Anthro's new (not good) returns policy for Europe

I've actually never been to Europe, myself! But I'm going to France next year and was hoping to do some shopping at the Anthropologie in London, just to see what's different. Now, with their drastically different return policy, I'm kind of left with a bad taste in my mouth. And afraid of what's to come for the U.S., their main market.

Link: http://www.anthropologie.eu/en.....exchanges/
Basically, they've gone from a true "unconditional guarantee" (no time limit or tags requirements, same as Nordstrom on paper) to 90 days on full-price items and only 14 days on sale items. Plus final sale on earrings, cosmetics, and lingerie.

The change is pretty huge for sale-exclusive shoppers--of which, at Anthro, there are plenty (myself included). E.g., first cut brings down their dresses from a firm no to a considered splurge. I can't think of a comparable retailer with such a restrictive return policy, and certainly it makes me more inclined to shop at a company like Nordstrom which has consistently stood by its customer service.

What do you think: Is this return policy more in line with European shops? Will it come to the U.S. soon?

13 years ago

Julie

Veteran

With the drop in overall quality of garments, driven by the cheaper at any price mentality, the usual North American return policy is unsustainable. Get used to it. It's just another fallout from the race to the bottom on price, quality and customer service.

Keix

That's why I'm so disappointed--Anthro quality has been hit or miss lately, but there have been a few hits. And I can't see their prices going down as a result of the new policy... though I'm sure HQ will realize more profit by minimizing losses.

I agree that the usual policy is unsustainable if quality continues to drop. But I, as a consumer, will continue to search for quality and try my best to shop at retailers that stand behind their products. I was first attracted to Anthro for this very reason--I "discovered" it before Nordstrom or any other retailer in that price range--because their generous return policy impressed me with its guarantee of satisfaction (or else making it right).

Jyoti

(website)

I know what you mean about being disappointed. I don't even shop at Anthropologie often, but I lament the loss of good (for customers) retail policies. I guess I expect at that price point, I want the store to treat me very nice. xD

Scarlet

The normal return policy in Germany is 14 days for full price items (and lots of attitude for returning something) and no returns on sale items, so from that perspective Anthro still seems generous. I am sure you will discover some new shops in London or France too.

lyn67

That's really a bug if you're used to unconditioned return policy, BUT in Hungary(EU) two of my favourites shops (Vögele and Marks and Spencer) for example, have only 1 week(!!) return policy! Surely we have others like C&A or H&M chains which have 4 weeks for full price items, and usually 1 week for sale items. But strictly no returns on lingery, either!)
And, online clothing shopping (like Quelle, Otto, Bonprix) have usually 14 days return policy here.

Louise

It sounds as though it could be different in different countries. I read lyn67's comment about Marks & Spencer and here in the UK we get 30 days for a refund x

Kim

I don't think *any* store in my Canadian city of one million people has a return policy that is uncondtional. At the *very* best we can return in 30 days *with* receipts and tags attached (if we are a preferred customer) . The norm is 7-14 days including full priced items and most sales items. ALL earrings, and underpants and bathing suits are final sale. I am always surprised to hear that a store will take anything back after any amount of time and with no tags.

Sveta

Kim, Winners takes stuff back with tags not attached but presented. They will also give you a store credit if you return after 14 days - not bad for a discount retailer.
As for the return of swimmsuits and lingerie it may be different for in-store vs. online shopping. I have ordered swimsuits online from Long Tall Sally and returned the ones I did not like to the store without any problem.
But I agree, nothing like Nordstrom return policy!

Anonymous

If Anthropologie were to implement a return policy like this in the United States, it would only be because they believe their target demographic would put up with it and they could afford to lose the sales from marginal customers. I believe return policies are an integral player in the competition between retailers in the United States. If anything, I've noticed an increase in free shipping/free returns from online retailers and a broadening of return policies for many brick-and-mortar stores, like Burlington Coat Factory, for example.

Somewhat tangentially, I received a handwritten thank-you note from a Nordstrom customer service rep who gave me a price adjustment via the online chat function 2 weeks ago. Go figure. He was THANKING me for the opportunity to help me save an additional 33%. I love America.

RoseandJoan

This would still be an exceptional returns policy by UK standards! The US are very lucky in that respect.

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