I purchased a Tassimo coffee machine as a gift. Two days later I found out that the person already had received one. That very morning I had disgarded the receipt in error and less than thirty minutes later the garbage collector was there.
I didn't worry too much though because I frequently shop at this store and I realized that I likey wouldn't get cash back but would have to accept a gift card. As I walked into the store, I noticed that there were notices stating that all returns or exchanges must be accompanied with picture ID. Again no concern as I wasn't hiding anything.
As I waited I read thier posted return and exchange policy that indicated that returns without receipt would be at thier discretion and exchange or gift receipt only. Again I wasn't worried as the package wasn't opend and in fact the sticker closing it wasn't even broken so it could easily be resold.
When I got to the counter, I was advised that the policy changed and they couldn't provide a gift card but only merchandise at this time. I looked around but couldn't find anything that I needed for $150 dollars but I knew that I likely would be back within a few weeks for at least that much in bedding plants and patio flowers. I asked to speak to the manager hoping that they would be able to supply a gift card.
Derek, advised me that they couldn't even exchange for other merchandise as this was the new policy because people were ripping them off. Derek used his dazzling (sarcastic) customer service skills but wasn't able to explain the difference between being out a coffee machine or other merchandise. I can understand not providing cash returns if you don't have a receipt but product is product - I wasn't going to leave the coffee machine there so what was the difference?
So thier policy is now NO RETURNS OR EXCHANGE without a receipt but they don't advertise this.
My wish would be open and honest policies for thier customers - just let me make a decision about whether I am willing to risk this BEFORE I run into this problem.
I certainly won't be risking a purchase there anymore!!
Bev
Edmonton, Alberta
Canada
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