Another Return story

[Morty'sCleaningLady]

I was given a hat and scarf by my parents this year that wasn't my taste.  It was part of the "Life Is Good" brand and they purchased it near their home.  According to the receipt I had until January 6 to return it, so I knew I needed to do it this week.

On Christmas night, I went to the "Life is Good" website.  I couldn't find a list of stores near me. (I have since found the link.)  I  tried calling the company, but they were closed. (It was Christmas day.) My next thought was to email them.  At 9 PM EST, I sent a note, to which I have not yet received a response.

Yesterday, I called again.  I was told there were only two stores near my house - both over 20 miles away.  Well, I work in the big city, so I figured I could take the thirty minute trip to the Boston headquarters today.  I was told I needed the receipt or I could only get store credit.  The items they sell aren't really my taste, so I verified that I had the receipt to credit my Mom's credit card.

Upon arriving today, the Assistant Manager did EVERYTHING in his power to not allow me to make the return.  He told me I needed to bring in my Mom's credit card if I wanted to not get their store credit.  I finally called my retired dad and had him rattle off the card number and expiration date to me.  I left the store steaming.  I had the receipt.  It had a bar code on it.  My parents bought the darn ugly hat and scarf at one of the Life Is Good brand stores to make potential returns easy.   After I stared down the asst mgr., he finally granted me my return. 

I think next, Life Is Good will only allow returns with a retina scan.  For the record, I'm sending a letter.  I'm also never buying any of their products again.

Am I crazy or was this a bit too much of a hassle?

[HogwartsAlum]

I don't understand why, if you had a legitimate receipt with a bar code on it, that he didn't want to allow you a return.  I know stores are trying to skunk illicit returns, but how are you supposed to return a gift?  When it's with a receipt? That doesn't make any sense. 

I don't blame you a bit for being upset.  That was a big hassle.  I think it's a good idea to send a letter.

[Gwywnnydd]

I don't understand why, if you had a legitimate receipt with a bar code on it, that he didn't want to allow you a return. 

I don't know how this particular retailer structures their employee pay, but some (many?) tie their manager's/ asst. manager's pay to sales, and too many returns can mess up somebody's pay. A friend of mine works for a retailer that is structured like that (salary + commision), and he mentioned a return (of a $3000 item) that just decimated the salesperson's paycheck.

[kiero]

I was given a hat and scarf by my parents this year that wasn't my taste.  It was part of the "Life Is Good" brand and they purchased it near their home.  According to the receipt I had until January 6 to return it, so I knew I needed to do it this week.

On Christmas night, I went to the "Life is Good" website.  I couldn't find a list of stores near me. (I have since found the link.)  I  tried calling the company, but they were closed. (It was Christmas day.) My next thought was to email them.  At 9 PM EST, I sent a note, to which I have not yet received a response.

Yesterday, I called again.  I was told there were only two stores near my house - both over 20 miles away.  Well, I work in the big city, so I figured I could take the thirty minute trip to the Boston headquarters today.  I was told I needed the receipt or I could only get store credit.  The items they sell aren't really my taste, so I verified that I had the receipt to credit my Mom's credit card.

Upon arriving today, the Assistant Manager did EVERYTHING in his power to not allow me to make the return.  He told me I needed to bring in my Mom's credit card if I wanted to not get their store credit.  I finally called my retired dad and had him rattle off the card number and expiration date to me.  I left the store steaming.  I had the receipt.  It had a bar code on it.  My parents bought the darn ugly hat and scarf at one of the Life Is Good brand stores to make potential returns easy.   After I stared down the asst mgr., he finally granted me my return. 

I think next, Life Is Good will only allow returns with a retina scan.  For the record, I'm sending a letter.  I'm also never buying any of their products again.

Am I crazy or was this a bit too much of a hassle?

I've never been able to make a credit card return without needing to present the card used to make the purchase.  I think that's the whole point.  Otherwise someone could steal the bag and if the receipt was in it return it for cash.  It makes sence to me.

[lkl492]

I understand your frustration, but they will generally only refund the amount in the method in which it was paid.  So if it was paid on your parents' credit card then they should refund it to them or give you store credit. 

Since your Dad already knows you are returning it, you clearly aren't hurting his feelings, so couldn't they just give you cash or buy you something else?

[Liz0229]

   I work retail, and you should not have had any problems at all returning your items with a receipt.  Definitely write the company about your experience.   While we would prefer to return an item in the original way it was paid, there is never a problem giving a store credit for the item.  Cash returns are never done, unless that's the way the items were paid for.

[grinningcomb]

I work retail and having the receipt for a return is a wonderful thing so thank you.  But as far as putting it back on the card without it being present that's a bit of a challange.  Most (if not all) reciepts now will ONLY include the last 4 digits of the CC number.  We dont' keep the rest on file anywhere if we do not have the card present we can't credit anything back to you.  The best we can offer is store credit or to refund it once you have the card present. 

However you said you were able to get the CC number and experation date over the phone and that would have worked for the company I work for.  So I believe the manager was wrong to give you a hard time after that point if he did. 
BTW for what it's worth, we won't do that to charge purchaes as we don't know how the number is being obtained.

[kckgirl]

I've been to several stores recently that didn't need my card to credit a return. I think everything they needed is stored in the bar code on the receipt.

[Kaylee]

Yesterday, I called again.  I was told there were only two stores near my house - both over 20 miles away.  Well, I work in the big city, so I figured I could take the thirty minute trip to the Boston headquarters today.  I was told I needed the receipt or I could only get store credit.  The items they sell aren't really my taste, so I verified that I had the receipt to credit my Mom's credit card.

Upon arriving today, the Assistant Manager did EVERYTHING in his power to not allow me to make the return.  He told me I needed to bring in my Mom's credit card if I wanted to not get their store credit.  I finally called my retired dad and had him rattle off the card number and expiration date to me.  I left the store steaming.  I had the receipt.  It had a bar code on it.  My parents bought the darn ugly hat and scarf at one of the Life Is Good brand stores to make potential returns easy.   After I stared down the asst mgr., he finally granted me my return. 

I think next, Life Is Good will only allow returns with a retina scan.  For the record, I'm sending a letter.  I'm also never buying any of their products again.

Am I crazy or was this a bit too much of a hassle?

Okay, wait, let me get this straight.  You were returning this, but to the credit card for credit.  Not asking them to give you cash?

The only thing I can think is that they couldn't credit it without the card numbers, and he somehow confused this into being some sort of legal thing with the card being present...?  No, I've really got nothing.  I mean, I would understand only giving you store credit as opposed to cash.  But why kick up a fuss about the return when...and you had...

Sorry.  Glad you got it taken care of, and I hope you get something you like more.  *g*

[Rei-chan]

MrsBart, when you talked to the company via phone, did you explain that the purchases were made on someone else's credit card other than your own, or just ask about the return policy in general?  I am not saying this to blame you, just trying to figure out where the problem began....  As a customer service supervisor in the store I work at, I would have had the forethought to ask, but some others do not.  I think that is where the confusion may have started.....

Having a reciept is a helpful thing, but it only guarantees that the returner can get the price paid for the item.  It does not guarantee that the person can get this money back in cash or back on someone else's credit card.  If retail stores were to "save" each customer's CC number in their system, what is to protect the customer from CC fraud by someone who works in the store? 

In my store, we are told that we are to do everything we can to put things back the way they were done originally.  It is only when someone starts to make a scene that we can call a upper level manager and get approval to give in to a customer's demands to circumvent company policy.  IMO, this just encourages some customers that they will get things done their way if they yell loud enough (I don't mean you MrsBart, I am speaking about the customers in my store only.)
As to getting the CC # over the phone, I find it lucky that the store would accept that:  at my store, if you manually enter a CC # (for any reason) you have to imprint the card on one of those old slide machines: otherwise, LP is all over your rear.

At any rate, this situation doesn't sound like it was a personal attack on you:  It's business.  Employees must follow the rules set by the company or they can lose their job.  If you are really steamed about the company policy, you might check the website and see if there is a feedback option and mention it there. 

[Shoo]

I've been to several stores recently that didn't need my card to credit a return. I think everything they needed is stored in the bar code on the receipt.

Target comes to mind.  When you make a purchase with a credit (or debit) card there, it goes into their computer.  When you make a return, they scan the barcode on the receipt and it automatically gets credited back to the card it was originally purchased on.  No card required to be present.

If Target can do it, other retailers can to.  They choose NOT to, to deliberately make it difficult to make returns, IMO.  They don't want to lose the sale.

[Fellini]

MrsBart, if you ever want to return anything take it to Marshalls.  I used to work there, and we gave store credit to items from Walmart, Target & other unknown sources.  We had a woman come in one night and return $10.000 worth of stuff (yes that's four 0's).  Not only did it hurt our sales, we had to rehang everything (actual Marshalls' merchandise for once).

[Morty'sCleaningLady]

Hi all,

I am working on my letter to the company today.  When I called, I did verify that all I needed was a receipt and the merchandise.  The receipt was from one of the company stores and had a bar code on it.  (It wasn't purchased at Bob's or REI, for example.) I fully expected them to credit Mom and Dad's credit card.  Once we know everything is processed, Mom will mail me a check and I can hit the New Year sales for something I like.  The only thing different between the purchase and the return were the people present (Me instead of Mom) and the location (Boston instead of Portsmouth, NH).  The scarf and hat were also on display at the store I was returning them too AND they weren't on any kind of holiday sale.

Prior to Christmas, I made returns at Target, Wal-Mart, the Container Store and the Christmas Tree Shop.  None of them needed my card, only my receipt, because they had the bar code on the receipts with my credit card information.

I also want to stress that I stayed fairly calm and rational through the Asst Mgr.'s tirade.  I did call later in the day and get his name for the letter.  Mr. Bart's helping me on this one; he's in marketing and knows what retailers hate to hear most.

Thanks for letting me know that I am not crazy!

[HogwartsAlum]

I don't understand why, if you had a legitimate receipt with a bar code on it, that he didn't want to allow you a return. 

I don't know how this particular retailer structures their employee pay, but some (many?) tie their manager's/ asst. manager's pay to sales, and too many returns can mess up somebody's pay. A friend of mine works for a retailer that is structured like that (salary + commision), and he mentioned a return (of a $3000 item) that just decimated the salesperson's paycheck.

Oh I did not know that.  That stinks.  I hope that doesn't happen to your friend.   

[Rei-chan]

If Target can do it, other retailers can to.  They choose NOT to, to deliberately make it difficult to make returns, IMO.  They don't want to lose the sale.

That's not completely true.  While it is a choice not to, the reason for it (at least where I work) is to prevent people from stealing credit card numbers.  If the number is in the computer, someone could either get in manually via the store or hack in and take thousands of numbers.  Then of course, would come lawsuits from said customers because the company stored the number.  Some companies find it a better idea not to tempt people, because despite background checks or years of tenure at a store, you never truely know someone.