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BG: I work in an upscale women's store, and up until about a year ago, our return policy basically had no restrictions. You wore it, and changed your mind? no problem, we'll take it back - even if you wore it 6 times. No receipt, the item is on sale, but you bought it online so the ticket isn't marked down? No problem, we'll not only return it ,but credit you the FULL price on the ticket. You bought something 6 years ago, and somehow miraculously still have the receipt? No problem, we'll take it back. As the manager who hired me said "even if the cat peed on it, we'll take it back"
However, about a year ago, we changed our policy. Its is now 60 days, and if you have no receipt, you get whatever price its selling at, including any additional % off. No receipt? you get a store credit, AND if the tags are off, even if you still have them, technically we cannot take the item back as it could have been worn. End BG
As you can imagine, after years of bending over backwards, and being overuled by customer service in some instances, a lot of customers are not too happy about this new policy. They becames used to being able to return anything, anytime. The main complaint is "I didn't know" - well, too bad, its printed on all receipts, if you ask, we will tell you, and there are signs all over the cashwrap area. So the I wasn't aware of the change excuse doesn't fly.
The only exception to the 60 day policy is if the merchandise is somehow defective. But that's it.
So last night a customer comes in with an item to return, and she is 5 days past the 60 day mark. We politely tell her, I'm very sorry, we cannot return this item. She throws a hissy fit, and we call CS for her. Who says the same thing, we are sorry, but we cannot make any exception to, and must uphold our policy. Which honestly, is a complete about face from what we have done for so many years! She then complains some more, and the manager says, well, call CS back and let the customer speak to them. So we do, and the CS rep, plus the supervisor she then demanded to speak to said no as well! Sorry, but you are not such a special snowflake that we can make exceptions to the policy for you!
The customer also tried to pull the "well, i bet you don' get that many returns past 60 days, so you can do it for me" and the associate told her i had JUST had one!!! So she left, not happy, and with her item we could not return!!!!
On another note, i got tricked by a customer last night; she came in with items to return, and the receipt was over 60 days. I politely told her i was sorry, but couldn't do it....she then said the other manager, the other day said it would be ok, so I asked the manager on last night (different one), and she said just do it, i think so she didn't have to deal with it.
So I do it, then later on, another assoc. tells me she was in the other night, trying to return items, but did not have her receipt. So I think what happened is the manager suggested she go home and look for the receipt, and IF she found it, we coudl then do the return. But the manager had no way of knowing how old the items were, and had she known, she would have told her, sorry, we can't do it. So since I was not aware of any of this, I just assumed, based on what the customer told me, that the manager ok'd the out of time return!!! I was not happy.
However, about a year ago, we changed our policy. Its is now 60 days, and if you have no receipt, you get whatever price its selling at, including any additional % off. No receipt? you get a store credit, AND if the tags are off, even if you still have them, technically we cannot take the item back as it could have been worn. End BG
As you can imagine, after years of bending over backwards, and being overuled by customer service in some instances, a lot of customers are not too happy about this new policy. They becames used to being able to return anything, anytime. The main complaint is "I didn't know" - well, too bad, its printed on all receipts, if you ask, we will tell you, and there are signs all over the cashwrap area. So the I wasn't aware of the change excuse doesn't fly.
The only exception to the 60 day policy is if the merchandise is somehow defective. But that's it.
So last night a customer comes in with an item to return, and she is 5 days past the 60 day mark. We politely tell her, I'm very sorry, we cannot return this item. She throws a hissy fit, and we call CS for her. Who says the same thing, we are sorry, but we cannot make any exception to, and must uphold our policy. Which honestly, is a complete about face from what we have done for so many years! She then complains some more, and the manager says, well, call CS back and let the customer speak to them. So we do, and the CS rep, plus the supervisor she then demanded to speak to said no as well! Sorry, but you are not such a special snowflake that we can make exceptions to the policy for you!
The customer also tried to pull the "well, i bet you don' get that many returns past 60 days, so you can do it for me" and the associate told her i had JUST had one!!! So she left, not happy, and with her item we could not return!!!!
On another note, i got tricked by a customer last night; she came in with items to return, and the receipt was over 60 days. I politely told her i was sorry, but couldn't do it....she then said the other manager, the other day said it would be ok, so I asked the manager on last night (different one), and she said just do it, i think so she didn't have to deal with it.
So I do it, then later on, another assoc. tells me she was in the other night, trying to return items, but did not have her receipt. So I think what happened is the manager suggested she go home and look for the receipt, and IF she found it, we coudl then do the return. But the manager had no way of knowing how old the items were, and had she known, she would have told her, sorry, we can't do it. So since I was not aware of any of this, I just assumed, based on what the customer told me, that the manager ok'd the out of time return!!! I was not happy.
She was embarrassed and walked out.
We sell womens' clothing. 
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