05-09-2012 10:34 PM
05-10-2012 04:21 AM
05-10-2012 04:52 AM
05-10-2012 05:13 AM
05-10-2012 03:33 PM
05-17-2012 04:26 PM
Saving money in any way can be very important. From the way it looks, you’ve been very proactive in doing this by keeping a close eye on sales. I am sorry for any inconvenience that our return policy may have caused with your recent returns denials.
Last year, as an effort to keep our prices lower, we began tracking returns on an individual level by using a photo ID. The tracking of returns is being done by The Retail Equation (TRE), who securely stores data collected during the return for determination if a return can be allowed. The factors that are considered in this determination are the frequency of returns, return dollar amounts, if the return is within our policy and the purchase history. Unfortunately, as there are so many variables considered, there are no set guidelines we can provide as to how many returns are to be accepted.
When it is determined by TRE that a return will not be permissible, you should receive the warning in advance like you indicated with the specified timeframe. Once this timeframe is expired, you should once again be able to make a return, but as you have found, you may be warned again even after a single return.
I do appreciate you sharing your feedback on the returns tracking as well as the timeframes we provide for our returns. Our policies are reviewed occasionally to determine if changes may be made to improve them. Just recently, we did extend all categories of items to be returnable within 30 days instead of the previous 14 days that some categories had. I will ensure that your feedback is provided to our internal business teams for future consideration of our current policy.
05-18-2012 12:52 PM