Among other things, one quirk I inherited from my mom was my aversion to return lines. Sure, there’s really nothing to fear about going to customer service and returning a purchase that just didn’t work out, but somehow it made me uncomfortable. In most cases I’d rather just suck it up, consider it my bad for buying it, and call it a loss. Maybe I just felt wrong making the retailers deal with my poorly repackaged item or just preferred to avoid any debate over whether it met their policy.
But then I met Sherry, the self-proclaimed Queen Of Returns, and my relationship with those once dreaded lines completely changed.
Sherry has the exact opposite philosophy. If she buys something that isn’t quite right – because it doesn’t fit, doesn’t match, or doesn’t work the way it’s supposed to – she brings it back without blinking an eye. Maybe it comes from years of working retail on 34th Street in Manhattan and dutifully handing money/store credits to thousands of customers who nonchalantly returned items (even if they had no tags or receipt). Whatever its origin, Sherry’s no-fear approach to bringing things back means that our house is less cluttered with “oops purchases” and it also keeps us from settling on things that aren’t exactly what we want. It also means I’ve gotten a lot better at returning items over the last four years (like the flashcards we got from Barnes & Noble for the office clothesline– we later found cuter ones at Anthropologie so the lesser liked pack went back).
Needless to say that in the last half-decade or so I’ve gotten over my own hesitations about it. In fact, returning items has become an important part of our DIY process. After all, some things just need to be seen or tried in your space to know if they really will work. So whether it’s bringing home an armload of curtain options (like we did for our bedroom a few years ago) or bringing back a surge protector that isn’t Mac-friendly (like we did a few weeks ago) – having a “no fear” approach to returning unwanted items actually saves us a lot of time (instead of hours spent debating and guessing in the store as if whatever we buy must remain in our home forever). And on top of cutting down on unnecessary clutter, returning things that just don’t make the grade saves us money too. Yes we do spend time returning stuff, but we frequent stores like Target and Home Depot so often that we rarely have to make trips just to return things (and we figure that small amount of time spent keeping our house from filling with unnecessary, extraneous things is well worth it).
The goods news is that a lot of our favorite stores make returns easy. While we haven’t memorized every return policy out there quite yet, we can breeze through a Target or Home Depot line in no time because neither need receipts (Target can look things up on most credit cards- and Home Depot can do the same). This is also good news because it means we don’t need to hang on to those receipts, minimizing wallet clutter and all that pesky BPA that everyone from the Washington Post to MSNBC is chatting about (here’s where we first mentioned it back in April).
We can also tell you in our sleep that places like Michael’s do need receipts if you want money back (otherwise it’s a store credit for you) while places like Wal-Mart often have long lines. And Babies R’ Us won’t even look at you if you don’t have a receipt. But at least almost all places will take back items without much need for an explanation, even if they’ve been opened (assuming they’re not things like DVDs or medicine). And if any of them ask why we’re bringing something back, a “we didn’t end up needing it” usually suffices. So much for those elaborate and persuasive tales I once believed I needed to tell. Although Sherry’s a happy-to-chat-with-anyone-girl, so she often elaborates and explains things like “we bought a bunch of pillows to see which ones looked the best in the den, so now we’re returning the ones that missed the mark.” This usually brings on some banter with the cashier about how hard it is to make decorating decisions and sometimes ends in the person at the register declaring that they’re going to do the same thing so they’re sure to find the perfect pillows/lamps/fill in the blank.
So while I still feel a little bad when I see a team of red-shirted Targetians wrangling cart-fulls of returns, I now embrace the return line as an important step in our money-saving, clutter-minimizing design process.
What about you guys? Could you join Sherry on the Queen Of Returns throne? Or would you and my mom have a lot to talk about when it comes to avoiding returns at all cost? Perhaps you work in retail and that makes you hate making returns even more, or reminds you that it’s your hard-earned right? We’d love to hear any and all return-related musings. Spill it.
Vidu says
Haha!!! I wouldn’t buy anything from a store if they don’t have a return policy.. Sometimes I am okayy with just the exchange policy but mostly noo ;-);-)!!I dont mind returning if I dont like something be it clothes or home decor …
Kimberly says
I love a good deal, LOVE to shop and have no issues with being dubbed the QUEEN of returns, I shop alot, and with that comes MANY IMPULSE buys, its easier to rationalize returning them when you are home and why you no longer need it! I do at LEAST 4-5 returns a week! ( oh, did I just admit to that out loud)?
Shelley @ Green Eggs & Hamlet says
This post is perfectly timed for me. I purchased two different couch slip covers last week at Bed Bath and Beyond and am returning the one that didn’t work well in my family room. I never would have done this a year ago but now I always think, “well, Sherry and John bought all those curtains for their bedroom and returned the ones that didn’t work so I’m going to do the same thing.”
Then this morning my co-worker told me about how she bought three different sets of bedding over the weekend for a guest bedroom and returned the two she liked least. It’s like you guys are reading our minds!
Alicia says
I am so uncomfortable making returns that I generally send my husband back with the goods. He loves returning things. In fact, he makes me buy all my plants at Home Depot because I am notoriously bad at keeping them alive and HD will take back the blackened-stub-in-a-pot that remains for up to one year!
Carmen says
Well, gotta admit that my husband and I are in the same situation. I hate returning stuff, but I have to sometimes. Which flash cards did you end up getting? I saw the modern eden ones, where did you get them? Does John ever return items that Sherry bought?
YoungHouseLove says
Hey Carmen,
Just follow that link to our post on BabyCenter which has that info right in the post. Hope it helps!
xo,
s
Amanda@Longroadset says
I’ve never been afraid of returns per se but I don’t exactly like them.
Meghan says
I had a horrible experience returning a dual flush toilet to Home Depot. 2 weeks ago they had a deal where you could get a dual flush toilet for a penny. Basically in Toronto we get a $75 rebate for buying a dual flush toilet and the toilet was on sale for $75.01. (= penny toilet). So we managed to get the LAST penny toilet. Then a week later we went to install it to find that the toilet was in a million pieces!!! We tried to return the toilet but since it was only a penny we had paid cash and for the life of me I couldn’t find the receipt. Since home depot had gotten our rebate directly (normally its a mail in rebate) they could tell we bought it from them but refused to exchange our toilet. 2 Hours later we finally left with a new toilet. It was ridiculous!!!! I know its partially my fault for losing the receipt (which I happened to find on the way home!!) but it was still extremely frustrating because we didn’t break the toilet… it was broken when we bought it!
YoungHouseLove says
Ugh that sounds like a nightmare! But a penny for a dual flush toilet is amazing. Go Toronto!
xo,
s
Heather says
I used to be the same way. I thought if I was returning maybe clothes or something for my house, they would assume the worst of me. Then I worked Guest Service at Target. That feeling went straight out the door. 95% of the time they really dont care why you are returning it, unless it looks shady.
leah says
My husband had an aversion to taking things back also. Maybe it is a guy thing. But he got over it when he realized that it was benefitting our bank account at the expense of a five minute inconvenience. Yay for guys trying new things!
Lauren says
A friend of my has a large family who all rely on 1 member to do all their sales returns – apparently this girl’s got mad charm-the-manager skills after the mandated 14-day return period has elapsed. Hilarious… but good to realize ‘it can be done’.
Christine B says
My husband is the King of returns and it has slowly rub off on me. I LOVE how you don’t need your reciept for Target or Depot- I never keep hold of them. Home Depot even lets you return DEAD plants within a year for your money back. How awesome is that?!
Amy Wolff says
Is your babycenter post being released today?
YoungHouseLove says
Those come out every Tuesday, so tomorrow’s the day!
xo,
s
Mary @ stylefyles says
I used to have a serious aversion to returns. I just didn’t think it was “right.” But after working at Express for upwards of a year, I turned into a return junkie. (‘k, maybe not that bad, but I definitely no longer fear returns).
The store would return ANYTHING if the customer fought hard enough (even items that were clearly worn and sometimes so old that no one could even remember if they came from our store or not) and customers don’t even need receipts.
Obviously I won’t go that far…but the store’s policy towards returns and the purchasing process made me realize that it really is okay to return items. Chances are, if the store allows you to return something here and there, you’ll buy much more from the store later down the road.
Debra says
I think the worst company for returns is Banana Republic and it’s sister companies. It had been 30 days for quite a long time and they recently changed it to 60. They are harsh about it and so is their corporate office. I understand that they like to move their merchandise quickly, but it’s not my fault if they have to markdown so frequently.
amy s. says
I just noticed that you all have a tiny little smiley face at the very bottom of each page on your site! I love it. It made my day :)
heyruthie says
i am happy to do returns, just like Sherry! but one lesson that i’ve learned is that return FRIENDLINESS varies from store location to store location–not just from chain to chain. for instance, one Target near me is AWFUL about returns–basically won’t do them without a receipt–and even gives you a hard time WITH a receipt sometimes. the other Target (in the opposite direction, but same distance away) is GREAT! they are a no-hassles return location. so, i find out which stores make it easiest, and only buy “iffy” items there ;-)
Randa says
I return things like it’s nobody’s business :) No, not out-of-control like, but for example I’m not afraid to buy 7 polos from Kohl’s for my hubby, just so he can try them on and pick three. The next day I go back and return the other four, nicely folded and with a receipt. No sweat! :)
Emily says
I’m all about making returns. It kinda started when I was too lazy/didn’t have time to persuade someone to open a fitting room door for me so I just decided to buy it, try it on at home (in better lighting!) and return it if I didn’t like it. I also return things that only cost a dollar if I didn’t need it (like the wrong package of jello or a book for my baby that turned out to be lame). My husband thinks it’s a little ridiculous but a dollar returned is another dollar in our bank account. :)
Bridgette at Picked Fresh Daily says
Buy. Return. Repeat. No aversion to returns here thanks years of watching the return master… my mom! I do have certain return rules I live by though. The packaging and item must be in perfect shape and I don’t return things I’ve worn or used unless they are faulty right from the start.
hyz says
Thanks for the responses to my environmental concerns about returning opened items (i.e. that they will just be thrown away). :) It sounds like some stores at least will repackage some goods, while others donate them (although I wouldn’t count on my local big box stores to have taken the initiative to be doing that–I’m interested to hear about which retailers do that, and what sorts of products they donate). But it sounds like a lot of goods will end up being shipped back to the mfr. Mrs. Kruse or anyone else who might know–what do the manufacturers do with opened goods? Of course this will vary from one to another, I’m sure (maybe this is where all the ‘refurbished’ electronics and such come from), but for instance if a manufacturer had received our partially unpackaged and slightly used baby walker (a product which I’m sure has all kinds of strict safety standards), is there any chance it wasn’t thrown in a trash heap and chalked up as a loss?
p.s. I have no qualms about returning things that are unopened, or defective, or whatever. In fact, I just bought a sweater from Gap that developed a hole by the tag after one washing (washed according to instructions). I’m planning to try to return/exchange it. And I’ve definitely taken advantage of Home Depot’s dead plant return policy. I like to buy plants there at the end of the season when they are 50% off or more. But the reason they are marked down is because some of them look straggly, or it’s no longer the ideal season to plant them. So, I take my chances and save the pot/receipt. If I plant it in the fall and it dies over the winter, I’ve been able to get my money back in the spring.
YoungHouseLove says
Hey Hyz,
We’ve heard that bigger stores like Walmart and Target (along with a lot of manufacturers who don’t want to repackage some items) donate them to the needy or sell them at a discount to make a donation to a worthy cause! Hope it helps!
xo,
s
coley b says
Our Target is one of the WORST places to try to take things back. You can only bring back 2 items PER YEAR if you don’t have a receipt (they check your driver’s license to make sure you’ve not hit your quota). This was a SUPER huge pain when we registered for baby stuff at Target, and our lovely, generous (but sometimes, er…MISGUIDED) gift givers didn’t get a gift receipt. We had to pick and choose which to keep and which to take back, and then we had to ‘use up’ all of our hits on my, my husband’s, and my MIL’s driver’s licenses! Ugh! So not fun!
Before that episode, I had no problem taking things back, but now I’m a bit wounded in that area.
DJ says
My mind is still reeling from the information that I can return items that have been opened but that aren’t what I expected or don’t work in the house. I always assumed that opening an item was the end of the story.
Jillian says
My husband refuses to do returns. I do them all because I literally have no shame.
I have had the exact opposite experience with Target. My target is awful with returns. If you don’t have a receipt they will only give you $20 for the item on a store credit!! I’m not even sure if that’s legal!
Bryanna S says
I’m surprised you say babies r us won’t even look at you without a receipt. BRU always looks my purchases up for return. How interesting to have two different experiences!
I don’t like returning though… not because I’m afraid they won’t take it or anything… I’m just lazy. I hate making the extra trip, especially because I almost always have to go with my kiddo… standing in return lines and getting in and out of cars with a baby.. a TODDLER all alone is no fun bahaha
Jeannine @ Small & Chic says
I’m happy to return things that were bought in error. I have no concerns.
However, there have been recent news stories about serial returners getting banned or limited by major chain stores. I think some people abuse the system a bit and that might wind up making things more inconvenient for us everyday shoppers.
Heather says
I try not to return items I’ve purchased in small boutique shops. I feel badly about taking money back from a small business owner.
jo says
FYI Target has a limit to how much you can return without a receipt and then you’re flagged. It happened to me when I was returning excess baby items and it’s happened to my friends. I think they lift it after some time and you can return again without receipts. I’m still a little leary about returns, but it’s soooo much easier to see what you like at home be it clothes or decor!
sonya says
I’m a believer of not being hesitant to return an item if it’s not exactly what you need, in fact, I rarely buy an item that is “Final Sale” because I like to have a way out if I change my mind or find a better deal somewhere else. That being said, I try to come to a decision in the store because I hate to make an extra trip back, but some things really do need to be tried at home to see how they look. Especially with the way the ecomony is right now, I feel like customer satisfaction is so important, and hassle-free returns are one of the best ways a store can provide this, in my opinion!
Patti says
This topic always makes me smile and is kind of a running joke in my house. My husband would go to great lengths not to return, even if it’s something huge like a chair. I on the other hand, have been known to return a pair of shoelaces that were too short. He claims the cashiers automatically don’t like him and think he’s up to something. It makes me laugh, I try to tell him it’s the store policy to accept returns, it’s ok! Can you tell he doesn’t shop much?
Ashley says
I love you guys, I really do — but I agree with Beth. I love your blog and have gotten so many great ideas from you guys, but … I’d rather read awesome posts less frequently than twice-daily filler like this, the Izze vases from last week, and the bottle/blowtorch experiment. I know you’re probably under pressure from sponsors to get new content posted all the time but, in my opinion, it detracts from your otherwise wonderful work.
To keep on track with the current topic, I’m somewhere in between on returns. I’m not afraid to return items if they don’t work out, but I find it to be such a hassle that I REALLY hate to buy something if I have a gut feeling it won’t work.
YoungHouseLove says
Hey Ashley,
Thanks for the feedback! As we mentioned to Beth, we really can’t predict which posts people will like, so we just write about what we think is interesting and hope that the majority of our readers will find it interesting too. That’s what we’ve been doing since our blog’s inception, and it just feels like the most authentic way for us to blog. Happily, both this post and the on-fire Izze bottle post that you mentioned got more comments than nearly all the others that we posted in the past week- so for that reason we consider them to be successes and we would never regret posting them! We definitely don’t expect everyone to love every single post that we do, so we just write about what interests us and try to stay true to ourselves in the process. And there’s no sponsor pressure for us to put out two posts a day, that’s just what we’ve done for over two years and it works for us! Of course if you’d rather read fewer posts you can always skip the ones that don’t interest you! That’s actually what we figure most people do anyway. Hope it helps!
xo,
s
Caroline says
Oh my- LOVED this post! I return everything for the exact reasons that you guys do… If it isn’t exactly right and I am within the return policy, why not? And I am the queen of buying a bunch of items, seeing what works, and returning the rest. I used to work at the Gap in college and was told in my training (and firmly believe this!) that a customer who is returning something is still a customer (since the bought the item originally and will probably be back again for more purchases) so treat them as well as you would someone making a purchase.
Monika says
I really enjoyed this post. Personally I don’t make a lot of returns, I like to do a lot of research and make a decision between one or two items before I shop. It makes decisions in the store much simpler. It also helps that I’m a pretty decisive shopper.
However as a veteran returns desk associate at Home Depot in Canada I can definitely say I have seen it all when it comes to returns. We will take back pretty much everything as long as it isn’t a health and safety liability to the company.
So as a note to all readers, please do not try to bring back toilet augers to Home Depot telling me that they don’t work, once you take that baby home it is yours!
And to comment on what Sherry said about donating returned items to those in need, Home Depot has a very close relationship with Habitat for Humanity so products that are superficially damaged or are special orders that cannot be re-sold get donated to them and are sold in the Restore or are used in their houses.
:)
Jessica @ The Southern Belle Baby says
As far as Babies ‘r Us goes, a girl that works at ours told us that if you don’t have a receipt, just add the item to your baby registry (if it’s still active) and they’ll return it with no questions asked. Just tell them it’s on your registry. It works, we’ve done it twice because I never save receipts!
kelly says
As someone who spent 15+ years in retail, both in a store and in a corporate office, I **hate** returns. As a consumer, though, I’m the queen of returning things. Don’t feel like trying on tons of clothes in a store where the AC is broken? Buy ’em all and then return ’em later. Bought online but don’t want to pay for shipping the returns? Return at the store for no fee. Why just an hour ago I stood at the counter in Walgreens buying/returning three different items before leaving the store–in the search for the ever-elusive replacement for the rapidly-dwindling perfect lipstick shade, I bought one, tested it on my hand, returned it, bought another, tested, returned, bought a third, tested, returned . . . and then gave up and vowed to wear less lipstick to work to make this tube last longer as I cannot find a matching shade from ANYONE! :)
Amber P says
I agree with HeyRuthie. The Targets in our area will not allow you to return anything without a receipt. I have been told that they will only do a return via looking it up through the credit card one time per year. All that aside, I always make sure i keep my receipt just in case. I have no problem returning things. My problem is finding the time, what with working and having two kids.
Noelle says
Ugh- returns!
Myself, have too gotten over the stigma, because if you are not happy or the item isn’t up to snuff even after you researched it… then you must return it.
BEWARE- my aunt was banned from Costco because she returned too many items- some places if not all track how much stuff you return and how often!
April says
I can completely relate to Sherry, I don’t mind the returns except for when I’ve got out the way on a particular purchase only to have to make a special trip back.
Amanda @ Our Humble A{Bowe}d says
I actually have a bag of a few returns to do soon. Like John, I usually hate returning items.
ourhumbleabowed.wordpress.com
lydia says
Just wanted to share that my experience with returns at Babies R Us is that they can use your BRU Rewards card to look up your purchases and return them with no problems! I was impressed by that. :)
Karen says
My most recent return was a refrigerator! It was a lot of work (making the calls, sitting on hold, etc.), but it was totally worth it. I was not happy with the model I purchased from Sears and after having the freezer door replaced and then having the entire refrigerator replaced, I threw up my hands and requested a different model. I got what I wanted and it works the way it is supposed to.
Like Sherry (and now John), I am a fearless returner. I keep receipts for **everything** I buy because you never know when something will fail, or you will simply change your mind about the purchase, warranting a return. Even if you think the store couldn’t possibly honor a request to return the blow dryer you bought 2 months ago, if it doesn’t work/stopped working, you will be surprised at what they will do to accomodate you. I have never had a problem returning anything, even if I had to destroy the packaging to open it (i.e., blister pak).
P.S. Walmart returns are ALWAYS done first thing in the morning to avoid the lines!!!
Lesley says
I have a horrible “return” story. So embarrassing…
I was at Target recently around the lunch hour. I was STARVING but needed a few cleaning essentials before heading home. I decided to pick up a bag of cinnamon flavored nuts to tide me over while I shopped. I don’t usually open food items before purchasing but I figured, if it keeps me in the store longer then certainly Target won’t mind.
The first handful was awful. So was the second, and the third, and the fourth. I ate maybe a quarter of the package before deciding I was completely grossed out. I was so grossed out that I thought about leaving the nuts in the store and not purchasing them. But, I decided that wasn’t honest. I could either suck-it-up and purchase them, or suck-it-up and complain. The packaging had a 100% satisfaction guarantee, so, I decided to ask the man at the register if I could give them back without paying.
His awkward response, to which I turned BRIGHT red: “Well, it certainly looks like you enjoyed them. There’s not much left in there.”
I bought the nuts, walked out of the store, and plopped them in the trash. :)
Anne says
I can sympathize with Sherry for sure!! My favorite part about finishing a project is returning the unused stuff to Home Depot, Lowes, Target, etc. for that refund!! When I buy the supplies I kiss that money goodbye so when I get to return stuff it is like free money to me!! Though I usually buy more stuff for more projects ;) I love how all three of the above accept returns without a receipt as long as you still have the card it was charged to. Makes it so simple!
Handy Man, Crafty Woman says
I absolutely LOATHE returning things. I try very hard to be careful to buy things that I’m sure of so I don’t have to stand in return lines. ugh. But I’ll do it if I have to.
I think my dislike stems from when stores USED to have loooong lines and difficult return policies. But, some stores you can just breeze through, and I LOVE the ones (like Home Depot, and Lowe’s does this) that can look up what you bought using your credit card #. That makes it so easy!
Daria says
I have no problem returning any item that I don’t want. It happens often to me with clothes, not so much with home items. However, once I’ve worn the clothes, or used the kitchen supplies, whatever, I think it’s a little gross to return.
I also won’t shop at certain places for example, Victoria’s Secret, after hearing from a friend who worked there who told me they’ll put the bras/panties/etc right back on the floor to resell after it is returned.
Elizabeth v. says
I’m on the fence about returns. I generally don’t mind returning something if it still has it’s tags, I have the receipt (or the credit card, depending), and if I genuinely don’t need the item or it doesn’t work as promised. However, having worked in retail and now in a grocery store as I finish up college, I have seen a lot of questionable returns. For instance, one lady returned a package of strawberries with several moldy berries three or four days after buying them (in a clam-shell package that had been shipped from California to Michigan). Since I have always blamed myself for not consuming extremely perishable fruit such as berries quickly enough (knowing that they would spoil), it was hard to stomach refunding the money for something that could have been prevented by the customer: 1) looking very carefully at the package, 2) consuming her fruit within a day or two, or 3) waiting for said fruit to be in season locally. I guess what I am trying to say is that at some point, the customer needs to be responsible for their purchases.
Carolyn says
I try to make the ‘right’ purchase to begin with. Mostly because the thought of packing all the things I need for my toddler (almost like packing for a holiday!), finding a parking spot at the shop and then visiting a store with my retail loathing child (lots of crying despite all the toys & snacks brought along to occupy her) makes me want to cry! I like to go to a shop once without the need to repeat the process to return an item. Having said that, it’s good to know I can return something easily if I do need to. I have no problems with the concept of returning an item, it’s just the process that I’m not so fond of!
jessica says
Return Return! It’s actually almost a problem…I won’t even try on clothes any more. I ended up buying three pairs of pants on three separate trips to Target to find the size that fit….
Elizabeth says
Just remember when traveling that foreign places usually DO NOT do returns. It’s a very American thing. Almost all of Europe does not do returns, even for things like clothing. In Israel once I was in a book store and purchased three books. While standing there after handing over my credit card I realized that I grabbed two of the same book. They would not allow me to return or exchange the book, even though I hadn’t even left the store.
Returning is an American thing, and I love it.
Also, REI has a ‘used-gear’ sale where they sell off all of the returned items. These sales are awesome!
Alicia Damron says
I have no problem returning items. But I always try to have my receipt. In fact, I keep a little zippered pouch (that I bought at Target) in my purse that I automatically put my receipts in when I purchase something so that if I decide to take it back I always have the receipt with me. And I figure that taking back items creates more work for the employees so that means job-security :)
Candice says
While I have no problem returning items to stores, I do have a problem with people who have the nerve to wear an item of clothing and then return it to the store. That’s just dishonest.
I miss the good old days when Home Depot even took back partially empty cans of paint.