Target Will Not Let You Return These Shoes Because They Are "Worn"
Reader I. ordered some shoes from Target.com, only to find out that they were so big that they fell off her feet when she tried them on. No worries, she would just print her receipt and bring them back to her local Target. Right? Wrong.
I. says:
I had an extremely frustrating experience at Target today, and thought that your readers deserve to know how the store treats its customers. I’ll start at the beginning.
A month or so ago, I purchased a pair of shoes from Target.com. Unfortunately, when they arrived, I discovered that the supposed size eight was more like 9.5 in this brand (Exhilaration). As soon as I put them on my feet, they slipped off – could not even walk across the room. When I finally made it to Target to return the shoes , I was told by a clerk, whose name is Jay, that my receipt, which I had just printed on my home computer, was not sufficient. She sent me to their store “computer” to print another receipt by logging into my account and accessing the same information I already had in my possession.
I complied with the demand, only to be told midway that I should not continue because I cannot return the shoes anyway. When I asked why, Jay explained that Cherima, the store manager, had deemed the shoes "worn" – their store policy prohibits them from accepting returns on worn items. I stated that I had never worn the shoes because they are about a size and a half too big on me, and told them I would be happy to demonstrate that to them. They were not interested in my demonstrations or in any further statements. Cherima just kept repeating that their "policy prohibits…"
I thought I was a victim of a candid camera prank, but no—they were for real. I asked to speak with Cherima’s boss. She said that he was not there since it was Sunday. The best she could do was give me the phone number of “guest relations”. I asked for a phone – they would not let me use theirs. So, I pulled out my cell and started trying to reach a human. No matter which extension I pressed, I got an automated message. After about four minutes, I gave up.
Cherima repeated their policy … again. Upon hearing it, I lost it and yelled, “I did not wear the shoes, not once!” She told me that she doesn’t think that the situation is “cause” for me to be raising my voice. At this point, I was shaking and on the verge of tears. I told her that I don’t care about the $6.74 that the shoes cost me – I was still there because of the principle. Cherima repeated the policy, showing me some dust around the shoes’ soles. Of course, the smart thing to do would have been to walk over to the shelf where similar shoes are, and show her that all of their soles look like that. But, I didn’t think of that. I asked for the manager’s phone number and left. Instead of calling the manager and listening to the policy one more time, I decided to email Consumerist. I’m attaching a couple of photos of the “worn” shoes.
If you wore those shoes you're the cleanest person in the history of the planet. So at least you have that going for you.
Anyway, these Target employees were being jerks, but don't worry-- according to Target.com you can print a postage-paid mailing label and just ship the shoes back to Target.com. So, ultimately, you win. Click here for instructions.
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Comments:
Who buys shoes that only cost $6.74?
Don't forget to inform Target of their employees actions and remind them that you'll be shopping elsewhere from now on.
@darkjedi26: Funny, I wouldn't have known womens shoes cost that little after seeing what my wife spends ;)
@howie_in_az: I disagree. Inform Target of their employee's actions, and ask them why you should remain a customer.
To announce you're shopping elsewhere provides no reason for a business to change how they operate. Business want to satisfy their customers, not former customers.
Why does the OP insist on talking in the third person? i hate that...
Ah yes. My closet is full of shoes of all pricepoints. Sometimes I can't resist the pull of the target clearance rack.
A pair of Isaac Mizrahi heels sits on the floorboard in my husband's car. I wore them. They are uncomfortable. I can't return them.
This is true with about 99% of the shoes I've bought from target.
I've always avoided buying shoes online for that precise reason... I like to try them on first. Also, while I do own a pair or two of super cheap flip flops, I've always believed that for shoes that will be getting any kind of extended you should spend the money to get a good pair. I'm fine with cheaper shirts/pants, but I never mind paying for a good pair of shoes.
(Please note, not blaming consumer...just stating my opinion.)
Chargeback. Just filing a chargeback will cost Target $25. Even if the cc company decides in Targets favor, they lose the $25. Plus, Targets revenue is going to be down 10% in 2008 while Walmarts is going to be up %12, so target has got to start cutting corners.
@wattznext: What? The OP is writing in the first person.
If they were my size, I would buy them from her. They are cute. Perfect for a little black tshirt and jeans.
@trekwars2000: Shoes on clearance at Target run this low. I won't spend much for shoes if they are trendy and these are trendy shoes.
@temporaryerror: I agree. My Ex used to buy Target and Old Navy flip flops @ $2-5 a pop. I finally had enough and bought her a pair of Teva's, like the pair I have owned for 10 years w/no problem.
@cashmerewhore: I have had the same experience with Target shoes. They are generally so poorly constructed in design that they damage or hurt my feet. So I gave up buying Target shoes, no matter how enticing a pair of cheap shoes are, they are just not going to work.
I have had much better success finding better quality brand name shoes at department store clearance, places like Nordstrom's rack or (gag) TJ maxx (though I only pay cash there these days).
I really like Skokie Guy's suggestion of asking them why you should continue to be a customer. Much better than telling them your done and not coming back.
Wow that's crappy. They scored themselves way more than $6.74 worth of unsatisfied customer and bad press.
I still can't figure out why an underpaid employee would even care that much. Do they get some kind of bonus for denying returns?
@budboyy2k: sound advice. at one time I questioned the wife's...I put that one the list of "things never to do again".
I disagree with the advice to print a prepaid shipping label. They will deduct the shipping cost from the refund, which is probably as much as the shoes cost in the first place. Call the online customer service number again and make sure they give you free return shipping after telling them how you were treated.
I had an issue returning an online order to a Target store once, and I was able to return it by mail without a shipping charge by doing this.
@Troy F.: It would reasonable to assume that the manager of the returns department is given a metric of returns not exceeding a certain % of sales. And yes, there may well be a bonus tied to lowering return volume.
In addition, I noticed that many stores have an attitude about returning items not physically bought at that store (i.e. another store location or online).
Bohemian - Thank you!
Cashmerewhore - The best screen name in this thread!
@wattznext:
1st person: I took the shoes back to target.
3rd person: Kathy took the shoes back to target.
OP is in first person. Back to grammar school with you.
I had a similar problem with Target returns from online - not accusing of being worn, but them not accepting the receipt I printed from online. I dutifully printed it out where they directed me to instore...and it printed the exact same way. And then they accepted it ^^ Go figure.
@latemodel: Guess where they'll start cutting corners? By clamping down harder on returns and making the process even more aggravating. Soon to require:
-Original receipt, notarized
-Credit/debit card used for purchase
-Two forms of Photo ID
-Social Security card
-Birth certificate
-Two witnesses
-Signed affidavit by cashier & manager that you did, indeed, purchase the item on the date in question
-Contract wherein you agree to a 15% restocking fee
-Credit/debit purchases to be refunded in 15 business days.
-Cash refunds will be issued in the form of a rebate check, to be processed in 8-10 weeks.
I kid. OR DO I??
In my experience, it's easy to hit glitches in returning stuff from Target.com to a Target store. There's a very specific return barcode that needs to be printed out, which sometimes works and sometimes doesn't, and the store doesn't have access to that much Target.com information. And if they have to call the internet business, they're stuck waiting on hold forever same as anybody else.
I've come to buy online only that stuff I'd be willing to ship back; if it turns out a local return does work, that's just a nice bonus.
@trekwars2000: Possibly someone who doesn't have a lot of money or who has better other things to spend money on?
@wattznext: I applaud you for your witty comment AND confusing the heck out of the readers at the same time.
@SkokieGuy: Thanks :D
@bohemian:
I love that there is a Marshalls near my house -- I buy shoes from them regularly. And Macys. Gotta love Macys. Better return policies at both (even if they're worn).
I swear folks, I do walk around the store in them, but you just don't know how comfortable they'll be after say, a wedding.
She should just clean them up and take them to another target. I did return a pair of shoes once, and they did scrutinize the soles and ask me if I had worn them. I apologized for the bit of cat hair on them and said I tried them on again at home and they were too snug. No problems. (No, this is not blaming the OP). Or does the order come with a pre-paid return label that doesn't deduct the cost of shipping from the merchandise return? Returning them this way could possibly cost target more than the sale price of the shoes!
Same thing happened to me last Christmas when I tried to exchange a pair of slippers my wife had bought for me. I had tried them on once, at home, for less than 30 seconds. The manager claimed that since there was ONE dog hair in them, they were considered worn and could not be exchanged. I removed the dog hair and the manager had the gall to give me a sarcastic look...Then, after 10 minutes of politely refusing to accept their answer, I managed to get an exchange. I had to try VERY hard not to get angry because of the ridiculousness of the situation, but I think that is why I was able to win. They won't throw you out of the store if you are VERY polite....they would look like the gestapo...
@wattznext: Don't worry, I understood your joke. And I chuckled, too.
I used to love Target but I haven't really been in a few years and I don't know if I really want to. I can get most things that Target sells at Fred Meyer instead.
I've never had a single issue with returning anything to Target. I've returned a cutting board, that had been used once because it warped, they gave me my cash back without questions. I've returned re-chargeable batteries after they had been opened as well. Any store that will let me return a used cutting board is okie dokie in my book.
How many returns do people do? I seldom return anything, so I am always surprised when my return goes smoothly. However, I would expect to be able to easily return shoes that are too big for my feet. And, I would hope that the return process would not result any additional cost to me.
I wonder if this was a simple employee problem or a policy problem. Sometimes, employees working unsupervised on a Sunday are going to do things that are not in the company's best interest. If it's a policy problem, I'm baffled. At some point, Target will no longer look like an attractive option for shopping. Given how poor the competition is, I suspect Target has a way before I think it makes sense to shop elsewhere, but I'd rather feel good about shopping at Target, rather than resigned to do so.
When did companies decide they wanted their customers to feel resigned about their shopping experience?
although it is easy to hit glitches when returning things to target .. the customer service people could just as easily issue a return and if they were worried about the product being worn, charge them out as 'damaged' and donate them to goodwill like all their other damaged or unsaleable clearance merch ..
for the OP why not just return them to another target? just because someone at this one says they are worn doesn't mean they will at another target?
Those shoes may have looked worn because they were tried on by many people at the store before being shipped to the online order customer. I once received a pair of shoes that I ordered online, with the sole on the right pair obviously worn, in comparison to the left.
Target's customer service has definitely slipped over the past few years. Not too long ago I purchased literally dozens of individual plates and bowls of various sizes for a food shoot. All told, I spent over $250. When I went back to return the 7 or 8 plates that I did not use (total value approx. $35), I was missing the receipt for one of the plates which cost $1.69. Bear in mind that I had all 5 other receipts, clearly showing how many different plates I bought and how much money I spent. Needless to say the customer service rep refused to refund me the $1.69. I tossed it in the trash, but out of sheer principle I have never stepped foot in a Target again.
testsicles got it. testsicles wonders who that second person was though, "As soon as I put them on my feet,"
"Whose feet?" asked testsicles?
I have those shoes! And they do run big... and even if you find a pair that fit... they make your feet hurt after a while. They are cute, but that's about it.
Kindly ask the manager/CSR what time they stop working.
Manager/CSR: "I'm here until 7 PM."
Customer: "Good. I'll be back at 8 PM to return them."
In my opinion, you have a better chance returning to the store to find a lazy employee then one who will give you more grief.
target dot com is having a rough summer. i ordered 2 cap sleeve dresses online - a gray one and a black one. the gray one showed up but the black dress i was sent was a sleeveless sundress. i liked it so i kept it (it was the same price) and tried to reorder the dress with the sleeves. i was sent another sleeveless dress. i sent that one back and ordered a sleeveless dress ("i'll beat them at their own game," i thought). i got...a sleeveless dress. looks like the stockroom is having problems.
I dont get why everyone is complaining about the receipt needing to e printed on site. That is just common sense, I would be all about going garage saleing(sp?) one weekend and then forge a bunch of receipts for target.
Although Target is way out of line for not accepting their own receipt once printed. The receipt has a date of purchase the shoes are in almost new condition whats the problem?
Shouldn't the headline read "Target Will Not Let I. Return These Shoes" instead of "Will Not Let YOU?" ;)
Still trying to audition as a commenter. Especially here becasue I was just informed by target that If I didn't opt out in writing of their interest rate increase that the APR is going up to 29.99%.
So easy and inexpensive to keep a customer happy... but NOOOOOOOO...!
"The receipt has a date of purchase the shoes are in almost new condition whats the problem?"
The problem? Idiots working at Target...
Target's customer service seems to have been going down the tube for the past few years. This might be the beginning of the end. Sad.