Why is it no questions asked? Do you really think you're creating a "happier customer" and not a monster taking back millions in returns? I work in the power tool department and every day we take back at least two power tools that have been used for a job and then returned. People buy drills, saws, sanders, do their project and return them and we have to sell them at a huge lost or RTM them. It's ridiculous. We take far more abuse from contractors who know how the game the system and take advantage of returns. And our store manager thinks the propaganda of making people "love where they live" actually works? Anyone on the sales floor knows Lowes is a target for abuse. We've taking back tools on their last legs, covered with paint, dented and scratched to make people "love where they live." What they love is knowing how stupid Lowes is as a company on returns.
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My store manager hated conflict. We would even take back product Lowe's does not sell if the customer was "big" or "good" enough. People knew to ask if he was in if anyone pushed back. Or if they said they were going to call corporate the ASMs p--ped in their pants and said return it. For stuff we did sell I am sure Lowe's RTM department was really good at dumping product back on the manufacturers. We had a seasonal customer who got his appliances replaced every spring when he returned to town because he said something was wrong and he would call corporate if we did not replace them. Of course, he did not buy a beloved replacement plan. All this I suppose to help Lowe's catch HD and be #1.
I completely agree. I work at the service desk, and if we would tighten the policy, we'd save at least $3000-4000 a day in returns. Just require a receipt or the card it was purchased on. The end. Yeah, we'll piss off a few people at the beginning, but they'll get over it. We even have the MyLowe's cards in place - let's use them. It would not be that hard.
Target did it a few years ago, and they are doing JUST FINE. The customers adapted, as ours would.
My pet peeve is concerning the return of cut wire, there is a policy in place that's supposed to cover this ..just like everything else. All customer's seemingly have to do is ' I want to speak to a manger ', until they adhere to the policies in place it won't get fixed.