Effects of customer service/return policies on purchases

[num]

Like a lot of other divas, I'm a deal hound. I make a consistent effort to get the quality I'm looking for for the lowest possible prices. I'm also curvy, muscular, and short, which makes sizing inconsistent and the cuts of clothing really matter. I guess that makes me a cheap girl with a weird body type who's picky about technical specs So internet shopping obviously makes a lot of sense for getting good prices on overstock, but you don't have the option of knowing how something will fit before buying it. Shipping charges back and forth can end up canceling out the money saved by buying online.

Basically I'm wondering if what you buy/who you buy from is strongly influenced by their customer service, or if you just go for the deals.

Personally, I tend to be particular about what I'll buy online, if clothing I'll usually only buy things with stretch, or brands/lines that I know how their sizing runs from experience. Even though I stick on the safe side with what I'll buy online, I'm a lot more likely to buy something that I'm on the fence about whether or not it'll work from a site like backcountry.com, where the customer service rocks and I know returns aren't an issue. Interestingly enough, I've never had to return anything to backcountry, but just knowing that I could easily if I needed to makes me more likely to buy from them. Or SAC in particular: super closeout bargains, same bombproof customer service.

Or outside of the sporting goods theme (though I did notice that they sell CW-X compression tights, for any of the divas who've been drooling over them) Zappos offers free overnight shipping as well as free return shipping if they don't work out on a lot of their items. That makes me not go on the hunt for a store in the area with a particular pair of shoes so I can avoid the risk from ordering them online, it takes that risk right out for me and gains them my purchase. Without the free shipping/return shipping, I'd just hunt them down locally.

So what do you guys think?

 

[MaineSkiLady]

Pretty much with ya here on all accounts, friend. No matter what shape/size we're in, it is VERY hard to buy clothing online, be it skiwear or otherwise. It works if perhaps you're buying a brand you know well in a style you know fits. Even then, there are no guarantees.

So I'm usually seeking a liberal return policy as well - and I did note (and bookmark) that the CW-X compression tights were available through Zappos (a good merchant - most of the online shoe merchants are VERY competitive with regard to free returns, etc.).

For those of us who are extremely busy with work/families, etc., or those of us who live wayyyy out there in The-Middle-of-Nowhere-Retail, online shopping is a tremendous convenience---but seemingly a crap shoot.

It's expensive enough to haul around from store to store or mall to mall when in or near a city. I have to get to one first. Rural life is NOT cheap - cities seem to get all the better deals (except in the crime stats dept and property/local taxes). I really came close to an online ski pants purchase but ultimately found some at a resort outlet shop locally. Some stuff is just impossible to buy cold online. If I could try it on somewhere first and THEN hunt for the online deals, that would be different. I don't have that luxury or option, usually.

 

[altagirl]

I was returning something to REI the other day and the guy in front of me in line BLEW ME AWAY.

He was returning ski boots and said "Well, I bought two, one in each size close to what I figured would work, wore them both out skiing for a day or two and decided I didn't like these as much."

I mean, I know they have a great return policy and all, but what the heck?? What are they going to do with those now? They have to sell them at the REI garage sale because they've been skied in, the soles are worn, etc. I'd even get it that he bought them with good intentions and they didn't end up fitting. But to intentionally buy two, use them both, and then return one? There's no way to think that's not blatantly screwing the store. Maybe it's just me.

I'm with you though - if there's a no-hassle return policy, I do end up feeling more comfortable buying stuff! I guess I just hate seeing people abuse it.

 

[persee]

I hate when I see someone taking advantage of the REI return policy. It's really slimey. But I guess it comes down to personal ethics - some people got them, somepeople don't. I think the only thing I ever returned to REI was a pair of northface gloves that I bought in desperation - thought I'd lost mine, a storm was coming, and they only had the wrong size in stock so I figured wrong size was better than none. The second I detached the tag I found my old pair, and the new ones really didn't fit so I put the whole set together with tags and returned them in new condition.

 

[SnowHot]

I really hate returning stuff.
But on the rare occasion that I need to return something, I am happy when the service desk is kind about it.

I feel for companies who have great return policies and are taken advantage of by the likes of the boot buyer altagirl described.

 

[alaski]

Re: REI, don't feel too sorry for them. Remember that they sell everything that is returned to them, and they make pure profit out of that. I don't think twice about returning stuff - that's the policy, so if you're not 100% satisfied, why not utilize the policy?

To answer the OP - I will buy gear from manufacturers that I a) know make stuff that fits me right and b) will fix the product or replace it if something goes wrong. I am a huge North Face fan for those two reasons. I know their gear fits me, and I know they'll back the product.

That said, I never ever EVER pay full price for any gear. I mean I have to REALLY want that gear to pay full price, and that hardly ever happens. I can always find it on sale a little later, and the markups are insane when it comes to full price gear. I get pro deals on most gear, but even then I can sometimes find it cheaper on sale at the end of the season.

Edited to add: There are hardly any stores where I live, so I have to buy online for most of my stuff. It's an art, really :D

 

[Jilly]

So many of the online sites don't send into Canada. And we don't seem to have the sites here. So, I'm off to stores etc. One great place I'm found is the summer sale at Sierra Design factory in Foymount, Ontario. Its on the long weekend in August only. They have huge tent sale. I purchased 3 tops alike, but different sizes as Christmas gifts one year. They charged me for 4 on the credit card. I called back on Tuesday and the credited me the one charge. So yah, I go every year. And its always $ 400.00 worth of stuff. The only online/mail orders I've done are with CafePress (Diva stuff - great), Land's End (but never pants) and MEC. Land's End is a problem sending back from Canada. It goes to a location in Fort Erie, then all returns are sent at one time to Land's End. This takes time to find the right size etc. MEC, I can usually make it to one of the stores in Toronto or Ottawa to see the stuff first hand. Once I know, I'll order, but the shipping charges!!

 

[snowgem]

Return policies totally affect my purchases, in stores and online. I religiously save receipts. I buy something if on the fence about it, or buy two sizes if undecided, and sometimes the possibility of returning is part of the plan. For online, I have a supply of packing tape available, repack whatever, and head for the PO. And figure that the postage cost, which sometimes is an ouch, is part of the process. Even with that expense and gas figured in, still am way ahead of buying regular retail. And, the stores are ahead with me, because I keep far more than I even return. Love those bargains!

 

[TsuKata]

Return policies are definitely a big deal for me. I almost exclusively buy shoes from Zappos now because their return policy is excellent. I also buy a ton of stuff from Amazon (I'm a prime member, even) for the same reason. LL Bean has always been great to me, too. I've been shopping with them via catalog and online since I was a teen (I had to get my grunge-rock flannels from somewhere! Flannel shirts weren't exactly a big selling item in SC!).

I think that any online site offering clothes or wearables should also provide free return shipping if the fit isn't right, so the sites that do offer that tend to get my business. Offering free shipping only if exchanging for another product is a fine and understandable restriction, but I expect the shipping to be free. Paying a $7 "fit isn't right" fee to get the right size doesn't sit well with me...to me, if you're an online retailer, that needs to be part of your CoDB.

 

[cosmogirl]

I have used Amazon a lot, although they did not come through for me at Christmas! Sent my order in 2 shipments, the second came 3 days after Christmas. Ordered early December. Had to run out, last minute, on Christmas Eve so I wouldn't disappoint anyone. I'll use them again, but not for Christmas gifts.

 

[snowgem]

The topic is very timely because I just had an situation with an order from Peter Glenn, for an expensive item. Basically they were very unaccomodating and could've been otherwise. Other companies would have been a lot more customer friendly. So, it's absolutely the first and last time I buy from them (and, I still may return the product)! Too many other choices out there!

 

[Solincia]

Return policies are HUGE for me. I prefer shopping online to shopping in stores, as there is a greater selection.
Typically you find a better deal online as well. But when I'm in a store, the first thing I ask is about their return policy.
I don't mind paying to ship something back, considering a I work for a company that utilizes UPS on a daily basis!

I will not return anything that I've used, however, unless they specifically state that it's okay to do so. I never try to get "one over" on the store.

One thing I usually look for is an extended time frame return policy. I try to stay away from 7 day, 14 day even sometimes 30 day return policies, as they just aren't enough time. We have lives, we have other things going on!
But yes, it's a huge buying factor.