Ronald was in a hurry and wondered if he could delay returning a camera to Target until a few days after the 90 day deadline. He called them up and they told him it wouldn’t be a problem. Guess what? It was a problem.
Here are the facts:
1) Purchased $200 Canon SLR camera from Target
2) Within the 90 day return period called to ask if I could return the camera shortly after the 90 days because I was leaving town and rushed
3) Supervisor in Target’s return department gave me his name and said it would be okay to return the camera shortly after the 90 day period had expired
4) Within a week of the expiration of the 90 day I went to the Target store in Culver City to return the camera
5) Target returns showed me their 90 day policy and refused to take the camera back
6) Called Target guest relations 800 number and explained that I had been given permission to return the item after the 90 return period but they would not take the item back
7) Target guest relations reiterated Target’s policy
8) I explained to relations that I understood the policy and that is why I called the store to see if I could get an extension of the 90 days. Had I not been given the extension by the returns supervisor I would have made arrangement s to return the item within the 90 days.
9) Target guest relations said that their returns supervisor was not authorized to extend the return deadline.
10) I explained to Target guest relations that I should not be expected to know what their returns supervisors have authority to do.
11) Target guest relations said that a mistake was made but Target still will not be able to accept the item back
12) So put it all together and you get Target employee makes a mistake, but customer must pay for it.
13) I guess that means next time I make a mistake, Target gets to pay for it.
We’ve been getting more and more complaints about Target and their insanely strict return policy lately. Looks like their customer service has RRoD’d (as the gamers say.)
If you’ve got any functioning contact information that would help us launch some Target EECBs, we’d love to hear about it. Send it to tips@consumerist.com.
(Photo: blue_j )
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90 days is the most liberal return policy i’ve ever encountered! He couldn’t make it back to the store before then? Tough noogies for him!
You have to fight for it, I once returned an Ilo HDTV in Wal-Mart after their 3 month return policy, I found a lot of negative feedback of it in many websites, printed them, went directly to a supervisor and gave them to him, after 1 and a half hour waiting they offered me a credit or my money back.
@humphrmi: Like I said, the only thing I’m wondering about, did he get ”supervisor’s name” for real, or just told them that he ”spoke to a supervisor”. I’m a bit wary about people who say that, since only about 2 cases out of 50, were real.
If the guy is telling the truth, than the store really screwed it up.
@Concerned_Citizen: Except Target’s policy on camera returns is 90 days. So I guess those 30 and 14 day return policies don’t mean shit in the context of this post. He should’ve had 90 days to return it.
Except he called, and foolishly expected the response on the phone to match his experience in the store. Silly OP. Silly, silly calling-the-store-to-check OP. Silly expecting what he was told to match what happened when he went in.
Too bad we don’t have a web site or blog that tells us when retailers can’t keep their promises.
Oh, wait.
@humphrmi:
Um, anyone who takes the verbal word of whomever picks up the phone when you call up Target as gospel isn’t being a very good consumer(ist).
Hell, I have trouble taking the word of customer service reps at AT&T, and that’s basically my only choice!
The fact that this is even posted is stupid. 90 days is a very long return policy.. it is very clear that he was just renting the camera anyway. Tough titty.
After reading the story, I kind of knew there would be more “Dude, you had 3 MONTHS!!!” posts than not. Like others have said, 90 days is extremely generous in this day and age of 14-30 days for returns (with receipt.) That’s not the issue. The issue is that the OP said he got permission to return the item after the 90 day window. If this is true, than he has a right to be pissed-to a point.
I throw that last part in because the OP should have (like others suggested) got more info than the manager’s name. I would have called a few times to make sure, asked for some sort of confirmation…more than just a “Sure, no prob…” before hanging up.
Ah, you live and learn.
I agree with everyone who says 90 days is long enough to have returned it before his receipt “expired”. I understand he took the extra step to call and see if they could break the rules for him and they told they would. But in all honesty I think he really needs to suck it up as a loss, you know the same way retailers have to accept a loss when someone retail rents. Just because someone tells you what YOU want to hear over the phone don’t expect always to get it.
On a side note if he got permission from a supervisor why the hell is he even dealing with the customer relations line?! Why not call their corporate directly to resolve the issue?
@valarmorghulis:
Yeah. His story sounds bogus, and that he forgot to return it within the allotted amount of time and instead of sucking up his $200 loss… he made up a story to get Target to back down to take his return. Seriously, three months and he just figured out he didn’t want it?
I have no pity for this consumer.
That pic…is that the RRoT???
So if a Supervisor promises you $10,000 then Target should fess up? No, Target has policies for a reason and I generally wouldn’t beleive any store’s ‘future promise’ beyond well documented policy.
That being said I have returned items to Target that either failed or did not match my decor as I thought etc and have never had an issue. Though I always keep receipts (they are great for budgeting and tax purposes).
@humphrmi: Thank you so much! I couldn’t have said it better myself. But this is just silly. At some point you have to be able to trust the folks you’re dealing with, at least a little bit. If they couldn’t bend the return policy then they should have just told the OP that he would need to return it before he went on vacation. That would have been that, end of story.
And for what it’s worth I’m guessing the OP purchased Cannon’s 35mm SLR, which is a film camera, not a digital camera. Wal-Mart, Target and a number of other retailers have carried it for $198ish for several years now. I have one, and it’s an excellent camera.
I would have went with my instincts and not just the phone support from target.
If he had enough time to call and talk to a supervisor about returning it late, he had enough time to go in and return it.
@parad0x360:
going on vacation is my guess….
And if the answer would have been no, would he have made time to return it? Yes? Then he had enough time to return it even without calling. He should have just gone and done it.
Kids, kids…back in the old days people could return things almost forever, with or without a receipt. Those were the days.
I’m the lazy and indecisive type (which is not a crime by the way, just a character defect). I had a Kodak photo printer which was never opened, and let the return time lapse past 90 days. Having had a run-in with them already about a Christmas present my mother had purchased months in advance(yes, think about that)I decided to go with the “lost my receipt” ploy.
Target offered me a $15 closeout price. After getting a bit riled, I gave it to Good Will instead. I’d rather toss it than give Target back a new unused product at 90% discount. It’s just the principle of the matter.
I’m faster on returns now, but that’s another rat’s nest. They don’t like multiple returns with a receipt within 90 days either. So I try not to shop there, unless I’m positive it’s something I’ll keep.
What is so insane about a 90 day return policy?! Any longer than that and Target is no longer in the business of selling merchandise but instead is leasing items with an option to buy.
The only insane part of this situation is why it is even a situation at all. Good grief. Unless an item is defective there is no good reason why someone should expect a store to accept merchandise back after 3 months.
@parad0x360:
???. He talked to a supervisor of the returns dept. He didn’t ask a box boy or Cindy Lou at switchboard. I think it’s totally reasonable to expect that person to know how strict the store is with it’s return policy. It would be just as easy for him say “sorry the policy is 90 days” as it would be to say ” go ahead, a few days over 90 is okay.”
If the store wants reprimand the employee so be it. They should still live up to the deal.
I’m sure all the people crapping on the original poster would be singing a different tune if they were in a similar situation.
I used to like Target. Hell, I ever worked @ Target for a while. NEVER in all my working experience have a seen a set up like Target. It’s awful. Ladies, the loss prevention dept. is starting at your breasts and thong lines via camera. Don’t ever forget that. So maybe don’t pick your nose, or your ass…
*I meant staring…as in LOOKING.
Target Unit Price labels for paper towels and toilet paper should be for 100 square feet. Unit price labels based on number of sheets misguide consumers because sheet sizes vary.
This is pretty lame. This guy had 3 months to return a camera and he waits until he’s about to go out of town to decide to return it?
It seems kind of silly to whine and complain about how the company didn’t let you do something that was against the rules. That’s why they give you 90 days, a whole 3 months to return it. Seems like there’s something else to this story.
Yuppers, sounds like a rental.
As for camera’s, I know pretty quickly if I like one that I buy. Even if he was leaving and rushed, he had the 3 previous months to drive to his store, see the desk clerk, and make a return, and try out a new rental, er camera.
The phone-call bit sounds like he was trying coerce Target into a return he knew that he should have done sooner.
Old adage: Lack of planning on his part does not constitute an emergency on Target’s part.
I’m too lazy to scroll up and double check, so perhaps my comment is irrelevant (USA! USA! USA!), but if you’re going to call a store and ask a supervisor to bend the rules for your benefit, you need to get that person’s name and hours, and then arrange to deal with them directly when you do go in.
It sounds like he got the OK, and then went in and tried to deal with people who weren’t privy to the conversation. I don’t blame them for shooting him down because without a clear okay to break policy, from a higher up, they were potentially putting their asses on the line.
It also sounds like rather than trying to speak to the supervisor after he was refused, he immediately called Target’s 800 number. Ehh.
To those wondering about the prices:
SLR – Single Lens Reflex – This is a film camera, in which the entry level models have hovered in the $200 price range for years.
DSLR – Digital Single Lens Reflex – Much more expensive, and perhaps more widely recognized this day in age. Typical entry level starting points around $600-800 give or take a model going out of production.
Here are the facts:
1) Customer clearly knew that he was going to return the camera while within the 90 day deadline.
2) Customer consciously chose to delay putting off the return of the camera. Unless customer is a world class idiot, customer most certainly should have realized that in this day and age the likelihood of someone being able to bend the rules for nothing more than his personal convenience are extraordinarily slim.
3) Customer writes Consumerist who, again inexplicably, decides to greenlight the post.
Would it have been nice of Target to accept the camera? Sure, but they’re under no obligation.
Consider: What if, when the customer called Target, they said “no way, it has to be within 90 days”? At that point the customer has two options: Get off his ass and head over to Target RIGHT NOW, or be lazy and wait until he returns from his trip and get the same results that he did here. Presumably he’d have returned the camera right away which, of course, begs the question: Why didn’t he do that in the first place?
Again, Consumerist, you disappoint with your choice of greenlit articles.
EDIT: “1) Customer clearly knew that he was not going to return the camera while within the 90 day deadline.”
I actually returned a chair that I bought from target online over a year after purchasing it without a problem. they even had UPS come and pick it up from me without charge.
I’ve had excellent experiences with target customer service.
Alright people, I think we are missing the point in the matter here. Lets not look at whether the return period is, it can be 7 days, 30 days, 90 days, whatever. The OP claimed to have been given approval by a supervisor to return a product after the cut off time. Target refuses to honor that claim.
Now the big question is, did the OP talk to the supervisor who authorized this? If not, why not? You are asking people to take your word that you were given approval. Thats pretty much like me calling up Microsoft and telling them Bill Gates told me it was ok.
Yes, it does suck that Target hosed you on this, but I would like more info before I say whose at fault.
On a side note: 90 DAYS?!?! What the F*** took you so long to return that?!?!
$200 seems a little high for RENTING a camera for 3 months. On the bright side, now you don’t need to rent at all…YOU HAVE ONE!!!!
I don’t understand why people call instead of just going in. There is no proof that you actually talked to someone…people can just make up names and policies. People will tell you anything to get you off the phone. Go in, and fight your case in person.
Sorry, but dude should’ve returned it sonner. 3 months and he starts rushing at the deadline? Pffft.
Though, it’s still is crap when a company rep says one thing and you get screwed.
@hatrack: “I’m sure all the people crapping on the original poster would be singing a different tune if they were in a similar situation.”
I have been in this situation. The only difference is I take a store’s return policy at its word rather than viewing it as just a suggestion. If I want my money back in return, I hold onto my receipt and return merchandise within the proscribed period. If it is a big ticket item that I definitely want my money back if returned, I write the return-by date on a calendar to ensure I don’t forget.
Returning outside of a store policy, I am grateful for a store credit if they are willing. If they are not, then I blame myself for not adhering to the policy by a delayed return or no receipt. I certainly do not blame the store for not breaking their store policy just for little ‘ol me.
Perhaps it was my upbringing. I knew in advance of breaking curfew I would be grounded. Never did I ever think my parents were kidding when they told me not to do something. I grew up with rules and consequences if I broke them. A lesson well-learned and carried forth with me as I ventured out into the world.
I was able to find the following information, which should at least give you the email address format if you want to try an EECB
Gregg Steinhafel
Second Vice-Chairman
President, Target Stores
Target Corporation
1000 Nicollet Mall
Minneapolis, MN 55403
Phone: 612-696-6243
gregg.steinhafel@target.com
Sorry…found a bit more info….
Robert J. Ulrich, Chairman, CEO rj.ulrich@target.com
President, Gregg W. Steinhafel, Gregg.Steinhafel@target.com
Main p. (612) 304-6073
Media Relations p. (612) 696-3400
*transfer to guest relations rep. who will take messages for all corporate officers*
Frankly, I find it amazing that you can return things /at all/ nowadays.
i absolutely LOVE target…and I never have issues w/any sort of returns.
90 days?
Summarized:
1. Target rep shouldn’t have told him 90+ days was fine. That is a training opportunity.
2. Ronald shouldn’t be “Product Renting” as we’re calling it. Actions like this simply cause stricter return policies at retailers for legitimate customers.
In any case, all Target owes him is an apology. Nothing more.
Protip: People in call centers lie ALL THE TIME.
They are either uneducated on company policy or too lazy to care about what policy is. All they care about is their metrics and their next break.
He can take it back to Wal-Mart. They take anything. Just tell them it was gift.
Sorry…to me 90 days is plenty of time to return a camera…otherwise at that point if its defective the manufacturers warranty should take over.
Sounds to me like Target does indeed have a very liberal return policy on electronics.
RETAIL RENTER
Employees lie all the time. Like if the employee had told him it’s ok to just take merchandise out of the store without paying for it, is he going to be saying that the employee told me I could and not get arrested. Well, that employee was lying. If I was a manager at Target, I would have given him a 50% refund. It was after the 90 days, but my employee did agree to this apparently.
did the 90 day return policy include any sort of “grace period?”
no, it didn’t? that’s it, i’m going to boycott target. and my credit card
companies. and my utility companies, my mortgate company, and my grocery
store, gas station, and local watering hole, and, and… oh, yeah, i’m going
to ask the internal revenue service if i can be a few late on that payment.
if any of them said that it’s ok to be late with a payment, then that’s a
purported fact. if i can produce actual evidence that i was granted a
reprieve from the deadline that i’m fully aware of (and entered into a
binding contract with), then i’d better have something in writing.
ronald is sol, and a whiney douchebag for expecting target to bend over and
take it up… well, you know.
@linedpaper: Before the EECB,the OP would do well speaking to the returns manager who originally made the promise. Nowhere in the OP’s e-mail did I see where he actually addressed the problem with the person who made the promise.
That makes me wonder if a promise was EVER made, and if the OP is just making up the whole thing so that he could return the camera he just used for his vacation…
I would go back to the store and ask for the person I spoke with on the phone. The only problem is…this is retail and that person is probably no longer with the company. The 800 number is not going to do you any help either. Good luck. Target sux!
Well considering that most stores have a 14 day return policy on electronics, a 90 day window is an pretty long time to make a return. I know i have personally done returns / exchanges for customers a few days after out 14 day policy, but its up to us weather we want to risk it or not.
One detail you all seem to be glossing over is that the article implies that Ronald got verbal permission from one of the supervisors at a particular (and unnamed) Target location, and then tried to use that as leverage at some other Target (Culver City). If I worked returns at a Target and somebody tried to return something after the 90 days were up and told me “BUT this guy in a store two states away said I could do it!!!11″, I would politely tell him where to stick it.
Just because one supervisor at one store is willing to bend the rules for you doesn’t mean that another supervisor at another store has any obligation to do the same.
Also retail renting is despicable and Ronald should be ashamed of himself.