Update: I was totally wrong about those 'broken' return policies at big box stores

Tbh I always thought stores like Home Depot and Target were just being generous with their return policies. Like they were doing us a favor. Then I read this breakdown from a retail insider on Reddit last week that said those generous policies actually save them money. Something like over 60% of people who return stuff end up buying something else in the same trip. Plus they don't have to train staff to argue with customers. So the whole 'customer always right' thing is just math. Made me feel less like a jerk for returning that paint that was the wrong shade. Has anyone else found a stat that totally flipped how they see their own job?

2 comments

2 Comments

ivan2308d agoTop Commenter

Yeah I used to think the same way honestly. Worked retail for a few years in my early 20s and I remember hating the return counter because I figured we were just getting taken advantage of by lazy people. But that stat about them spending more money after a return hit me hard. It makes total sense when you think about it though. If you return a shirt at Target you're probably going to grab some snacks or whatever before you walk out. Nobody just returns one item and leaves empty handed. The whole policy is designed to keep you in the store longer and that means more sales. Kind of makes me feel dumb for being so annoyed about it back then.

grant.margaret4d ago

Ivan, did that retail insider mention how much stores save on training staff to argue with customers?