REFUND REROUTE: Target clarifies detail in beloved return policy after employees claim it was being abused by ‘ridiculous’ shoppers
According to The Sun, Target has updated its return policy on its website to address increasing concerns regarding return abuse. The retailer now emphasizes its right to refuse returns when fraudulent activity is suspected.
New Policy Details
The revised policy states, “Target reserves the right to deny returns, refunds, and exchanges including but not limited to prevent fraud, suspected fraud or abuse.” Despite these changes, the fundamental aspect of the policy—allowing returns on most unopened items in “new condition” within 90 days—remains unchanged.
Neil Saunders, managing director for retail at GlobalData, noted in late 2023 that Target’s return policy has historically been generous. He explained, “Target’s return policy is designed to build confidence in its own brand product and create a strong customer-service ethos,” helping to alleviate concerns about product quality and longevity.
Customers can return items without a receipt, but they must provide identification. Additionally, there is a limit of $100 worth of returns per customer within a 365-day period. For items purchased with a Target Circle membership, transactions are automatically tracked, eliminating the need for paper receipts.
Industry-Wide Concerns
Target’s stricter return policy reflects broader challenges faced by the retail industry. According to the National Retail Federation (NRF), return fraud manifests in various ways. Nearly 49% of retailers reported attempts to return “used, non-defective” products, while 44% encountered cases of returning stolen merchandise. Additionally, 37% reported customers using fraudulent payment methods to purchase items, only to return them for profit. This abuse has significantly impacted retailers, eroding profit margins and potentially driving up prices for consumers.
Employee Experiences
Target’s decision comes after numerous complaints from employees about rampant return scams. Many have voiced their frustrations on social media platforms like Reddit, recounting “ridiculous” attempts to exploit the system. One employee from Target’s Guest Services department shared an unsettling story about a customer who presented an out-of-state driver’s license pieced together with tape and altered ID numbers.
The employee also described an incident involving a customer trying to return an empty ink cartridge, despite it being visibly used. “You’re not getting a $55 cartridge for free with me, dude,” they stated.
Another alarming situation involved a homeless man attempting to return items he had just received as a gift—underwear and a blanket—while requesting cash instead of store credit or an exchange. The employee expressed sympathy for the lady he scammed.
Many employees chimed in with their own experiences of attempted fraud, further illustrating the extent of the issue. One recalled a customer trying to return a laptop that turned out to be a dead MacBook Air hidden in the box.
Additional Changes and Customer Complaints
Alongside the new return policy, California Target locations will be affected by a new law banning plastic bags, signed by Governor Gavin Newsom.
In related news, a Target shopper recently expressed outrage after experiencing a checkout disaster, leading them to abandon the chain altogether.
As Target navigates these challenges, it remains to be seen how these policy changes will impact both customer behavior and the retailer’s bottom line.
