Target’s awarding-winning customer dis-service

We couldn’t help raising our collective eyebrows last month when the Council of Better Business Bureau’s president and CEO praised Target Corp.’s “commitment to customer service and satisfaction.” The comment was included in a news release that mentioned Target as one of the winners of the BBB’s International Torch Awards, which recognize “businesses and executives exhibiting integrity in the marketplace and exemplary dedication to fostering trust between businesses and consumers.”

When we think about great customer service, Target is one of the last retailers to come to our mind because of the chain’s return policy and its records for customer service. We wrote about Target’s policies in this blog last year, and we still get comments from readers sharing their negative experiences. 

Basically, if you want to return an item and you don’t have a receipt, or Target can’t find one in its records because you paid by cash, you’re pretty much out of luck. That’s the case even if you want only to exchange that large sweater you got as a gift for a medium. Target does have an unposted exception that lets shoppers return items twice in 12 months without a receipt, but only if the transaction is no more than $35. The store’s customer service representative will tell you about this policy when you try to make such a return. 

But that’s not all. Target’s return policy also says that: “Holiday and seasonal merchandise on clearance at the time of return will be refunded at the current clearance price.” Indeed, while we were purchasing a “seasonal” item on clearance recently, a Target cashier warned us that if we tried to return it and the price dropped further, we’d get a refund for the lower amount, even if we had a receipt. But when we questioned a Target spokesman, he said: “We have not been enforcing that [policy] from a corporate standpoint for some time.” Yet the policy was spelled out online and behind the customer service desk at one Target store we visited.

The problem with Target’s policies is reflected in BBB’s own complaint statistics. Over the last 36 months, the bureau handled 1,436 complaints against the Minnesota-based retailer, more than seven times higher than the 203 it processed for Target’s bigger competitor, Arkansas-based Walmart, whose return policies are much friendlier. 

Of the total Target complaints, 725 involved refunds and exchanges, compared to just 49 at Walmart. And Target’s highly praised customer service earned it 184 complaints compared with Walmart’s 36. BBB officials say the number of complaints isn’t high for either retailer, both of which earn its top A+ rating. 

The BBB said the primary reason for giving Target the award were the retailer’s educational, environmental, and philanthropic programs. While we certainly applaud Target’s generosity, we’d clap even louder if it were more generous to its customers and more clear about which policies it enforces and which we can ignore.—Anthony Giorgianni

Comments

[Raul]

To Anthony Giorgianni: If you only focus in the return policy of a store to judge the store customer service, you are partially blind. Target may have a more protective and restrictive return policy, but to shop at Target is a higher experience than any other place. The products are fresh, high quality and displayed neatly, and it is proven that you can get significant savings compared to core supermarkets like Cub Foods or Pick n Save. In every return without your recepit, you can get a target card with the current value of the item, and that way you can get your S size switched to M... No hassle... The only thing that needs to be corrected is your bad attitude.

[Christina @ Northern Cheapskate]

I haven't had any problems returning things to Target, but I did have to call their customer service number after my local Target said it would no longer accept any internet coupons. That is not the corporate policy (they even have printable Target coupons on their own website). Fortunately, the customer service rep gave me $6 in gift cards to compensate for the coupon savings I would have gotten if the clerks had just let me use my coupons!

[Screwdriver]

I had work there over 7 years ago they said that this policy was to prevent the people from going into the store and grabbing an item off the shelf and "returning it" the other policy about the current price is it prevents people buying stuff at a low price and return and get extra money back.
The best way to treat you "Guests" (that is what they call customers) is to treat them like they are going to rob you blind.
I was not fired from there i quit on good terms.

[Mike]

Two Octobers back I bought a $90 digital photo frame/viewer as a Christmas present at my local Target. It was after Christmas when my daughter first plugged it in and it wouldn't work. She gave it back to me to try and return. Target said it was discontinued, and they couldn't even find a company address so I might have it repaired. (I can't find the company even on the internet!) Moral: try ALL electronic gifts immediately after purchase. Possible moral: Don't buy from Target because of their lousy return policy.

[Steve M]

Walmart's return policy is what is wrong in this case. You can buy a product, open it, use it for whatever you need, and then return it no questions asked.

Target's return policy (aside from the rules concerning returned clearance merchandise) actually holds the consumer responsible. It requires the customer to actually think before buying a product (i.e. is this the exact product I want?) rather than the buy now, think later policy Walmart employs.

When you write this blog, it just reads like you're a ticked off customer that bought a pair of Christmas socks at $3.25, then decided you didn't like them and were only refunded $2.50 after bickering with the customer service staff. You mention that there were 1,436 complaints against Target in the last 36 months...that's not even a fraction of a fraction of a basis point. Don't blame Target for holding consumers responsible and still living up to a higher standard than Walmart - Walmart just allows you to bring any product (that you don't even have to buy at Walmart) in to the store and ask for a refund or store credit. That's the type of convenience I'd call irresponsible business management.

[Sven]

This is entirely counter to my experiences. I have never had a problem returning an item at Target, where it appears employees are empowered to make decisions regarding returns and items which do not ring up correctly. On the other hand, Wal-Mart is almost alwasy a bad experience, where the cashiers ring something up at the wrong price and then expect you to pay and then you carry your item to customer service to argue with that clerk about getting the item returned and re-rung at the correct price.

[mary]

khols has one of the most no hassle policys of any store. I have had problems with returns at target when I have used my debit card. It took almost 5 days to put the money back on the card but when I payed with it the money was out of my account before I left the store. Thank God I didn't need th money right away.

[Tim E]

What does the return policy have to do with customer service? As long as the store is following its policy, their customer service is doing its job. They are not required to let you return items, especially without a receipt. The entire "the customer is always right" concept is quite flawed. If you don't agree with a store policy, don't shop there. It'll actually make it cheaper for the rest of us, who actually think our purchases through. This article has nothing to do with protecting consumers.

[Heather]

I have to agree that although Target does have the merchandise on the shelf that you want and everything is in good order in the store I feel more comfortable shopping at Walmart because of the return policy. Target really showed it's true colors after I used their registry service for my baby shower, I still received multiples of gifts and was not given the gift receipts along with the gifts. So when trying to return/exchange items still on their shelves, I was forbidden by their twice in 12 months and no more than $35 rule. Here I was sending them business and they were refusing to help me out with a return or exchange (I wrote them a letter to let them know how disappointed I was). So now, I only buy things there that I know that I won't need to return or exchange and I turn to Walmart for the more expensive items.

[Jason Hughes]

Lately Target is hardly a notch even over Wal-Mart on Quality of products. I've purchased 2 items and tried to return and found because of a current sale they wouldn't give me the same amount I paid. Ridiculous so I just cancelled my Target card on the spot. They didn't even try and turn the situation around hee hee oh well they just lost 3500 dollars worth of retail sales a year.

[Bill]

I was given a plastic card for a $10 credit. Several months later
when I went to use it the cashier told me they had no record in their computer. Aparently at 30 or 60 or 90 days they clean out any unused credits.This is not good customer service

[Zee]

We shop at Target almost every week. You can only return 2 items per year without a receipt. Now, I realize that I should keep the receipt but, as a frequent shopper, I thought that would count for something. Once I returned a bottle of Windex because the sprayer was not working - strike 1. Who keeps the receipt when you bought cleaning stuff. Then I returned a defective toy that my son bought. The clerk informed me that I could not do that anymore for the rest of the year.
I'm not trying to rip them off but, I sure was treated that way. So now, I keep all the receipts in a folder - just in case. What a painful way to be a loyal shopper.

[Tony]

Is it legal anywhere in the US for a retailer to refund less than the price paid for a product if that product is returned with receipt? I don't think so. This is why I always pay by credit card. If you buy something at Target and they agree to take it back but for less than the price paid, just dispute the original charge. This is a US corporation and they are not above US law.

[ben]

Or you could compare them with Sears which had 16038 complaints in the same amount of time or Best Buy with 12003. In other words, it could be MUCH worse.

[Brook]

Personal experiences with Target have caused me to decide just today that I will no longer shop at any of the Target stores. I was charged for an item I did not have in my cart (nor did I leave the store with). Admittedly I was distracted by my 2 young children, and when I went back to the store 7 days later (when I noticed the charge) they were not willing to remove the charge from my purchase. I have been a customer for 15 years and hoped they would help. The manager changed his story on "policy" 3 times - first it was they could not help me because the purchase was over a month ago, then when I pointed out it was last week...he said "well our policy is that it is over 10 days" (it was only 7). We went around and around - it became abundantly clear to me that if he was unable to subtract that he would not be able to help my case - or understand that losing a customer takes a toll on his business.

Turns out Target Guest Service was just as unhelpful. They suggested I make a claim and dispute the charge with my credit card company. I asked them why they saw that as "fair" to put this on the credit card company (yes, I was actually defending the credit card company) and they said they would be able to file a claim with Target. They also said there are Federal laws created to help with situations like this... Does this seem like it needs to be made into a Federal case?

It really was my fault - I should have been more protective of my purchase total. But, as any distracted and overly stressed out mother to another I ask - "Why can't Target help and look out for the people who drive their business?" Customer service is about just that - customer service. Target. Has. None.

[T Phillips]

While I was reading your story about Target being praised by the Better Business Bureau, it made me remember a site that I learned about a couple of weeks ago while I was attending the Pittsburgh Auto Show. www.women-drivers.com. Basically they are a lot like the BBB as they rate car dealerships and the quality of service women have received.

[Kee White]

I purchased a Target exclusive Audiovox DVD player on September 12, 2008. It was never used until April 18, 2009, since I purchased it to be used on our vacation. It worked for an hour and never worked again. I return it to the store with receipt and I was informed it only has a 90 day warranty, contact the manufactor. I contactd the manufactor, Venturer, I was told if I wanted it to be fixed I need to pay $45 to have it fixed. I purchased the DVD for $105.00. Now, I'm told by Target, too bad. In additional the manufactor is telling me to pay additional $45 to fix it. Why should I pay $150 for an item that doesn't work when its brand new out of the box? I contacted Target's guest relations and they also told me, "Unfortunate, there is nothing we can do since its over 90 days." Basically, I should keep a DVD player that I spent $100 on which doesn't work? I will never shop at Target again. I would not receive this treatment from Best Buy with my receipt.

[M Shaw]

I purchased $986 of wicker patio furniture from Target on line. It arrived damaged on 6/2 and was "returned" online 6/7. I promptly rec'd an email apologizing for the inconvenience and was requested to fill out yet another form that asked me to repeat the same "damage" info already supplied during the return process, which I did. I was also advised in the email and by phone when I contacted Customer Srvc, on June 7 that I would be contacted by the specialty shipper (the items/boxes are very large) w/in 3-5 days. No such call/email from the shipper occurred. I emailed and called Target CS several times and again on June 13. Once again was reassured by the CS rep that I would be contacted by the shipper no later than Tues 6/16. No such contact, just more of the same boiler plate emails from Target apologizing, asking for the same info an reassuring me that I would hear from the shipper w/in 3 business days. Meanwhile, I have boxes on my porch instead of wicker furniture and I still don't have my $986 credit! It's now 6/21 and I have been on hold for a supervisor for 25min! Please help if you can! It's unacceptable that I am still out my money and they continue to use my porch as a warehouse for their damaged merchandise. I should charge them interest on the loan they have from me and rent for using my porch as a warehouse!

[Attention Shopper]

You're complaining that Target won't process returns without a receipt? If they would process returns without receipts (including by doing exchanges) they would spend all day dealing with returns, many of them frauds or attempts at various kinds of frauds. Consumers who may want to return something need to keep their receipts. I don't think you're aware of the scale of shenanigans these retailers face.

[T Davis]

My lesson learned from my $140 fire bowl (fire pit) purchase at Target? Don't buy anything from them that is made in China (or India, Mexico, ...) because it is made by an unknown manufacturer who won't support any claim you make. In my case I

(1) purchased a fire bowl April 2008 ,
(2) it was defective Feb 2009 -- the tiles simply started to fall off,
(3) Target guest relations said to call Blue Rhino Global based on receipt & product code and date of claim after 90-days,
(4) I did,
(5) Blue Rhino offered to replace the defective hearth,
(6) I was informed it was back-ordered (twice),
(7) many months pass,
(8) I get the fire-bowl shipped to me not the hearth,
(9) Blue Rhino informs me by phone (late June-09) that they didn't make the product in the first place,
(10) I get a polite -- go away from them!
(11) Target begins run-around as they attempt to figure out who the manufacturer is.

To funny except it is true. Of course the simple answer was to simply refund my money (I scanned and emailed Target the receipt). They can do all the internal research they want but give me back my money!

If you deal with Target make sure you get a case #. Call back the next day to confirm they have a file opened with based on the case #. That is proof (to them) that you called. In my case I dealt with Blue Rhino Global thinking I was done with Target. But sadly no. Now Target thinks I'm trying to scam them (my guess anyway) because I got a new ticket at the end of June when I asked what was going on and they can't find any record of me calling in February. So know they have to "research" everything. I'm talking to walls! My latest attempt is to go straight to Corporate for help. I'm not holding my breath.

Buy from Costco if you want good service on returns. Home Depot if you plan to buy a major name brand like Honda for instance. They will work with you. I will still shop Target for mundane items that I'll need for 90 days or less but no electronics, home+garden, etc. Certainly nothing over $50.

Visit http://www.aspenlogic.com/firepit/1.jpg to see a picture of the defective hearth.

[Merpy]

I loathe Target's return policy. We just had a baby shower, and don't feel like asking everyone for a gift receipt from everyone that bought something.

[Stacy]

I purchased a 6-pack of the Target brand paper towels, only to realize that they were infested with some sort of larvae once I got them home. I immediately disposed of the paper towels in an attempt to limit their spread in my house, but kept a few in a zip bag (to take to the garden center in hopes of identifying them), as well as the UPC from the package.

I tried to call the customer service number from the package, but was unable to reach anyone. I then emailed their customer service using the address on the website. I was issued a Target claim number and then turned over to an outsourced customer claims examiner. This claims examiner proceeded to tell me that I had no proof that the infestation originated from the paper towels and therefore had no claim to a refund.

After a few emails, he finally agreed to send out a $10 gift card as a "guest gesture" as long as I provided him with my mailing address, date of birth, marital status, and social security number. Seeing as that request was ridiculous, excessive, and (other than the mailing address) completely unnecessary, I declined the "gesture."

[Sally Johnson]

I purchased some daffodil bulbs in October, 2008, expecting them to come up in the spring. Even though I kept the areas weeded, nothing came up. I went to my Target store with my receipt that summer. Of course, I had purchased them more than '90 days' prior, so was denied any sort of refund or replacement, even tho the bulbs would not have come up in 90 days, which would have been January. I feel this is wrong and can't get it out of my mind. Today I tried to find an email address so I could voice my complaint to someone with more authority, but absolutely cannot find one. I am glad it was not more expensive!