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Restrictive return policies at retail stores
Last week, I wore for the first time a pair of shoes I bought at the DSW shoe store in Factoria Mall. After wearing them for eight hours (both outdoors on the sidewalk, and indoors on carpet while at work), I had blisters on five of my 10 toes, and could barely hobble to my car to drive home -- barefoot.
I tried to return the shoes, but was not allowed to because I had worn them. This is a return policy common among local stores, particularly independently owned boutiques. And while I understand the reasoning for the restrictive policy, I find it infuriating. How do you know if shoes are uncomfortable or blister-causing until you wear them? And not just for an hour or two in your home, but all day long.
I once worked for women's activewear company Title Nine, which had a very customer-friendly return policy. And of course, Nordstrom has long been known for its flexibility when it comes to returns. What has been your experience with return policies at local stores? Who has a return policy that favors the customer, and who carries a hard line? I'd love to hear about your experiences.
Comments
Post a commentBreak in your shoes slowly. Don't expect miracles in one wear !!
I agree with both of you. I'm a guy, and tennis shoes are what I wear, so I don't have problems with blisters. If the shoes you bought were high heels; you can only expect blisters. However, I find it frustrating as well to try to deal with customer service at retail stores. I generally just use something like target coupons rather than waste time dealing with returns. That way if I do want to return it but don't wanna have the hassle, I still saved some money.
As an independent retailer, I understand the frustration that some customers have w/ return policy. But however, customers should inquire about return policy first before purchasing if they are even considering buyer's remorse. Most small retailers are having a hard time as it is. Do customers realize that credit card companies charge us a % of sales so we never fully recoup the entire sale, not to mention fees etc. Most of us allow store credit and they never expire. I've dealt w/ customers wanting to return merchandise 5 months later claiming it fell apart after a few wears. 5 months later?! Of course, they bring up the "Nordstrom" policy and how they will never shop w/ us again. Seriously?!
We've also taken items back for store credit months later if an item is defective. I think every store has exceptions and if you're just kind instead of demanding, it goes a long way. Afterall, we want to keep our customers, but customers also can't expect bend over backwards for items months later or due to improper care.
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