Target's new return policy: Better, if you can figure it out

Mega-retailer Target has improved its return policy, but it’s still far more complicated and less consumer-friendly than Wal-Mart's.

First, what doesn’t change: Target customers with receipts can make an unlimited number of returns or exchanges within 90 days. Products can’t be used, and must be in their original packaging.

What does change: Now, you can make as many non-receipt returns as you want, up to $70, in any 12-month period. Target’s previous “hidden” return policy allowed customers to make just two non-receipt returns of up to $35 each, over 12 months.  

Another new twist: Those who receive gifts through the store’s gift registry now can use the registry listing as a de facto receipt. If you’re a newlywed who got six identical toasters from Target but no receipts, you can return five of them by printing out a copy of your gift-purchase log. Before, you could to return only two items if each cost $35 or less, and you hadn’t already reached your two no-receipt returns limit. 

But wait, there's more!

One of the biggest changes affects holiday gifts. Target allows for even exchanges if you’ve exceeded your $70 return limit. So if Aunt Minnie gave you a shirt in "large" but you're a "medium," you can exchange it without a hassle, even if she tossed the receipt. In the past, if you had reached your non-receipt returns limit, you couldn’t exchange the shirt, even with Target tags intact.

If you decide to exchange the returned item for something that costs less, Target will give you a gift card for the difference. But you’ll have to use it in the same department.

In all these cases, you’ll have to show a driver’s license or some other identification so Target can record your non-receipt transgressions.

Too complicated? We think so.

Why doesn't Target simply have the same policy as Wal-Mart's? That store lets you return just about anything without a receipt up to three times within 45 days (records are kept for six months). If you exceed that, a manager has to approve the return. If the price of the item is $25 or less, Wal-Mart gives you cash or a gift card to use anywhere in the store.

Also, Wal-Mart is upfront about its return policy on its Web site. Target’s Web site says only that “Target does allow a limited amount of no receipt refunds or exchanges for guests that don’t have a receipt,” without providing further details. The new gift registry policy is explained fully.

At a New York Target we visited this week, the posted refund policy continues to say only that customers must have a receipt for all returns. A Target spokeswoman said the retailer is updating its in-store signs but that they “aren’t inaccurate.”

Target customer service reps still have the ability to retrieve the receipt for purchases made using a check or credit, debit, or gift card within the last 90 days. But if you got the item as a gift, the person who bought it for you will need to be present.–Anthony Giorgianni

Comments

[Peter]

Is the page you link to for Wal-Mart's policy the most current policy? At the bottom of that page is a "Return Policy" link that points to a different page that does not mention being able to make returns without receipts. Just based on the pages' file names (7658.aspx vs 7737.aspx), one might surmise that the second link contains newer information.

Looks like you spoke directly with Target employees. Did you speak with Wal-Mart to confirm their policy? Also, it'd be great, for the upcoming holiday shopping season, if you could summarize all the major stores' return policies, including any holiday-specific, sans receipt, or "hidden" policies.

[Target Sucks]

Of all the major retail stores Target has the least consumer friendly return policy. This supposed 'new' policy does nothing to improve their image. Target sucked before the new policy and they Suck after it.

I am not entirely sure that your blurb of: "But if you got the item as a gift, the person who bought it for you will need to be present". is correct, this is the only reference to that I have seen, I am no fan of Tarbutt and if this is true as reported then I will be pleased to add it to my 4 year old blog:
www.targetfiling.blogspot.com hope you check it out and verify the statement as it really is an absurd policy if true.

[Mike]

This is a great example of how large scale businesses loose focus. The average customer is punished for the abuses of a small number.

[Target Sucks]

I did some 'google' searching and found that this 'new' policy was reported as early as 5/5/09 for the effective start date of the policy 5/15/09. This was in the Mn. Star Tribune.

I saw no mention of the last sentence being in effect: ie: "But if you got the item as a gift, the person who bought it for you will need to be present.–Anthony Giorgianni"

I like to give ol Tarbutt a kick in the rear at every opportunity but I think that this time you have gotten the policy just a bit wrong. Please check it out and let us know.

John Doe at
www.targetfiling.blogspot.com

[Ronny]

Hey Mike,
Businesses don't normally "loose" focus.
They can "lose" it though.

[Jeff]

BEST BUY IS THE WORST FOR RETURNS! The salespeole say it can be returned if un-opened. What they DON'T say is there is a re-stocking fee unless it is broken - even to exchane or upgrade what you want to return! If you plan to return something you buy at BEST BUy be sure you break it before you return it or you will pay a restocking fee. That is the only reason I need to NEVER shop there again!

[sandra boulware]

I shop at a Target in St. Louis, Mo. When I return items with no receipt, they input the credit card infomation from the card that I used and return it with no problem. No sure why Targets where I shop have such a "return friendly" policy but it works.

[FistyDollars]

Sandra, that's because when they look it up on your card, the receipt is found, thus it doesn't count as a "no receipt" return. If you'd paid cash, or weren't able to find it on the card, it'd count against your $70 a year.

The person who gave it to you doesn't need to be present. The person returning the item is the one who has their ID logged, not the giver.

And "Target Sucks" is correct. This policy change took effect quite a while ago. The official policy is still the same, but what can be done afterwards has been changed.

[Mark]

No problem with Target for me. I rarely have to wait in line, and they've been very generous in taking back returns from me - even things that have been used.

At Wal-Mart, there's always a line, and it moves slowly. Then, the return process requires the clerk to enter and scan a lot more information, and they ask for a signature for every little refund. I think Wal-Mart should be more like Target, not the other way around.

[court99d]

From the article:
"Another new twist: Those who receive gifts through the store’s gift registry now can use the registry listing as a de facto receipt."

A word of warning on this-- BEWARE OF REGISTERING THROUGH TARGET! I had my baby registry at TARGET and recieved many gifts for the 6-12 month age range. Recently, I tried to return (for store credit) a $99 unopened and unused high chair I received for my daughter who is 6 months old. The person who gifted it to me didn't have the gift receipt, but said TARGET advised her I could use the registry purchase log. However, Target DELETES all registry logs after 90 days so they would not give me any kind of return. I am stuck with a $100 high chair that I can't use. They wouldn't even give me credit for the $70 return limit b/c the product was over $70. I gave them 1000's of dollars in business through my registry and this is how they return the favor. I will never shop there again for any item of value. I'm also telling everyone I know about this so they don't register through TARGET for babies, weddings, etc... One of their employees even had the gall to tell me that I should have tried the product within 90 days. Do they expect mothers to throw their newborns in high chairs or convertible car seats? RIDICULOUS!!!

[court99d]

A clarification on my earlier post... I was told that Target deletes registries from 90 days of the event. In the case of a baby registry, they delete it 90 days after the due date of the baby. The problem with using the registry as a receipt arises when someone registers for a gift that may be used after 90 days from the birth of the child. (a high chair, for example) If it isn't the right product for you, you can't use the registry in this manner.

[Anthony Giorgianni, Consumer Reports]

Thanks for your comment, Peter.

You've raised a good point. Although the Web page explaining Walmart's no-receipt return policy still exists, there doesn't appear to be any way to get to it unless you know the direct URL. If you click on "Return Policy" at walmartstores.com or walmart.com you'll see a more limited policy.

A Walmart spokeswoman is looking into this for us, and we'll post back when we get an answer.
In the meantime, she assures us that Walmart's no-receipt return policy remains exactly as we described. You can see it here:

http://walmartstores.com/7658.aspx

Thanks for alerting us.

[Anthony Giorgianni]

In response to John Doe and Sandra Boulware

We tried to end the confusion over Target's receipt lookup policy. But unfortunatey, we weren't very successful.

A Target customer service representative told us that the store can do a receipt lookup if the gift recipient presents the credit card, check (in this case a blank one) or gift card that was used for the original purchase (not that the gift giver would be eager to provide the recipient with any of those to take to the store with them.)

But we got a different statement from a Target spokeswoman. She told us a receipt lookup can be performed only if the actual gift giver - not the receipient - is present.

She wrote: "We would not accept a credit card or check number without the actual card or person represented on the card present at the store."

Given the continuing confusion over the Target policy, think it's all the more important that you don't throw away or lose the receipt, especially when giving a gift. Better yet, when checking out, ask for a gift receipt and hand it over with the gift itself. That's guaranteed to avoid headaches (We hope!). - Anthony Giorgianni, Associate Editor

[Rick Ostler]

Several months after my wife died I mustered the strength to start clearing out her closet and discovered a plastic bag full of clothing (new with tags on) and receipt from Target. I returned the items to Target expecting a refund or at least a store credit. They refused, saying too much time had passed. I even spoke to the store manager who said she could make no exception. Given my circumstances, I hoped for a better outcome than outright refusal. I donated the items to charity, about $150 in purchases, and will never shop at Target. They proved to be rude, unsympathetic and inflexible.

[Art S.]

You can blame thpeople who buy something just to use once, like a dress for an affair, and then return it for a refund for this policy. This is also true for people who steal an item and try to return it. As far as the man whose wife died and he found a bagful of new clothes and Target wouldn't take them back.... What are they going to do with them? They can't resell them if they are several years old. Exactly how long should a person be able to keep an item before it's acceptable for a store not to take it back? Perhaps you should have made sure your wife kept you better informed of her purchases. I know that as a consumer, I don't want to pay higher prices because of the people and their habits previously mentioned in this post.