The Service Industry in America

[freshnesschronic]

Originally Posted by Clodfobble

Part of the problem is that with national chains, policies really are set at the top, and the local managers literally have no ability to make the "unallowable" return in the computer--and they can't just do it without entering it into the computer, because shrink is investigated, and they will assume an employee is stealing. Target in particular has cracked down on returns recently because they are getting scammed left and right. They should obviously let you talk to corporate immediately without having to yell, but they really can't do anything about it themselves without risking their jobs.

This is the truth. Jewel-Osco employee for 3 years (a supermarket in the midwest US).

[Flint]

Back to my original post:

Originally Posted by Flint

It's not the fault of the employee, and it's NOT the fault of the customer. It's THE POLICY that is designed to make it impossible to resolve anything.

It's unfortunate that the first-line employee (and second and third and fourth) are discouraged from directing you towards someone who can fix the problem. I don't want to yell at them any more than they want to get yelled at. But if they think I'm leaving without getting my issue resolved, then there WILL BE some yelling.

[Sundae]

Originally Posted by Flint

I didn't purchase it. I have no idea when it was purchased, could have been any time within the last NINE MONTHS that we were pregnant with the baby that this registry was for.

I don't claim to know consumer law in the US, but in the UK you would not be covered. It is at a store's discretion to refund or exchange for anyone other than the original customer. And it is a store's discretion to refund an item that has been in a customer's possession for beyond a reasonable amount of time given to check the item.

Bottom line is you (your family) could easily have been responsible for the vomit stains. Hell, the person who bought it up to 9 months ago could have given it to someone else before you. Stores are entitled to protect themselves and their profits against fraudalent returns.

You got what you wanted (not what you were entitled to) by yelling.

Yes I can see where the store was at fault for not checking the item before it was returned to the shelf. And it was very bad luck that the person who bought this item was someone who didn't need to use it immediately and therefore it went unchecked. But apart from showing you more courtesy there wasn't much that could be changed in the encounter given the facts.

[classicman]

I disagree - the correct outcome was achieved - unfortunately not until after a bunch of yelling took place. They sold a "defective" product and it was replaced - period. Thats what should have happened from the beginning - and with a smile and a thank you.

[Clodfobble]

So out of curiosity, do you (classicman or Flint) think there should be any statute of limitations on defective product returns?

[monster]

UK and US consumers laws and normal practices are so far removed from one another it's bizarre. Consumers here (US) have very little legal protection comparitively, and what they do have is hard to pursue, but most stores offer an extremely lenient return policy and it is expected by customers. In the UK there are many legal protections, but stores rarely go beyond those requirements.

For example, in the UK, if a clothing store has a fitting room available, the store is not obliged to offer any form of refund or exchange for an item returned because it doesn't fit, even if the tags are still on and the customer has a receipt. Most will offer an exchange, some won't. if you push them they might refund. But they don't have to and you willprobably have to work for it. Here in the US, you'd get a refund without question for up to 90 days after purchase without even being asked for a reason beyond stating whether the item is faulty or not. but there's no law enforcing that. legally, you bought it, it's yours, pretty much. The requirement of having a receipt has only really been introduced in the 7 years we've been here. And it's still not entirely necessary, even for stuff you've just "changed your mind about".

At first I thought stores here were crazy, but...

in the UK, I maybe returned one thing a year, if that. here, I'll return several at the same time. Why? because I can. I probably spend more as a result. Beest needs a new shirt -I'll buy several and return all the ones he doesn't like. No hassle and the store gets the sale. If I didn't know I could return the rejects, I'd probably look, go home, tell him about them and maybe not come back. no sale.

[monster]

Originally Posted by Flint

You tell me, SG. Tell me what I did "wrong" here:

I register at Target for our baby shower, .

Originally Posted by HungLikeJesus

That's the problem.

What he said, but thinking you're picking out the wrong part -it's not the Target bit that's the mistake....

more from Violent Acres on this idea...

[classicman]

Originally Posted by Clodfobble

So out of curiosity, do you (classicman or Flint) think there should be any statute of limitations on defective product returns?

Depends on the type of product, how long, if at all, it was used.... there are many variables. Too many to answer with a simple yes or no.

[Flint]

Originally Posted by Clodfobble

So out of curiosity, do you (classicman or Flint) think there should be any statute of limitations on defective product returns?

If you're going to provide a BABY REGISTRY service, to attract customers and their dollars, and you expect to reap the profits from offering this service, then you need to provide the LOGISTICAL BACK-END SUPPORT for this venture, i.e. familiarize yourself with the biologically-mandated timeframe within which a human pregnancy occurs, and adjust your policies accordingly. Otherwise, DON'T offer the service, DON'T attract the customers and their dollars, and DON'T reap the profit, IF you CAN'T provide the necessary support. That's called THE COST OF DOING BUSINESS.

[monster]

you're shouting again......

[Flint]

It is at a store's discretion to refund or exchange for anyone other than the original customer.

It's a BABY REGISTRY. It's DESIGNED NOT TO BE purchased for the original customer. They reap the profit of offering this service.

Bottom line is you (your family) could easily have been responsible for the vomit stains.

No. they admitted that the item had been restocked.

Hell, the person who bought it up to 9 months ago could have given it to someone else before you.

THEY ADMITTED THAT THE ITEM HAD BEEN RESTOCKED. THEY ADMITTED FAULT.

Stores are entitled to protect themselves and their profits against fraudalent returns.

And the customer isn't entitled to protect themself against purchasing a NEW ITEM from a retail store and receiving a VOMIT-STAINED, USED ITEM? If I wanted a used, vomit-stained item, I could buy it for $10 at the thrift store.

You got what you wanted (not what you were entitled to) by yelling.

BULLSH!T. I "got" a NEW rainforest jumperoo. I (the customer) PAID FOR a NEW rainforest jumperoo. I "got" what I PAID FOR. You seriously don't think I'm "entitled" to GET WHAT I PAID FOR? THEY HAD MY MONEY, I JUST WANED A RAINFOREST JUMPEROO. A NEW ONE, NOT A USED ONE. NOT A VOMIT-STAINED ONE.

And it was very bad luck that the person who bought this item was someone who didn't need to use it immediately and therefore it went unchecked.

BULLSH!T. It wasn't "bad luck" at all. It was purchased under a BABY REGISTRY. That's HOW they work. IT WAS INTENDED TO BE purchased for someone who "didn't need to use it immediately" -- that's HOW they MAKE MONEY by offering a BABY REGISTRY.

[monster]

shhh.....

[lumberjim]

Originally Posted by Flint

BULLSH!T. I "got" a NEW rainforest jumperoo. I (the customer) PAID FOR a NEW rainforest jumperoo. I "got" what I PAID FOR. You seriously don't think I'm "entitled" to GET WHAT I PAID FOR? THEY HAD MY MONEY, I JUST WANED A RAINFOREST JUMPEROO. A NEW ONE, NOT A USED ONE. NOT A VOMIT-STAINED ONE.

i thought it was a gift....what's all this 'MY MUNNY' bizness?

[glatt]

Shush. He's on a roll.

[kerosene]

I have always found it extremely easy to return stuff at Target. I am sorry for your pukey stain experience, Flint.