AirWillie6475 From United States of America, joined Jan 2005, 2448 posts, RR: 1 Posted (10 years 3 months 3 weeks 5 days 13 hours ago) and read 919 times:
I always wonder about our society. In the rest of the world, at least the countries that I have been to, people can not return products they bought, even if it's a 5 dollar shirt. Why is it that we can return things here? It's not healthy for the economy when people buy, return, repeat. I work in retail and I can not tell you how many people ask me if they can return the product or not. I just want to strangle them. I always think in my head don't buy it if your already thinking about returning it. I also notice that women ask me this question more then men do so there's also something else there but anyways, I think we are spoiled.
ACDC8 From Canada, joined Mar 2005, 7781 posts, RR: 33
Reply 1, posted (10 years 3 months 3 weeks 5 days 13 hours ago) and read 912 times:
I wanted to scan a few pictures onto my computer once, and it's just so darn expensive. So I went down to a local electronics store, bought a scanner and scanned the pictures. Next day I took it back and told them that the colors were off and I wanted my money back .....
DesertJets From United States of America, joined Feb 2000, 7876 posts, RR: 14
Reply 3, posted (10 years 3 months 3 weeks 5 days 13 hours ago) and read 902 times:
Retailers would not allow returns on most/all of their products if they did not feel that it helps them to make more money. Granted it is a pain in the butt to deal with returns, luckily in my stint in retail I wasn't the person that had to process them. But customers will come back if they appreciate the flexibility that a given store offers.
Also the makers of the products provide considerable support for returns. In large part by taking the stuff back. Which they in-turn either recondition/repackage to sell and 2nd and 3rd tier retailers. So even the distributor of the products can make money off of RTV items. The margins are high enough to support this.
Now there is a problem with serial returners. However most retailers do have policies and mechanisms in place to deal with these people. It usually comes to the point where they are no longer welcome as a customer. But this happens only in extreme cases.
Stop drop and roll will not save you in hell. --- seen on a church marque in rural Virginia
AirWillie6475 From United States of America, joined Jan 2005, 2448 posts, RR: 1
Reply 4, posted (10 years 3 months 3 weeks 5 days 12 hours ago) and read 896 times:
Thanks for the replies, the problem is that consumers have gotten accustomed to returning things that they can't buy the products to keep, they think they have the right to "test" them out. Some people don't buy the product, even if they needed it, just because they can't return it. Other wise if I told them they could return it they would buy it on the spot. It doesn't make sense.
GuitrThree From United States of America, joined Oct 2004, 2067 posts, RR: 7
Reply 5, posted (10 years 3 months 3 weeks 5 days 8 hours ago) and read 861 times:
You know Willie,
I used to think of it the same way. Before I branched out and started my own independent contracting company in logistics, I was in Retail-Hell for 20 years, 15 of it being in the grocery industry, 5 being in the office supply industry. I was running a 35 employee 10 million dollar store when I was 23.
Of course, in the 15 years in the food business, I didn't have too many returns...
But those last 5 in the Office Supply industry opened my eyes. Sure, you will always have those that return stuff just for new stuff, but thats one of those "costs of doing business."
Whatever the companies policy was for returning items, I always expanded on it. I always kept up with the manufactures return allowance period and if the product was still in return status for me, I would let the customer bring it back as long as they swapped it for something else. 95% of the time, they ended up spending more.
My other policy was that any time someone came back with a small items, $20 or less, and had a receipt, it was no questions asked, you got your money back. Trust me, listening to your DM because someone called and was refused a $2.95 return is never worth it.
Finally, known good customers always got returns. Always...
Also, if we screwed up, they got credit. Just before leaving the Retail business, one of my copy center employees screwed up a $2,300 order. I mean it was toast, pages wrong, cut off text, etc. What did I do?? As soon as I calmed the customer down who I could tell was very mad on the phone, I went out and told the copy employee to start over, and this time do it right, and then proceeded to void the sale. This was never asked for by the customer.
Two days later, the copy employee delivered the job to the customer with a refund receipt for $2,300. Yes, that job was free. Why? Because we screwed up.
I found it at the end that giving the customer what they want kept the business coming back.
So, what did all those returns that you say hurt business do? Well, I left last summer, and one year after leaving, sales in that store are almost off by 40%. Yes, I said 40%. And to tell you the truth, the store "physically" looks better than I ever could keep it, its cleaner, better stocked, and just plain looks good. However, the sales aren't there. The new managers policy on returns? To the letter of the law...
I'm rambling now, but I must share a story with you... right after leaving retail last summer, my 4.5 year old Troy Bilt tractor that I bought at Lowes was falling apart, and I've had a ton of problems with it. One month after getting it the deck fell off! It took over a month to get it fixed (no parts). Year after year, it was something. After the entire front end fell apart, I sent a nice, professional letter to the CEO of Troy Bilt and CC'ed the CEO of Lowes. I was bascially asking for a $90 part that was broken for 4 years (in warranty that was refused to be fixed) be paid for. Three days later, the Manager of the local Lowes contacted me, and two days after that they refunded my entire purchase price for the Troy Bilt and I bought a new Huskvarna for $300. Do you know what I got from Troy Bilt? After a week and a half, I got a letter telling me that they were dealing with the problem and I should have a resolution quickly. Keep in mind, I already had my new mower at this point. A week after that, 2 and a half weeks later, I got, in the mail, a poor photo copy of my warranty from Troy Bilt and a letter explaining that it was out of warranty and basically tough luck. You can imagine the letter I sent him back.
Will I every buy a Troy Bilt (MTD) product again? Never on your life. Will I ever shop Home Depot?? Nope, unless Lowes doesn't carry what I need. So I guess the moral of the story is that Home Depot lost a customer and NEVER did anything wrong. Lowes has a customer for life.
Anyway, if you plan on staying in retail, and I don't wish that on anyone, remember, silly returns equals long term customers.
BristolFlyer From United Kingdom, joined May 2004, 2323 posts, RR: 0
Reply 6, posted (10 years 3 months 3 weeks 5 days 7 hours ago) and read 856 times:
It harms the suppliers the most. The retailers give out ridiculous returns and then screw the suppliers for their best prices.
Example: a friend works at Costco and they had a load of garden furniture returned after 2 yrs as it had faded in the sun. Customer lives in the desert, bought cheap furniture then left it outside for 2 yrs. What did they expect?
Some companies even do refund & replace - where you get a refund and a new product back (for food items). This is ridiculous. It really annoys me when people go to shops, buy 5 items then take 4 of them back as they couldn't be bothered to try them on in store.
GuitrThree From United States of America, joined Oct 2004, 2067 posts, RR: 7
Reply 7, posted (10 years 3 months 3 weeks 5 days 7 hours ago) and read 851 times:
Quoting BristolFlyer (Reply 6): It really annoys me when people go to shops, buy 5 items then take 4 of them back as they couldn't be bothered to try them on in store.
You can look at it that way.. But, if you don't allow them to return those 4, then they will shop elsewhere for that one they are keeping.
And look at it this way, why get bent out of shape when someone buys something, takes it home, and has to drive it all the way back just to return it.... it's costing THEM money and time.. not too bright if you ask me..
However, it can be said that I don't blame some of these women for not trying things on in the store... in this day and age of cell phone and hidden cameras, you never know...
Texdravid From United States of America, joined May 2004, 1397 posts, RR: 0
Reply 8, posted (10 years 3 months 3 weeks 5 days 7 hours ago) and read 845 times:
One thing I didn't know was that you have a "cooling off" period for a house purchase. That is, if you change your mind within 48-72 hours, you can call off the deal without penalty.
However, when it comes to cars, once you sign on the dotted line, that car is yours, at least in Texas.
My good friend made a rash decision and bought a car she wasn't exactly satisfied with. When she tried to return it and call it off 12 hours later, the dealer told her to take a hike. I came to the dealer, and made a fuss, and he relented, but told me he didn't have to. So on big ticket items, be careful. It isn't always Walmart!!