Woolworth vs. Staples – Battle of the Returns and Exchange Policies!

In this blog post, I will be comparing how returns and exchanges were done at Woolworth and Staples by comparing the differences between them.  I will also throw in the occasional Target and Best Buy policy as well as I have dealt with both of these companies for returns as well.  I have never done a return at Walmart so they are not included in this post.

Cash Returns with Receipt 

Woolworth – In order to get a cash refund, the customer had to supply their name, address, phone number (optional) on a return form.  They had to sign the bottom of the slip as well.  Many customers didn’t like providing this information and sometimes refused.  However, no info meant no money back, rarely did a manager ever make an exception to this policy.

Staples – In order to get a cash refund, the customer had to supply their name, address, phone number (optional) on a return form that printed out from the register.  If the customer didn’t fill out the form completely, no return for them—NO EXCEPTIONS!

Winner:  TIE – Neither company had an easy policy regarding cash refunds and both required personal information to be given out to get refund.

Credit Card Returns with Receipt

Woolworth – All that was needed is the same credit card used to purchase the merchandise, employee swiped card through reader, receipt came out, customer signed receipt and got refund back upon their credit card within 5 business days.

Staples – Same procedure as Woolworth.

Target – Similar procedure as Woolworth/Staples, but customer DID NOT need to sign credit refund slip.

Best Buy – Call it Best hassle.  Before issuing a credit back to customer’s account, the customer MUST present a valid id (driver’s license preferred).  This information from the license is input as part of the return information and thus logged into their computers.  This is so VERY VERY WRONG as this will lead to IDENTITY THEFT!!!  This is why many people no longer shop at this company anymore and who can blame them?  Hacker’s paradise!

Winner: Target – What is easier than NOT having to sign anything?  Simple Straightforward.

Returns WITHOUT Receipts (Cash Refunds Only)

Woolworth – The company had a big blue binder in which was logged a customer’s name (in last name ordered sections) , address, phone number, and driver’s license number or any other id (including credit card numbers!)  A customer was allowed 3 times to do a return without a receipt then they were cut-off..  However, if this book was ever lost or stolen, identity theft would run rampart as this book contained a lot of personal information not for the general public.  I never liked this approach, but just accepted it.

Staples – The old method was to fill out a merchandise credit slip that the customer put their name, address, and phone number on.  This was a paper slip that looked like a check and had to be validated by a register imprint to be legal.  It was not uncommon to hear of books of merchandise credit slips being stolen, but they were worthless without a valid register imprint.  Eventually, the credit slip went away and the customer information was input directly into the register.  A cash card was issued for the amount of the return.  These were similar to gift cards, however, because of how they were numbered they were NOT interchangeable.  Customers were only given a certain number of non-receipt returns before they got rejected.  Ironically, the first day the program started, one of the first customers got their return rejected under the system.  It did  seem funny that this happened this way.  However, if anybody hacked the Staples computer system (not that hard to do actually-I did it one night), they would have access to all the customer credit card information, driver’s license info, and personal information. 

Winner:  TIE – Both companies open the door wide to identity theft, although it was much easier to keep track of a binder than trying to protect an entire computer network.

Credit Card Returns WITHOUT a RECEIPT

Woolworth – Under NO circumstances were they allowed.  Any of these transactions would be cash refunds without receipts.

Staples – If the item was found on any receipt from any of the Staples’ locations, within a couple years of purchases, then the credit would be given back on the same card.  Otherwise, customer ended up with store credit.

Winner:  Staples – System worked almost like magic to put credit back, but then again they store much more information than they should anyway.

Merchandise Exchanges 

Woolworth – Even though the instruction manual allowed for them, our particular store prohibited exchanges to be done in one transaction.  Return had to be done first than purchase was made.  Clumsy way of getting the job done.

Staples – Could be done all in one transaction.  Originally, returns had to be the first part of transaction, but eventually register software was updated to allow returns anywhere in transaction.  Straightforward approach and easy for the most part.

Winner:  Staples – No contest here.

Summary

So who is the winner in the return arena:  Target

Biggest loser of returns: Best Buy

Staples finishes 2nd as they win 2 out of 5 contests and Woolworth finishes 3rd as they didn’t win a round but did manage a tie in 3 rounds.  However, both Staples and Woolworth opened the door to identity theft, but not nearly as bad as Best Buy.  Still, no company is safe when they store any customer information even if it is as simple as an email address as my complaint with Staples was with the Better Business Bureau.

Of course, nothing is as fun as being head of all the money in the place as being head of the cash office, which is the topic of my next blog post.

Up Next:  The Company’s Money is Safe with Me?