New twist on returns to Ann Taylor: ETA shipping charge! - YouLookFab Forum

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New twist on returns to Ann Taylor: ETA shipping charge!

unfrumped

Veteran

I recently returned part on an online order from AT, taking it back to the B&M store here. One SA started to process as usual, and then another popped up and asked if I'd be willing to let them process it by mailing it back to AT online ( or however it is called , and they would cover the shipping)" so we won't have to take the hit on it".
I was sucked in to trying to be accommodating so I did it. But, I'd really rather not have added that delay in getting my $ refunded on my credit card, and also watch & wait to be sure it " hits".
I guess this speaks to the cycle of returns. It may be that they either have to discount the returns, or it may not work well with their inventory.

Now I dread doing a future return, because I think I want to say no, let's just do the re- credit right here, but I'll feel like a bad citizen.
It s not unreasonable for them to even say, here's how we do those returns , but I got used to the direct refund.

Any similar experiences?

ETA /update: got an e- mail notification that my return was received & card credited-- minus a $7.95 shipping charge !
Made ANOTHER trip to store.. random SA said they could fix it, & apologized, I waited in line, then they had to get the dude who did the thing in the first place, and HE did the credit but didn't say Boo or apologize.

I don't think I'll have any hesitation on what to say if they ask me to " help them out" in the future!

Shopping

36 replies

Latest reply was from Suz

lyn*

(website)

Veteran

I don't think it's our responsibility to make sure they don't take the hit for it - I've never had this problem before and I do a lot of returns. Maybe they should reexamine their merchandise if it's not selling instead of taking it out on their consumers.

I'd want a cash refund on the spot. This is why I made the trip to your store. My time is valuable. Free returns in store serve another function - to get you into the store and maybe buy something else, or do an exchange to a different size so they can still make the sale.

I do not like this business model.

rachylou

Veteran

H&M is like that sort of. Or they were. That is online and store were separate.

Suja

Veteran

I've heard of companies 'charging" stores for online returns. I think it is misguided, the online return has nothing to do with the store and a customer making a return may not be interesting in shopping at the store right then. It seems unfair to charge the store. The SAs seem to be managing their numbers at the expense of the customer- the hallmark of a misguided corporate policy.

It helps me understand why I get a cold reception for making returns from online to Ann Taylor.

rabbit

Veteran

It's so odd to me for a SA to give any grief or run-around about a return that's within their store and online policy. I've actually never run into it with the low cost retailers I shop at.

unfrumped

Veteran

Thanks for commiseration!
The whole idea if marketing is so interesting-- just this one interaction created a little crack in my relationship with AT ( not that that's a bad thing!). Almost makes me less comfortable going in store to browse, too.

Gigi

Veteran

Interesting...I just made an online order from AT (should arrive early next week), so I will have to watch for this if I need to return some stuff.

I know what you mean about feeling guilty...but Lyn has an excellent point. If they are getting a lot of online returns, the company needs to try to address that issue. But I wonder if the higher-ups are maybe refusing to look at it, which is why the SA is taking the rather-drastic step of asking you to go out of your way to return the clothes via mail. I don't shop at AT a lot, but a few times when I've been in Loft, I've been quite surprised at how completely separate the online entity is when compared to the B&M store. I mean, they can't even order a special size for you in-store or anything. To me, that's crazy, because they're losing out on a sale!

Beth Ann

Veteran

I got a bit of a cold shoulder when I returned a purchase a few months ago -- I thought it was because I was shopping in a North Shore neighborhood known for a general lack of friendliness. I wanted to browse their store, but left because I just didn't feel welcome.

I think the value of having customer traffic would easily offset any charge on restocking. You've no reason to feel badly about it!

Laura (rhubarbgirl)

(website)

Veteran

My SIL used to work at a retail chain and she told me that if you wanted to make sure that your sales associate didn't lose out in the commission they'd earned, return the items to a different branch of the store than you'd bought them at. These days with barcodes and computer inventory control that probably doesn't even work anymore!

I think it was inappropriate for the SAs to ask you this, but I also think it's nutty that corporate apparently docks them somehow for online returns. After all, it's a return either way, and if they get you in the store you might see something else that catches your eye and make another purchase. I would definitely consider writing AT and letting them know - not in a way that would get the workers in trouble, but in the sense that you don't understand why their policies make their workers want to do such things.

Jeanie

Veteran

That's nuts. These companies know that people are buying online and returning at the store. It's supposed to be a convenience to be able to do returns at the store but I too have received the cold shoulder. The company needs to adjust their tracking system so the online store gets credit. They are getting you in the store to potentially buy something every time you do a return they shouldn't make the experience uncomfortable.

lyn*

(website)

Veteran

This reminds me of the time I returned something to Ricki's and I got the "Why didn't you try these on in store instead?" - I've never gone back to that one. I don't think you're open at 3 am when the online store is. Grr.

Gigi

Veteran

Lyn, don't get me started on that line! Since I'm very hard to fit, I generally order online, where I can see the complete selection and pick stuff that looks like it will fit me. I returned some stuff to Buckle from online, and the manager was clearly peeved and wanted to know why I shopped online. I told him, and he said, "We have more stuff in-store." That was a load of hooey. The online selection is thousands of items, way more than could have fit in that store. But I have noticed that every time I return something there, I get the cold shoulder. So I decided to just stop shopping there. Nothing was fitting right anyway!

christieanne

Veteran

I can't believe the SA had the nerve to even ask that. Of course the store takes the return unless the shipping receipt tells customer that it can only be returned by mail. I assume you had the paperwork. I think the way this was handled was not good service, most likely not sanctioned by company guidelines and would make me take my business to a different branch.

kkards

Veteran

unfrumped, i feel bad for the store, i really do. they have a sales goal that they need to make. the payroll they are given to staff the store are tied to that sales goal, etc. many stores don't distinguish between store returns and online returns, which is undoubtedly what was happening here. that being said, what they asked you to do was wrong! don't feel guilty, and don't feel like you can't or should have them process your returns. but do say something (politely) to the store manager.

crutcher

Veteran

Reading through these posts and hearing all of the trouble with retailers and take back makes me say only one thing..."Thank you Nordstrom!!!!!"

unfrumped

Veteran

In case it wasnt clear, the store did do the return " work" forme, just is returning it to " AT online."

I think Gigi and others are right, though. There is some kind of big separation between the online and B&M operations. Then the online op sends me a promotion with a price better than the store( for a new item) or as noted , many items say " online exclusive". Or the store is sold out of my size.
Whenever I even think the item may be available in store, I'll go there to try it on to save myself the grief of sizing or just not knowing how it really looks.
And I truly have bought Other items from being in store.
But, they seem to have set themselves up for competing with each other rather than having some sort of corporate win- win strategy.

MRL

Veteran

Wow. I hadn't heard of this, but it just doesn't seem right to me. I order a lot on line and part of the appeal is that many of the b&m stores are near so the returns are convenient (at least theoretically). Doesn't sound like good customer service.

Day Vies

Veteran

I have not had the experience but I agree with Lyn*. It's not the consumer's responsibility to keep an eye on their store's bottom line. I think it's rude for them to even mention it -- it certainly does not add to the customer experience.

If you're feeling pressured next time just say I really don't have much time and would rather have this taken care of today.

Sometimes on the website there will be a disclaimer available online only or returns available online only. It doesn't seem like that was the case with your item. You could have returned the item in store but they encouraged you to allow them to ship it to the online retailer.

Diana

Veteran

That would annoy me. I think what I would say is, "no thank you, I need to get my refund immediately before my credit card bill is due" or something along those lines.

I have noticed that online purchases returned in store (not jus AT but also Nordstrom, Anthro, etc) often don't seem to show up as a refund of my initial purchase on my credit card statement but as a separate credit, whereas online returns show up as a direct refund. So in a sense perhaps the store is "buying" the item back from you. Still, if they say in store returns are allowed, I expect that to mean i will get my refund immediately. If they want to ship it back first, then that should be stated explicitly.

Anonymous

Ugh, that's annoying. Personally, I'd probably be fine with something like that if I were doing an in-store return because I lost the return address label or was going to the mall anyway or whatever, and not because I wanted the faster refund. But, still, asking customers to wait on their refund in order to make things easier for you seems like a weird thing for a store to be doing.

And, Laura, I've always wondered what happens to the commission if you return something someone helped you with. I actually feel a little bad if I'm returning something that might make a salesperson lose a commission, because it's obviously not their fault I reconsidered once I brought it home. Not that I don't return it anyway, but I don't like the thought that my fickleness might have a concrete effect on someone's earnings.

Peri

Veteran

I was in Ann Taylor once and asked why so many things were available online and not in the store and vice versa, and was told that they are actually considered different companies. Maybe the same name, same company parent, but run separately. So in a way I can see the store not wanting to deal with online items as returns. That's how it was explained to me...that it isn't just like a direct return.

But, they make it possible, so they shouldn't turn around and make it more difficult on the customer than advertised. I think you should be free to do what works best for you with no guilt. If their own policies aren't working for them, they can change them.

Personally, unless I want to shop, I always prefer to just mail back any returns. That $6.75 or whatever is well worth saving my time and trouble to go return in person. But then, I do not like shopping.

Laura (rhubarbgirl)

(website)

Veteran

Crutcher, to be fair, I've gotten attitude from Nordstrom workers about dealing with returns. Not that they were worried about commissions or sales goals, because I don't know if they have those in the same way, but annoyed that they have to take time to deal with my online returns rather than help someone else buy something. Not to mention trying to track someone down to do it, now that my local Nordstroms have shifted to not really having checkout stands anymore. Nothing overtly rude, of course, but it's clear that it's not their highest priority. I now mail back the majority of my Nordstrom returns unless I have to be at the store for some other reason anyway.

unfrumped

Veteran

Well, at least now I feel more prepared. Perhaps it was just this one SA (a guy).
I also was uncomfortable with possibly being "that woman who is always making returns of online items". I think I've been a pretty good customer overal, if you look in my closet!
The other funny thing is, I get some promotions in the mail which can be used in-store, and they usually are much less favorable than the occasional on-line blitz offer--maybe something like "20% off one item, full price only" or something.
And I think the separation is a big part of it because sometimes the store will be offering the same deal as what comes out as an online offer, but you can't tell. It's almost like the stores are not modernized as to how we get information--my e-mail is full of on-line offers, but the "store" isn't sending me real-time things that say, "come into our store today--we have a great deal going on." They're still relying on foot traffic in the mall. I prefer to try before I buy, so I'd make a stop there first if thought there were something new going on.

milehighstyle (Linda)

Veteran

I do remember this happening to me a while back at AT. I was returning 2 items that I bought online - one was an item available in the store and the other was something that was available online only. The SA explained to me that the online only item had to be mailed back and that there would be a delay in getting the credit for that one, but she didn't pose it as my decision, just said that was the way they had to do it. I was ok with it because I was saving the $6 or $7 that it would have cost to mail it back myself. I know I've returned online only merchandise to that store since then but no one has ever said anything to me about that again. I don't remember if those refunds took longer than usual. But I do not recall any other store ever saying something like that. A J. Crew or GAP store that does not normally carry petite items will take back an online petite purchase and put it on their racks anyway.

MsMary

Veteran

I will always do the in-store return if I can, because I want to KNOW that my credit card has been credited.

I was thrilled when I discovered that Nordstrom Rack takes returns from "regular" Nordstrom online. Because I did feel bad taking the SA's time for returns when I knew they were working on commission. The people at the Rack, on the other hand, just man the register all day long so I don't feel bad about taking my returns there.

Zibbets

Veteran

My husband was in retail for many years. His take is that the real solution is to code the online sales transactions so that the return goes back to the original business unit. The way it's currently set up pits the B&M store against the online store and the return on an item they didn't sell shows as a negative that they will have to make up to meet performance indicators.

I agree with Lyn's take that this isn't the consumer's problem and the store needs to solve any internal issues without involving the customer.

Karina

It is interesting to know how this works, and why I might be getting the cold shoulder on some in-store returns. This happened to me at Banana Republic not too long ago. I shop online a lot so that I don't have to bring my young children into the store. But I will only shop online if there is a free shipping return option or a B&M store nearby so that I can return. Some of these online stores are only getting my business because I can conveniently return in a nearby store. They should not be punishing the B&M location, because that very location gives me confidence to shop online and buy their items. This has definitely driven more of my business to Nordstrom, Amazon and Zappos as I can conveniently return by mail with no additional shipping charges either way. Amazon will often credit my account with the return as soon as the package gets tracked into the system, so that is the best of both worlds. I just ordered 4 pair of shoes for my husband from Zappos which we picked out together online while watching TV after the kids went to bed. The difference between that experience and dragging the entire family to the mall is, well, wow, there is no comparison. Online retailers who figure out ways to make returns easy for me will win my business every time and in the long run they will come out ahead, IMO.

elpgal

Veteran

Like Laura, I have gotten attitude when I am doing a routine return at Nordstrom (routine meaning I received the order during the week, returning it that weekend, so items are in-stock) in several instances so I have taken to returning at a department where they are friendlier.

If stores do not want to accept online returns, there should be an option for them to ship items free to your house irrespective of dollar amount so that way they get credit for sales too.

unfrumped

Veteran

Added my shipping charge experience to the original post!

Gigi

Veteran

Oh my...my blood is boiling.

I have some AT returns that I'm going to take to the store next week. I sure hope they don't pull this stunt on me!

I was talking to White House Black Market customer service the other day. They too allow you to return online purchases in-store. The gal I spoke with said that if the store doesn't want to add the items to their inventory, they ship them to the online warehouse. Does that not make perfect sense? Why can't Ann Taylor do likewise instead of inconvenience the customer?

I am ticked at AT anyway. (Rant coming on!) I ordered a top online that was supposedly silk and cotton—no synthetics. I got the top, and it was silk, cotton, nylon, and spandex. The nylon and spandex made up over 20% of the garment, so it wasn't a small percentage. (I hate synthetics for clothing because they make me sweat, and 20% is enough to do that.) So I called the customer service number, and I asked if the other colors of the top were the same fabric composition. The rep said she couldn't tell me, that she had access only to the same online info that I did! So she said that as a "one-time courtesy" she would allow me to have a different color of the top at the sale price, just in case the fabrications were different by color (the sale was no longer on). Well, thanks so much for bending over backwards for me! Why is it that these places have no idea of the content or measurements of their own clothing?

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