Target's Return Policy

[warpedg]

Originally Posted by Virgils

Juliee,

As a consumer, I would have to say that there's some truth to what you say about customers being "hard.................er person" as an employee of Target, not to be a power-tripping tyrant who just swats ignorant people away from providing YOU with your income. Just a thought.

-Alex

In todays tight retail market does anyone ever really boycott stores? You know they don't. They might tell their friends about the bad shopping experience they had but if that friends goes there the next day and buys something 75% off which memory is going to stick in their head more? I work for Target and I've seen those so called ticked off consumers that you think wouldnt be back right back in the aisles several days later. How many people out there think that Walmart is a crappy company that doesnt respect its employees? Tons of people do, including me, but does that stop me from shopping there from time to time....no. The simple fact is these companies serve a purpose and unless their policies get really ridiculous then people will continue to shop there. I do believe that the Target return policy could be a bit more flexible but I have seen LOTS of flexibility in other aspects of the store as far as pricing goes. The employees have rules to follow and we can bend them a little bit. Shoppers hardly ever put themselves in our shoes when it comes to their situations. I have run into so many people that think they are entitled to this and entitled to that. On the other hand I have met lots of people that are extremely understanding of the situation the corporate rules puts us in. In the end you have to understand that the consumer is a human being and the store employee is a human being too. We simply ask for the same respect you would expect in your place of employment.

[jouzts]

There is a petition against Targets return policy. [Only registered and activated users can see links. Either login above or Register Now]
My wife and I registered for our baby shower at target. We recieved duplicate items, it even showed it on our registry, and Target would not take the items back or even do an in store credit! Please join me and boycot Target!

[mrsbigglesworth]

Target's return policy is certainly not customer friendly - and is definitely not clearly communicated to customers. I generally do not return items so I remember the days where you could return merchandise (either unopened or in the case of clothes, those with all the tags still on) for up to a year as long as you have a receipt. And surprisingly, I do not read all the details on the Target receipt as I just place it in my bag (including all the extra verbiage in Spanish).

I think 90 days is too short a time for returns. I am a busy professional who bought 3 pairs of pants before traveling on business and vacation. When I returned, I as overwhelmed with work and tried to return the pants within 4 months (2 of the 3 pairs of pants were still in Target's inventory). If Target wants to keep this policy, it will certainly dissuade busy professionals such as myself that do not want to take the risk of having an issue and then needing to go through a return later and be refused. Gee..I guess the purse that fell apart that is less than 4 months old (but over 90 days) is definitely a "no return item" as I did not even keep the receipt on that. So....what all this says to me is "Target can sell merchandise that does not last and the customer assumed a great deal of risk." Also - "Target will not properly broadcast the return policy so they can make more revenue at the expense of their customers."

ALSO - TARGET'S RETURN POLICY SHOULD BE CLEARLY COMMUNICATED AT THE REGISTER UPON CHECKOUT - not hidden in the receipt or at the returns counter (you won't be at that returns counter unless you have to return - as I did today and that is how I discovered the policy).

Bad policies...poor quality....welcome to Target.

[Virgils]

Originally Posted by warpedg

In todays tight retail market does anyone ever really boycott stores? You know they don't. They might tell their friends about the bad shopping experience they had but if that friends goes there the next day and buys something 75% off which memory is going to stick in their head more?...

Ok, I'm sorry I should clarify that there are a lot more things that come into play than just a "typical" shopper having a "typical" bad experience. If you're in the lowest income brackets, virtually nothing will deter you from shopping at Wal-Mart because it is ultimately the most cost effective way for you to live on the money you make, even if you have an outlandish and terrible experience shopping there your alternatives are limited. Obviously for different income classes this differs and you could spend all day calculating income elasticity and performing analysis on people that make all sorts of different money if you really wanted to validate your argument.

HOWEVER, the general rule is that consumers EXPECT good service, which is why they will never talk about it (unless it's ABOVE their expectations) but when they get bad service (which they DON'T expect) it sticks in their mind and they are more likely to talk about it.

So sure your lower-income shoppers at Target will usually become return shoppers (unless you stiff them so bad that they turn to Wal-Mart... unlikely, but possible) but if you think of the alternatives to Target that someone making six figures has you better believe if you stiff them once you will (statistically) lose their business because they're going to pay the extra $20 to have a better shopping experience.

So you get the point, we could ramble on day after day about all the different possibilities and externalities that could affect the situation but at the end of the day, it's safest to assume that even the most obnoxious consumer is "right" because you don't want to lose ANYONE's business... it's not in your best interest in a profit-seeking industry.

[charles ingalls]

Originally Posted by mrsbigglesworth

Target's return policy is certainly not customer friendly - and is definitely not clearly communicated to customers. I generally do not return items so I remember the days where you could return merchandise (either unopened or in the case of clothes, those with all the tags still on) for up to a year as long as you have a receipt. And surprisingly, I do not read all the details on the Target receipt as I just place it in my bag (including all the extra verbiage in Spanish).

I think 90 days is too short a time for returns. I am a busy professional who bought 3 pairs of pants before traveling on business and vacation. When I returned, I as overwhelmed with work and tried to return the pants within 4 months (2 of the 3 pairs of pants were still in Target's inventory). If Target wants to keep this policy, it will certainly dissuade busy professionals such as myself that do not want to take the risk of having an issue and then needing to go through a return later and be refused. Gee..I guess the purse that fell apart that is less than 4 months old (but over 90 days) is definitely a "no return item" as I did not even keep the receipt on that. So....what all this says to me is "Target can sell merchandise that does not last and the customer assumed a great deal of risk." Also - "Target will not properly broadcast the return policy so they can make more revenue at the expense of their customers."

ALSO - TARGET'S RETURN POLICY SHOULD BE CLEARLY COMMUNICATED AT THE REGISTER UPON CHECKOUT - not hidden in the receipt or at the returns counter (you won't be at that returns counter unless you have to return - as I did today and that is how I discovered the policy).

Bad policies...poor quality....welcome to Target.

i bought a vacuum cleaner a dirt devil didn't do the job..
took it back they put the money back on my credit card
no questions asked, took it back the next day

[warpedg]

Originally Posted by mrsbigglesworth

Target's return policy is certainly not customer friendly - and is definitely not clearly communicated to customers. .........................................................POLICY SHOULD BE CLEARLY COMMUNICATED AT THE REGISTER UPON CHECKOUT - not hidden in the receipt or at the returns counter (you won't be at that returns counter unless you have to return - as I did today and that is how I discovered the policy).

Bad policies...poor quality....welcome to Target.

Im 40 years old and I never remember ANY store letting you have a year to return something. The only business that I can recall that does that these days is LLBean. Ive worked for LLBean and if you want to know why their prices are high??.....look no further than their return policy. The high prices help the company recoup money from the type of people who use things for years then return them expecting a full refund. I believe that having 90 days to return something is MORE than fair and, if Im correct, pretty much the standard return period of a lot of major retailers these day. I mean its a quarter of year!! If you are that busy you cant get back to a store in that period of time then you need a personal assistant.

You carry out a copy of the store policy with you every time you shop at Target and it is clearly posted in the guest service area of every store. What more do you need for posting? We could recite it to you every time you come in but then you would complain that checkout time is too long.

As far as quality is concerned...yeah, something should not fall apart in that short period of time. But think about it....its a discount retail store...not Macy's or Saks. As they say...you get what you pay for.

[msfreeze]

wow thank you for the 411 i didnt know this target is my fav and i will keep this is mine the next time i buy gifts there

[warpedg]

Originally Posted by Virgils

it's safest to assume that even the most obnoxious consumer is "right" because you don't want to lose ANYONE's business... it's not in your best interest in a profit-seeking industry.

Points well taken but I will caution anyone who is 'obnoxious' with retail employees. The person you are dealing with does have some flexibility in how they can deal with your situation. I have seen many cases when the customer was rude, pushy and demanding and we stuck to the exact rules that the store issues in their circumstance..wrong signage, damaged goods, etc. On the other hand, the level headed customers who act rationally are the ones who usually get the sympathy and cooperation of the store employee. So don't think that obnoxious equals right when it comes to you getting the best deal or fair deal in any store.

[B.Snyder]

Originally Posted by julieee

In response to any past/future complaints:

Let's start off with the policy, just so everyone is clear. A receipt dated within 90 days is required for all returns/exchanges. That being said, here is what our policy offers as a way to help when you have lost your receipt. A receipt look-up can be made using the credit, debit, check, or gift card that was used to purchase the merchandise. However, just like the original receipts, after 90 days the merchandise will not come up on a receipt look-up. Also, if you were given a new credit card, but it is still the same account, OR if you share an account with someone but the card numbers are different, the look-up will not work. This is common sense. Now the real fun. If you paid cash, received the item as a gift, or do not have the card with you, we offer an exchange in the same department. A driver's license, passport, military ID, or social security card is required to process a no-receipt return. Target uses these forms of identification to keep track of how many returns you have made without a receipt. There is a limit to 2 transactions per year, OR up to $40 (This amount used to be $100, however, as of April 1st, it is $40***). Once you have done your second return without a receipt, the system will lock you out for an entire 365 days. There is nothing we can do from there. These transactions are supposed to consist of one item each. The lowest price the item has ever been is given. This makes perfect sense. It is to ensure that no one is getting more money than they paid for back. Without, a receipt, we have no way of knowing how much you paid. The exchange must be from the same department. For example: if you got a CD, you must get another CD; if you got clothing, you must get clothing. Simple. This whole 'exchange in the same department' thing is not even supposed to happen, so be thankful for what we are doing for you.

As a side note: receipts that are expired (the date is at the top of your receipt under the store address) don't count for anything. It's like you don't have a receipt and the policy is the same as stated above. Also, manufacturers' phone numbers are readily available as another alternative.

In regard to people's stupidity on what team members and managers are able to do. WE DID NOT MAKE THIS POLICY AND THERE IS NO WAY WE CAN OVERRIDE A COMPUTER. Now, there are certain privileges a manager has that a team member does not and if a problem arises, you can be sure the manager will do everything POSSIBLE to resolve the issue. Because, honestly, we just want you to get the **** out if you're going to be difficult. If a team member tells you that there is nothing we can do, they are not just saying that because they don't like you or don't know what they're doing--they really just can't do it.

I will admit, Target does have a pretty tough returns policy for a discount store. However, it is not unreasonable or unfair. It is this way to prevent fraudulent returns and to keep losses at a minimum. This is obvious by using a little common sense to think about why Target really doesn't want your 2 year old iPod or your Gap shirt you swore you bought here.

I just cannot get over how rude people get when they do not get their way. It is ridiculous. And please, if you're going to get a nasty attitude with a team member, you cannot expect them to just sit there and take it. We work for Target, NOT for you, so do not treat someone who is trying to help you like an idiot. We are trained, just like you, to be polite and professional and to help the guest as much as possible, but reacting in a disrespectful way will not be tolerated with politeness, and it sure as **** will not make us to assist you any further. Again, this is common sense. Target is one of the largest retailer in the U.S., pulling in billions of dollars daily. In short, Target doesn't care if you won't be back to spend your $200 a week; there's plenty of other people who don't have their heads up their butts that will. And, really, who cares if you had a bad experience returning something? An easy way to solve that problem would be to save your receipt, or never return anything.

So, the moral of the story is to save your receipts and have some common sense. The Guest Service Team members are there to help (seriously), not to make your life difficult, so please don't make theirs difficult either.

Thanks for shopping.





***I might as well let everyone know, the policy will be changing this spring. The $40 limit stated above will be dropping down to $20 in August 2007 in an effort to eventually eliminate no-receipt returns all together. Also, store credit for $10 or less is now available without a receipt.

I might start by saying that if this person is a shining example of Target's employees then they need to start training new employees. AND I wish there was a way to trace her because I am forwarding her blog to Target's home office.

Target needs to POST THEIR RETURN POLICY at every checkstand AND at the customer service stand. They should also tell people if something is broken when they buy it to bring the receipt back because there will be NO EVEN EXCHANGE or even an apology.

One way to get decent customer service is to shop where you are respected as a customer....where the customer appreciated. When the cashiers stand around gossiping or tell you they are going on break (actually happened to me in Target) and could not help me and refused to find someone else to help me....then I know I am not appreciated.

[B.Snyder]

Originally Posted by warpedg

Im 40 years old and I never remember ANY store letting you have a year to return something. The only business that I can recall that does that these days is LLBean. Ive worked for LLBean and if you want to know why their prices are high??.....look no further than their return policy. The high prices help the company recoup money from the type of people who use things for years then return them expecting a full refund. I believe that having 90 days to return something is MORE than fair and, if Im correct, pretty much the standard return period of a lot of major retailers these day. I mean its a quarter of year!! If you are that busy you cant get back to a store in that period of time then you need a personal assistant.

You carry out a copy of the store policy with you every time you shop at Target and it is clearly posted in the guest service area of every store. What more do you need for posting? We could recite it to you every time you come in but then you would complain that checkout time is too long.

As far as quality is concerned...yeah, something should not fall apart in that short period of time. But think about it....its a discount retail store...not Macy's or Saks. As they say...you get what you pay for.

I am not 40 years old and remember purchasing a comforter set at Mervyns a few years ago. I didn't use the set for about one year and then decided to use it. When I washed the set the colors bled together and it was ugly. I returned it to Mervyns, WITHOUT A RECEIPT and they willingly and cheerfully returned my money to me.

[warpedg]

Originally Posted by B.Snyder

I am not 40 years old and remember purchasing a comforter set at Mervyns a few years ago. I didn't use the set for about one year and then decided to use it. When I washed the set the colors bled together and it was ugly. I returned it to Mervyns, WITHOUT A RECEIPT and they willingly and cheerfully returned my money to me.

Hmmmmm...funny..check out Meryns return policy online. It looks surprisingly similar to Targets'...(probably because it was a Target family company till they were sold off in 2004). No receipt=no exchange...must be new, unused, returned within 90 days...etc. The only way that return should have been accepted is through a manufacturers warranty. If it didnt, the person who accepted it back REALLY didnt know what they were doing and probably got in trouble for it later. Congrats on getting your money back on that one. I doubt it would happen again though.

[charles ingalls]

when traget opened up in 03
in cincinnati on colerain.. my mom and
sister went in and asked about their return policy, they said we won't take anything back... they told me that
and said they won't be in buisness long
guess they had to many complaints they
now do returns

[solidsteel]

they gotta learn that they wont run well without the policy to allow returns

[PennStateCutie]

JC Penney's - at least our local one - has amazing customer service and a great return policy. A woman that I taught with used to work for JCP before she got her teaching position and she said that you would be amazed at some of the things that people would try to bring back (obviously worn, washed, etc), but they were instructed by upper management to take them back with a smile! Everytime! It just floors me, but it's one of the reasons that it's the only retailer (aside from dollar stores) in our small town that walmart hasn't driven out!

[shell1213]

Originally Posted by PennStateCutie

JC Penney's - at least our local one - has amazing customer service and a great return policy. A woman that I taught with used to work for JCP before she got her teaching position and she said that you would be amazed at some of the things that people would try to bring back (obviously worn, washed, etc), but they were instructed by upper management to take them back with a smile! Everytime! It just floors me, but it's one of the reasons that it's the only retailer (aside from dollar stores) in our small town that walmart hasn't driven out!

My daughter was 15 or 16 when we were at our local JC Penney's "Sweet Sale" where shoppers received the discount found on the wrappers of the chocolate bars being handed out to shoppers. It was during the Christmas shopping season so the discount would have come in handy for her purchase of Christmas gifts. In fact she had already found a couple of things and had them in her hands when she went to get her promotional candy. The lady handing out the bars refused to give her one and snapped that only adult shoppers were allowed the promotion. My daughter said she was also shopping but the sourpuss would not budge -- my daughter dropped her items onto the table told me what happened. Even though I told her I would get her a candy, she vowed that she would never purchase another thing from Penney's since the value of her money was the same as any "adult shopper". She is now 22 and has kept her promise and probably stepped into a JC Penney's only once or twice since then only to use the store (not our local store) as an entrance or exit while shopping with me. She always arranges to meet me elsewhere after I've finished. Since the incident, she absolutely refuses to even enter our local JC Penney's.