This has been a very busy few weeks at Planetfeedback.com. There have been a number of issues brought up by consumers, that has us wondering how far is too far? Businesses in the past have been fairly consumer friendly with their coupon acceptance and return policies. Businesses in the past would take back merchandise that they knew was not even sold there just to make the customer happy. With policies like this it was bound to happen! You know what we mean, the few dishonest people out there that found and took advantage of the loop holes in these policies have forced these companies to clamp down, hence ruining it for the truly honest customer.
Meet Evan, he cannot seem to grasp why Home Depot will not let him use his long expired (November 2007) 10% off coupon, just because he said so. Evan claims that he is a "loyal customer", but one has to wonder if he was such a loyal customer wouldn't he have had the chance to use the coupon before it expired?
Paige does not agree with Radio Shacks return policy. It seems that she purchased a product totaling $162.00 and then wrote a check. She determined the next day that the product was not what she expected and that she could not use it. She returned to Radio Shack and was shocked to find that she had to wait for her check to clear BEFORE she could receive money back on her exchange. This is pretty much a standard policy across the board in retail, we are not sure why Paige is having such a hard time wrapping her head around it.
Target always has complaint letters popping up on Planetfeedback.com, probably the number one complaint about this company is regarding its return policy. Target has really tightened up on their return policy in the last few years. Many people do not agree with it, but the policy is printed on every receipt, a gift receipt is printed even if you don't ask for one and there is a HUGE sign posted at Guest Services which clearly states the policy.
Have companies created monster customers, by being lenient with the rules and policies in the past? Now that companies are tightening up, are they alienating customers? Is giving in to the bully customer smart or fair? Is it good customer service to give into a customer just because they demand it, or does it just create a sense on entitlement causing the customer to be more bold in their demands next time?
--Contributed by Renee