What happened to customer service? Did I miss something in the last few years that announced that customers are not to be treated with respect and can’t expect satisfaction when returning merchandise? Are there reasons there must be such harsh return policies for items purchased?
I have three girls, and each of them received a ton of toys and clothes for Christmas. Unfortunately, my girls have grown like weeds the last month or so and all the sizes I requested ended up being too small, so I had to make a number of exchanges at local stores. We also received some duplicate gifts, so exchanges were necessary for those as well. Seems reasonable, right? I went into Target and headed straight for customer service with more than $200 in items to exchange. I had no receipts given to me with purchases, but wasn’t concerned since I had all the tags on the items and toys still in their boxes. Once I reached the counter, I was told without a receipt I could not return anything because I had made two exchanges earlier in the year (on my daughter’s birthday a month prior). I requested a manager in the hopes of some option being given to me, considering I shop there on a weekly basis for diapers, wipes, household needs, etc. When the security guard heard my request for a manager (very polite request I would like to add, after all my 2-year-old was with me), he walked over and stood next to me with his arms crossed and stared at me. I was so embarrassed! When the manager arrived, he informed me there was nothing he could do without a receipt, and I could "go ask a friend to return for me" or I was out of luck. The security guard then put in his opinion on the policy and how I should have asked the people giving gifts to get receipts for me. I quietly walked off, not responding whatsoever to their unacceptable comments. I just left absolutely furious and humiliated! I vowed to never return to that store. My husband offered to go with me the next day to another location near where we were visiting family, and I agreed, since there was so much to exchange. We walked in and explained the receipt situation again, and they asked for the names of the purchasers and once given they were able to call up the needed information and allow the exchanges. I was thrilled! I spent an additional $75 on items due to their great help and my need for diapers and such. When I got home, I decided to send an email to the company about my situation in hopes they could better educate their staff in the Edwardsville location. I received a very unfriendly response about how that store had followed the rules and the one in St Louis had not, and they wanted me to tell them where I shopped the second time. It was absolutely crazy! Here they won me back through good customer service and were now telling me it was a mistake and they should have refused me once again. I didn’t give them the requested information, but did forward a few choice words.
I went to Old Navy the next day, and fearful of what I may have to encounter there as well. I was told upon arrival that I would be mailed all store credits and could not use them that day, even for an even exchange for the exact same items in another size. I was then assured I could use the store credits online, so I was just happy to leave and be finished with it. I will say, had I gotten to exchange the clothes I would have done so plus purchased and an outfit for that night when I was going out with friends. Upon receiving the store credits via mail two weeks later, they explicitly state no online purchases could be made with them. What a nightmare!
I spent seven years of my life training and developing managers for a retail company, and I just can’t imagine allowing this type of customer service in my stores. I also can’t imagine that these stores aren’t losing regular customers like me to these horrible policy changes. Not only does this not allow the customer to get the items exchanged for a different size in the identical item due to clearance sales, but it also requires them to come back at a later time with less money and more frustration. Who feels any customer satisfaction? Who wants to return? I definitely don’t. In fact, I will absolutely request no items from those stores next year, and will pass my feelings onto others so they don’t have to experience it as well.