Regular readers know that Retail Strategies has been taking a look at the returns policies of various retailers, in view of the fact that fraudulent returns cost retailers billions of dollars annually.
Earlier this week, this blog focused on the elegantly simple returns policy of Land’s End, which essentially says the retailer will take back anything anytime, no questions asked.
After that blog posted, a grateful Land’s End customer wrote in to say that Land’s End earned its angels wings when her father was ill with Alzheimer’s. Because it was necessary that he wear a diaper, it was difficult to find pants to fit.
“When the first order had pants too short, their warmth makes my eyes tear up just thinking about it – their sales rep said to send them back at their expense for longer ones – even when I told them he had already worn them. It did not matter,” this daughter wrote. “The time they spent with me on the phone – never rushing me – is unheard of. This was over a decade ago, and I will always have the warmest feelings for Land’s End. They just don’t come any finer.”
That story seemed to special not to pass along. Don’t you think?
Tomorrow, Retail Strategies will look at the returns policy of yet another retailer.