![]() In addition to providing a receipt to the customer, we also attach a separate Merchandise Return Label (with a barcode) to each item. "Our goal is to refund the original price paid whenever possible. "We will accept for return or exchange any merchandise that does not completely satisfy the customer," Sluzewski says. At Macy's, senior vice president of corporate communications Jim Sluzewski said the chain doesn't have any plans to amend it's policy. A Kohl's spokeswoman referred us to the company's written policy, which makes no mention of a penalty for receipt-less returns. We checked with a handful of companies, and two responded. "If the sales impact is large enough, Bed Bath & Beyond can always revert to the old policy." He predicted other retailers would adopt similar policies. "I've never seen a number (20 percent) like this attached," says Abelson, who described the penalty is reasonable, though it's too early to tell if it will result in a consumer backlash. Return fraud takes make many forms including when criminals attempt to return stolen merchandise for cash or credit. Joyce wouldn't explain the reason for the policy revision, saying only, "We pride ourselves on providing customers with a noticeably better shopping experience and modifications such as this will allow us to continue to deliver exceptional service in the future."īut retail industry consultant Jack Abelson is convinced the change was prompted by internal auditing that revealed "at least a hint of (return) fraud or something akin to it," resulting in financial losses. The policy also applies to the chain's sister merchants Buy Buy Baby and Harmon Face Values. ![]() The new policy took effect in late April, though customers were alerted to it well in advance via in-store signage and handouts, says Jessica Joyce, public relations manager for the company, which operates around 1,400 stores. ![]()
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