Target’s 'hidden' return policy

If you try returning something to Target without a receipt, there’s the retailer’s posted 90-day return policy and then there’s its unwritten return policy.

According to the posted policy, you’re simply out of luck if you don’t have a receipt and Target can’t verify the purchase through its electronic “receipt look-up” system, as might be the case if you paid cash or received the item as a gift.

But for items costing up to $20, there’s another “hidden” option that you won’t see on the store’s posted return policy. Customers can get store credit, provided they show a driver’s license or other government-issued identification and haven’t already used this option twice during the year. This option actually has been around awhile, although it initially allowed no-receipt returns for items valued up to $100, an amount subsequently reduced to $40, and reduced again last year to $20.
   
“It is something we look at as an accommodation above and beyond the policy," says Target spokesman David Fransen. "It’s not publicized or advertised.”

We wonder why Target simply doesn’t tell shoppers this. Even better, we wonder why it doesn’t adopt the no-hassle policy of its largest competitor, Wal-Mart. Customers who return products to Wal-Mart without a receipt can get a store credit, even for high-priced purchases. And for purchases of less than $25, customers have the option of taking cash. As with Target, Wal-Mart’s return policy is 90 days for most products, although it’s shorter for computers, digital cameras and camcorders, and some other items. What’s more, Wal-Mart recently loosened its return policy for holiday gifts that fall under the shorter return policy. The return period starts on Dec. 26, even if the gift was purchased as early as Nov. 15.

But even Wal-Mart has its limits. If you return more than three items without a receipt within 45 days, transactions will need to be approved by a manager, and your account will be flagged for the next six months. The flag will disappear if there are no more returns during that time period.—Anthony Giorgianni

Comments

[bob]

home depot is no different!!!

[Val]

Well I agree with this policy, if they gave store credit for items up to $100 dollars, we could only imagine how people would take advantage of it. You could walk in there and steal something and bring it right back without a receipt, and wow you just earned yourself $100 worth of free Target merchandise. It's all about preventing shortage, people should keep up with receipts, give gift receipts, or just pay with a credit card, debit card or a check, this way there are no issues.

[Martha]

How hard would it be for Target to post their complete return policy in the store, instead of keeping it a secret from loyal customers?

What is the benefit of keeping this a "hidden policy?"

A Target store gave us a hard time when we tried to exchange -- not even return -- one unopened, Target store brand can of flavored coffee for a different flavor, even though they were exactly the same price.

If Wal-Mart can have a more consumer-friendly policy, shouldn't Target, an ostensibly more upscale store, be able to do the same?

[Mary]

Martha, the benefit of keeping the "hidden policy" hidden was already pointed out by the commenter before you--to prevent people who don't sincerely need to return an item wo/a receipt from taking advantage of the policy. In addition, the store credit that these non-receipt returns yield is usually much smaller than what the customer paid (they look up the lowest selling price in the past 90 days). In short, this "hidden policy" is really just a last-ditch attempt at getting any money back. It may or may not please everyone, so that is why it is not posted.

I actually used to work at behind the Guest Services counter at a Target store some years ago. While it is true that we allowed no-receipt returns up to $100 initially, we also allowed exchanges of the same item (with no max amount). I don't know if this has changed as well.

[Melissa]

Today I brought my 11 year old son to make a purchase of a Virgin Mobile Pre Paid Cell Phone from a Super Target at the Ray/Power location in Gilbert, AZ.When getting to our home, xcited as my son was he immediately opened the phone to get it put together so he could start exploring it. Once he had taken the battery out of the packaging to place within the phone the backing which holds the battery in and the phone together would not get a tight closed fit.By pulling lightly with your fingers you can remove it from the phone.I called back the store in which we purchased it from and they did not have anymore so I called elsewhere and found multiple phones available at the Mesa East store at 1525 S Power Rd in Mesa, AZ 85206. Was advised at that time by a service rep in electronics to bring it in and they could exchange it.When going there with the item in the original packaging,receipt,in the bag it came in,the cashier informed me that the system was denying the return,I then asked to speak to a manager,in which she called a manager/Michelle to assist her,she then directed her to contact a 800#,that was the end of her involvement,the cashier advised me of an 800# to call and told me they would tell me why it could not be returned.I then asked for the store manager,this was radioed in,and someone by the name of Kathy responded saying I am not a manager but wlll come up to assist.Again I explained the situation,she took the phone back to her manager,let me remind you this was who I requested to talk to and he did not respond,stating that since this item was activated they could not return.This was not activated by me the purchsser,but that of the store,when they scan the item to purchase it automatically activates.If me the customer had a choice to activate,I would not have as it was a defective/damaged item, not in working condition.After hearing her response I requested the store manager again,her response was he was "offboard" and unable to talk to me.Funny thing was I heard him on the radio when initially requested,so he was in the store,unable to do his job and provide customer service and put the customer first!I have to say by this time my frustration level was high,Kathy told me she was a manager,my question to her was why did it not indicate it on her name badge and why did she say differently on the radio?At this point she could not say anything.She handed me a "Guest Comment Card"and told me to call the 800#,I again told her I wanted the store manager, she then had nothing else to say,walked away and so did the other "manager" Michelle and then no where to be seen.I did call the 800#,talked to a rep/Antonio in "India",again explained the situation,he told me he documented the conversation,advised since I had the receipt,item was defective that the option would be to exchange it,I explained to him that,that was what I was trying to do,not asking for money back and they were refusing to do so,based on what the computer was telling them when they input the information,he stated that he could not authorize,but a specialist/his supervisor could do so but they were out of the office and not there until Monday.Tell me how this is good customer service for me the consumer?Advised to call back the same 800# Monday and give the reference#,stated will not need to explain situation again,that the call will be transferred and the situation handled.According the what is posted in the Customer Service area and the recording on the phone when I called, there should have been no problem with me getting a return/exchange.All the requirements that were listed I had,and there were exclusions listed,but no where does it indicate that cellular/pre paid phones could not be exchanged/returned.I am a customer that goes out of her way to shop at Target vs Walmart which would be more convenient,and this is how the customer is treated?This is service I would expect from Walmart,not Target!I hope that this gets handled and in the appropriate way or further action will be taken again Target and word of mouth is huge and I will post and tell everyone that this is the way Target treats their "guests."I hope for a prompt response.

[pc]

I recently went to Target to return a book (with a receipt) that had been purchased 60 days prior and was told by an employee that too much time had passed and the only thing she might be able to do was give me store credit. I then pointed out that the displayed return policy did not list books as a having a shorter return policy. This employee then went to another employee who proceeded to tell me that the item could not be returned at all for either store credit or a refund AND I was told I could attempt to return the item to the original Target store I had purchased it from. However, THIS Target store does not take books back (no mention of how many days after purchase---apparently, one cannot return any books),.

[Jessica]

Well, if you read the policy on the signs posted at Target stores, you will read: That all returns and exchanges require a receipt and must be new and unused. Clearly it states their expectations, that a receipt is REQUIRED! How hard is it to keep a receipt? Don't you keep track of items you purchase or to see where your money is spent. I keep all my receipts until they are expired, a little organization can save both a company and consumer the headaches. Why do you think Target came up with this policy? Obviously because too many people abused it or clearly stole items and received free Target money. If Target wanted to lose money, then they wouldn't care about the "return policy" but its a company that provides goods to us and employs thousands of americans with a paying job. Just get over the fact that you LOST or CAN'T find your receipt and wake up to reality! If it was your personal store.. would you limit returns to theifs? Thanks!

[Josey]

Okay, I currently work at Target. I would like to state that a guest explaining that they have used thousands of dollars at target shopping does not help your case. And you can all thank that policy to the people who like to steal. It wouldnt be there if we lived in a perfect world. But because there are idiots that steal and return it to get money back, thats why that policy is there and I agree with it 100% if you like it or not. Telling us that you shop there everyday of your life and used you money at target, who cares? It doesnt prove anything. It doesn't prove that you are a trustworthy person. How hard can it be to keep a receipt? Just like you get mad and frustrated because you wont get your way, we get annoyed and frustrated when you don;t have your receipt. And you guys have to understand yes we work at target but whatever the system says goes. No we can't override anything. Thats for those who come up and say "Well Im a manager at Home Depot and if someone came up to me with that same story I would be able to override." HELLO ITS TARGET!! NOT WALMART. NOT HOME DEPOT. NOT KMART. T-A-R-G-E-T with the big TARGET LOGO and a dog called SPOT.

Thank you alll and remember this is not TARGETs views it mine and mine only. =)

[Kim]

I shopped about a year ago at the Target in Stafford Market Place in Virginia for my niece for her new baby. After purchasing about 300.00 in merchandise which were duplicated by others attending her shower (not sure what happened with the target registry)she was unable to exchange or return only 2 items. She had the receipt in hand and challenged this determination with the manager.

The manager told her with a receipt or not she would only be able to return/exchange 2 items for the year. She called me while in the store and I spoke with the manager to no avail. So she was stuck with duplicate items which she could not use.

Since then I have not returned to shop and tell everyone I come in contact with of this policy. I have a very large family and used to shop weekly at Target but will not step foot in that particular store because of this manager who is not enforcing the policy correctly. I logged online to find out the policy prior to speaking with him and argued that the policy as without a receipt but was basically told so sorry.

I even emailed a complaint to Target but recieved no reply. Walmart is closer anyway and has better customer service.

[Karen Collins]

There is another "hidden" return policy practiced by Target but this one is for purchases made by checks. On 12/06/08, I purchased $285.33 of products and paid with a personal check. As required, my check was run through the Target approval process and accepted by Target. On 12/11/08, I brought one of the items ($44.00) back for return. I had my receipt but was told I could only be offered store credit because my check "had't cleared". My check had cleared on 12/6 and was debited and posted to my account on 12/08. I have this printed from my bank, BBT. The Target management said that even if my bank had paid Target, the transaction had not posted in Target's system and I would have to accept store credit for my cash transaction or come back "after my check had cleared Target's system." The store manager did not know exactly how long the clearing process would take but "it usually takes about 8 to 10 business days". The manager acknowledged that this "check" return policy is not printed on the receipt or any of the store's return policy notices plastered all over the "guest services" desk. I believe that Target uses Certegy check services for its check approval. Certegy assumes payment liability if the transaction is returned unpaid. In other words, Target is guaranteed payment on all approved checks. In addition, they have had my money for free since 12/08 and can not say when my money will be refunded to me. This policy is deceitful. Walmart's policy is to immediately give a cash refund to customers who pay by check. I would not have shopped at Target if their check policy was public. Target products are readily available at Walmart and many other retailers. I will no longer patronize target stores.

[Paul]

I never knew about Target's policy until I tried to return a brand new/never opened kid's rug made specifically for the Target stores. I had the receipt, but it was just over 90 days and they wouldn't take it back even though it was brand new and still an item available on the shelves. The "guest" service supervisor said that she did not have the power to override the system, or she would, and apologized profusely for it. She even told me that she disagreed with corporate management on this and said that many other employees felt the same way.

Although it was my error for not knowing about the 90-day/receipt policy, I must say that they are a bit too strict with their policy that they are, as they say, "throwing the baby out with the bath water." I was a loyal customer for the last 10 years. Now, I only shop at the competition and have not step foot within a Target in the last year. According to this guest service supervisor, Target may decide to change their policy because, it seems that Target has lost many of their customers due to this policy as well as the economy.

The moral of this story? Never take a loyal customer for granted and try to get away with silly euphemisms like, "guest", to describe the customer when you don't treat them like one...or risk bankruptcy when the economy goes bad, because you have suddenly realized that your loyal customer base was shaky all along.

[Mary]

Josey,

First of all if theft is such a problem at Target why don't they do something about it. At Walmart if the alarm sounds that someone is walking out of the store with an item, they get stopped. At Target the customer just keeps on walking and no one bothers to check their bags.

Second, you are wrong when you said it does not matter how much a customer spends. If a store loses someone that spends $8000 a year, they are losing monney. If more customers get frustrated and decide to shop somewhere else, that is more money lost. If a store continues to lose money they will have to let some of their employees go. There goes your job and well as your buddies. That is the problem with people that work at Target, they just don't get it!

[Mary]

Apparently Josie does not make the connection between customers spending money at Target and her having a job.

[shelly]

I returned two shelves within a week of buying them and thought I had lost my receipt. Target will only give you the lowest price that the item has been sold at, not what you paid for it, and will only give store credit.

I found my receipt the same day and was relieved, thinking I could just take it back in there and at least get the full price of what I paid, which was 10 dollars more than the rip-off price they gave me. I didn't mind that I could only get store credit, I just wanted back what I rightfully deserved after being able to prove it with the original receipt.

When I brought my receipt back in to customer service and asked them to please credit me back the full amount, all they said was there was nothing they could do about it because I had already made the return. I could tell the associates in the store knew this was a ridiculous policy and felt bad that they couldn't correct it - they even made a phone call to someone while I was standing there, thinking they could do the right thing. Wrong. Again I was given the excuse that there was nothing that could be done.

Store credit I have no problem with, but how can you not give what I paid on a returned item when I can show you with a receipt what I paid?!! This is downright unethical of Target and I am so infuriated I will never shop there again and I will never stop telling this story to everyone I know in hopes of getting more people to ban this store for this unethical return policy. Is it really worth it to Target to take 10 dollars from me when they're gonna lose thousands when I flat out stop shopping there and hopefully convince others to stop as well? With store credit, I was just going to turn around and spend that money right there again, and a lot more, too!! Whoever made up this policy is an imbicile and an unethical thief.

[Laura]

When my son was born, I received several duplicate gifts from Target for his baby shower, christening, and for Christmas. When I tried to return or rather exchange the gifts, I was told that I could not because I was on the "bad return list" for having returned two items previously (in the past year) without a receipt. The sales clerk was rude and acted as though I was some kind of criminal. I could not believe it. As such, I will never, ever shop there again. In fact, I have told all of my relatives DO NOT BUY MY SON GIFTS FROM TARGET for Christmas or his birthday ever again.

From now on, I will be taking my business to Wal-Mart. Target has lost all future sales from me and my family all because they refused to return and/or exchange a $19.99 kid's outfit. Target's loss is Wal-Mart's gain.

What I would like to know is that if Target is so concerned about theft, then why will they not hire employees to stand at the front door and check in all returns the minute they come thru the door? Wal-Mart does this. Also, why don't they hire good security inside the store to hunt down shoplifters and stop treating good, law-abiding, honest customers or "guests" as common criminals?

I often wonder what will become of Target in this economy, especially with all of the retail stores going under. In the past, Target may have been able to pick and choose and mistreat its customers and still produce a profit, however, in this economy, that may not be possible. What will the future hold for Target and its return policies? Only time will tell and good luck with that.

[Dawn]

Today I attempted to EXCHANGE an item that my daughter received as a gift but I did not have a receipt. When she opened the item it was damaged and all I wanted was to exchange for the exact same item. I was told that because it was over $35.00 they could not and would not exchange without a receipt. Now mind you this item was large, heavy and diff. to carry so unless their employees are blind no one could steal that particular item. This is a hidden policy. Also if you look at the back of your receipts there is a reference in regards to the return and exchange policy directing you to "log on to Target.com" for the FULL policy. Has anyone tried to do that? Good luck finding it - all I have found is a link explaining returns purchased online. I have been turned off of Target for these reason and will be hard pressed to purchase from them in the future. I agree with a previous post - I have seen many time and it has happened to me where the alarm goes off and the so called "security" does nothing or has waved me thru. No attempts made to check out the persons cart compared to the receipt to make sure nothing was stolen. Why do they have someone standing at the door anyway? for looks?
I dont care what anyone says - customers do make a difference and if one has a dissatisfying experience they are going to tell many of their friends. If one stops shopping there - likely so will their friends based on the negative experience. There will be a snowball affect. In todays economy no one can take the chance of not being able to return none the less an even exchange. I have adopted my own policy - I do NOT shop anywhere where I can not get a cash refund for a return. If I have a receipt I expect to get cash back or a credit to my acct. I will no longer except store credit unless it is my fault for not being able to produce the receipt.

[Ellwood]

I currently work at a Target.

The polcy is now $35 in store credit per return without proof of purchase, twice a year. The OTHER unwritten clause is that the item is returned at the lowest selling price within the last 90 days. The limits imposed are to protect the store from fraud. It is not uncommon for people to attempt to return merchandise for store credit that they simply picked up off the shelf.

[Ben]

I don't understand where everyone thinks that Target has hidden policies. The policies are stated clearly on the back of receipts at every register and at the Service Desk. Targets policy is stated very clear, It is stated below.

"A receipt dated within 90 days is REQUIRED for all returns and exchanges.
All returns and exchanges must be new, unused, and contain all original packaging and accessories. A form of personal identification may be required. Some items cannot be returned if opened, including music, movies, video games, software and collectibles. Other restrictions may apply."

I do not see anywhere, where it states that Target is responsible for your purchases. Save your receipts and you wont have a problem! Its that simple.

[Dana]

Re Karen's comment about the check policy:

I have worked for Target at the service desk for close to 7 years. Target's return policy has always stated that for purchases made by check, "Your refund may be issued in the form of Target GiftCard good for purchases made at Target stores and on Target.com." (taken directly from the website.) This has been a part of the return policy for as long as I have been with the company. I'm sorry your experience was unpleasant, but the vague information is unfortunately all they give us on the store front. I've never been told anything more specific than 7-10 business days.

I'm not saying it's fair. And there are certainly parts of the return policy I do not agree with. But this article is focusing on the unposted policy - the exception policy, as my store calls it. The policy about check refunds being given in the form of store credit is posted at the service desk, as well as online.

---

As for the exception policy: as many have pointed out, it is to prevent theft. However, it is not a perfect policy. What I tend to recommend to my guests are to fill out surveys whenever you are given the opportunity. When invited on your receipt, simply walk up to the service desk area and go to a gift registry kiosk; select "Guest Service Survey" (bottom right hand corner, I believe). At the end of the survey, they give a field for comments and suggestions that is worth the effort of the rest of the survey.

I've seen many things change over the years thanks to suggestions on these surveys. (Remember when we could only give cash back on debit? And then only debit? After loads of complaints on both ends, Target wised up finally and gave the option of either cash back or returning the funds to the debit. This would not have happened without customer feedback!) In fact, our exception policy limits and returns from a registry have seen changes thanks to your feedback.

It's not guaranteed, of course. But I highly encourage it. Those surveys go straight to the policy makers. It's worth the extra 2-3 minutes of your time!

[Jenn]

I had registered for some items for my baby at Target. For some reason, it was not recording items that people had already purchased, so there were duplicates. The policy states that even without a receipt, you can return itmes purchased off your registry. But when I tried to, they wouldn't let me. I have to say that all the employees that worked on the problem were really nice, and they did work on it for about 20 minutes, but no one could get the computer to do the actual return. All I wanted was to return unopened/unused/tags-still-attached duplicates and get a gift card so I could get different items for the baby. What would have been the harm?

Needless to say,I don't shop at Target anymore.

[Suzanne Thompson]

Target is not the same store it was 2 years ago. Last year this time I purchased a couple of bar stools for a kitchen remodel and got first wind of their very rigid return/exchange policy.

But I got over it because I love the store and their merchandise. Recently, my check has been declined twice even though I had a hefty account balance. First time this happened I used my debit card leaving the store mystified and even telling the clerk that the debit card and checking account are one and the same. Money is money right, apparently not at Target.

Second time check was declined I did not have debit card with me. I had to leave my $120.00 in store. If this is the best target can do , they need to just have a no check policy.

I called the 800 number later on from my car. I was told that I was on elevated check status, rattled off a list of places I recently gave a check to and said that it was a system mistake and that if i were still in the store that my check would be accepted. Too late sister!

I'm gone and in no hurry to shop at Target again. THAT IS EMBARASSING! It was not a mistake on Targets end. It happened twice, only difference first time I coughed up a debit card.

I was treated like this was MY FAULT for not calling from the store. Where does target get off assuming that every customer in their store has a cell phone on them ?? I did not that day, nor did the clerk offer a phone.

Money in the bank and excellent credit does not equal check writing privilege at Target, praytell, what is the prerequisite?

[Katie]

As Ben said our policy is clearly stated on ALL receipts, we also provide methods of looking up those receipts or those of you who just can't hold on to them, and we will now return up to $70 dollars of merchandise within a one year period, but that is a courtesy which not required of us; that is the reason it is "hidden". It is "hidden" because it is not a part of the policy; The policy is bring a receipt in within 90 days and we will give you a refund as long as the merchandise is in new/ unused condition. If you paid any way , except cash, we can do a receipt look up if you provide us with the method of payment. We are not crooks or cheapskates. We have policies in place for the same reason as everyone else; because with out them there is no profit and with no profit there is no store equaling nothing for all of you to get on here and complain about... What would you do in your spare time??

[Katie]

And leave Josey alone she's just sick of trying to please all you crazy people who yell at her over something she has no ccntrol over. If you all love walmart so much SHOP THERE believe me we won't miss you yelling at us... me and Josey will do just fine with out you because for every one of you that we piss off there are 100 more that say they like us better... There was a survey you can google the results ;)

[T]

Katie, you need to stay or go back to school...you have no idea what correct grammer is and you sound like a child in general. Josey, you're pissed as are the customers...just for different reasons. Everyone has a right to their opinion and feelings, you are no better than they are. Sadly, you sound like a child too.

Bottom line, without us, Target will go under, period...money is the whole point of the store, not loyalty to the customers. And yes, I agree, "guest" is stupid in this context. So if you hate their policies as I do, stop shopping with them without exception.

The whole thing is very sad, but as Dana (who sounds rational AND grownup) said, do the survey in the store if you ever go back...it is much better than on-line.

And everyone, now you know why Walmart is KING and continues to be! And that's in the whole WORLD not just this country.