The Guilt of Returning things

UmmLila (Lisa)

I do almost all online shopping and I feel virtuous when I return things.
That said, I know my favorite local boutique owner is a small business person, so I don't like to return items I've bought from her unless it's within about 1 week.

10 years ago

always trying

Veteran

I don't return much, but returning on line shoe purchases at DSW they are very nice. They even give me the discounts that I have earned when I make another purchase.

10 years ago

Maureen

Active Member

Online returns are easy-I mean instore with pushy sales people!

10 years ago

Mochi

Veteran

If you're abiding by their policy and still being hassled and yet feel bad about it, probably you should avoid shopping there?

10 years ago

shedev

Veteran

I'm with Mochi. I think I'd just stop shopping at someplace that made me feel bad about returns. I very rarely return things that I buy in store because I've been able to try them on. Our Nordies is kinda small, so most of the things that I buy are online. Even when I do return things, I do buy something that I see in the store while I'm making the return.

10 years ago

Maureen

Active Member

I agree about not shopping there-I will go a few months and then see something I really like (or think I like) and cave to temptation. I may buy three things and return one so they do come out ahead. I am doing a return tomorrow and if they hassle me I am going to say something. Put my big girl pants on!

10 years ago

judy

Veteran

I haven't had that experience for a while. My returns are mostly at bigger companies these days, who seem as happy to have a return as a sale! But I have a long time ago...when returns were rare. It can be awkward! And you aren't the only one who's kept things to avoid that!

I have found though that the more explanations I give for a return (it was too big or long or whatever) the more that elicits offers of other sizes, styles, or alterations, etc. It seems like they are trying to do a good job to find me something that will work. And if I need that, it can be very helpful input. If I am certain I don't want something, I realized I don't need to over explain why I am returning it. I just don't want to keep the item. Simple. Keeping it simple seems to speed the process and make it less painful :).

I've noticed too that often the "why" question can be to determine if there is anything defective about it...even at the big stores that are happy...or seem happy...to take the return.

And if things don't improve, there's always yelp reviews!

10 years ago

Peri

Veteran

That's why I don't really love boutique shopping. For all the great theory in "supporting local", I've been burned doing that one too many times. It wouldn't hurt for them to know that their attitude is risking them losing a customer!

10 years ago

Thistle

Veteran

I would just stop shopping there. If I am abiding by their terms, i have no use for pushy sales people.

10 years ago

Anonymous

Or..in the interest of making it comfortable for you to keep shopping at a store you like, and to make progress with the unpleasant return cycle, maybe you could ask them why they're asking the questions?
I'm thinking that maybe, especially if it's a smaller store, they're trying to learn as much as possible about their customers and adjust their inventory to reduce losses.
Because of the urgency of their own agenda they may not realize that you feel as though you're being forced to defend your decision to return something. Because that's going to be bad for business no matter what they stock.

10 years ago

Anonymous

I'm with Peri. Most independent boutiques that i know of don't even accept returns and will only issue a credit note. There's really only 2 stores like that that I buy from here in Wpg, so I do take the time to try on and make sure I know what I'm doing. I fully acknowledge that my impatience for trying things on and not being able to return forces me into being a mall shopper, but - that's life . Getting an attitude is never good though - I would not patronize a store like that.

10 years ago

Suz

(website)

Veteran

I have to admit this is an issue for me, too.

There is precisely ONE store in my town that ever has anything I like in my approximate size. Admittedly, it's rare that they have it in my size and it's actually something that interests me. But it does happen.

Still, I almost never buy anything there.

Why?

Because the sales people push the heck out of me.

And then they don't honour returns or give me grief.

It's just too much hassle. I shop online or in the big city. And I really really want to shop local. But I consider "local" to be "canada" these days.

10 years ago

Laura (rhubarbgirl)

(website)

Veteran

You know how with Nordstrom (and a lot of other stores) you can return online orders in store? I wish you could do the opposite, return in-person orders by mail. Maybe it would take longer to get the money back on my card, but I wouldn't have to interact with anyone or feel vaguely guilty when I have a lot of stuff to return.

I agree with everyone, if they're giving you grief at a store about returns that follow their policy, I'd stop shopping there. I try very hard not to abuse return policies, and I do the best I can to return things at a non-busy time so it's not a big imposition. But if returns are allowed, they're allowed, and salespeople being unpleasant about it is just short-sighted.

10 years ago

Beth

Veteran

Gah. Yes. I've had two experiences like this recently. The first was at our local Lululemon store, a brand I had never bought before. I returned a top (unworn, immaculate, tags on) on day 13 of the 14 day (!) return limit. The two SAs had to confer a few feet away whether it was within the time frame. It really left me with a bad taste in my mouth.

Incredibly, the second experience was at Nordstrom last week. Granted, I returned 12 items, but our Nordstrom is quite small and their stock is limited (so I have to try items through internet orders), and besides, it's easier to buy multiple sizes and return what doesn't work. Anyway, nothing was said, but in that same vein, little at all was said, and I felt a bit of side-eye going on.

I also try very hard not to abuse store policies and return items as soon as I can.

10 years ago

gradfashionista

(website)

Veteran

I had an uncomfortable experience at Lululemon--also within the two weeks--where they insisted that since they could not refund me via my original payment method [PayPal], they would issue a store credit. It took a bit of assertiveness on my part before they eventually refunded me back on my credit card, and I left feeling put off.

10 years ago

Jen W

Active Member

I have had an issue like this with online returns at a local mall store. I was even more frustrated when DH did a return for me there once without any questions or attitude at all. I've decided to stop shopping there. I want to be treated like a valuable returning customer. Our Nordstrom is wonderful at that.

10 years ago

Maureen

Active Member

I hear lulemon is awful for returns. I was a big shopper there for a long time but now rarely go there. Too pricey and I really do feel the quality has gone down.

I hope they just do the return without all the hassle. If they do try and talk me out of it I am going to say something. It is a small store ( not a boutique) with a small staff and
I don't wNt to be known as the difficult customer but I am not doing anything wrong they are!

I am very intimidated by boutiques, many people are. They should go out of their way to provide a welcoming atmostsphere without the pressure to buy. I hate being the only one on the store.

10 years ago

Firecracker (Sharan)

Veteran

I'm sensitive to salespeople's comments, perhaps overly so. The other day when I returned two coats to Nordstrom, the salesperson asked me at least three times whether there was anything wrong with the items. The first time she asked, I said, "no, they just didn't work out for me." Then she kept repeating, periodically as she processed the returns, "there was nothing wrong with them?"
With shoe returns, the Nordstrom sales people have taken to asking if the shoes have been worn outdoors. I'm always a little offended, because I think it's pretty clear that they haven't, and besides, I've seen plenty of shoes at Nordstrom Rack that look like they've been worn for a few months. And I've also had Nordstrom sales people assure me that I could return shoes if they don't work for me, even if I have worn them, say, to work for a day. The bottom line is that I don't really like questions from a place whose return policy has always seemed to be hassle-free, "no questions asked."

10 years ago

Summer

Veteran

That sounds quite unusual for these days; most retailers seem to be fairly generous about returns. If I experienced this kind of pressure, I think I would take my custom elsewhere.

10 years ago

Janet

(website)

Veteran

I refuse to feel guilty for returning things in a reasonable manner that don't work for me. I feel more guilt seeing unwanted items in my closet that I wasted money on.

10 years ago

Anonymous

I usually don't return things, but I will go back to get credit for an item that goes on sale soonafter. I never get hassled about this since they know if they give me the lowered price I will stay a loyal customer. I am not shy about asking and if a store does not want to issue a credit, I merely return and rebuy.

10 years ago

Joyce B

Veteran

That's why I stopped shopping at WHBM. The sales people are too pushy and they give you a hard time when you need to return something. I don't need to argue with them, I am the one who is paying the bill.
The saying that the customer is always right has been forgotten.

10 years ago

Joyce B

Veteran

Also you have stores that demand your driver's license before processing any returns. I avoid those stores as well or until they ask for a government document. They keep their lists of "returners" but I do not think they have the right to ask for your driver's license.
The time it happened to me I said I did not drive and then the woman asked to see my passport. I showed her my license and told her that was the last time I would go to that store and so it was. BTW, I had only been there once before and bought a pair of pants that did not work for me, that was my return.

10 years ago

Glory

Veteran

I really dislike returns but they are par for the course if you shop online. Even in store - sometimes you need to try an item with wardrobe coordinates to be sure.
There are several stores I will not shop at anymore at all due to employee rudeness and not honoring return policies.
There are loads of other places to shop and it should be a fun and pleasant experience.

10 years ago

Anonymous

I agree about lululemon. Funny how these gals are all hippie-dippie shagnrila and then the fangs come out for returns.

Anyway, I don't feel guilt, I feel annoyed! How much damage am I going to do to a 100% polyester garment?

10 years ago

Marilyn

Veteran

I have this problem with Club Monaco. The few times I've done store returns they've made me feel bad. I have to bite my tongue because what I want to do is scream, "what the F is your problem?" They are super friendly and even somewhat pushy when you're trying and buying but do a complete 180 if you change your mind.
So now I only send returns back via UPS. The only issue with this is they are ridiculously slow with processing. My last return has been sitting with them for 2 weeks and still no refund. I actually sent an email this morning because it's unacceptable to tie up a customers money for this long.

10 years ago

Marilyn

Veteran

Ah yes, Lululemon. I don't do a lot of returns there but it's always 20 questions when I have.

Banana Republic is almost always great but I had one woman get snooty about the vest I was returning. She stated that she has it, loves it, gets compliments, yada yada. Her attitude was very condescending but I was taken aback so all I could muster up was, "well, it's doesn't look good on me so here you go".

10 years ago

abc

Veteran

I suppose I have an attitude of not taking crap from anyone so I don't feel bad about returns as long as I am within the window or adhering to the store policy. In the US stores tend to have very lenient return policies. Where I live now returns are virtually unheard of, unless defective in some way. I did buy a pair of Camper shoes here and had to return them due to fit (worn inside only) - Camper has a generous return policy here, something like 14 days, I was within the window and the salesperson tried to say I couldn't return them, I just pointed to the text on the receipt which stated clearly I had the right and he quietly processed it, no more questions asked (except maybe to his supervisor bc he didn't know how to do a return, guess they're that infrequent).

Joyce B I also wanted to chime in that many times the collection of data about returns helps the stores fight fraud. As a consumer I understand the hesitation but wanted you to know there is somewhat of a reason behind it. They are also held to privacy laws nowadays as well but I, like you, have wondered about my personal data floating all over the world from these places collecting it. The digital age has really changed things, huh?

10 years ago

Laura (rhubarbgirl)

(website)

Veteran

Kohls is one of those places that requests a photo ID - Bed Bath and Beyond too I believe - but only if you don't have a receipt for your purchase. As I understand it, it's because both of them accept returns without receipts for store credit, so they want to make sure you're not someone who's shoplifting and then returning things to get store credit. I've never been asked for my license when I had the receipt, only when I was returning things that were gifts.

I'm disappointed to hear bad things about WHBM - I have never shopped much with them before but was considering it after the last time I was at the mall and their stuff seemed really nice.

I feel bad about returning things to Nordstrom sometimes because I know it gets deducted from the salesperson's 'credit' for the month. My SIL used to work in retail and she told me that with her store, if you returned things to a different branch of the store, the returns didn't count against the salesperson's commission. I dont know if that's still true these days, with all the barcodes and integrated computer systems that most retailers have.

10 years ago

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