baltimoresun.com

« Live chat: Black Friday shopping tips | Main | Finding the right buyer for your jewelry is golden »

November 24, 2009

Best and worst return policies online

ShopSmart Boy, do I wish I had read the December 2009 issue of ShopSmart magazine before I bought a pair of shoes online earlier this month.

To be honest, there are few things I like to buy online, but I got caught up in the excitement of a sale and impulsively purchased a pair of shoes --- which don't fit (of course). I know that I need to return them, but between paying for shipping them to me and shipping them back, I'll have paid more than $10 for the privilege of trying them on.

Basically, the lesson I've learned: it's never enough to check the base price when shopping online. Always factor in shipping charges --- including sending back returns. There are several shoe sites that offer free return shipping --- why didn't I patronize one of them? 

How to avoid similar return-policy problems? ShopSmart reviewed the return policies of 88 popular online retailers and found some real winners and losers, including ...

... Amazon.com, which restricts computer returns to 30 days and charges restocking fees for fine jewelry and computers, as well as Macys.com, which won't accept returns of "special orders" --- any any ring that's not a women's size 7 or a men's 10.5 is considered a special order.

And ShopSmart notes that BJ's stores are generous with their returns, but online purchases are subject to a number of conditions.

And, check out BJs.com's order policy, which basically states that even though a product is listed online and can be ordered through its Web site, customers should not be fooled into thinking they might actually get it (emphasis mine):

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. ... bjs.com reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item.

Now, don't get me wrong: these Web retailers have all stated their policies ... but if you're not in the habit of checking them out ahead of time, you might be disappointed should you --- or a gift recipient --- decide a product or item is not what you expected.

Here's ShopSmart's list of the best and the worst of online return policies:

15 Best Return Policies

-    Bed Bath & Beyond
-    Bloomingdale’s
-    Costco
-    Ikea
-    Kmart
-    Kohl’s
-    L.L.Bean
-    Lands’ End
-    Lowe’s
-    Nike
-    Nordstrom
-    Piperlime.com
-    Sam’s club
-    Shoebuy.com
-    Zappos.com

8 Runners-Up

-    Ace Hardware
-    Bath & Body Works
-    Famous Footwear
-    Neiman Marcus
-    OfficeMax
-    Staples
-    Talbot’s
-    Target

13 Not-So-Hot Return Policies

-    Amazon.com
-    BJs.com
-    Bidz.com only gives you 15 days to return and there’s a 15% restocking fee.
-    Boscov’s has lots of restrictions, especially on big items like mattresses. Plus there are restocking fees on some items.
-    Buy.com gives you 30 days from the date your product left the warehouse to ship it back, regardless of when you actually received the item.
-    Dillard’s requires a receipt or proof-of-purchase label and packaging on returns.
-    Fingerhut.com makes it a huge pain to send something back after 30 days.
-    Finishline does not accept returns after 45 days, even if your shoes have a manufacturer’s defect.
-    Home Depot does not accept returns on some items and no online items can be returned in-store.
-    Macy’s has lots of limitations on items from furniture to jewelry.
-    Office Depot gives you only 14 days for electronics and furniture.
-    Overstock.com has lots of restrictions. For example, you can’t return TVs over a certain size.
-    Smartbargains.com is really strict on the condition of the item to be returned. The package must be unmarked and not defaced to qualify for a full refund.
Have you encountered issues returning products you've bought online? Or maybe you just have fewer commitment issues than I do. Feel free to weigh in in the comments below. 

Post a comment

All comments must be approved by the blog author. Please do not resubmit comments if they do not immediately appear. You are not required to use your full name when posting, but you should use a real e-mail address. Comments may be republished in print, but we will not publish your e-mail address. Our full Terms of Service are available here.

Verification (needed to reduce spam):

-- ADVERTISEMENT --

Most Recent Comments
Baltimore Sun coverage
Personal Finance
Stay connected