My first return - YouLookFab Forum

Category

Shopping

My first return

Brin

I learned the principle here at YLF and I think it's a really good one: If there's something you see when shopping that you think will fit in with one of your capsules (or in my case with a problematic item), you buy it and take it home to test-drive. If it doesn't work out well enough, you take it back to the store and return it. (This gave me an "aha!" moment, since I had never returned anything before. If the garment didn't work, it would hang in my closet for a year or two and then be donated.)

When you return an item, is the store staff always unpleasant? I know I have nothing to compare this to, but the staffperson actively indicated that I should have known the garment wouldn't work before I took it home. (It was a little black crop top, and I wanted to see if maybe going cropped was a thing that would suit my picky skirt). I even wrapped the top up again in the tissue that it came in! Anyway, she was very sniffy, offputting and borderline rude -- and ever since I have been thinking about what I should have said

This was at Ann Taylor. At a different store I didn't know so well, I would simply choose not to shop there again. But a good proportion of my wardrobe is from AT and I find it a very useful source.

What other experiences have people had with returning items?

Shopping

27 replies

Latest reply was from Gaylene

Murph11

Veteran

It is your right to return within the store's policy. Let's hope this was an isolated incident. I've had no problem with AT returns.

Liz

Veteran

As you do more returns, you'll get "hardened" a bit more to the staff's reaction (if there is one). If it's the store's policy to accept returns, it's your right to make them.

A SA will always ask, "Was there anything wrong with the item?" or "What is the reason for your return?" If yours did this, please don't see it as an indication that you should have known better. They often have to enter a reason code into a database, or have to know if there's a reason not to return the item back to stock. Of course, if she was having a bad day, or is just a brusque person, she could have gone beyond that simple question in her response. Please don't let it stop you from returning items.

Anonymous

Hmmm, I don't think I've ever had an SA be quite so rude as that...she may have just been a naturally grouchy person... but I've been questioned a fair bit. I try to brush it off. You're totally within your rights to return items.

Gail

Veteran

That was rude behaviour . I have no problem returning items as long as I have the receipt and I am following the stores return policy. As Diane and Liz said the SA could have possibly just been having a bad day.

Anonymous

Sorry you had that experience. I'm a veteran of many returns (very picky shopper here, and I also tend to get buyer's remorse). The ones I've done in-store have been handled politely and efficiently 99% of the time. (I don't expect them to be thrilled about it, but that's okay.) I always make sure the tags are on, and everything is in order so they don't have any reason to have an issue with my bringing it back. But there's always someone out there having a bad day, so I guess you have to be prepared for attitude now and then.

Mochi

Veteran

Never in recent memory had a single problem. People have always been super nice about it.

Angie

(website)

Fashion Stylist

You have every right to return an item that is within the stores return policy.

I have had no unpleasantness at all with returning items in the US. SAs are soooo nice about it.

Brin

Thanks everyone for being so encouraging. It did seem like there was some tension between the SAs as I approached the counter, so the bad-mood theory could easily be right. I will continue with my fashion explorations and make sure to leave the tags on until I am quite sure the item belongs in my wardrobe

Eliza

Veteran

It seems that returns are a fact of life and wise sales people are very accommodating. Since I don't wear clothes, use accessories and then attempt to return them as new, I have no shame around returns within the stores guidelines and have been treated matter of factly or pleasantly, but never rudely.

Hopefully, this was just an anomaly.

always trying

Veteran

Places like nordstroms and the rack seem to expect returns. I think it is getting much more common now with more on line shopping. I think what irritates sales people are the people who purchase items to get to the free shipping amount and then return the excess items. But then this is the stores fault for having those free shipping amounts.

Summer

Veteran

Good for you for returning something that wasn't going to work for you, but rotten luck that you encountered such a rude sales assistant. I've found that most stores handle returns efficiently and politely, so please don't be put off by one unpleasant experience.

Shirley

Most of my return experience has been positive. I shop at AT for over 20 years and have a handful of not so nice comment from SAs. I don't know if it's the individuals personality or corporate policy. I would like to think its the individuals problem. However I did email corporate but they never replied.

rachylou

Veteran

That's pretty odd in this day and age. Returns are how it's done.

CocoLion

(website)

Veteran

This is why I like on line shopping.

Brin

CocoLion, what is it about the online shopping that you like? (I mean, I know there are a lot of reasons to like online shopping ) Are returns handled differently?

jill58

Veteran

I suspect CocoLion meant that when returning an online purchase there is no need to deal with an SA. I'm surprised that you had such an unpleasant experience at Ann Taylor. Most retailers now make returning items incredibly easy.

MTBGirl

Veteran

I had a similar experience as you Brin. The SA said that I should have been able to tell that the item was not going to work for me if I had spoken to someone before ordering it. What? I tried not to get too upset about it, and like you I thought about it for awhile afterwards, about how I should have responded. (I had just smiled and said really?) I do my homework, read reviews, but without trying something on we really don't have any way of knowing do we? I'm glad your'e not letting it affect your shopping and I will try not to let it too.

Brin

Donna, I'm so sorry to hear that you had a bad experience also. What that SA was saying just makes no sense. Even when you can try something on to establish basic fit, you still can't tell how it will work with other wardrobe elements, and certainly no one else can advise you about this! Buying something online is even more challenging.

But as you say, let's try to be positive and continue our shopping. Next time we have to return something, we are far more likely to have an easy time of it, as other people have described. Good luck (and may you have far more successes than returns )!

Helen11

Veteran

I do a bit of returning, and I wonder if the staff at particular stores recognise me. They do always want to know the reason for the return, so sometimes I just say I wanted it to go with such-and- such and it didn't work out the way I hoped. Here (AUS) some places will only give store credit rather than refund for these 'change of mind ' returns.
Good luck, it does get easier, I think, when you are picky and know you are abiding by the store policy.

LaPed

Veteran

It's been many years since I had that unpleasant of an exchange! Hope it was an isolted incident. Usually, I find SA's are very friendly in hopes that I'll decide to exchange instead of return, or at least stick around and browse for something else. Nasty CS is a good way to make sure people don't shop at your store again.

Zibbets

Veteran

You should have known the item wouldn't work? Perhaps they shouldn't be selling the item then. That doesn't make any sense.

Some stores, such as Forever 21, don't refund your money; they only do exchanges and when a purchase is made they remind the shopper of the policy. If a store's policy is that they will take the item back and refund your money, the SA is foolish to take your return with anything less than a completely pleasant attitude. I wouldn't rush to shop in that store again either.

rabbit

Veteran

I do a LOT of returns including a lot of online returns returned in store (the last two I returned the entire order to TJ Maxx, and it took the salesperson some time to process it all, but they were friendly and efficient). I am mindful of return deadlines and the piece is unworn, with receipt and I have the payment card with me. It's usually still in the original bag. When I was newer to shopping I sometimes returned things late, and got store credit instead, but salespeople were still friendly. I can only remember one time I got a little questioning look, and that was because I was asking them to do something unusual, but they still helped me out. F21 and thrift/consignment have more restrictive policies, but I ask as I'm buying, and it's still no problem if I follow the rules.

I think I'd have a hard time shopping at a mainstream chain store that was like that about returns that fit within their store policies -- very off-putting.

Keix

Veteran

I've found the SA's at my local Ann Taylor to be... not unfriendly, but not cheerful either, about returns. Compared to places like Anthropologie or Nordstrom where I return items frequently AND the SA's are always happy to help, even if I'm not purchasing anything at the time. They usually ask (nicely) for the return reason and may suggest that I browse the store beforehand to look for an exchange while they hold my return bag at the counter; all of that I consider just good practice. Whereas at AT I'll stand pointedly at the counter before someone comes over to help me and they can be very brisk/curt about it. I doubt it's a corporate thing, but maybe the SA's are less used to returns or less well-trained to accept them with a smile.

Gigi

Veteran

I guess I need to move to Seattle, where Angie is. I live in the U.S., and I have had bad experiences at AT and WHBM. The experience at AT was bad enough that I think twice about going back. It makes me nauseated, and I have to prepare myself before I go in.

The bad experience I had at AT was with a man who was angry that women can't make up their minds when they shop. He never buys anything he doesn't want, so why did I buy something I didn't want? (Never mind that he was there pressuring me the whole time, making it difficult for me to think.) But I made a big online order a couple of months ago despite knowing that I would have to go in and return stuff, because I wanted some jeans, and AT is one of the few places with petite curvy fits. I was able to find one pair out of the six or seven I ordered.

When I went to AT to return the pairs that didn't work (some fit OK but were not making me happy, and I was sure that I would hear about how I should have known whether I would like the style beforehand), I didn't get the nasty SA but the manager. She was SO nice. I said I was sorry but would have to return almost all the jeans I had ordered. She looked concerned and said, "But tell me--did you find a pair that worked?" I said, "Yes." She said, "Thank goodness! What a relief. Jeans are so difficult." What a completely different experience! It made me realize that not everyone working at AT is nasty.

So, in short, if you like AT, keep shopping there--don't let the nasty sales staff ruin your wardrobe building. I have a wonderful pair of jeans that I wouldn't otherwise had if I had allowed the SA to intimidate me from further purchases.

JAileen

Veteran

That's too bad you had a bad experience. I grew up with a lawyer parent and know that having the facts at hand is important. If a SA were to give me trouble, for example, why did you buy it if you knew it wouldn't work, I would counter with well, why do you have a return policy if you aren't going to let me return this?

I return lots of stuff because most of my purchases are online. I remember buying some shoes that had Euro sizing. Nordstrom had a size conversion that was wrong. I returned the shoes and ordered the next size. They were too small, too! I had to order a third pair.

One thing I like about Nordstrom is I don't have to call them and get a label to mail back the item. They just include the label with the item. Zappo's, on the other hand, does not include a label. I have to call them and tell them I want to return something and need to have a label emailed to me. Then they question me as to the problem. I had ordered Jerusalem sandals in two sizes, and both were defective. When I called to get a label, they talked me into getting yet another pair. I thought the likelihood that the third pair was defective was high. Anyway, I went along, and guess what happened? Yes, the third pair was defective. Of course I had to return that pair, too. They gave me a $25 credit for the bother, so I guess that's something.

Echo

Veteran

It is sometimes amazing what store staff thinks they can say or do. I made a return to a store just shortly after April had begun. The person at the register said, "I will give you store credit since the purchase was made last month." I smiled and replied, "No, thanks. It hasn't been 30 days, so credit back to my card will be fine." The purchase had been made within the week, but the clerk thought that by saying it was "last month" I'd accept credit instead of a full return. Absurd.

My point is that when you are within the return window, don't let them get to you. They are being rude, and you haven't done anything wrong. It is a waste to let something sit unworn when you could still return it, so continue taking things home to see if they play well with your wardrobe and let any comments from store staff roll off your back.

Gaylene

Veteran

I remember years ago viewing Nordstrom's training video where one of the VPs was explaining the Nordstrom approach to customer service. According to him, the aim was to create such a picky customer that the person was bound to be disappointed if he/she shopped elsewhere. A generous return policy was a given because it was better to forgo one sale than the hundreds which could exist in the future. A happy customer returns over and over again, while an unhappy customer is a former customer.

It boggles my mind why a company would permit a SA to make a customer feel bad about making a legitimate return. Makes no sense--the company loses the sale, and also drives the customer into the arms of its competitors. Double loss. Pleasing the customer by cheerfully and sensitively handling the return means forgoing one sale to create a positive relationship and, potentially, multiple sales. Double win.

I now look at returns as an opportunity for the company to make me a returning customer--as well as one who will spread the word about them to family and friends.