I’m upset with Borders. I purchased a $40 book on October 9, 2008. The receipt clearly states “No Returns without receipt Or after 30 days”. Why “Or” is capped I don’t know, but that’s beside the point.
I went in today to EXCHANGE the book for store credit. I immediately told the cashier that I realize it’s been 42 days since I purchased the book and I can’t return it. I said that I had the receipt and would like to EXCHANGE the book. They said I couldn’t do it. That made no sense. The receipt said nothing about exchanges.
I asked for a store manager. He said I couldn’t do it. I told him that the receipt clearly says, “RETURN”. It didn’t say anything about “EXCHANGE FOR STORE CREDIT”. RETURNS are different than EXCHANGES. If the receipt said, “No Returns or Exchanges without receipt or after 30 days”, then I’d be fine with it. I told him I could even do an even exchange right there in the store for another book. I wouldn’t walk out with store credit. No dice.
I asked what the policy is for gift receipts. He said they do store credit within 60 days. I then went off the handle and said if I got a gift receipt, then I’d be able to exchange the book. It didn’t make any sense. I don’t understand why he just didn’t do it.
I also told him today was my birthday and I can show him my driver’s license. He didn’t care about that. He gave me the phone number for Customer Service. I called and they gave me the same grief and they officially filed a report with the Store Manager and the District Manager even though I already spoke with a manager at the store. I was told to expect a phone call in the next 10 business days. What a joke.
Any reputable store has a clear policy for returns AND for exchanges. Borders’ policy is manipulative and wrong. If they don’t want happy customers exchanging items for store credit, then they need to communicate that clearly with their customers rather than keeping their dirty little exchange policy to themselves.
—————— TUESDAY, NOVEMBER 25 UPDATE ——————
I went back to the same Borders to attempt exchanging the book again. Waiting around for a phone call that probably will never come didn’t appeal to me. I gave myself a 5% change of being successful, so I wasn’t going to be upset if my third attempt failed. (There always could have been a fourth, fifth, sixth… attempt.)
I gave the cashier the same speech about how I knew it was past the 30 days to return, but I wanted to exchange instead. She called over the manager (who was a different person than the first time) and she said, “we’ll let you do it this one time”. YES!
I still think Border’s exchange policy is manipulative and they need to change the language on their receipts. But now I don’t have to feel sour every time I step into a Borders store.
Persistence pays off.