I had one at work last night. Let me say that out return policy at my store used to be anything goes. In that, we'd take anything back, any time, no problem. No receipt, sure, we'll take it back. No ticket on the item, again, sure, we'll take it back. And there were no time limits. We'd take things back if they were worn, say shoes, that hurt feet, or pants that were "too loose" after a wearing, becasue you bought them loose, sure, we'll take them back.
As time went on, company policy changed. I'd say about 4 years ago. We now have a 90 day return policy, which is more than generous, and we will only take things back with a receipt, or tag on, etc. if you can't find your receipt, but have the ticket on the item, if we can find it in your customer history, we can get the receipt info, and therefore, do your return, IF its within the 90 day period. Now if the merchandise is defective, yes,
No ticket and no receipt, sorry, you are out of luck. I don't make policy, but I do have to enforce it. So customer has an item she wants to return, but has no ticket and no receipt. Normally, I'd have to refuse, but the manager allowed me to see if we had another one, which we did, so I could make a ticket up, and i found her receipt info, so all was good.
She then returned a couple of other items on the receipt, which had tags. Again, no problem.
The problem arose when she wanted to return a pair of worn, but washed, socks. Saying they were defective beacuse they didn't stay up. But she had no ticket, and no receipt. I told her i'd have to ask the manager, which I did, who said no. SS was not happy, saying well, you have them over there (which I don't know if we had the exact ones or not) and carrying on. I told her I was sorry, but the manager said no. She then continued with PA comments about how much she spends and how we COULD do it, but the manager was just being a stickler. Yes, she is following policy. Socks that don't stay up really aren't "defective", therefore she refused the return.
SS then returned the one item she had been going to keep, adn made some more comments. I then told the manager, in case it came back to bite her i.e. customer complained about her. Manager then called CS herself, and was told she was fine, it was her decision, and she handled things correctly.
I am so very tired of people wanting to bring things back for all sorts of reasons. IF there is a legitimate issue, fine, but in this case, it was a gray area, and the manager chose to act in a way that the customer wasn't happy with.