receipts for consumers who have forgotten them. "We do make it easier for guests that way," said spokesman David Fransen. .
Fine print: A receipt is required for ALL returns. It makes an exception for the return of two items (up to $35) per year without receipt.
Grade: C- -- The policy on non-receipt returns is very limiting.
Reader Comments (Page 1 of 1)
11-25-2008 @ 7:29PM
Sandee said...
Your Borders policy is out of date.The policy changed at the end of September. Within 30 days, WITH RECEIPT, you can get a full refund. After 30 days or without a receipt, we can not take a return. Info about periodicals and such is still accurate.
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11-26-2008 @ 11:29AM
judith said...
How in the world can you do an article about the ease, or lack thereof, of making a return and not even mention the store that set the gold standard for customer service in that circumstance (and any other, for that matter): Nordstrom. ?!?!?!?!
That omission makes me question the veracity of the entire article!
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11-26-2008 @ 12:28AM
Stacy said...
I almost fell out of my chair when I saw you had Macy's as having best return policy. About 6 years ago my mom bought me a dress from Macy's to wear to a formal dinner party. I ended up not going and not needing the dress. When I went to return it, approximately 2 weeks later, tags still attached, with the receipt they told me I was past the 10 time frame for returns. I asked if I could at least exchange it for something I might actually get to wear, or use. I was told no. Too this day that dress is my closet with the tags still on it, never worn. Not only would I never shop at Macy's again, I would never recommend them to anyone again.
Stacy
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11-26-2008 @ 3:08AM
DON said...
I bought a Bissell carpet cleaning machine at Big Lots for $19.99. The machine leaked water thru the vents of the electric motor so it was defective. Also it make a loud noise. I misplaced the receipt but I decided to return it anyway. I was driving by the Vista, Ca location so I stopped in
there. I told the clerk I was making a return and I had no receipt. She was rude and said that nothing could be returned
without a receipt. I said I bought it on a credit card and if I could I use my statement to prove I had purchased it. The answer was no. The clerk did give a 800 number which consisted of a message telling me to leave a my name. At home I looked up their direct number and the name of CEO, Stephen Fishman. I called the number. It took 20 rings for someone to answer the switch board then she connected me thru to the executive office. No one answer at that connection.
I had called 5 times and it is always leave a message.
I called the California district mgr, and no return call. I finally did
find my receipt and returned the item. At that store I was told
they could look it up by credit card number. They said the Vista store employee was probably too lazy to do it. I feel the
out of store personnel isolate themselves from customers . I rate their return policy and employees an "F". Also the store was selling out of date food items at the checkstands.
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11-26-2008 @ 3:23AM
j said...
While cleaning out our closet of children's clothes for the year we ran across 5 or 6 items from Nordstrom's that still had their tags but would no longer fit our boys.
Before dropping them off at good will I decided to try returning them.
They did not need a receipt.
They did not need my Driver's liscense.
They gave me back full credit.
It was a wonderful experience- something you don't get elsewhere when you go shopping now a days.
Please include this with your article.
Nordstrom's- A++ - what other store's should strive to be.
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11-26-2008 @ 3:58AM
C.Paribello said...
The Barnes and Noble policy is also out of date. 30 days for any type of refund or return and not a day later!!
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11-27-2008 @ 2:58PM
bikerchick said...
Wildman's Leather and Lace - Columbus, Ohio. This company has the worst return policy I have ever experienced which is no returns at all. I tried to return an item one time and was told the item stank of cigarette smoke (I don't smoke) stank of perfume, and the tags were removed so I could wear the item to a party because it had "obviously" been worn.They were removed, but I kept them and the receipt. The item hung on a hanger until the next day when I tried (unsucessfully) to return it. Even the intervention of the Better Business Bureau did not make them budge. Store employees told me to sell it on E-bay.
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11-28-2008 @ 11:26PM
Amy said...
I couldn't believe all these other stores were given such great ratings and Bed, Bath and Beyond wasn't even mentioned. They can look up most purchases for a return and it they can look it up or you have a receipt they will give a refund no matter how long ago it was purchased. They will exchange anything if it is an item they sell. No one has a better policy.
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11-29-2008 @ 11:16AM
Brian said...
Lowe's has refunds without receipt and a Valid State issued or Military I.D. Also, if your receipt is lost, it can be retrieved through your CC or phone number, if you choose to give it. You will be refunded the original form of payment with a receipt.
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12-02-2008 @ 8:05AM
Michele said...
I recently returned an internet mailorder from Sitstay.com. The article was a service dog harness that was too difficult for me to use to "dress" my service dog (I have MS and a spinal cord tumor).
Last night I received an email which (in part) stated the following."I'm sorry, I can't refund for the Web Master Harness, it's an old style that we don't carry any more. This is posted on our Returns page. If you'd like us to ship it back to you, let us know in an email. Shipping costs will be charge. Shipping cost is $7.78. If we don't hear back from you by December 8, we'll donate the harness to rescue."
I have never read the returns policy of a website before purchase and II have never encountered this type of restriction on a return policy. I wonder if this is even legal? Maybe the reason they no longer carry this harness is because their disabled customers had trouble using it!
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12-02-2008 @ 11:24AM
S. Steppelman said...
My daughter bought a new stove and new refrigerator from Sear's. The stove smoked the first time she used the broiler and the stain will not come off, no matter what she has used to remove it. The ice breaker broke immediately and they fixed it to no avail. She was promised two brand new appliances which she never, ever received...It has been a NIGHTMARE!! The moral to this story is: NEVER, EVER, EVER EVER BUY ANYTHING FROM SEAR'S. She is stuck with an ugly stove and an ice maker that does not work and promises that were not kept. PLEASE DO NOT BUY THERE.
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