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Many
Happy Returns
 I hope everyone gets exactly what they want
for the holidays and in the
right size!
 If you didn’t
get what you want, here are some tips for returning and/or exchanging that
hideous gift.
First, the bad news! It’s a harsh new world. Even the “easy”
stores are getting tough this year with customer returns. After years of
cheerfully giving out credit for worn, and even stained clothing, retailers
are learning how to say “no”! A less than great retail year means that the
stores have to start looking at their profit over customer service.
Of all retail purchases, 6% are returned each year. A
growing proportion of returns are from customers trying to pull off a scam,
like returning a large screen TV the day after the Super Bowl.
Return policies are being revised to require receipts and
many companies are charging a 15% restocking fee!
The superstar in the retail trade for cheerful returns was
Nordstrom’s Dept. Store, where legend had it that a clerk called a
supervisor to confirm a customer shoplifting. When the customer brazenly
brought the goods up to the cashier for credit, the supervisor approved it!!
Most Internet and mail order companies are still doing
“no-questions-asked” type of return that may still be necessary as an
incentive to do business. Plus if the online/mail order business also
has a retail store you can return items to the stores in most cases.
-
Receipt:
If you have a receipt it will be easier,
but that’s
not always possible especially if it’s
from Aunt Sadie who
lives three states away.
With no receipt you may be offered a store credit.
Be
aware that after the sales start you may only
get the sale
price as a credit, not the original price.
You may also have
to opt for credit if all the items
are sold out even if you
only want a different size.
Even if you have your receipt an easy return isn’t
a done deal. Some sores Some stores require a
return within 30 to 90 days, and/or are mailing
refund checks instead of issuing cash at the stores.
The credit card con
(not really a con, you’re just
getting back what is rightfully yours, right?)
If stores only allow a return for store credit only,
ask that the credit be put on the stores credit gift
returns through their in-store charge accounts.
Federal law requires card issuers to pay back
positive balances to cardholders who ask!
However, some stores are on to this and disallowing
the credit to your in-store card.
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Timing
Try to make the
return as soon after the
Holidays
as possible. You’ll have a better chance
if
the store still
recognizes the goods.
-
Box:
Keep the original
box; sometimes the store
will have
little notes on the inside of the box, which
makes their
return paperwork easier. If you don’t
have the box,
please take the
item back in a sack,
another box,
something! The security guys are
still hyper;
you don’t
want to excite them.
-
Dress nicely
(you’ve
been paying attention to this
web site
haven’t you!). Even wear the symbols of
authority
(tie and jacket) if you expect a hassle.
-
Demeanor:
Be pleasant, and
charming. The clerks
are tired,
they often see a return as lost
commission
or
just a
paperwork pain, so keep
smiling, express
your request in
quiet, firm
tones,
repeating if necessary.
Ask to see the
manager
if things aren’t going
your way.
If you can’t return
the item, don’t despair.
Sell it to your friends on the
AskAndy SALES Forum!
OR take the gift to work and
put a
reasonable price
on it. It might be just what one of your
co-workers
wanted.
-- Andy Gilchrist
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