Comments on: Return Policies: Big Surprises in the Little Print http://www.mouseprint.org/2006/12/25/return-policies-big-surprises-in-the-little-print/ Exposing the strings and catches in advertising fine print. Wed, 08 Sep 2010 00:12:15 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Adam http://www.mouseprint.org/2006/12/25/return-policies-big-surprises-in-the-little-print/comment-page-1/#comment-171932 Adam Sun, 08 Mar 2009 05:13:19 +0000 http://www.mouseprint.org/?p=172#comment-171932 Ok I can understand not refunding for a thing you did not want. However what if you were lied to about the product or did not know important info about the product or had a deffective return. Take for example this print server I bought the info on the site stated that any computer on you're network can access the server. However they failed to mention that there was a compatibility list for printers that was not that big. I was not on the compatibility list and the compatibility list was not even in a easy to find place on the manufactures website. I had to call the makers of it and actually be directed to find it and it is basically hidden. Which if it does not say it is not compatible with all printers I would not think to ask them about a compatibility list because it states on the manufacture site and the store site that it works with all printers. Well the store would not let me return it without a 15 % restocking fee. Well the item was not as it was said to be and it affected the use of it since my printer was not compatible with it. So does anyone think it is ok that I had to take that 15 % hit when the manufacturere was clearly to blame here. Yes I can do research on something but if the correct info is not anywhere I could reasonably find then that is not my fault. The issue is the fact that the vendor made me pay on top of it the shipping I paid to get it there and the shipping to return it and the restocking fee. They could have at least met me half way and waived the restocking fee. In fact when they said it would cost me shipping to return it I asked if I could at least have the restocking fee waived and they said no. For something that was border line defective. Well not really defective but I think a better word is misrepresented the product. I did not buy from them after that it just showed me that they did not stand by the things they were selling and that buying from them was too much of a gamble. One last thing about the policy thing. Some policies are very long have you seen some of these. Oh and they make it in legalese you know the sort of weird form of English that says and awful lot of nothing and allot of vague stuff at the same time? Where it is easy to miss interpret what they actually mean. I have seen some of those. Some of these policies are 10 pages front to back so now if I see a policy that is really long I stay far away from them. Ok I can understand not refunding for a thing you did not want. However what if you were lied to about the product or did not know important info about the product or had a deffective return.

Take for example this print server I bought the info on the site stated that any computer on you’re network can access the server. However they failed to mention that there was a compatibility list for printers that was not that big. I was not on the compatibility list and the compatibility list was not even in a easy to find place on the manufactures website. I had to call the makers of it and actually be directed to find it and it is basically hidden. Which if it does not say it is not compatible with all printers I would not think to ask them about a compatibility list because it states on the manufacture site and the store site that it works with all printers.

Well the store would not let me return it without a 15 % restocking fee. Well the item was not as it was said to be and it affected the use of it since my printer was not compatible with it. So does anyone think it is ok that I had to take that 15 % hit when the manufacturere was clearly to blame here. Yes I can do research on something but if the correct info is not anywhere I could reasonably find then that is not my fault.

The issue is the fact that the vendor made me pay on top of it the shipping I paid to get it there and the shipping to return it and the restocking fee. They could have at least met me half way and waived the restocking fee. In fact when they said it would cost me shipping to return it I asked if I could at least have the restocking fee waived and they said no.

For something that was border line defective. Well not really defective but I think a better word is misrepresented the product. I did not buy from them after that it just showed me that they did not stand by the things they were selling and that buying from them was too much of a gamble.

One last thing about the policy thing. Some policies are very long have you seen some of these. Oh and they make it in legalese you know the sort of weird form of English that says and awful lot of nothing and allot of vague stuff at the same time? Where it is easy to miss interpret what they actually mean. I have seen some of those. Some of these policies are 10 pages front to back so now if I see a policy that is really long I stay far away from them.

]]> By: Amelia http://www.mouseprint.org/2006/12/25/return-policies-big-surprises-in-the-little-print/comment-page-1/#comment-31731 Amelia Fri, 08 Jun 2007 23:40:17 +0000 http://www.mouseprint.org/?p=172#comment-31731 I've worked in retail for nealy 10 years, and seen my share of both incompetent employees and scheming customers. As far as I know, all stores are required by law to post their return policies in plain sight in the store. It is the customer's responsibility to ask about the policy, and the employee's responsibilty to explain it in full. And I think most retailers do their best to ensure their guests leave happy. Understand, however, that your laziness or inability to make a decision is not my or my store's fault. Thirty days means thirty days. Gift receipt? Still THIRTY DAYS. Its just a receipt without a price-- not a magic wand! (Even if you complain, John.) The agreements my company has with the credit card companies prohibit us from applying a credit to a card not used in the original purchase. If the store did not receive cash for your item, you're not getting cash back. Are employees sometimes rude? Certainly, and there's really no excuse for that. But it is ultimately the customer's responsibility to understand the store's return policy PRIOR to making a purchase. I’ve worked in retail for nealy 10 years, and seen my share of both incompetent employees and scheming customers. As far as I know, all stores are required by law to post their return policies in plain sight in the store. It is the customer’s responsibility to ask about the policy, and the employee’s responsibilty to explain it in full. And I think most retailers do their best to ensure their guests leave happy. Understand, however, that your laziness or inability to make a decision is not my or my store’s fault. Thirty days means thirty days. Gift receipt? Still THIRTY DAYS. Its just a receipt without a price– not a magic wand! (Even if you complain, John.) The agreements my company has with the credit card companies prohibit us from applying a credit to a card not used in the original purchase. If the store did not receive cash for your item, you’re not getting cash back. Are employees sometimes rude? Certainly, and there’s really no excuse for that. But it is ultimately the customer’s responsibility to understand the store’s return policy PRIOR to making a purchase.

]]> By: Barbara Fitzgerald http://www.mouseprint.org/2006/12/25/return-policies-big-surprises-in-the-little-print/comment-page-1/#comment-10661 Barbara Fitzgerald Wed, 28 Feb 2007 11:59:15 +0000 http://www.mouseprint.org/?p=172#comment-10661 I buy all my books and DVD's from Amazon. I can state that they offer free shipping and if you return something and it's "your" fault they do charge you for returning something. If it's their fault, a defective item they do not. They'll issure a credit or offer a new item without a hassle. I bought something from another company that actually had a no return policy on the item. I contacted them because I found that I wasn't going to be able to use the item. I had bought it in good faith only to find I couldn't use it. They told me I could return it but would have to pay the shipping charges. So, I guess it depends on the store and the circumstances. I must say I don't shop at Wal-Mart either. I tried to return something that was defective - the operative word being tried. I don't shop there anymore either. Give me small shops where they know my name every time. I buy all my books and DVD’s from Amazon. I can state that they offer free shipping and if you return something and it’s “your” fault they do charge you for returning something. If it’s their fault, a defective item they do not. They’ll issure a credit or offer a new item without a hassle. I bought something from another company that actually had a no return policy on the item. I contacted them because I found that I wasn’t going to be able to use the item. I had bought it in good faith only to find I couldn’t use it. They told me I could return it but would have to pay
the shipping charges. So, I guess it depends on the store and the circumstances. I must say I don’t shop at Wal-Mart either. I tried to return something that was defective – the operative word being tried. I don’t shop there anymore either. Give me small shops where they know my name every time.

]]> By: Rosie http://www.mouseprint.org/2006/12/25/return-policies-big-surprises-in-the-little-print/comment-page-1/#comment-9391 Rosie Sat, 17 Feb 2007 20:35:28 +0000 http://www.mouseprint.org/?p=172#comment-9391 I am totally behind the JCPenney policy. I purchased a pair of sweat pants at Marshalls. I took them home - made alterations - THEN noticed there was a stain in the crotch area. These were obviously worn. I had already altered them, so I could not return them. Many people wear then return items. We need to be more careful when purchasing - although I don't think it's WRONG to assume that an item you are purchasing should be new and unused. As far as consumables - I have gone back to grocery stores to return items that I just bought and are passed their expiration date. This is more about principal. They should not have expired items on their shelves. Again - as consumers, unfortunately, we need to be more observant when buying items. I also purchased a small container of nutmeg once. When I got home, I noticed that the cardboard seal under the cap had been broken. Now when I buy things in plastic jars, I ALWAYS open them to make sure they have not been opened or tamperd with. I am totally behind the JCPenney policy. I purchased a pair of sweat pants at Marshalls. I took them home – made alterations – THEN noticed there was a stain in the crotch area. These were obviously worn. I had already altered them, so I could not return them. Many people wear then return items. We need to be more careful when purchasing – although I don’t think it’s WRONG to assume that an item you are purchasing should be new and unused.

As far as consumables – I have gone back to grocery stores to return items that I just bought and are passed their expiration date. This is more about principal. They should not have expired items on their shelves. Again – as consumers, unfortunately, we need to be more observant when buying items.

I also purchased a small container of nutmeg once. When I got home, I noticed that the cardboard seal under the cap had been broken. Now when I buy things in plastic jars, I ALWAYS open them to make sure they have not been opened or tamperd with.

]]> By: Amanda http://www.mouseprint.org/2006/12/25/return-policies-big-surprises-in-the-little-print/comment-page-1/#comment-9302 Amanda Sat, 17 Feb 2007 07:01:35 +0000 http://www.mouseprint.org/?p=172#comment-9302 As a small retailer who offers free shipping on purchases over $79, I understand Amazon's policy of withholding the cost of shipping when processing a return - breaking even by returning the customer's funds while getting their saleable merchandise back is one thing, but they shouldn't be expected to take a loss on the return sale simply because the customer changed their mind. Believe it or not, not all retailers are out to screw the consumer. As a small retailer who offers free shipping on purchases over $79, I understand Amazon’s policy of withholding the cost of shipping when processing a return – breaking even by returning the customer’s funds while getting their saleable merchandise back is one thing, but they shouldn’t be expected to take a loss on the return sale simply because the customer changed their mind. Believe it or not, not all retailers are out to screw the consumer.

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