Store Guests Returning Merchandise are Targeted
By George Anderson
L.L. Bean they’re not.
The Boston Globe reports that Target and Best Buy have adopted policies to make it more restrictive and expensive for consumers trying to return Christmas gifts.
Target’s 90-day return policy requires consumers to provide a purchase receipt. A 15 percent restocking fee is charged for consumer electronics where a box has been opened.
Best Buy’s policy only gives consumers 14-days to return computers, monitors, printers, camcorders, digital cameras and radar detectors. The consumer electronics retailer allows 30 days on other items. Best Buy charges a 15 percent restocking fee to consumers returning 14-day products.
Moderator’s Comment: How important a factor is a retailer’s
return policy in a consumer’s perception of a store’s customer service?
Note to Target: This is no way to treat a guest.
Imagine that you are a weekly shopper (AKA guest) at your
local SuperTarget and a) the store will not accept a return because you didn’t
have a receipt or b) charged you a 15 percent fee because you opened a box.
If either of these things happened, you would be c) fill in the blank.
[George
Anderson – Moderator]