Target's Return Policy

[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.

[kdm2273]

Originally Posted by julieee

In response to any past/future complaints:


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.




Company: Target
Store: SuperTarget Leesburg
Title: Guest Service Trainer
(store-level; not a corporate statement)

You need to realize that while you work for Target, if consumers didn't shop there, YOU wouldn't have a job. So, essentially, YOU do work for ME and for everybody else who shops at your store.

Instead of defending why customers are treated rudely, encourage others who work in customer service to treat your customers like you expect to be treated. That will go a long way. It drives me crazy to go to check out and the cashier (or whatever the title) is so busy talking on the phone, gossiping with other employees, etc. to even greet me and then shoves a receipt at me. Doesn't leave many warm fuzzies! And then, if there is a problem to be treated as if an employee couldn't have possibly made a mistake (therefore, you made the mistake)! Give me a break. Just do your job and do it well (not for you personally, but customer service in general) and don't make excuses.

And while Target may not care about my money specifically, if everybody who had a bad experience would start shopping some where else and let Target know why, then they would care. Because while one person going else where has very little effect, hundreds or thousands will make quite a dent - and trust me they will care. And so will you, again, because if we don't shop, they don't have a need for employees.

The correct answer to who cares if I've had a bad experience returning an item: You should care. If you think that your disrespect should be met with politeness, you are just as wrong as a customer who treats you disrespectfully. From my experience, there are some people who are going to act disrespectfully regardless of how a situation is handled. They are difficult. But most customers who begin getting disrespectful toward a customer service person are being treated disrespectfully themselves. And yet you have the nerve to complain about their lack of common sense. Seems to me, you need to read your post and digest how it sounds. I could be wrong, but it seems to me that you want to be rude, disrespectful and unhelpful and hide behind policy and the fact that you work for Target. Then, talk about the customers on a public forum. That's great customer service and I'm sure your manager would love your attitude! Sometimes, though I'm sure not to you, things happen to receipts. And sometimes, something needs to be returned that was on those receipts. That is not a crime, it's called life.

[katlnhats]

Hello Julieee,
Let's look at this from a totally different perspective. Take the holidays for instance, or a birthday or Mother's/Fathers Day gift. As with any gift, the recipient isn't usually given a receipt - kind of tacky, don't you think? They're simply given a wrapped gift, and anyone who's given it to you will let you know where they bought it. I'm sure that you can identify your own products, or hopefully have someone in the store (like the Manager?) who can.
Denying even a store credit to people is beyond ridiculous, as is the 2 returns per year at $40.00, oops make that less, per year. Can a Manager override a system? Having Managed many stores, though not Target, I'm saying yes. Rudeness will get you nowhere and yes, I'm a consumer that you just lost to Targets business, not because I've ever had a problem with Target, but because I have a problem with narrow-minded attitudes as well as rudeness from employess like you.
Keep in mind, without us, the consumers - you have no job.

I hope that you forwarded your post here to Target so that they can see what kind of employee you are. I will say this - when I managed stores, you would not have worked for me.

Kat

[sunlover5]

The only time I've had a problem with returning something to Target was a couple of years ago. The embroidery on a pair of my DD's jeans started unraveling about 2 months after I bought them. Unfortunately, I hadn't saved the receipt that long and was told the only option was to offer me an exchange, IF I could locate an identical pair on the rack. Unfortunately, I had bought them at the end of the season and the racks were full of summer clothes. It was obvious the jeans were from Target (Xhiliration brand), but I was told I was out of luck.

Originally Posted by katlnhats

Take the holidays for instance, or a birthday or Mother's/Fathers Day gift. As with any gift, the recipient isn't usually given a receipt - kind of tacky, don't you think? They're simply given a wrapped gift, and anyone who's given it to you will let you know where they bought it.

Whenever I make a purchase at my Target, the cashier routinely prints out a gift receipt. I don't even have to ask for one. If all Targets followed this procedure, it stands to reason that more people would include the gift receipt with their gift, allowing easier returns.

[Floridamom]

I was going to say the same thing about gift receipts, we can also give them at Wal Mart. We also have a policy on returns without a receipt, ours is 3 a year, and there is no dollar limit that I am aware of, with the exception that less than I believe $10 without the receipt is in cash, and anything more than that without the receipt is on a gift card, so you can use that anywhere in the store. (A heads up for anyone who may be have the situation arise, because I have seen it happen, if you are paying for a gift for someone with a credit card, make sure you give them a gift receipt and not the receipt. The gift receipt will give them store credit if they return it, the receipt, if they return it, will put the purchase amount back on your credit card. I had a customer asking me about that, so I just thought I'd mention it.) And I agree there is a reason for the policy, because you would not believe the things I have seen people return. But people who try to do dishonest returns make it harder for the legit people.

I have, as I am sure alot of us in the retail business have also, dealt with the mean person, that no matter what you do, including bending over backwards, doesn't help. I have had people complain I was rude when I wasn't, some people are just miserable and are not satisfied unless they are spreading miserable on someone else. And sometimes it is all you can do to keep from getting ticked off. In that case, call your CSM or manager over to get involved, they can do more. There is really no reason to get nasty with a person.

I also agree, too, that it is annoying when clerks/cashiers/employees are talking to each other while they are supposed to be waiting on me, and it annoys me when I am working, and I am on a register that all the customers come to, and I am taking a bulk of the customers while the other cashiers are hiding behind their registers or talking to each other. Which is why when I am talking to someone, and a customer comes to there line, I either walk away from the cashier so they can concentrate on the customer, or I will stop talking and put bags in the cart while the cashier is ringing them up. (alot of time customers don't look to see what lights at the registers are on either, they just see someone standing at a register and jump there.)I Sometimes I will politely tell the customers in my line that such and such a register is open with no waiting. But even then sometimes you get the customer getting mad, instead of saying thanks, they jump down your throat and say "what's the matter, don't you want to wait on me" or "don't you want to work", or "what are you, going on break or something". I just simply reply nicely, "No, I was just trying to save you alittle time standing in line."

Ok, I guess that is my rant for the moment. lol I think part of it is, some people think your are stupid because you only work for Walmart, or you only work for Target, or whatever other retail place it is, and they don't care about treating you like that. I just wish everyone, no matter who it is, would remember that we are all people, we are all the same no matter where we work or what we look like.

[kayaker@heart]

I work in retail & I love Targets return policy. I only wish that all major
corporations were as efficient as Target. One knows how corporations think, & there pocket book is the only thing that counts. I work for a major chain store and we have many super stores that get new cash register systems, while the little rural stores get the old ones that continue to break down when there is a sale or long lines of customers, but they can't afford the extra cash to keep the customer happy in the rural area. It is really bad that things are that bad where you work and have come to the point that you don't know what to do with someone who his rude to you, because this happens where I work just about every other day to me and it usually is the corporations fault. My manager has told all of his crew that his minimum wage employees should not have to put up with it & to send them directly to him if there is a problem. This is what should happen when you have this problem, because what you don't realize is they have been trained to deal with it & that whatever attitude you get will just resonate 20 to 30 min. beyond to the next customers as well as raise your blood pressure which is not good for your health. For what your probably making an hour it isn't worth it. Our regular customers have come to know that they can get just about whatever they want, whether they know that they are cheating the store or not. Even if the customer does not read the sign correctly or the coupon correctly or they don't understand that it only states one brand, they just never want to admit to being wrong. So rather then have them upset 3 other customers who are waiting in line because of old registers or lack of employees sceduled to work, it is given to them for whatever they want. At the end of the day the corporation feels they made enough money from the great super stores that also have air conditioning. The larger ones counter act all the crap from the little rural store. Be thankful you either have ventalation or air conditioning in that Target store that you work. Did I mention I work in California where no matter where you live it gets hot in the summer & our store has none. This also makes our customers even more unhappy.

Don't Stress-Give It Away (Thats what management is for)

[santosmom]

All I can say is that if I had an employee as rude as Julieee waiting on me, not only would I be asking for a manager & lodging a complaint, I would also notify the company headquarters. You are in the business of public service, and you are supposed to SERVICE the people at your register. You can be firm and still be polite.

[msweise26]

All a customer wants is to be treated with respect. I get the feeling that Julieee would not be one of the customer service representatives that would give me that. I work in retail as well, and yes, it is frustrating when you get someone that does not understand the policy and turns it into a personal attack against you, the employee. However, I'm willing to bet that Target does not share the point of view expressed that they don't care if a customer comes back because they have "plenty of others". Sure, one $200 a week customer isn't a huge loss in the grand scale of things...but tick off enough people, and that $200 a week could quickly become hundreds and thousands of dollars in losses. Word of mouth can be a companys biggest boon or biggest thorn.

NONE of the retailers in my area take receipts without returns. The Walmart and Meijers in my town won't even accept exchanges without a receipt. Awfully frustrating when you received 10 packages of newborn diapers at your baby shower that your baby grew out of within a month. Not asking for refunds, just an even trade for a bigger size.

[SweetPea26]

I had to return some items to Target over the weekend and didn't have a problem doing so. The weekend prior to this past weekend, I went and bought some summer clothes for work and a few odds and ends for my house. 3 Shirts that I bought did not fit me correctly so I took them back, (yes they were over 40.00) and they took them back no questions asked.

[jeanrtco]

My daughter registered on the bridal registry at targets, and because targets did not remove the items from the list when they were purchase she received many duplicates. For example 3 black & decker blenders! Well targets new policy does not allow return of over $20 item w/o receipt, the 3 wedding guests did not attach receipts (the item is $29.99) and they will not take back and issue gift card credit or exchange of any kind, they say nothing they can do about it! NO ONE ELSE sells this item and it is sealed and brand new! I really feel that this is very unfair to my daughter why should she be out a wedding present because of this policy??? Do we have to write on shower and wedding invitations attach all TARGET receipts! I think that off the registries there should be some exception.
Jean

[amandaroyer2007]

Well to reply to the wedding registry, this is a simple CUSTOMER mistake. Just because she registered doesn't mean that people scanned the registry when they bought stuff dear. I LOVE SHOPPING AT TARGET and although I have never returned anything I am very happy to have a higher end store that still has great prices to compete with walmart. Target has nicer clothes, and more variety. And you know, there customer service is acceptable if you ask me! I put a jumbo pack of luvs diapers in my cart that had a posted sale of $10.00 (originally $11.99 there) and when I got to the register they rang up $11.99 so I asked her (my cashier) about it and she went back to the department and checked the posted price and immediately granted the $10 price even though the sale was over! That's awesome customer service if you ask me...

Now to hit on the "cashier too busy to work complaints" How many cashiers a day do you think have to deal with customers talking on cellphones and being oblivious to their transaction???

In target, I HAVE NEVER HAD CASHIERS TOO BUSY TALKING TO CHECK ME OUT....now I can't say the same for walmart.

I am not discrimminating against either store because I still shop at both.

You all are right, Juliee shouldn't be working with other people. She really should be a janitor. or a Security Guard or something by herself.

[kayaker@heart]

I'm sorry. This is somewhat off the subject but I just felt I needed to address a different type of stealing.
Did you say the sale was over, but they still gave you the sale price? Did your parents not teach you right from wrong.
Where I work the signs are all dated because we are not always able to get them down on time. Don't you even feel guilty at all, if the sale was over or if the sign specifies a date. I was raised not to steal & to me that is just another form of it. If it were me & I had noticed a sign that was still up, I would actually pull it down and turn it in at the register after all, "Isn't that what pay it forward is all about". I really don't think people realize why prices of items keep going up, theft in many different ways costs you & me more at the cash register, this includes those that take price stickers off of other products and place them on something they want trying to get a cheaper price.
I don't think people know what delayed gratification is in this generation, and I'm not that old, I was raised by wonderful grandparents, which taught me right from wrong. If you don't have the money now save up to buy it & this way you will appreciate it more. This is what they taught me.
Sorry to get off subject of returns.

[kdm2273]

Actually, it is not stealing for a customer to ask (or demand) that the price advertised be honored. There are laws that protect consumers that indicate if a price it posted it must be honored. It doesn't matter if the sign has a date. If it's posted it has to be honored.

The whole point of this thread is bad customer service and the point of the post was the customer received good customer service from a Target. I don't think the person needs to be called a thief for receiving a price that was posted.

[galena]

Originally Posted by kayaker@heart

Did you say the sale was over, but they still gave you the sale price? Did your parents not teach you right from wrong ...
Don't you even feel guilty at all, if the sale was over or if the sign specifies a date ...
I don't think people know what delayed gratification is in this generation ...
Sorry to get off subject of returns.

Please, no need for an apology. I needed a good laugh today

[silverwick]

Well, I can certainly understand her frustration with the the rare nutjobs who cross the line when frustrated over a company return policy. I do not know juilee, in fact this is my first post, I believe. Do I believe that the attitude of "let them go somewhere else" is the best policy? Certainly not. But I can certainly sympathize. I have been in retail for 12 years now or so and most of that spent at the service desk. I can honestly say I have NEVER EVER had a customer complaint or have even been rude to a single soul. I know this sounds absurd but it is nevertheless true (if you were to ask any person I worked with, they would agree). I have seen return policies go from extremely lax (and many many people repeatedly cheating the system-such as grabbing an item off the shelf and returning it for store credit) to having to politely deny all persons without a reciept. Now I completely understand the frustration as a consumer at being unable to return merchandise obviously purchased at a perticular store but I think what Jubilee was responding to is the people that just go effing nuts. When I get a customer that is unhappy with the policy, I smile and very politely tell them that I'd be more than happy to get a manager to speak to since I am simply at the mercy of company policy and have no leeway when the manager may be able to better help them. The only big big frustration I have is when after this statement the customer starts screaming at me (truly screaming) that I had better effing get the manager up her since I am so stupid and incompetant, etc. I have also been called many many many many names at simply doing my job. I have also been physically threatened, spat at, had items thrown at me and physically hit. I have never ever done anything to provoke such a reaction from a person but nevertheless it happens. What I believe Juilee was trying to say so poorly is while you may not like the policy of a store, the policy was created by the company and not a single person at that store (well, in general, if it is a mom and pop store it may well have been) and it is not thier fault that policy dictates that you be denied a return. We are but at the mercy of those with the true power, who need not feel the consequences of thier decisions, unlike those who are on the front line, having to execute those decisions and baring the full brunt of the unsatisfied masses. All that those of us stuck on the front lines would like to say is PLEASE understand that we are but doing our jobs as dictated by those that sign our paychecks. We have no control over what we can or cannot do. Most of us would just rather give you the money if we could, it would be less stressful and time consuming. Now, that being said, if the person helping you is being rude and a jerk, by all means, complain to their manager AND contact corporate hq. I would suggest not escalating the situation by resorting to thier level. When I get a customer that is rude to me, I simply get them a manager or be extra extra extra polite until they calm down (they almost always end up apologizing for getting out of hand). I am very very good at what I do and DEMAND that those I work with act in a professional manner towards customers (or else I have them go to a different department) and feel other stores should have the same professional attitude that we show. As for chatting with other employees while on the job, while it is certainly acceptable at certain times, in front of a customer is never the right time. The customer in front of you is the most important person in the store and should be treated that way, as far as you are allowed to help them.