Returns desk problems: How you can get your money back (CBC Marketplace)

this week on marketplace the returns death every turn here it's where shops and shoppers can collide I can have cash back three Canadians try to get their money back home toe in a series of tests the challenge the rules of returning visa later we reveal how to get past the point of no return if you don't want to do it you have to talk to you every week a million shoppers jammed the stores of Toronto's Eaton Center three marketplace viewers are getting ready to join the crowds but they won't be spending they'll be taking things back my name is Danielle clutch and I'm from Windsor Ontario my name is inaudible I'm from Milton Ontario I'm walkin by Ann Rosen and I'm from Oakville we're sending these three on a marketplace mission to test those frustrating retail return policies we've all struggled with should be able to just go right into an exchange and should be simple simple process right personal experience with the returns process can be very frustrating and I think a lot of people are afraid to try returning and complaint stores in Canada don't have to give you your money back or an exchange or even a credit that means a successful return often comes down to a shoppers individual abilities and that's what we're testing love your little bow ties you'll watch on hidden camera as we give our three testers challenges that could handcuff the most seasoned shopper but to help them out we're sending them to a special boot camp first it's a crash course on how to negotiate at the returns desk hey guys leading the class is a guy who's an expert in getting his way hi guys nice to meet you bill Smalley is a professional negotiator who teaches others how to do it - all right well welcome to our marketplace boot camp where it is all about the returns desk bill says the key is to get comfortable the reason that negotiating is uncomfortable has to do with one thing conflict well not everyone here is uncomfortable Wolfgang is a bit of a ringer I returned items on average about twice a month my conviction is that I gave you money my money is good so the product itself should also be perfect right away our experts got a tip ask the clerk for help it's not you demanding something that's a power based approach it's not you trying to force that person to comply with your will because you feel entitled you're saying let's work towards what we both want here Danielle is fresh off a difficult return when she got at home her new TV was damaged but Future Shop told her to deal with the manufacturer LG so I put the damaged TV back in the box and I went to the store the very next morning to return it and I was told it was considered concealed damage therefore it was LG's problem and not future shops should have just done a simple exchange our experts got more tips stay calm and hang in there the toughest negotiators have one advantage over most of us they outlast us time for our testers to try out their new negotiating skills I get to play a difficult sales clerk as Ino tries to bring back some earrings hi can I help you yes my wife doesn't like them doesn't fit your style unfortunately because their earrings I can't return them we have a policy that it's not hygienic to return these things so unfortunately I'll have to give these back to you um I don't know what to say that's at this point I would just cave in because because it's hygienic okay so our testers need to review the negotiating tip sheet get comfortable with conflict ask the clerk for help stay calm and hang in there yep for it yes okay be on your way tomorrow they'll need those skills as they test the art of negotiating for real it's day two of our marketplace boot camp welcome to return challenge day are you ready yes you certainly look ready you're looking very professional in your suit Danielle our testers have dressed for return success and we accessorize with a few hidden cameras okay guys you're ready for your first challenge yeah these guys don't have a clue what products they'll be taking back or under what conditions but they're about to find out okay wolf you've got a printer ink cartridge from Best Buy you know a pair of shoes from Aldo and Danielle you're returning a doll to Disney all of these have their original receipts we paid cash now I want you to take the products out of the bags and out of their packaging then we up the stakes I want you to throw the packaging away your challenge is we want you to bring back all of these products you've got the receipts but you don't have the original packaging and we want you to get cash back only no store credit no exchange challenge one no original packaging because that defeats a lot of shoppers at the returns desk I've never in my life returned for cash any item without the packages I think I might have to escalate to a manager well I'm thinking it's gonna take some persistence on my part because it clearly states on the receipt that a full refund will not be issued without the original packaging we hook up our testers with our marketplace team also wearing hidden cameras do you think you're ready yeah yeah yeah off you go with products in hand but no packaging our testers will be using common reasons for their returns inside Aldo Eno's off to a good start shoes very comfortable so let go the first clerk hands him to a second and a third I know I know that he tries one of the tips he's learned ask for help while she gets the manager Danielle's at a Disney Store with an everyday story about a doll with no packaging the dog got a faculty neck completely shredded it once again the manager is called over to know about their original packaging I just don't do story a credit isn't good enough though for our challenge we asked our testers to get our cash back no bun is like a smile with sadness inside now it's Danielle's turn to pull a line from our experts playbook she asks for help to spare me two seconds right thank you I really am over it Best Buy Wolfgang's also using his training to take back and ink cartridge with no box I'm so sorry I don't have the packaging and that's that's my fault how will our testers do success or epic fail so where's the box I don't have the boss max let me put the way we're at Toronto's Eaton Centre taking on Canada's return policies in this first challenge returning products without the original packaging at Best Buy our tester Wolfgang has no trouble returning an ink cartridge with no box thank you for appreciating and he's pretty pleased about it over at Disney the manager repeats the store's policy about needing the packaging but then my good exception pleased our success numbers to Chania Daniel signs the receipt and heads out with money in him at all though things are more difficult for Ino he's explaining again what happened to the shoebox this time to the manager so where's the box I know I don't have a boss max let me go in the way he lets out the boss I can't sell a lot of shoppers might give up at this point but Ino hangs in there is there anything you can do something can find something wrong here will it help and we are three for three back at boot camp congrats all around Oh bill well done well done guy in all three cases stores bent their return rules after our testers admitted the packaging was an issue and asked for help good job that's exactly what you were taught and when you do that it makes it easier for them you actually reduce the conflict now are you ready for challenge number two yes you know well for you a pair of sunglasses you Inu a bottle of rum Danielle a book for the second challenge things are about to get a whole lot harder okay now hand over the receipts thank you very much thank you and for this challenge hand over your personal ID what if they ask for your name your number your phone number don't give anything we want you to try for cash but you can settle for a store credit or an exchange challenge two targets the fact a lot of stores now ask people to disclose personal info during returns I think it's crazy or you don't have a receipt you don't provide any ID I went to myself away I don't think the request for a full refund is gonna work but maybe an exchange is doable are you and so very I guess providing personal informations all I'm looking forward to the challenge refusing to give personal info got Eno banned from a Shoppers Drug Mart when a seven dollar return got heated at the end the yes store manager didn't give me a refund but at the same time give me a paper in the paper stated that should I return to the store I can be charged and arrested so how will I know do hear if he's asked for ID we've sent him to Ontario's government-run liquor store where the clerk tells you no without a receipt he can only exchange that bottle of rum if you're gonna get a repo video another policy that's a policy yeah hmm time to talk to the manager meanwhile over at sunglass hut Wolfgang psychs himself up and takes the plunge I'm Wolfgang and I bought some sunglasses for my wife and she doesn't like them right away Wolfe's offered in exchange but he's holding out her cash do you think you'll get your money back same with Danielle inside indigo no receipt but determined to get cash back for her book this place check out the original bag I purchased it I think you you up with it no no you can't cash at all I did purchase it with cow I understand but when you notice it both Danielle and wolf try for sympathy how can you help this is really bad situation for me will you come here quite a bit but the answers they get are the same no cash refund Danielle finally decides to take the credit and run but then the second part of the challenge kicks in no giving personal information I'm just carrying my luck it's a second clerk gets involved but Danielle stands firm I don't give anything whatsoever the clerk gives up and Danielle emerges with a store credit and her privacy intact back at sunglass hut the clerk is on the phone to the manager question for ya but sticks to store policy you needing a girlfriend over at the liquor store the managers hearing that Eno only wants cash anyway open the manager says something to the cashier it seems Ino might just get his way but then uh-oh a request for his personal information sorry okay this kind of thing got Ino banned from one store how about at the liquor store he's told there's no help to be had so what's the deal with ID Steven O'Keefe speaks for stores he's with the retail Council of Canada should people have to give over their home phone number their email sign something with their signature just for a refund you put those conditions in hopefully not to affect the honest customer but to act as some kind of a deterrent effect to the customers who take advantage he says customers who take advantage cost stores more than a billion dollars a year the effect on the profitability of the store is so detrimental that you really have to pay attention to it it's a balancing act stores want happy customers but can't take everything back so now we're really gonna find out where's the point of no-return x' we're about to start challenge number three and it is out there this next challenge is based on extreme returns that happen more often than you think wolf Oh $10 hmm your assignment is to take that money go into McDonald's order a meal yes eat half of it yes change your mind and ask for a refund wow that's crazy and you know here is your assignment Kenneth paint this is a custom order that you have requested a can of lovely lady and now you've changed your mind and you want a refund Danielle for your challenge making could you step in please this dress has been worn to a party and we're going to ask you to return it challenge three extreme returns the test how far stores will go to keep a customer there's no way that I can return this it's next to impossible to return it but Never Say Never in this challenge I could put myself in their shoes and completely see how I should be turned away I thought it was duo boy I still have the racine the tags were still attached to the dress okay guys no easy task we're gonna bring in the reinforcements again our marketplace stoppers are you all ready yes okay well head on out we'll see what happens our testers sure have their work cut out for them with this challenge with no returns or exchanges allowed on tinted paint Eno's return seems the toughest one of all hi how are you how are you thank you my wife gave me a big grief about it well it's not some lovely baby Abel will he get a lovely return we'll find out like as a paints there's no refunds or exchanges our three testers have spread out in and around Toronto's Eaton Centre they're trying to get a refund or credit to see how far stores will bend their return policies to keep customers happy Danielle's trying something people do all the time returning clothing after it's been worn in the industry it's a worry called wardrobe a nice dress better than the falsifier denim on I like it so much we do have a positive exchangers girlfriend I can have cash back no why is that it's just one of our policies she can't do cash at all did you make any exception whatsoever Wolfgang's not working nearly as hard at the golden arches Danielle decides to politely escalate is there anybody else I could speak with possibly of office okay no problem and it pays off I'll do it out a good way great thank you so much that is that mostly just good nature offense okay perfect thank you so it's 146 85 the store may take it back but Stephen O'Keefe with the retail Council of Canada says most previously enjoyed clothing can't be resold so that is a hit to the retailer because they are not sending it back to the manufacturer if they're importing it so they're taking a hundred percent loss on that item how does it affect us as a consumer it'll affect us in higher prices continuation of higher prices in order to offset that cost so you know we offered to pay back the retailer's we visited or donate the money to charity at Canadian Tire all of Eno's bootcamp skills are focused on that can of paint okay to the painter funnel so we can refund them I can take a home my wife would just give me a very hard time so if I take it back it's just gonna go in the garbage I didn't know that it says it right on your receipt also says a topic is anything you can do for me 20 seconds tick by I'm trying to think of some I can do at the end you know I we shop again inside all the time - yeah finally being accosted Rico it's just a loose no scar you ever hears that way okay right very much II know outlast the manager no cash but a huge result with a refund card meantime wolf prepares to return half a meal Wow he gets all his money back just goes to show how far a company will go to keep a customer satisfied and you know what to the credit of McDonald's that's really cool back at boot camp so it's been a long day I'm curious to find out what the big messages were for you trying to work with the retailer remaining calm and collective and confident approach that engages the other person as opposed to telling them this is my right you got a full plate fulfill it you guys were terrific sports thanks so much for taking place in our marketplace boot camp you score score get you all done the lesson learned here knowing how to negotiate can bring many happy returns good students we've been very well

Channel: CBC News

Views: 1,561,098

Rating: 3.6835639 out of 5

Keywords: returns desk, money, company policies, money back, Marketplace (Award-Winning Work), Canada, hidden camera, cbc marketplace, marketplace, marketplace cbc

Id: GceB3EqhW0g

Length: 21min 51sec (1311 seconds)

Published: Mon Sep 15 2014

Reddit Comments

[u/Ethereal_Guide]

I'm sorry, if you're doing returns for no reason other than "oh it might be good on tv" you're a total asshole. You are just making someone's day at work shitty for your own entertainment.

[u/4brasumente]

Seeing managers cave with “oh we’ll make an exception this time” (even though it happens every.damn.time) or “just do it” makes me so mad. As a customer service rep that stands my ground then having someone go above me to “get the sale” or “be the hero and make their day” is shit. Get a backbone and back your employees. If you continuously give in to “customers” they will continue to abuse policies as they believe they’re entitled to do so

[u/TJW595]

This is beyond stupid that not only people have an expectation that they can get away with it but that a news broadcaster would advertise this.

No packaging? Sure, It happens, you have the receipt and normally serial number items will also have that number on the item itself - Though a printer cartridge is iffy, if it has the tab over the print head/nozzle then maybe, but generally I tell customers that If they are unsure if the cartridge will work then check their existing one before even opening the box.

No receipt? No customer lookup to prove you even bought it? Not a chance. I have no idea if the product even came from us in the first place, get out of here.

[u/katindra]

i only watched the first 3 minutes............ dear god.....

[u/Dystopiq]

What a bunch of cunts.

[u/PazzoBread]

Cringe

[u/N7marine561]

I liked how all of the participants said, in some way, that they wouldn't normally do a return under the conditions in the experiment. If the video had stopped at the first part I actually wouldn't have a problem with it. The message is essentially this: showing respect to employees and accepting responsibility makes it more likely to get what you want. The second part is infuriating. No receipt, no ID, no way in hell you're getting cash!