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Post by crazy4scraps on Dec 29, 2020 19:12:43 GMT
I received a flannel shirt from a family friend for Christmas that was the way wrong size from Duluth Trading. No gift receipt included, OF COURSE. Ok, no biggie, there is a physical store not far from where I live that I drive past weekly to go to my chiropractor so I *thought* it wouldn’t even be that big of a deal to stop in and exchange it for something else the right size that I would actually wear. Figured I should look on the website first, and under the customer service tab for “exchange a gift” all it has listed there is a 1-800 number to call. So I call the number and wait on hold for what had to be close to 20 minutes, but again no biggie because I’m just sitting here folding laundry anyway. Finally some dude answers and I explain my situation. He asks if I have a receipt (no). A gift receipt? No. Order number? Ahh, NO. Can’t I just bring it into the store that is less than ten miles from my house and exchange it for something else? It isn’t like I want a refund or cash back or anything like that, I just want something else that will FIT.  Nope, they will not take it back or give you an exchange in store without a receipt or an order number. I mean, the shirt is brand new, still in the plastic bag it shipped in with the stock label on it, so it obviously wasn’t stolen from a store. (FTR, I really don’t want to go back to the person who gave it to me because this would be the third year in a row that they have given me or DD a piece of clothing for Christmas that didn’t fit, and I know this person will feel really bad if I tell them I need to exchange it. I just want to quietly exchange it for something that will fit dammit, and this shirt retails for about $50 so I would much rather exchange it than donate it.) The guy puts me on hold to check with someone else about what to do. Comes back like ten minutes later saying, “Well, you can send it back to our returns department and they will issue you a credit.” Wait, what? I’m supposed to pay for the postage (easily $10 out of my pocket) to RETURN A GIFT by mail when there is literally a store within a fifteen minute drive from my house that I go past weekly? What the hell? Then he says, “Wait, are YOU a customer of ours too?” Yes, DH and I spend literally hundreds of dollars a year on work shirts from there. “Maybe I can send you a return label so you can send it back that way.” Okay, let’s try that. (Goes through the whole spiel with name, address, phone number, what’s the item number, looks up DH’s customer number, etc.) Gets to the point in the process where it is asking for the order number for the item, which of course we don’t have. And which brings the whole process to a screeching halt. “Let me go check with someone else.” We went around and around for close to an hour, with him finally saying all I can do is mail the thing back at my expense to their returns department with a note and DH’s customer number, at which point they can *probably* issue a credit for the shirt (for how much, he couldn’t tell me) that they will send that to DH because he’s the one with the account. I wasn’t rude to the dude in any way, I’ve had crappy service jobs like that myself. But seriously, it’s less than a week after Christmas and I can’t believe I’m the only person in the world that got something as a gift from Duluth Trading that won’t work out. It’s not like I waited six months to bring it back! OMFG. Worst. Customer. Service. Ever. And the absolute worst part was that it really isn’t the guy’s fault either, because the company obviously does nothing to empower their employees to actually resolve issues for their customers. I actually felt bad for him because he was truly exasperated that there was no way he could just exchange what I have for what I want. I’m totally not one of those people who yells, “I want to talk to the MANAGER!!!” in real life, but it’s enough to make me want to find another company to order DH’s work shirts from, because this is truly ridiculous. I’m the kind of customer who instead of escalating my issue, I would rather just take my money elsewhere and leave them wondering why they lost my business which has brought them thousands of dollars over the years. And all over one lousy $50 shirt. Vent over, ugh. I hate this. Well here is the update! I ended up taking the shirt to the store to see what they would do. The person who helped me did run through the whole do you have a receipt, what’s the name of the person who bought it, blah blah blah initially. I told him that I could tell him who gave it to me, but that it probably wasn’t who purchased the shirt because the giver wouldn’t shop online and they don’t live near a store. The dude literally rolled his eyes at me, but gave me a store credit for the current price of the shirt which was $49.95, which I promptly went and found other things in the store that would work better for me in my size. I even ended up spending more than that so I wouldn’t end up with a couple dollars in credit left on the gift card he gave me. I’m relieved that I was able to resolve this but also still annoyed. The guy on the phone could have resolved the issue in less than a minute if their return policy wasn’t so stupid. I have personally owned a retail store as has my DH, so believe me I know the drill. I know that people steal stuff and try to scam retailers. I also know that most people are honest. I am all for taking steps to prevent loss, but I also know that it’s in everybody’s best interests to be reasonable, especially if the alternative means you could lose a high value client. |
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peabay
Prolific Pea
Posts: 9,678
Jun 25, 2014 19:50:41 GMT
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Post by peabay on Dec 29, 2020 19:14:16 GMT
Did you try going to the store and just exchanging it for a size that fits? Because that's what I'd do now.
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Post by freecharlie on Dec 29, 2020 19:18:50 GMT
Post on their Facebook. Apparently, companies seem to respond to public complaints faster than private ones
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purplebee
Drama Llama
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Post by purplebee on Dec 29, 2020 19:19:25 GMT
Did you try going to the store and just exchanging it for a size that fits? Because that's what I'd do now. Yeah, I’d definitely try this. |
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Post by crimsoncat05 on Dec 29, 2020 19:19:31 GMT
Did you try going to the store and just exchanging it for a size that fits? Because that's what I'd do now. yeah, I think my next phone call would be to your local store. "Hey, I was given this shirt as a gift-- which you can CLEARLY tell by the packaging that it was shipped from your website-- can I bring it in to your store to exchange the size?" And see what THEY say. It is ridiculous that it took you SOOO long to find out they have such an unhelpful chain of customer service hoops that someone has to jump through. Or such an antiquated system that they can't just do it the 'easy' way, for whatever reason. |
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peasquared
Drama Llama
Posts: 5,534
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Post by peasquared on Dec 29, 2020 19:20:20 GMT
I'd just go to customer service at the store. They will be more willing when they actually see the packaging. At least, I hope!  |
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Post by crazy4scraps on Dec 29, 2020 19:22:12 GMT
Did you try going to the store and just exchanging it for a size that fits? Because that's what I'd do now. I might try that next since I go RIGHT PAST that store every single week. But it just floors me that that wouldn’t be the normal, common sense policy. This is exactly what is posted on their website: It says right on their website that they require proof of purchase to return or exchange in store. It’s ridiculous, especially after a major holiday. |
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Post by crazy4scraps on Dec 29, 2020 19:22:49 GMT
Post on their Facebook. Apparently, companies seem to respond to public complaints faster than private ones I might try that too if exchanging it in store doesn’t work. |
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Post by tc on Dec 29, 2020 19:25:22 GMT
This is what I was thinking. How do they NOT have a procedure for people returning items or wanting to exchange items with no receipt or order number? I think you'll have much better luck in the store.
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peabay
Prolific Pea
Posts: 9,678
Jun 25, 2014 19:50:41 GMT
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Post by peabay on Dec 29, 2020 19:26:11 GMT
Did you try going to the store and just exchanging it for a size that fits? Because that's what I'd do now. yeah, I think my next phone call would be to your local store. "Hey, I was given this shirt as a gift-- which you can CLEARLY tell by the packaging that it was shipped from your website-- can I bring it in to your store to exchange the size?" And see what THEY say. It is ridiculous that it took you SOOO long to find out they have such an unhelpful chain of customer service hoops that someone has to jump through. Or such an antiquated system that they can't just do it the 'easy' way, for whatever reason. I wouldn't even call. I'd just walk in, find the shirt I want to exchange it for, go to customer service or a register and just say "Hi, I got this one as a gift and I just want to make an even exchange for this one." |
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Post by elaine on Dec 29, 2020 19:26:22 GMT
You just bring it to the store and exchange it for the same shirt in the correct size.
If they don’t have that shirt in the correct size, that is where it gets more complicated. They will only give you credit for the lowest price that the shirt has been sold at, if you don’t have the gift receipt. So, for example, if it went on sale for 30% off on Black Friday, the credit will be for 30% off the MSRP. Sometimes they can look it up if you give them the name of the person who gave it to you, but that doesn’t always work.
I have been through this in years past with Duluth, so I know this has been their standard process for years. My SIL had the habit of giving the wrong size or the wrong color.
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Post by jennoconnell on Dec 29, 2020 19:48:30 GMT
You just bring it to the store and exchange it for the same shirt in the correct size. If they don’t have that shirt in the correct size, that is where it gets more complicated. They will only give you credit for the lowest price that the shirt has been sold at, if you don’t have the gift receipt. So, for example, if it went on sale for 30% off on Black Friday, the credit will be for 30% off the MSRP. Sometimes they can look it up if you give them the name of the person who gave it to you, but that doesn’t always work. I have been through this in years past with Duluth, so I know this has been their standard process for years. My SIL had the habit of giving the wrong size or the wrong color. I just started shopping on their website this year. Haven't had to return or exchange anything yet, but this would make me hesitant to gift their items. |
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Post by bc2ca on Dec 29, 2020 19:55:40 GMT
If they don’t have that shirt in the correct size, that is where it gets more complicated. They will only give you credit for the lowest price that the shirt has been sold at, if you don’t have the gift receipt. So, for example, if it went on sale for 30% off on Black Friday, the credit will be for 30% off the MSRP. Sometimes they can look it up if you give them the name of the person who gave it to you, but that doesn’t always work.I was wondering if this would work. If you had the name and phone number of the gift giver, they may be able to look up the purchase. Haven't had to return or exchange anything yet, but this would make me hesitant to gift their items. Always, always include a gift receipt or order number when gifting clothes and there won't be a problem. |
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Post by crazy4scraps on Dec 29, 2020 19:56:15 GMT
You just bring it to the store and exchange it for the same shirt in the correct size. If they don’t have that shirt in the correct size, that is where it gets more complicated. They will only give you credit for the lowest price that the shirt has been sold at, if you don’t have the gift receipt. So, for example, if it went on sale for 30% off on Black Friday, the credit will be for 30% off the MSRP. Sometimes they can look it up if you give them the name of the person who gave it to you, but that doesn’t always work. I have been through this in years past with Duluth, so I know this has been their standard process for years. My SIL had the habit of giving the wrong size or the wrong color. The thing is, I won’t wear it. I would rather have a t-shirt or something with a side or kangaroo pocket for my phone. |
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Post by crazy4scraps on Dec 29, 2020 19:59:29 GMT
If they don’t have that shirt in the correct size, that is where it gets more complicated. They will only give you credit for the lowest price that the shirt has been sold at, if you don’t have the gift receipt. So, for example, if it went on sale for 30% off on Black Friday, the credit will be for 30% off the MSRP. Sometimes they can look it up if you give them the name of the person who gave it to you, but that doesn’t always work.I was wondering if this would work. If you had the name and phone number of the gift giver, they may be able to look up the purchase. Haven't had to return or exchange anything yet, but this would make me hesitant to gift their items. Always, always include a gift receipt or order number when gifting clothes and there won't be a problem. I’m pretty sure that the person who gave it wasn’t the person who bought it. I think one of their kids actually ordered it for them online but I have no idea which one, which complicates things even more. ETA: And this is EXACTLY why I *always* include a gift receipt whenever I’m giving something to anyone not in my immediate family. |
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Post by crazy4scraps on Dec 29, 2020 20:01:52 GMT
You just bring it to the store and exchange it for the same shirt in the correct size. If they don’t have that shirt in the correct size, that is where it gets more complicated. They will only give you credit for the lowest price that the shirt has been sold at, if you don’t have the gift receipt. So, for example, if it went on sale for 30% off on Black Friday, the credit will be for 30% off the MSRP. Sometimes they can look it up if you give them the name of the person who gave it to you, but that doesn’t always work. I have been through this in years past with Duluth, so I know this has been their standard process for years. My SIL had the habit of giving the wrong size or the wrong color. I just started shopping on their website this year. Haven't had to return or exchange anything yet, but this would make me hesitant to gift their items. If you ever do, make sure you include a gift receipt because this really sucks. |
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Post by elaine on Dec 29, 2020 20:13:52 GMT
You just bring it to the store and exchange it for the same shirt in the correct size. If they don’t have that shirt in the correct size, that is where it gets more complicated. They will only give you credit for the lowest price that the shirt has been sold at, if you don’t have the gift receipt. So, for example, if it went on sale for 30% off on Black Friday, the credit will be for 30% off the MSRP. Sometimes they can look it up if you give them the name of the person who gave it to you, but that doesn’t always work. I have been through this in years past with Duluth, so I know this has been their standard process for years. My SIL had the habit of giving the wrong size or the wrong color. The thing is, I won’t wear it. I would rather have a t-shirt or something with a side or kangaroo pocket for my phone. Then they will give you credit for the lowest price the item was sold for. This is no different than LLBean or Lands End or almost any other retailer if you return something without the order # or gift receipt. |
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Post by padresfan619 on Dec 29, 2020 20:23:52 GMT
I wouldn’t have gone through all of that if I had a store within driving distance. I would have started at the store and settled for whatever store credit they could give me or an even exchange if they had the same item in my size.
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Post by littlemama on Dec 29, 2020 20:44:52 GMT
Just go to the store. I wouldnt have called with the store that close to home.
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Post by elaine on Dec 29, 2020 20:51:16 GMT
You just bring it to the store and exchange it for the same shirt in the correct size. If they don’t have that shirt in the correct size, that is where it gets more complicated. They will only give you credit for the lowest price that the shirt has been sold at, if you don’t have the gift receipt. So, for example, if it went on sale for 30% off on Black Friday, the credit will be for 30% off the MSRP. Sometimes they can look it up if you give them the name of the person who gave it to you, but that doesn’t always work. I have been through this in years past with Duluth, so I know this has been their standard process for years. My SIL had the habit of giving the wrong size or the wrong color. I just started shopping on their website this year. Haven't had to return or exchange anything yet, but this would make me hesitant to gift their items. If you include a gift receipt, it would be no problem. If you don’t include a gift receipt, their policies really aren’t different from Lands End or LLBean or Eddie Bauer (although Eddie Bauer states that they will only give you credit for 50% of the MSRP if you don’t have a receipt, even if the item didn’t go on sale that low). |
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leeny
Pearl Clutcher
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Location: Northern California
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Jun 27, 2014 1:55:53 GMT
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Post by leeny on Dec 29, 2020 20:53:59 GMT
Why don't you contact your friend and ask for the gift receipt? After you explain the trouble you are having, I am sure they would help.
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Deleted
Posts: 0
Jun 30, 2024 18:41:37 GMT
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Post by Deleted on Dec 29, 2020 21:01:29 GMT
This is why I hate buying stuff for anyone that's not in my immediate household.
I hope you can get some sort of credit towards something you'd wear
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Deleted
Posts: 0
Jun 30, 2024 18:41:37 GMT
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Post by Deleted on Dec 29, 2020 21:35:34 GMT
It says right on their website that they require proof of purchase to return or exchange in store. It’s ridiculous, especially after a major holiday. Their website states: Return or Exchange In-Store If no proof of purchase is available, we can provide a merchandise credit if the item is unworn, unused and with the original packaging. www.duluthtrading.com/return.html |
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quiltz
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Jun 29, 2014 16:13:28 GMT
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Post by quiltz on Dec 29, 2020 21:55:18 GMT
It says right on their website that they require proof of purchase to return or exchange in store. It’s ridiculous, especially after a major holiday. Their website states: Return or Exchange In-Store If no proof of purchase is available, we can provide a merchandise credit if the item is unworn, unused and with the original packaging.www.duluthtrading.com/return.htmlcrazy4scrapsYou do know that offering a credit or exchange or anything at all is a COURTESY that the store offers. There are no rules that a store HAS to take a return for exchange or store credit or anything. It is a privilege and not a given. While most stores do have a return policy, many people think that yes, because it is a major holiday that the store MUST do what the customer states. crazy4scraps -- Simply ask that people do not gift you or family members with clothing in the future. |
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Post by alexa11 on Dec 29, 2020 22:06:33 GMT
I would go to the store and ask to speak to a manager right away. Then explain the kind of hell that you went through on the phone.
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Post by Eddie-n-Harley on Dec 29, 2020 22:11:57 GMT
In the future, I would not assume that the call center knows what can be done in stores, or that the store personnel have idea what the call center/web people can do, especially around the holidays with so much temporary help.
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Post by nlwilkins on Dec 29, 2020 22:15:54 GMT
(FTR, I really don’t want to go back to the person who gave it to me because this would be the third year in a row that they have given me or DD a piece of clothing for Christmas that didn’t fit, and I know this person will feel really bad if I tell them I need to exchange it. I just want to quietly exchange it for something that will fit dammit, and this shirt retails for about $50 so I would much rather exchange it than donate it.)
Sorry, I would not let this stop me. The giver needs to learn to be more careful about giving gifts. You would think they would learn from the first two errors. I know I would want to know if I was the giver. If the gift was a color or a style I did not like it would be different, but you can't wear it at all because of the wrong size. So it it not a matter of being picky. |
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Deleted
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Jun 30, 2024 18:41:37 GMT
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Post by Deleted on Dec 29, 2020 22:27:29 GMT
You do know that offering a credit or exchange or anything at all is a COURTESY that the store offers. Most stores adhere to their posted policies unless they suspect abuse. In the OP's case, I can't imagine why they would not agree to honor their return policy. |
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Post by papercrafteradvocate on Dec 29, 2020 22:41:09 GMT
I received a flannel shirt from a family friend for Christmas that was the way wrong size from Duluth Trading. No gift receipt included, OF COURSE. Ok, no biggie, there is a physical store not far from where I live that I drive past weekly to go to my chiropractor so I *thought* it wouldn’t even be that big of a deal to stop in and exchange it for something else the right size that I would actually wear. Figured I should look on the website first, and under the customer service tab for “exchange a gift” all it has listed there is a 1-800 number to call. So I call the number and wait on hold for what had to be close to 20 minutes, but again no biggie because I’m just sitting here folding laundry anyway. Finally some dude answers and I explain my situation. He asks if I have a receipt (no). A gift receipt? No. Order number? Ahh, NO. Can’t I just bring it into the store that is less than ten miles from my house and exchange it for something else? It isn’t like I want a refund or cash back or anything like that, I just want something else that will FIT.  Nope, they will not take it back or give you an exchange in store without a receipt or an order number. I mean, the shirt is brand new, still in the plastic bag it shipped in with the stock label on it, so it obviously wasn’t stolen from a store. (FTR, I really don’t want to go back to the person who gave it to me because this would be the third year in a row that they have given me or DD a piece of clothing for Christmas that didn’t fit, and I know this person will feel really bad if I tell them I need to exchange it. I just want to quietly exchange it for something that will fit dammit, and this shirt retails for about $50 so I would much rather exchange it than donate it.) The guy puts me on hold to check with someone else about what to do. Comes back like ten minutes later saying, “Well, you can send it back to our returns department and they will issue you a credit.” Wait, what? I’m supposed to pay for the postage (easily $10 out of my pocket) to RETURN A GIFT by mail when there is literally a store within a fifteen minute drive from my house that I go past weekly? What the hell? Then he says, “Wait, are YOU a customer of ours too?” Yes, DH and I spend literally hundreds of dollars a year on work shirts from there. “Maybe I can send you a return label so you can send it back that way.” Okay, let’s try that. (Goes through the whole spiel with name, address, phone number, what’s the item number, looks up DH’s customer number, etc.) Gets to the point in the process where it is asking for the order number for the item, which of course we don’t have. And which brings the whole process to a screeching halt. “Let me go check with someone else.” We went around and around for close to an hour, with him finally saying all I can do is mail the thing back at my expense to their returns department with a note and DH’s customer number, at which point they can *probably* issue a credit for the shirt (for how much, he couldn’t tell me) that they will send that to DH because he’s the one with the account. I wasn’t rude to the dude in any way, I’ve had crappy service jobs like that myself. But seriously, it’s less than a week after Christmas and I can’t believe I’m the only person in the world that got something as a gift from Duluth Trading that won’t work out. It’s not like I waited six months to bring it back! OMFG. Worst. Customer. Service. Ever. And the absolute worst part was that it really isn’t the guy’s fault either, because the company obviously does nothing to empower their employees to actually resolve issues for their customers. I actually felt bad for him because he was truly exasperated that there was no way he could just exchange what I have for what I want. I’m totally not one of those people who yells, “I want to talk to the MANAGER!!!” in real life, but it’s enough to make me want to find another company to order DH’s work shirts from, because this is truly ridiculous. I’m the kind of customer who instead of escalating my issue, I would rather just take my money elsewhere and leave them wondering why they lost my business which has brought them thousands of dollars over the years. And all over one lousy $50 shirt. Vent over, ugh. I hate this. They won’t wonder where you went. |
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Post by mrssmith on Dec 29, 2020 22:47:30 GMT
It sounds like the guy tried to help you and shared whatever info he had. The store is the best option, especially if you have the bag it was shipped in.
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Nope, they will not take it back or give you an exchange in store without a receipt or an order number. I mean, the shirt is brand new, still in the plastic bag it shipped in with the stock label on it, so it obviously wasn’t stolen from a store.
Nope, they will not take it back or give you an exchange in store without a receipt or an order number. I mean, the shirt is brand new, still in the plastic bag it shipped in with the stock label on it, so it obviously wasn’t stolen from a store.