• Report: #1121338

Complaint Review: Marshalls

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  • Submitted: Wed, February 05, 2014
  • Updated: Wed, February 05, 2014

  • Reported By: Dragonmom2013 — Houston Texas
Marshalls
9425 Katy Freeway Houston, Texas USA

Marshalls The TJX Companies Inc Marshalls refuses to honor their return policy Houston Texas

*Consumer Comment: You forgot to mention WHEN you bought the shoes...

*General Comment: Clearance

*Consumer Comment: Returns

*Consumer Comment: I found the return policy

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On 2/3/14, I visited the HedwigVillage location here in HoustonTexas trying to return 4 pairs of shoes which are unworn with original tags on. According to their return policy on their website as followed: "Our customers continue to be our top priority. If you're not satisfied with your purchase, return the merchandise accompanied by a register receipt within 30 days of purchase, for an exchange or refund. A 10 day period is required for a cash refund on check purchases. Returns with receipts over 30 days or without a receipt will receive store credit only." At the register, I thought the cashier was going to give me the store credit after she carefully examined the condition of the shoes. Instead of doing so, she used a price scanner to scan the items. Afterwards, she told me that she wouldn't be able to issue any store credit because the items I was returning were no longer in their system! Based on their return policy, I am not aware of the fact that they will issue the store credit based on the age of the items. [continued below]....

..... If that is the case, why didn't they state that in their return policy? Their return policy is very misleading and I got an impression that they didn't want to honor it, regardless. All I want is the store credit for what I paid for. If this is how they handle all the returns without receipts, they should have re-written the return policy stating that it will be based on the age of the items.


This report was posted on Ripoff Report on 02/05/2014 10:41 PM and is a permanent record located here: http://www.ripoffreport.com/r/Marshalls/Houston-Texas-77024/Marshalls-The-TJX-Companies-Inc-Marshalls-refuses-to-honor-their-return-policy-Houston-Te-1121338. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 Consumer Comment

You forgot to mention WHEN you bought the shoes...

AUTHOR: Ken - ()

When DID you buy them?  Their has to be reasonableness on your side, too.  I'm sure your argument will be that they didn't limit the time return, but if they were already out of their system how long must it have been?

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#2 General Comment

Clearance

AUTHOR: Tyg - ()

Your problem is that you chose clearence items. This means that they were getting rid of the items so they can have room for new items. When you buy clearance items they are as is and you can't do a return. Had you purchased regular product then he terms and conditions of the return policy would be in effect. You chose to buy cheap merchandise and now it's biting you. The Sale of clearance items has had the same return policies for well over 60 years. If your a female then This is information you are well aware of. Kinda shopping 101. I remember my own mother taking my sister shopping and showing her the shopping ropes. So you and I know the general policies that all retaillers follow on clearance sales. To make such a blatantLY false report over choices you made is really stupid and only goes to show how spoiled and self entitled you really are.  

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#3 Consumer Comment

Returns

AUTHOR: Robert - ()

 All I want is the store credit for what I paid for.

- And just how much did you pay for them?  Oh wait, you don't have a receipt..so how do they know.  For all they know you had a 10% coupon or got some other discount. 

Perhaps, and I am not saying this is you, you used the "5 finger discount".  Again, I am not saying this is you, but they don't know you from the next person and there are many "customers" who do this.  So you are actually lucky they accept any returns without a receipt.

According to their return policy on their website as followed:....

- Interesting how your reciting of the policy stopped right before the point where the policy no longer works in your favor.  The very next paragraph in their return policy states...

Merchandise that is used, worn or in unsellable condition will not be accepted for refund, store credit or exchange. Returns of swimwear and intimate apparel require tickets properly attached to the merchandise. Other restrictions may apply.

- It is that underlined sentence that is where your problem lies.  If the item you purchased is no longer "in their system", it must be quite a while past 30 days.  And it would be reasonable that if they no longer sell it that they won't accept the return.

You know they may re-write their policy to be more specific if that makes you happy, but realize this there are many stores who will no longer accept returns without a receipt.  So in their re-writting it may not get re-written the way you would like..perhaps it would be something like "Due to various complaints we will no longer accept ANY returns without a receipt".

Out of curriosity..just how far over 30 days were you trying to return these shoes?

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#4 Consumer Comment

I found the return policy

AUTHOR: Stacey - ()

 From their website

Our customers continue to be our top priority. If you're not satisfied with your purchase, return the merchandise accompanied by a register receipt within 30 days of purchase, for an exchange or refund. A 10 day period is required for a cash refund on check purchases. Returns with receipts over 30 days or without a receipt will receive store credit only. Gift receipts are valid for store credit or exchange of merchandise only.

Merchandise that is used, worn or in unsellable condition will not be accepted for refund, store credit or exchange. Returns of swimwear and intimate apparel require tickets properly attached to the merchandise. Other restrictions may apply.

Unfortunately, many retailers are subject to fraudulent return activity. Returns may also be limited or declined based upon our refund verification systems, which are used to process and track returns to help administer our loss prevention program.

Valid ID (drivers license, military ID, state issued photo ID card), name, address and signature are required for returns without a valid receipt or gift receipt. Customer signature may be required for returns (receipted and unreceipted). To learn about how we use and handle your information, please see our Privacy Notice.  To make your returns quicker and easier please keep your receipt.

 

So looks like you were returning items that are no longer available in the store.  Store policy is clear to me and NO I do not work for them.

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