Habitual returners - YouLookFab Forum

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Habitual returners

Makrame

Veteran

I was having a conversation with DH about the leather jackets that I have been ordering and returning and he asked me whether the stores will come after me for buying and returning things. I was surprised but then remembered that a few years ago retail stores were really cracking down on habitual returners, even banning them from shopping. I have read that lately they have reversed these policies because they were hurting the sales and driving away customers.

I am curious about what effect habitual returners have on the retailers' bottom line (vs. the effect of the extra sales driven by generous return policies). I know that if it was not for Nordstrom's return policy, I would not shop there at all since we have no Nordstrom retail stores within driving distance. As it is, I have directed most of my clothing budget to Nordstrom, and the free shipping/returns+no questions asked return policy is the driver. Reminds me of how we usually buy outdoor gear from LLBean because of their unconditional guarantee.

On the other hand, I think many people believe that habitual returners hurt retailers and that it is somehow "unfair" to buy things with a fairly clear intention of "trying and returning". I will say that I almost never return things that have been worn but even so, I have been burned a few times by situation where clothing shrunk after the first wash and could no longer be returned to places like the Loft. Again, for that reason I am more likely to purchase from Nordstrom or even Brooks Brothers if I am not sure whether something might shrink (both have unconditional return policy).

I have totally switched to "buy, try on at home, take photos, return if not perfect" mode of shopping rather than "buy if it looks good in the store, keep no matter what" mode.

What do you think?

Shopping

22 replies

Latest reply was from Makrame

Anonymous

I don't think I've ever purchased anything with the intention of returning it, but sizing and fit is so inconsistent that I very much see the wisdom in adopting a "buy, try at home, take photos, return if not perfect" mode of shopping. Because the local stores don't carry anything stylish in my size, I'm forced to shop online, and do not have the benefit of trying something on in the store's dressing room. Therefore, I only shop at stores that have excellent return policies. They need to make it easy for me to shop, or I'll go elsewhere.

bj1111

Veteran

i buy (and keep) more from a store with a generous return policy. it gives me a chance to try something that i'm not sure i will like and about 50% of the time, i give it a home.

nordies has an unofficial policy of looking at "abusers" but i'm not aware of anyone being denied ordering/returning. by abusers, i think they mean people who habitually wear the goods, even soil them, then try to return them. in essence, bad faith buyers.

i do think that a generous return policy is one price of competition.

Mo

(website)

Veteran

I hate to return because most often it's not free. But I still do if the item doesn't fit. I've never returned something after washing or removing the tags and wearing it.

JulieJohn

Veteran

Generosity as a way of being competitive is making my head spin. ;~)

I once heard Nordstrom would take back an item even if they were pretty sure you bought it somewhere else. When questioned about this policy, they stated that they want you to have money to spend in their store, not elsewhere.

And let's not forget the girl math factor (pun intended): if you return something, you have $$ in your hand, feels like free money. You are more likely to buy something that costs $$$ now than you originally would have. Hope that made sense, only on second cup of tea this morning.

Makrame

Veteran

This got me thinking about returning items after wearing. I think I have done this a handful of times.

Last year I returned a sweater-jacket to Loft because I washed according to label directions (before even wearing it once) and it shrunk to a couple of sizes smaller. I was upset because I was trying to be very deliberate in my purchases and not waste my shopping dollars. Normally Loft does not take returns on washed clothing but they agreed it did not perform as expected.

I have also returned one shirt to Brooks Brothers because it shrunk by a size after the first wash (without wearing) and exchanged it for next size up. I have returned one shirt to Nordstrom because it completely fell apart after a few washes and when I tried mending it, the fabric just continued disintegrating.

I think that's about it.

Makrame

Veteran

Yes, JulieJohn, I agree about the girl math factor, too.

As far as buying with clear intention to return, I think ordering multiple sizes (which I do often) is certainly an example of that.

Sylvie

Veteran

Retailers have to build the cost of shipping/returns into their clothes.

Nordstrom gets a lot of my business because of their free shipping/returns, transparent inventory system and price matching. I've paid full price for garments that I know would have been more than 50% off if they hadn't sold out before going on sale. That's the margin that makes up for what I keep/return and the items that I do buy at Rack prices.

I'm sure stores would rather have me buy 10 items, try them on and return 8 of them within a week. However, I can certainly understand why they would crack down on people who return 90% of what they buy, multiple months afterwards, after obviously wearing them. Or people who treat them like a handbag rental service.

cciele

Veteran

Guilty here of habitual returning! The majority of the things I buy online I end up returning. It's hard to determine fit, color, and texture from an online photo. So I end up ordering multiple sizes, colors, and styles and compare and contrast at home.

I do try to not abuse the system, particular for stores with generous return policies because I really appreciate those policies (wave to Nordstrom and REI). I've only ever returned two items for failure to perform

Kim

Veteran

I would think if the store was trying to discourage "habitual" returners they would stop offering free shipping. That would effectively put an end to it as I wouldn't buy 3 sizes of the same thing having to pay shipping and return shipping for the two I didn't need....

I think that there's a small enough margin on "returners" that they feel the free shipping policy encourages more people to pull the trigger online on impulse, and that buy will probably sit in their closet if it doesn't turn out to be a good fit, etc. I can't tell you how many people I know that simply are embarrassed to return anything and therefore never do. They more than make up for the things I return (unworn and within the stores time frame.)

In Canada (and the U.S too if I remember right) the stores are not obligated to offer a return policy but they do it to compete for business. I've shopped at a few stores that have that policy. Return policy is always a consideration for my shopping purchases. Stores with a poor return policy rarely get my hard earned cash.

shedev

Veteran

My Nordstrums encourages buying of multiple sizes and returning what doesn't fit. They run a little high for my budget but you gotta love their customer service.

catgirl

Veteran

I do this because we have so few retail stores here. What else can I do? Nordstrom gets a lot of $ out of me because I can try stuff on so easily and return it with no questions asked. I end up keepng more than I return from them.

I think habitual returning (of unused items, on a timely basis) is different than returning something after use for no reason. I was at a wedding where a guest proudly proclaimed that they'd be returning their used dress to Macy's after the event. REALLY?

Ann in New England

Recently I've seen retailer promotions that tout "free shipping and free returns." Boden does this often -- usually you pay shipping on returns (or they deduct $8 from the credit), but every once in awhile they have a free return promo. I saw a similar promo today from (I think) JCrew -- "free returns on shoes," or something like that.

In many cases (with mail order) I will order an item in multiple sizes or colors and return what I don't want. I just did this with Boden -- I ordered 4 cardigans because I couldn't tell if the colors on the screen were accurate. I'll look at all 4 and decide which to keep. I suspect that I may keep more than one. If I had to pay for returns, I would have just ordered the one (if any).

Laura (rhubarbgirl)

(website)

Veteran

I think Zappos was one of the first online retailers with free shipping and returns - makes a lot of sense especially when people weren't used to the idea of buying shoes online and worried nothing would fit. I'm sure catalogs/online are used to a high return rate.

As far as stores go I know that different parts of the world have different policies. I am pretty apt to bring something home, try it again, and then return it if it doesn't work with the envisioned outfit, or I have buyer's remorse, or whatever. I never wear something out before returning it and I try not to abuse the return policy.

renae

I am definitely a serial returner. Usually it is because even if I tried it on in the store, I change my mind when I get home. When I order online, I don't order more than one size, because I feel guilty about that. But I noticed on the receipt included in my latest Gap order, one of the return reasons I can check is "Ordered Multiple Sizes & Colors". I should have done that, because I ordered the same size in two different pairs of jeans and one fits and the other doesn't!

shiny

Veteran

My wedding dress (champagne colored cocktail dress) was a wear-and-return. I got it at Macy's for 90% off. It had no tags. Lipstick on it. And smelled like cheap hooker perfume and bar smoke. Very clearly someone had worn it, and returned it. Macy's told me if dry cleaning did not remove the lipstick, I could return it.

I am one of those who should return more, not less, often. I have this habit of removing tags, because I cannot see what the garment looks like with tags in the way, or I'm all excited, then I cool, and wind up with an orphan. Or I carry something around in the back of my car, intending to return in person at the store, and then I feel guilty because it took too long and now the item is surely all wrinkled...

Keix

Veteran

The last item I returned after removing tags was a pair of TOMS shoes that I had bought from Nordstrom. After a few months both soles had huge horizontal cracks in them, and my last pair of TOMS lasted two years before the canvas (not the sole) wore through. That was unacceptable quality to me, and I mailed them in with a different return (shoes that didn't fit). I'm glad that I chose to buy the shoes from Nordstrom rather than Amazon, since I was paying retail price regardless.

Thistle

Veteran

I am a serial returner, and I have no guilt over it.

Many items I purchase are not carried in the stores in my size. Other stores only stock part of what you see i their online offerings. How else do they expect me to try it on and know if it fits if they don't carry it?

Also, I do not live in a big city. We simply do not have too mNy stores to choose from unless you are willing to drive 3+ hours to Chicago. As such, if retailers want to sell to me, they will need to meet Nordstrom's and Zappos policies, I buy a lot from these retailers simply because of their return policies.

Jjsloane

Veteran

Having worked in retail I am a conscious returner. I purchase with the intentions of keeping, but sometimes it just isn't meant to be. I am mindful of the company policies and am never trying to put one over on the store. I do however return items with no return limit later than 90 days (usually kid items to LL Bean or Hanna Andersson) because this is their policy (and I know they can resell at least at what I paid or more). If I am unhappy with quality of an item I will give my opinion to the manufacturer or vendor. I do not do this with the expectation of a full refund, however have been impressed with some who honor their quality and give replacements or credits. I'm disgusted by those who game the system looking for discounts and freebies they are not entitled to in the name of "I'm unhappy with your product and will tell everyone".

Makrame

Veteran

Jjsloane, I don't know why but your post made me think of one series of returns DH and I had to make. We moved to a new house and needed a dehumidifier for the basement. Went to a store, got one, brought the box down into the basement, unpacked, and found that it had a giant crack in the top! Like someone had sat down on it. Brought it back, picked out another one, opened the box at home only to find that it too was broken. By that point in time we were so tired of lugging these things around, I would really love to have someone pay us back for the time and effort.

We did get a working dehumidifier on the third try, though.

Traci

Veteran

I think some stores practically encourage you to make returns with their "Free shipping over $xx.xx" promotions. I toss an extra size or color in the shopping bag to try out knowing there's a very good chance that it will get returned. I love zappos and nordstrom for their generous and easy returns. It definitely earns them more of my shopping dollars.

Given the choice, I would pay $8 more for an item with free shipping and free returns, rather than pay $8 in shipping that I won't get back if it doesn't work. I love free shipping and returns because it completely eliminates the risk of losing anything for me. If I love it, I'll still love it if it cost $8 more and if I don't like it I'm out nothing. Win Win!

KathyL

Veteran

Very timely question, Makrame! I returned over $200 in online purchases to the Loft today. I have another order on the way, and I know that at least half will be returned as well. These days, I buy most of my clothes online because 1) its faster to click on a button then go to the mall, sort through clothes and try them on and 2) petite selection is so much better online. I buy multiple things in multiple sizes, and like Traci, I will buy extra to get over $XX amount for free shipping. I have no guilt over these returns. I don't, however, return things that are worn.I have friends who return their kid's shoes to Nordstrom after they outgrow them. That's just wrong!

Makrame

Veteran

BTW, with the Loft, I am kind of surprised that they don't offer any options for ordering items to be shipped to the store. I guess they have no internet connection so cannot place orders from the store online (which is understandable and probably true for a lot of retail stores) but I am somewhat surprised they won't place orders over the phone. Seems like this would allow them to sell more merchandise to people who don't want to pay for shipping.