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Bob_A said:
However, your above quoted remark. Indicating that you don't see anything wrong with a customer making any unlimited number of returns. Your evident believe that "Serial Returners" should be welcomed. Serves as a clear indication that you are simply out of touch with the realities of the for profit business world.
While you are certainly entitled to have your own opinions. By advocating such an unrealistic extreme policy. You have undermined your credibility as a person whose ideas and suggestions should be taken seriously.
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What's unrealistic is the ability to determine what a normal amount of return activity is without having taking any context regarding the consumer's purchasing habits. Frankly, I don't understand how anyone would get a real monetary benefit of constantly returning different items in a serial manner unless they're wardrobing. But if the item is sealed and it's within 30 days, I don't see the harm. Wardrobers can't use a item if it's sealed, and generally speaking, having worked behind a best buy customer serice desk years past, it's pretty easy to tell when something has been opened. Something might slip by someone now and again, but is that really justification to flag everything as a potentially abusive return and count their returns to ten? I don't think the previous policy of simply letting people return things in any quantity within a 30 day window was extreme. Nor do many other, notably more profitable, retailers. What's extreme is coming up with some arbitrary profile of what an acceptable number of returns per x amount of time is and actually denying your regular customers the ability to return anything if they incidentally cross this secret threshold.
If best buy wants to protect themselves from wardrobers and scammers, than they need to define exactly how to flag just those people and not everyone that returns something(let alone price matches, pre-pays, exchanges, etc). And while they're at it, they should extend their return window or loosen it up if they're truly benefitting the honest return customers from this policy. Alas, they didn't, and probably never will, do anything of the sort because some exec stakeholder has everyone drinking TRE's kool aid. That's not realistic, that's just downright myopic.
