I messed up...getting money back after 60-day return period?

January 7, 2015 9:39 PM

I bought several pairs of shoes online at J. Crew intending to try them on and return whichever ones didn't fit. (They are shoes in a hard to find size and they are not sold in stores.) Unfortunately, the return period is 60 days and I am about a week too late...

I kept meaning to go to the store to return them in person but I wanted to avoid the pre- and post-holiday craziness, and then it got too late. Is there any chance I might get them to bend the rules and give me a refund instead of a store credit?

Any specific tips for doing that other than being exceedingly polite and admitting that I messed up and not acting entitled? I am not a regular J. Crew shopper because it's far out of my price range and this is a fair amount of money, so a store credit is not that useful. (I was hoping to get some nice shoes for job interviews so I figured I'd spring for one pair that I'd keep...not all four.) My understanding from the rules listed online is that if I bring them in without the receipt, I would (still) only get store credit, so that's not an option.

Also, I see that there are sites where one can sell gift cards online, so presumably I could sell a store credit (would that be the same as a gift card?) but the online giftcard resale sites seem to only give 80% of face value...not ideal, though I'll do that if it is the only option.

posted by needs more cowbell to Shopping (13 answers total)

Best answer: Some credit cards offer return protection, where they'll extend the return policy if the store won't take it back. Perhaps you used a card with this feature when you made the purchase? It's worth finding out. They're mostly only available on credit (not debit) cards from certain issuers like Chase.

For more on such policies, see this Consumerist article, which they happened to run today.
posted by zachlipton at 9:43 PM on January 7, 2015 [2 favorites]

Best answer: Try to return them to a store anyway. I had this problem with a purchase from another store and the manager did an override for me. Just be apologetic and ask. Can't hurt.
posted by Hermione Granger at 9:51 PM on January 7, 2015 [1 favorite]

Response by poster: The purchase was made with a Chase Freedom card, which is reviewed favorably for return extensions here (which was linked to in the Consumerist article), but I can't find anything about such a policy on Chase's actual site.
posted by needs more cowbell at 9:55 PM on January 7, 2015

Best answer: Just ask if a manager can do an override. If you're nice and apologetic they'll probably do it. I returned a $100 pair of shoes at DSW recently that was outside their "return policy" period but they gave me a refund anyways.
posted by radioamy at 10:14 PM on January 7, 2015 [3 favorites]

Oh also don't stress too much about this, you're not a horrible person and we've all done the "buy multiple items online" thing. I literally just bought two pairs of jeans online yesterday because I didn't know which size I'd need. If stores had more consistent sizing (and more comfortable shoes) they wouldn't have to deal with so many damn returns.
posted by radioamy at 10:16 PM on January 7, 2015 [2 favorites]

It's a big escalation to bring this to your credit card company when you haven't even approached J Crew. Call and ask nicely. A week is not a big deal, especially if you have some history with them.
posted by bluedaisy at 10:16 PM on January 7, 2015 [6 favorites]

Best answer: I believe J.Crew treats online returns as a "direct return" that doesn't count towards the store sales numbers (in fact, the merchandise might even get sent back to the warehouse). In which case there is no downside to the manager doing you a favor, so cross your fingers and ask.
posted by serelliya at 10:25 PM on January 7, 2015 [2 favorites]

Response by poster: I just called Chase and my card (Chase Freedom Visa) does offer "return protection"/"return guarantee" 90 days post-purchase for a maximum of $250 per item and $1000 per year. They confirmed that shoes would be included in this (some classes of items are excluded), and briefly went over the claims procedure for me.

I will go in tomorrow, ask politely, and perhaps, if necessary, also mention that my credit card company has return protection anyway but that it would be much easier and waste fewer people's time if I don't have to go through that rigamarole. If that doesn't help I'll just go through Chase and get the money eventually.

Thanks so much!
posted by needs more cowbell at 10:29 PM on January 7, 2015 [1 favorite]

Stores tend to be more lenient about returns during the holiday season. It wouldn't hurt to ask for a refund, especially since you're so close to the return window.
posted by MariJo at 10:33 PM on January 7, 2015 [3 favorites]

Not to be a dick, but if they go that way, you can cite California Civil Code 1723, which requires retailers to state their return policy as follows:
"The policy must be displayed either at each entrance to the store, at each cash register and sales counter, on tags attached to each item, or on the company's order forms, if any. A return policy printed only on a receipt, for example, is not sufficient."
posted by banannafish at 10:39 PM on January 7, 2015

Best answer: I buy a ton from J.Crew and have never had an issue just walking in and handing them the stuff to return; their customer service is generally outstanding in my experience. They've never batted an eye even if it's late, which I've done multiple times in the last month alone. Just be nice and humble and generally act like someone they want to help (i.e. don't be a jerk and go on about your credit card protections), and don't even mention that it's late unless they say something first.
posted by The Michael The at 5:18 AM on January 8, 2015 [6 favorites]

My guess is you'll have no problem returning them in store, but if not, it would be worth it to call the headquarters and see what they will do for you. I've always had really good interactions with the staff.
posted by betsybetsy at 6:20 PM on January 8, 2015

Response by poster: I returned them this morning. Per The Michael The's advice, I didn't say anything and just asked to return the shoes. The store employee didn't say anything either, other than to ask whether I would like the money put back on my credit card (yes) and whether I wanted to keep the shipping box I had brought the items back in (no.)

I certainly don't want to make a habit of this sort of thing, and I wouldn't expect it all the time, but I'm very grateful that this went well. And I believe stores with good customer service like that are worth patronizing (when I can afford it). I work in a retail environment as well and have been directed to try to make customers' experience pleasant when I can, even bending rules within reason, and I think that's a great m.o.

Thanks again everyone.
posted by needs more cowbell at 10:33 PM on January 8, 2015 [2 favorites]