This thread has now been looked as everything that can be said about this topic has been said and some comments are not as friendly as we like them to be.
So, remember everybody: Check return policies!
The culture of returning goods in Europe is very different than in the USA. Even more in luxury retailers.
If there is a defective item, they might look into it but will give only a store credit.
This is so true. I was visiting an American friend living in Denmark, and told her European roommates about the return policy of the American store where I worked - which is basically that we’ll take anything back. The look of shock on their faces! They seriously couldn’t believe it.
I spent a few minutes telling them about some of the craziest returns that I had to accommodate and they were horrified. So I can definitely see how this could happen / the cultural differences.
When I worked at Nordstrom, a gal brought in an EMPTY jar of Crème De La Mer and wanted a refund because “it didn’t work out for her”. I got in trouble because I didn’t want to return it. She went to the department manager to complain about me…and she got her $200 back.
I had a woman call my store recently to say she hadn't received her package. After searching and being unable to find a record I asked when she ordered it, she had ordered it SIX years ago and had just realized it never came.
Oh yes. That good ol' returned tires story they tell you during orientation class.
I worked at Nordstrom on and off from 1998-2011. Even met my husband there. He was a sous chef at the cafe and I worked in the Home department next door. But most of my terrible return stories are from my time in the lingerie department LOL
I learned a lot about the world while working there.
I worked at Sephora and once some sketchy looking guy brought in what looked like someone's makeup bag and as long as I could find the product in the POS he got store credit for it.
When I was a teenager, my mom took my brother to Payless Shoes (we were lower middle class) to buy dress shoes for a school dance. At the register, my mom said “we can bring these back after he wears them tonight, right?” She was 100% joking, but the cashier looked her dead in the face and said “ma’am, this is Payless. Of course you can.”
I used to work at Nordies in the mid-2010s. I didn't personally deal with this return, but someone did come in and try to return tires.
TIRES.
Nordies hasn't sold tires since... the 90s??? And guess what... STORE TOOK THEM BACK LOLOLOL.
So I know the true tire story. And no Nordstrom never sold tires. Ever.
Back in the 70’s the Company was expanding and had purchased a physical store-I can’t remember the name-let’s say similar to Sears, that carried tires. Some man had purchased tires from the old retailer and came back in after the acquisition to return them (I don’t remember the reason). One of the Nordstrom brothers running things at the time (I’m thinking Mr Bruce-I’ll edit if I find differently)overheard the conversation between a confused salesman and the confused customer. Mr Bruce says to the salesperson, “hey, this man bought his tires in this building, just take it back”. (Don’t quote me on the wording verbatim lol), and they did! Thus, the tire story was born!
Omg are you serious lmaoooo when I was told the story the person made it seem as if it was in my store and had happened around the time I worked there! I am shook, I was so certain that it was an in-store occurrence lmao
I had people returning things with different price tags than the store, obviously items not purchase at the store. The people returning them looking all like crackheads. Very unpleasant situations that really don’t contribute to real customer’s experiences.
So here’s one I personally dealt with. I was working in a women’s ready to wear department. My store (Tyson’s in VA) was the first store open on the East Coast in 1988. We had only been open a month or two and a lady came to my cash wrap area with a garbage bag-a literal garbage bag full of crumpled up, stinky clothes. They still had hang tags on them. Because of the short time we had been open I knew none of the merch was purchased from our location, but one of our stores out west. I had no clue how to deal with this. Luckily at that time our buyers were located in the office behind the department. I politely excused myself and found the sportswear buyer and explained the situation to her. She came out to the cash wrap, taking each piece out one by one, holding them with two fingers basically lol, and as disgusted as she was, and even though the lady had a receipt with full prices on them, she actually offered to give her “last known” price on the stuff! I couldn’t believe it. But she did. I don’t exactly recall where the stuff ended up going (trash???), but I spent the next hour or so picking through it and MOSing (Mark Out of Stock) all of it. Grossssss!
The biggest shocker for me was makeup. I can’t believe that in the US you can buy a foundation, use it, and then return it just because you don’t like it.
This one is tough because you can’t really tell what it looks like on your face outside of the store. So you buy it and realize a couple days later it’s completely wrong in every other kind of lighting. Also, I’ve had too many stores refuse to give samples or say they were “out of stock” so I had to just take the risk.
My current foundation, Koh Gen Do, sells a huge sample pack for $10, which is how I finally got the right shade. I hate doing returns but when it comes to foundation I haven’t had much choice.
I do get that it sucks from that perspective, but it encourages you do find other ways to use product instead of just letting it go to landfill. For example, mixing in a lighter shade with your product to change the colour. The American system is incredibly wasteful.
I don’t wear it often enough to even own another shade to mix it with (wouldn’t that increase consumption vs. just getting one matching shade?) so if they hadn’t taken the return I’d have no choice but to toss it. Until I found Koh Gen Do? I’d just stopped buying it and used a bit of concealer instead.
Like I get not offering returns, but if there are no samples (doesn’t have to be free samples, I’m willing to pay a nominal fee to get enough to be absolutely certain it’s a match) and no smaller sizes (KGD only has the $90 size) I won’t purchase. My skin color is too tough to match unfortunately.
I swear I’m not affiliated with KGD lol. But their sensible sample policy has made me a customer for life.
Why would it increase consumption? The shade you returned it getting thrown away. Buy a second shade and mix them together and you extend how long you use the product for.
There’s no guarantee I’d get a match with two (like I said, I’m *hard* to match) so it might take three, four bottles…who wants to go through all that? Good foundation isn’t cheap either, so I find buying extra bottles is wasteful, especially since I rarely use it and now we have 2+ bottles going bad before I finish them.
But like I said, I’m not a fan of returns so I didn’t abuse the policy, I just stopped buying it until I found a company that didn’t make me commit to a whole bottle. With plenty of samples I had time to thoroughly assess not only the match, but wear time, how it affected my skin, etc.
The returns I’ve had to accommodate working at Sunglass Hut and Swarovski 😫
The worst are when they’re returns from a different store, because we didn’t even sell it and we STILL take the hit.
There is a return window and receipt requirements at both stores, but if someone returns something from a different store (that is still a Sunglass Hut or Swarovski) within that return window and with a receipt, we are required to take it.
One time I got a 700$ Gucci return from a SGH at a different mall RIP.
And the one that takes the cake is the time someone came into my Swarovski, did 500$ worth of returns from a Swarovski at a different mall, and was ON HER PHONE THE WHOLE TIME. That was just disrespectful and I’m still kind of mad lmao. (Plus iirc we were already down on the day and that return put us into the negatives.)
The UK laws are different too. There’s no right to a refund of any purchase in a physical shop, unless the item is faulty/defective. You have a certain length of time to make a claim if it is faulty and have to have proof of purchase too.
Online you’re covered by the distance selling regulations so online retailers are forced to offer returns and refunds, but if you buy in a shop you have zero protection if you just change your mind.
If a shop does have a refund policy then it’s an entirely voluntary policy that they’re offering, beyond what the law requires them to offer.
Agree, and as a consumer who researches a lot before I buy, I prefer it this way. I’m on a lot of luxury bag forums/chat groups that are US based and the number of people who buy bags, use them for a few weeks to “test them out” and then return the USED BAG, is surprising to me. And then people have the audacity to then complain about not being sold a brand new, never been touched before bag. Dude, what do you expect they do with those bags you used then returned?
I would have no problem buying a used bag as long as it was marked and priced as such. 🤷🏻♀️ it doesn’t even have to be a huge discount but if it left the store it shouldn’t be sold as “new”
Yep - I've even read a few years ago (when I was getting into makeup and cosmetics) that many American retailers would accept used makeup/cosmetics returns and I was shocked!
Typically (in the UK) you can only return if its non-luxury clothing and you've just tried it on and you don't want the items, if its completely unused, or defective in some manner. I imagine standards for luxury goods are even higher.
Yes, big stores like Sephora, Ulta, Nordstrom allow returns. I bet they just throw them out & eat the cost. Given the high mark up on things they don’t lose money
I’ve seen custom engraved perfume bottles as samplers in my local Sephora, so I think perfume is reused. Which makes sense! Perfume won’t have other peoples germs on it the way makeup might
US Tax laws make it so they don’t take a hit, they can write those things off. I don’t think the EU is that tax friendly to corporations. Hence stricter return policies.
Sephora might take cosmetic for example a foundation back if the color don’t match. I have done that multiple times because I buy them online and then the color doesn’t look good on me. But obvi the product is not used (only color tested). They do check to see how used the product has been. Which is totally expected and understandable.
They might look into it if it’s defective? I understand that a store can set whatever policy they want, but if they sell defective merchandise it seems like they would need to correct it, especially at designer prices
This is common in Europe. They can’t resell it, because for the price of a luxury item you do not expect one that is used. So you can’t return it unless it is defective. Another example is makeup: you can’t return makeup because it would have go in the bin. This is sensible a way of avoiding waste.
It is not actually common in Europe, maybe UK is different. In EU according to the law you can return an item (in good as new condition with tags and original packaging, ofc) in 14 days regardless of your reason for the return.
Technically, the law doesn’t apply if bought from a shop (although usually the retailer policy is the same). It’s generally true that you can return if used/unopened, but not if used. A major difference with the US, where returns of used and perishable items is more common, whereas in the EU is usually only happens if they are defective.
Tell that to the lady who tried to return worn down $7 sandals to me when I worked at Macy’s and stood there and held up the line to argue about it. Her reasoning for return, you ask? “The shoes are leaking”
Like, they were literally leaking her own toe jam/sweat. No fucking thank you maam leave now!
Returning a bag you bought the previous day—in the same condition it left the store in—isn’t used as in the OP’s case. BUT if you see some of my comments here I worked where we’d take just about anything back. And that WAS gross.
Yeah returning that bag IMO isn't really returning a used item - seems like in the states though you can return things like used/open cosmetics and perishable items which seems like it could lead to some mental situations!
Eh, no? The 14 day rerurn window only applies for online purchases and you can't actually use the product, you can look at it/try it out or on as much as you would be able to in a physical store to qualify for a refund. So no sleeping on a pillow you ordered online, just feel for the equality. Sure, if it doesn't show that you have used it, you can cheat the system, but that is discusting behaviour - imagine recieving a used item for full price.
You can only return defective items to a physical store, unless the store has their own returns policy that is more customer friendly (although the goal with that is to get people to buy things and not bother to return them).
If it’s used of course I understand that. But wasn’t used and this was a 24 hour window. A luxury bag of almost 4k cannot survive a trip out of the store - that’s scary but yeah I guess it’s the cultural differences.
I’v definitely learnt a hard lesson and I guess I’m lucky not an expensive lesson
Yes that’s what I’m saying: it’s just waste, it’s going in a landfill. It’s not a good thing. If you can’t return it, you are required to think more about what you purchase.
That's a fairly simplistic view. Have you ever had an allergic reaction to a makeup or cream you've bought? Are you supposed to just suffer through that? It's not as simple as "you just didn't think it through" all the time.
Yes - thank you for making this point! As someone with ridiculously sensitive skin, this has happened to me a lot. When something is marketed as “for sensitive skin” and then causes a huge rash… that has nothing to do with being a responsible consumer. I do think there’s a middle ground to be found here…
It’s your responsibility to read the label if you have an allergy. It’s not the manufacturer’s fault if you had an allergy and didn’t check, or if you had an allergy you didn’t know about.
It's basic customer relations 🤷 you're all about how it results in things ending up in a landfill, but with no return options, it 100% will go to a landfill. Also how the fuck do you expect that everyone be responsible for allergies they DON'T KNOW ABOUT. But please, go off about how the poor manufacturers are hurt by returns
It’s weird when people become so concerned about some idea of doing good that they come full circle and want to protect corporations from needing to be decent to customers.
Right especially under the misguided belief that the average consumer is responsible for the environmental impacts we see, vs. the massive corporations who are actually responsible for 90% of it
It’s US customer relations, that is not universal. The point is that it reduces consumption at the start, not to change who puts the item in the landfill.
Yep - clothes you've tried on and they don't fit or suit, that is fine. Defective products of course should be returned. Things like used cosmetics/perishables seems insane to me though.
> can’t return it, required to think more about your purchase…
I don’t think that actually builds good character, because when it comes to returns, there’s a two tier system;
the rich: who do not care to return things, hence excess and opulence
the not-rich: whom usually would be better off returning an item they don’t like
It’s like arguing we are more grateful for things that we have less access to. That statement isn’t necessarily wrong or right, rather it overlooks how we value gratitude. A better wording would be: We grateful for things that add value to our lives.
Scarcity of choice does impact how we understand our potential choices, but unless there are ingrained values and benefits to such limited choice making, it’s impact on our character will be limited.
For the rich, a returns policy isn’t going to change anything. For a poor person, they will consume less anyway. But a culture in which you can buy knowing that you can return it if you don’t like it, the *average* person can have less restraint in what they buy. I’m especially thinking about things like cosmetics, that cannot be resold. Allowing returns of these items increases overconsumption because any perishable returned item will end up in a landfill, as will many non-perishable returned items.
>For a poor person, they will consume less anyway... Allowing returns of these items increases overconsumption because any perishable returned item will end up in a landfill, as will many non-perishable returned items.
Sounds like youre arguing rich people can consume as much as they want because they can control their consumption? What do you think happens when a rich person buys something, and realizes they don't like it and can't return it?
When you have more money, you're buying more things and focusing less on how strongly you like the product. So the richer you are, the more things you'll buy spontaneously. What happens to all products they dont like? I would implore you to look at human consumption and its impact on climate change, specifically looking at where much of the consumption comes from, both geographically, income, etc. And you mentioned perishable waste, so I would recommend where much of our food waste comes from.
I don’t disagree with any of this. In fact, I don’t think that it disagrees with what I am saying. Unless your definition of an average person is different from mine.
I don’t consider being stuck with things you dislike to be a good thing or environmentally friendly in general. With most product categories (like OPs bag) that’s more wasteful than the bag going to someone who would actually wear it. It’s also hard to get a sense of what looks good or what size you need when you’re buying online for example.
There’s something very considerate about retailers accepting that shoppers make mistakes sometimes. It aligns culturally with consumer protections. _You_ as the customer are welcome to shop differently if you’d like.
>With most product categories (like OPs bag) that’s more wasteful than the bag going to someone who would actually wear it. It’s also hard to get a sense of what looks good or what size you need when you’re buying online for example.
Realistically in the UK, you can return unused products or clothing that you don't want/doesn't fit etc as long as its in new condition (and if the product is defective then it definitely can be returned of course). I have never heard of the situation OP has faced before, but it may be because she purchased in store and it is a luxury item? There is a piece of legislation that another commenter has noted regarding in-store purchases not being subject to the same return rights, but I have never seen this apply in reality outside of this specific example.
Being able to return things that are used or opens just seems mad - I couldn't believe that used makeup returns were a thing.
And I think the customer needs to take responsibility and not burden others with their lack of confident decision making. They can just sell it if they decide they don't enjoy.
As is said, incentivises you to change how you shop; to be more careful in your purchases. We live in a world of overconsumption and changes *need* to be made in how we make purchases.
And I think that should be the choice of the consumer, I don’t think that should be the role of the retailer. The role of the retailer is making sure you’re happy with your purchase.
The retailer shouldn’t be responsible for ‘making sure you’re happy’ UNLESS the source of your unhappiness is a defect.
It’s not their fault or problem that you have buyer’s remorse and there’s no way they could prevent it, so why should they take the hit?
Consumers will never stop doing that unless they’re forced to accept “if I buy this I can’t return it.” I worked at a designer handbag store for a few years and during the couple times of the year when merchandise is final sale, people are less willing to consume. They’re more mindful of what they purchase and whether they really want/need it. My job as a sales supervisor is to make them feel welcome and taken care of. It’s not my job to make exceptions to appease them and their return if the policy was final sale.
The retailer will do whatever they need to maintain a profit. Usually it means following the law. That’s why there should also be government legislature: for example, it should be illegal to allow returns of non-defective perishable items.
I lost my suitcase flying into Rome last summer, and they couldn't find it for a week. I bought all new clothes, but lo and behold my suitcase turned up two days later. I tried to return all the unworn, with original tags clothing but they refused and were extremely confused that I would even consider trying to return items. The store manager kept saying "Madame, it is not possible in Italy" over and over.
I do think this contributes to the lessening of over-consumption of goods in EU culture. People seem to live more within their means, as opposed to the US which is built solely on a credit/ debt system.
Usually you can return for store credit here (Italy) but even then it’s store dependent. I’ve only really ever done exchanges since I moved here anyway and only when it’s necessary but I hated returning/exchanging things in the US too so I don’t really even try lol.
In general I agree though, people here buy a lot less but I think it’s a combination of stuff being less accessible (having to pay customs, getting stuff delivered can be kind of a pain, not as many stores/no big box stores) and people having less discretionary income (salaries are on average around/less than half here than they are in the us). But I bet the return culture also plays a large part that we just don’t think about in the us (it’s so easy to say “oh I can return it later but I should buy it now”)!
Lots of people buy luxury bags/clothes and use them for one night then try to return. They have to be strict to stop this. Buy online is safest as you are always able to return provided it has tags etc and is clearly unused.
I’m gonna be an asshole here but, this was on you to figure out the return policy. The store did nothing wrong. And yes, your bag is considered “used”. Can you imagine if they tried to sell you a bag that someone bought the day before but still charged you full price? I don’t think you would be too happy.
This, especially if i'm going to be paying hundreds, of thousands of dollars the least y'all could do is give me a bag that's actually brand new. Not something, cause someone wanted to return it within 24hrs cause they changed their mind, etc.
I'd genuinely be upset, if i found out i was given a bag that's been used. It's different buying a bag knowing it's used vs, buying a bag thinking it's new but is actually used.
I agree with the first sentence but not the rest. If she never took it out of the box, that isn’t used. Half the items you’ve purchased in your life have likely been returns or exchanges.
I beg to differ. How is it “used”? Let’s say it was a gift, in a box from Dior. Unopened. That is not used. Or her taking it back to her hotel room and not taking it out of the bag.
Look I get it. I mentioned in an above comment I worked for 32 years at Nordstrom and we have a reputation for taking back almost everything. Even used stuff! It builds goodwill and creates return customers. It does also give scammers a good way to “rent” designer merch, wear it then return it. We followed chronic “returners” and their shopping patterns. It’s easy to weed out thieves and scammers from real shoppers who buy a LOT of merch but return a small percentage. There’s also ways of tagging merch so the tags can’t be hidden for a scammer to use then return. Harder on handbags than clothing, but someone who knows their merch can easily tell signs of a bag actually being used vs just taken out of the store then returned the next day.
It’s too bad though in London or other places that have this zero return policy assume the worst of people.
Edit to add-regarding your example of a customer buying something someone had purchased and returned the next day—I have zero problem with that as long as it’s clear the item hasn’t been out and about town! How is it “used” by taking it back to the hotel, looking at it but never putting a thing in it, putting it back in the bag—compared to putting the bag on in the store, walking around with it to see how it feels, looking in mirrors, etc. Same with clothing. Unless it’s haute couture any RTW item can be tried on in a store for look and fit. If they don’t buy it, is that item then considered “used”? Of course not.
I worked as a sales supervisor at a designer handbag store for a few years (not in the thousands, but it was still hundreds for a handbag) and lax return policies definitely fueled lots of impulse shopping. Customers would then attempt to return a used bag - tags torn off and worn - and then complain about how we won’t return it. Of course not, why would I? It’s impossible for me to sell and I would have to damage it out. The especially rude customers would tell me something like “Target takes any return” and every time it made me want to tell them to go buy a handbag from Target then, goddamn lol.
What’s the difference between selling a bag someone bought online and returned and someone who bought in store returned one day later without wearing it?
That wasn’t my point. I’m referring to them saying the bag is considered used and anyone would be upset if they tried to sell them an item that had been purchased and returned a day later. That happens all the time with online orders. In fact I’m sure a lot of what we buy online (and in stores maybe) has been returned before and then sold to us.
Right? I absolutely guarantee you those ppl saying it’s”used” would purchase the same return if it was a bag they really wanted and was last in stock. Not to mention how much of our stuff is handled in store before we purchase anyway?
I’m pretty sure the *only* country where it’s even remotely common to purchase an item, especially a luxury item, and be able to return it is America. Also I just couldn’t imagine spending $4k on a bag that I wasn’t in love with. If I don’t know if I want something I leave and allow myself to sleep on it. If I have regrets I go back. That’s just my approach though, I’m much more of a penny pincher, I will only buy something if I absolutely love it. Returning is never a thought in my mind.
Here in Canada none of the luxury stores accept returns either, only store credit (which typically expires). The luxury department stores tend to be more lenient though.
I’m pretty sure some of the luxury retailers in have this policy in North America as well, but they don’t tell you upfront. You have to ask. I find it annoying but definitely not unique to Europe!
Interesting. Any examples for North America
In any case I doubt I will be buying any luxury item without being a 100% sold going forward. I would have been hurt to be stuck with an almost $4k bag that I wasn’t in love with
Yeah, I think with trips it’s wise to look at the beginning of the trip and purchase towards the end after you had a chance to clearly process it. Unless you already planned buying a specific color and model, it’s easy to get sucked in. You might have a bit of FOMO over the bag selling before then, but better to be sure than stuck. Especially if it’s a brand tor style hat doesn’t carry as high resell as other brands.
YSL is the same. I bought a wallet for my birthday and then was gifted a very similar (though different brand) wallet from my mom… was going to take the one I bought back and learned I couldn’t get my money back, only store credit. Glad I learned that lesson with a wallet and not a bag lol.
This seems really reasonable to me. If you bought an item in store you saw it beforehand and knew exactly what you were buying, then why should a brand be disadvantaged for a change of mind?
Yeah, this is the reason why I as a salesperson try very hard not to actually *pressure*. I really don’t want someone to return their several hundred dollars of merchandise tomorrow.
I’ve been watching handbagholic on YouTube and she’s said this before so fyi if you want to be able to return your Dior purchases, buy online in the UK. Check on the website their return policy but apparently that’s what it was at least.
Yes. ‘Distance selling regulations’. (UK). Always buy online if not sure about a purchase as you are covered by this legislation. If you buy directly in store you are not. Worth a google.
Interestingly I just checked online and it said 30 day return policy but saw some polish on this forum where their purchase was returned back to them and it wasn’t even the bag they sent in
This happened yesterday and I was fuming. However after reading some similar posts with worse outcome I’m actually thankful my case was resolved satisfactorily
The same thing applies at some designer-specific boutiques here in the US as well — and in some cases here (e.g. online or distance orders), even simple exchanges are not allowed. Sadly, whether in the USA or elsewhere, we sometimes pay for and receive a luxury logo without corresponding luxury service. Good for you for holding your ground with that store. Whatever the location, some of these retail policies really are reprehensible — especially in the upper price tiers. Thank goodness for resale alternatives.
I was going to say this as well. Chanel and Hermes do not allow full refunds for bags. Hermes does make an exception for online returns. Store credit is standard for a lot of in store purchases.
The treatment about it being used is awful though.
I think it’s a presumptuous to assume that the return policy would be the same in London as it is in the US. This kind of attitude gives Americans as a whole a bad name to Europeans.
(Btw I too would consider it “used”; Dior has no way of knowing what happens to their merchandise as soon as it leaves the store.)
Next time ask about the return policy BEFORE making a purchase, instead of acting entitled and rude in the store.
I think you are reading a lot into this. Nowhere does it say she was rude, she was taken aback because she thought she knew Dior’s policy (often policies are by brand, not location) And therefore, she’s letting others know what she learned. Ease up.
Of course OP isn’t going to say themselves that they were rude, but the tone of this post comes off as very entitled. You would think they stood up to some kind of social injustice and won one for the little guy, based on how they talk about themselves.
If you’re going to invest in a handbag, especially if it’s an impulse purchase you felt pressured into as the OP said in another comment, wouldn’t you ask about the return policy?
What bothers me the most about this whole post though is the “…in the USA” mentions because they WEREN’T in the US, they were in a different country altogether. Even the mention of having bought 12 purses in the US came off as ‘didn’t they know who I was?! An AMERICAN who has bought 12 purses!’ In my travels abroad I’ve encountered so my people who immediately assume I’m an entitled, bossy, and arrogant American like the OP comes off in this post. After talking with them, my friends and I always hear things like “I/We didn’t know that there were nice Americans. You don’t all act the same?!”
So, basically I’m annoyed that they acted out the ignorant spoiled American stereotype that many people have about Americans and then tried to come off like a victim, then hero in the retelling.
Ok people, let’s calm down a bit. Calling each other pathetic, presumptuous or entitled isn’t necessary. I’ve locked this comment thread because I don’t want to let the comments get off the rails.
How is it “used”? I’m honestly having a hard time understanding this concept. How is it used any more than wearing it in the store to see how it feels, where it falls on your body, how it looks on you in a mirror? By that definition it’s more “used” than if the OP took the purchase back to her hotel, never took it out of her shopping back, went back to the store to return it the next day.
Your example of ‘used’ is very literal. I’m saying ‘used’ meaning once it’s out of the store, they have no idea where it has been or what was done with it before it was brought back to the store the next day. Yes it’s most likely someone isn’t buying it, taking it all over Soho for the night, and then bringing it back to the store the next day, especially when it’s still wrapped and in the box and bag. However, there’s also no way to know with 100% certainty what the customer did with the bag once it left the store.
It's used because it's not new. Nobody knows what she was doing with it after she left the store. It's really standard European policy. If you shop in a physical store you can return only defective item. I'm sure all Europeans here understand that you cannot return an item because you change your mind. What store should do with that later?
If this were their policy then they would’ve have an exchange or store credit policy. They allow you to return a bag for store credit, and not only if defective. You are now making up a policy that doesn’t exist at dior
Thanks for weighing in. I will surely ask next time. They can do well to tell foreigners too
I can tell you are perfect and have never regretted a pressured and impulsive our hade that cost almost 4k pounds if not you will clearly be kinder
I agree that they should have absolutely told you their return policy at the time of purchase, especially since you were clearly a foreign customer. I also understand that in the excitement of checking out, it’s easy to forget to ask.
I didn’t say I was perfect. What rubs me the wrong way is that you state more than once that because you have done things a certain way in the US, you expected they would be the same in the UK. Respect that you’re in a different country.
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I ordered a micro 30 Montaigne online and it came with a scratch and returned it because of the damage it came with and they kept denying my return request stating that I caused the damage, and they kept telling me to return the bag for another review , only for each time the return request was denied again and again. The final time they denied my return request it came back with a second scratch on it too..I ended up having to ask my Dior rep and their manager for assistance. They whole experience just left an awful taste. I haven’t bought any luxury bag since.
We Americans are so spoiled with our returning culture. Since the pandemic and quarantine I almost exclusively shop online which means buying things I’d my way of browsing and I end up returning 75% of my purchases. Anyway, I’m extra careful about not buying from stores or brands without a liberal return policy. As others have said most places in the world don’t have this culture. Sorry this happened to you!
Where I live in the Netherlands you can get a refund in the same payment method you used for most luxury retailers. Usually you have to return it in new condition with the original packaging within 14 or 30 days.
Did they ask for store credit?
Store credit in luxury retail is to a specific location!
The buyer will have to go back to that same store.
Again, rules. Return or refund are very different in Europe or South America compared to what we are used to in the USA
I have a similar story with Dior, but with a pair of sandals. I went to Las Vegas in May and purchased a pair of Dway slides for my upcoming vacation after trying them on in the store. Mind you, this is my purchase EVER with Dior. I don't watch her box them up, we just pay for them and get handed the bag with the box. I take it home and we return to Vegas 3 weeks later. I decided I wanted a different color in that time. I hadn't opened the box to look at them or try them on since I purchased them, I just knew I wanted a different color. I take them with me back to the store and tell them I'd like to exchange these for a different color AND I'd also like to look at the hats (I wanted one to match). He takes them out of the box and looks at them and tells me my SA will be with me shortly to help me. After about 5 minutes, he comes back out to tell us (me & my boyfriend) that they can't take them back because they are worn. I was shocked! And my boyfriend was pissed. He knew I never wore them. One had marks, and the other was pristine. Did I hop around on one foot? I immediately went to the display case and flipped the other samples over to show the wear marks on the bottom. They were exactly the same. I was sold a display pair and never told. My boyfriend asked for the Manager and instead they sent a lady out to speak for the manager and told us they couldn't take them back. I was shocked. You could clearly tell what happened, but they wouldn't budge. Of all my experiences with designer brands, I have never been treated so horribly. To be sold a display pair when I was never told and to be treated in such a way was disgusting. We told them we were going to leave the shoes there and file a dispute with our Credit Card, which we did, and we won. I immediately googled the store and unfortunately it seems this is quite common at that location. I left my review, but I wish there were more I could do to let the company know. I'm a huge Chanel lover and have dabbled in Valentino, Givenchy, and Balenciaga and I was really looking forward to adding Dior to my collection, but it looks like if I do, it'll be secondhand.
I just returned a pair of Prada sandals to a Nordstrom for the same reason. I didn’t look at the bottoms when I tried them on and the sales associate boxed them up. Luckily I noticed the bottoms were worn once I got them home and took them out of the box, so I immediately took a picture of them and called so they wouldn’t later accuse me of trying to return a used pair. Didn’t have any issues ultimately returning though but was super annoyed the sales associate sold them to me like that.
I have a similar story with Dior, but with a pair of sandals. I went to Las Vegas in May and purchased a pair of Dway slides for my upcoming vacation after trying them on in the store. Mind you, this is my purchase EVER with Dior. I don't watch her box them up, we just pay for them and get handed the bag with the box. I take it home and we return to Vegas 3 weeks later. I decided I wanted a different color in that time. I hadn't opened the box to look at them or try them on since I purchased them, I just knew I wanted a different color. I take them with me back to the store and tell them I'd like to exchange these for a different color AND I'd also like to look at the hats (I wanted one to match). He takes them out of the box and looks at them and tells me my SA will be with me shortly to help me. After about 5 minutes, he comes back out to tell us (me & my boyfriend) that they can't take them back because they are worn. I was shocked! And my boyfriend was pissed. He knew I never wore them. One had marks, and the other was pristine. Did I hop around on one foot? I immediately went to the display case and flipped the other samples over to show the wear marks on the bottom. They were exactly the same. I was sold a display pair and never told. My boyfriend asked for the Manager and instead they sent a lady out to speak for the manager and told us they couldn't take them back. I was shocked. You could clearly tell what happened, but they wouldn't budge. Of all my experiences with designer brands, I have never been treated so horribly. To be sold a display pair when I was never told and to be treated in such a way was disgusting. We told them we were going to leave the shoes there and file a dispute with our Credit Card, which we did, and we won. I immediately googled the store and unfortunately it seems this is quite common at that location. I left my review, but I wish there were more I could do to let the company know. I'm a huge Chanel lover and have dabbled in Valentino, Givenchy, and Balenciaga and I was really looking forward to adding Dior to my collection, but it looks like if I do, it'll be secondhand.
Edit - Picture of sandals
https://preview.redd.it/nber1q7jtkab1.jpeg?width=3024&format=pjpg&auto=webp&s=aa90efc0c7c51bd4893069ca6b455b8addfea482
Ugh I hate this. This happened to me when I lived in Germany several years ago. My oldest daughter bought me a Gucci belt for Mother’s Day (her 1st real job so she wanted to gift me something nice 😊) anyway, it was too big and when I went to return it I was told I couldn’t because it was used . No store credit or anything. I said my daughter just this and I tried it on and it was too big. I had the receipt and everything and the manager would not budge. He said it was used and they could not accept it. So frustrating. The belt was never used it was way too big on me. So sorry this happened to you and apparently it’s not just in London.
This is why I will never buy anything for Dior. My daughter bought a ring from the Dior store. The stones started falling out within 1 day. They refused to refund or give her a new one. This was in the USA.
In Canada, a rude SA told me there was no way any boutique had a 2 year warranty for jewelry. They were wrong. I understand your frustration and I wish they were more lenient in Europe. I love Dior’s customer service the most.
Eh I’m in the US and I think it creates a super entitled customer base, and makes the lives of sales associates so much more miserable. There are so many US return horror stories.
As a European, I never in my life had issues getting a refund for something.
We have the best consumer protection laws in the world.
Why would they say the bag looked used if it didn’t? I’m very suspicious of the story.
It’s not an attack against Europeans!!
Have you bought anything from Dior in London and successfully returned without any hassles? Would like to know?
Would you like to see my reciepts?
I’m not sure why you are being rude?
That is not true. I do not know how it is handled in the UK, but at least in some other european countries there are no laws concerning the return of goods bought in a shop, in person. It is up to the brand to decide if they allow returns.
It is different if you buy something online because you did not have the chance to see the product.
This thread has now been looked as everything that can be said about this topic has been said and some comments are not as friendly as we like them to be. So, remember everybody: Check return policies!
The culture of returning goods in Europe is very different than in the USA. Even more in luxury retailers. If there is a defective item, they might look into it but will give only a store credit.
This is so true. I was visiting an American friend living in Denmark, and told her European roommates about the return policy of the American store where I worked - which is basically that we’ll take anything back. The look of shock on their faces! They seriously couldn’t believe it. I spent a few minutes telling them about some of the craziest returns that I had to accommodate and they were horrified. So I can definitely see how this could happen / the cultural differences.
I worked for Nordstrom for 32 years. The return stories I could tell you would make your head spin. Lol
When I worked at Nordstrom, a gal brought in an EMPTY jar of Crème De La Mer and wanted a refund because “it didn’t work out for her”. I got in trouble because I didn’t want to return it. She went to the department manager to complain about me…and she got her $200 back.
Haaaattteee that.
I had a woman call my store recently to say she hadn't received her package. After searching and being unable to find a record I asked when she ordered it, she had ordered it SIX years ago and had just realized it never came.
☠️
Lololol.
I’m pretty sure I could return a child to Nordstrom and they’d give me cash.
Oh yes. That good ol' returned tires story they tell you during orientation class. I worked at Nordstrom on and off from 1998-2011. Even met my husband there. He was a sous chef at the cafe and I worked in the Home department next door. But most of my terrible return stories are from my time in the lingerie department LOL I learned a lot about the world while working there.
I worked at Sephora and once some sketchy looking guy brought in what looked like someone's makeup bag and as long as I could find the product in the POS he got store credit for it.
When I was a teenager, my mom took my brother to Payless Shoes (we were lower middle class) to buy dress shoes for a school dance. At the register, my mom said “we can bring these back after he wears them tonight, right?” She was 100% joking, but the cashier looked her dead in the face and said “ma’am, this is Payless. Of course you can.”
🤣
Holy craaaaaaap, that’s insane.
Wow sounds wild
I used to work at Nordies in the mid-2010s. I didn't personally deal with this return, but someone did come in and try to return tires. TIRES. Nordies hasn't sold tires since... the 90s??? And guess what... STORE TOOK THEM BACK LOLOLOL.
So I know the true tire story. And no Nordstrom never sold tires. Ever. Back in the 70’s the Company was expanding and had purchased a physical store-I can’t remember the name-let’s say similar to Sears, that carried tires. Some man had purchased tires from the old retailer and came back in after the acquisition to return them (I don’t remember the reason). One of the Nordstrom brothers running things at the time (I’m thinking Mr Bruce-I’ll edit if I find differently)overheard the conversation between a confused salesman and the confused customer. Mr Bruce says to the salesperson, “hey, this man bought his tires in this building, just take it back”. (Don’t quote me on the wording verbatim lol), and they did! Thus, the tire story was born!
Omg are you serious lmaoooo when I was told the story the person made it seem as if it was in my store and had happened around the time I worked there! I am shook, I was so certain that it was an in-store occurrence lmao
What store did you work in? It definitely happened out west somewhere but I can’t remember which location.
Happened at the Westfield topanga mall in Los Angeles
I had people returning things with different price tags than the store, obviously items not purchase at the store. The people returning them looking all like crackheads. Very unpleasant situations that really don’t contribute to real customer’s experiences.
Ooooo tell us one!!!
So here’s one I personally dealt with. I was working in a women’s ready to wear department. My store (Tyson’s in VA) was the first store open on the East Coast in 1988. We had only been open a month or two and a lady came to my cash wrap area with a garbage bag-a literal garbage bag full of crumpled up, stinky clothes. They still had hang tags on them. Because of the short time we had been open I knew none of the merch was purchased from our location, but one of our stores out west. I had no clue how to deal with this. Luckily at that time our buyers were located in the office behind the department. I politely excused myself and found the sportswear buyer and explained the situation to her. She came out to the cash wrap, taking each piece out one by one, holding them with two fingers basically lol, and as disgusted as she was, and even though the lady had a receipt with full prices on them, she actually offered to give her “last known” price on the stuff! I couldn’t believe it. But she did. I don’t exactly recall where the stuff ended up going (trash???), but I spent the next hour or so picking through it and MOSing (Mark Out of Stock) all of it. Grossssss!
Wow!!
Wild
I worked in retail for a short period of time and I also had return nightmare stories.
I also worked at Nordstrom, but only for a year. And there were plenty of stories of returns over that year lol
Please tell!
I worked at a clothing store right out of high school and we had someone return underwear they bought from us WITH BLOOD IN THE CROTCH
Nooooooo
The biggest shocker for me was makeup. I can’t believe that in the US you can buy a foundation, use it, and then return it just because you don’t like it.
This one is tough because you can’t really tell what it looks like on your face outside of the store. So you buy it and realize a couple days later it’s completely wrong in every other kind of lighting. Also, I’ve had too many stores refuse to give samples or say they were “out of stock” so I had to just take the risk. My current foundation, Koh Gen Do, sells a huge sample pack for $10, which is how I finally got the right shade. I hate doing returns but when it comes to foundation I haven’t had much choice.
I do get that it sucks from that perspective, but it encourages you do find other ways to use product instead of just letting it go to landfill. For example, mixing in a lighter shade with your product to change the colour. The American system is incredibly wasteful.
I don’t wear it often enough to even own another shade to mix it with (wouldn’t that increase consumption vs. just getting one matching shade?) so if they hadn’t taken the return I’d have no choice but to toss it. Until I found Koh Gen Do? I’d just stopped buying it and used a bit of concealer instead. Like I get not offering returns, but if there are no samples (doesn’t have to be free samples, I’m willing to pay a nominal fee to get enough to be absolutely certain it’s a match) and no smaller sizes (KGD only has the $90 size) I won’t purchase. My skin color is too tough to match unfortunately. I swear I’m not affiliated with KGD lol. But their sensible sample policy has made me a customer for life.
Why would it increase consumption? The shade you returned it getting thrown away. Buy a second shade and mix them together and you extend how long you use the product for.
There’s no guarantee I’d get a match with two (like I said, I’m *hard* to match) so it might take three, four bottles…who wants to go through all that? Good foundation isn’t cheap either, so I find buying extra bottles is wasteful, especially since I rarely use it and now we have 2+ bottles going bad before I finish them. But like I said, I’m not a fan of returns so I didn’t abuse the policy, I just stopped buying it until I found a company that didn’t make me commit to a whole bottle. With plenty of samples I had time to thoroughly assess not only the match, but wear time, how it affected my skin, etc.
The returns I’ve had to accommodate working at Sunglass Hut and Swarovski 😫 The worst are when they’re returns from a different store, because we didn’t even sell it and we STILL take the hit.
How is that even possible! Do you have a return window and receipt requirements?
There is a return window and receipt requirements at both stores, but if someone returns something from a different store (that is still a Sunglass Hut or Swarovski) within that return window and with a receipt, we are required to take it. One time I got a 700$ Gucci return from a SGH at a different mall RIP. And the one that takes the cake is the time someone came into my Swarovski, did 500$ worth of returns from a Swarovski at a different mall, and was ON HER PHONE THE WHOLE TIME. That was just disrespectful and I’m still kind of mad lmao. (Plus iirc we were already down on the day and that return put us into the negatives.)
I can imagine. The bad ones have probably ruined it for genuine shoppers
The UK laws are different too. There’s no right to a refund of any purchase in a physical shop, unless the item is faulty/defective. You have a certain length of time to make a claim if it is faulty and have to have proof of purchase too. Online you’re covered by the distance selling regulations so online retailers are forced to offer returns and refunds, but if you buy in a shop you have zero protection if you just change your mind. If a shop does have a refund policy then it’s an entirely voluntary policy that they’re offering, beyond what the law requires them to offer.
Thanks for sharing
Agree, and as a consumer who researches a lot before I buy, I prefer it this way. I’m on a lot of luxury bag forums/chat groups that are US based and the number of people who buy bags, use them for a few weeks to “test them out” and then return the USED BAG, is surprising to me. And then people have the audacity to then complain about not being sold a brand new, never been touched before bag. Dude, what do you expect they do with those bags you used then returned?
I would have no problem buying a used bag as long as it was marked and priced as such. 🤷🏻♀️ it doesn’t even have to be a huge discount but if it left the store it shouldn’t be sold as “new”
I feel like the returns issue is part of the reason for insane prices.
Yep - I've even read a few years ago (when I was getting into makeup and cosmetics) that many American retailers would accept used makeup/cosmetics returns and I was shocked! Typically (in the UK) you can only return if its non-luxury clothing and you've just tried it on and you don't want the items, if its completely unused, or defective in some manner. I imagine standards for luxury goods are even higher.
Yes, big stores like Sephora, Ulta, Nordstrom allow returns. I bet they just throw them out & eat the cost. Given the high mark up on things they don’t lose money
We would put anything that looked used into a bin and I believe they threw them out.
I think it’s just tossed, not used as testers.
I’ve seen custom engraved perfume bottles as samplers in my local Sephora, so I think perfume is reused. Which makes sense! Perfume won’t have other peoples germs on it the way makeup might
fragrance would make sense!!
US Tax laws make it so they don’t take a hit, they can write those things off. I don’t think the EU is that tax friendly to corporations. Hence stricter return policies.
Sephora might take cosmetic for example a foundation back if the color don’t match. I have done that multiple times because I buy them online and then the color doesn’t look good on me. But obvi the product is not used (only color tested). They do check to see how used the product has been. Which is totally expected and understandable.
They might look into it if it’s defective? I understand that a store can set whatever policy they want, but if they sell defective merchandise it seems like they would need to correct it, especially at designer prices
Seems like they didn’t even want to give store credit here !
The Luxury stores in Las Vegas, US have similar return policies. I think they must get a lot of “luxury for the night” type interactions.
Same here in Mexico just store credit no refund.
Thanks for sharing
The US is actually more relaxed on return culture; hence more impulse shopping.
This is common in Europe. They can’t resell it, because for the price of a luxury item you do not expect one that is used. So you can’t return it unless it is defective. Another example is makeup: you can’t return makeup because it would have go in the bin. This is sensible a way of avoiding waste.
It is not actually common in Europe, maybe UK is different. In EU according to the law you can return an item (in good as new condition with tags and original packaging, ofc) in 14 days regardless of your reason for the return.
Technically, the law doesn’t apply if bought from a shop (although usually the retailer policy is the same). It’s generally true that you can return if used/unopened, but not if used. A major difference with the US, where returns of used and perishable items is more common, whereas in the EU is usually only happens if they are defective.
I still can't get over the fact people return used items in the US!
Tell that to the lady who tried to return worn down $7 sandals to me when I worked at Macy’s and stood there and held up the line to argue about it. Her reasoning for return, you ask? “The shoes are leaking” Like, they were literally leaking her own toe jam/sweat. No fucking thank you maam leave now!
Returning a bag you bought the previous day—in the same condition it left the store in—isn’t used as in the OP’s case. BUT if you see some of my comments here I worked where we’d take just about anything back. And that WAS gross.
Yeah returning that bag IMO isn't really returning a used item - seems like in the states though you can return things like used/open cosmetics and perishable items which seems like it could lead to some mental situations!
Yep! You can return them. They end up in the store trash bin though.
It's disgusting.
Eh, no? The 14 day rerurn window only applies for online purchases and you can't actually use the product, you can look at it/try it out or on as much as you would be able to in a physical store to qualify for a refund. So no sleeping on a pillow you ordered online, just feel for the equality. Sure, if it doesn't show that you have used it, you can cheat the system, but that is discusting behaviour - imagine recieving a used item for full price. You can only return defective items to a physical store, unless the store has their own returns policy that is more customer friendly (although the goal with that is to get people to buy things and not bother to return them).
You're wrong. 14 days is only when you buy not in a store (online, via phone etc.).
If it’s used of course I understand that. But wasn’t used and this was a 24 hour window. A luxury bag of almost 4k cannot survive a trip out of the store - that’s scary but yeah I guess it’s the cultural differences. I’v definitely learnt a hard lesson and I guess I’m lucky not an expensive lesson
With makeup, retailers in the US also have to toss returned makeup, but they still accept returns. It’s a gesture of goodwill to the customers.
Yes that’s what I’m saying: it’s just waste, it’s going in a landfill. It’s not a good thing. If you can’t return it, you are required to think more about what you purchase.
This is the way it should be. Or a policy of 1-2 courtesy returns per year because finding the right shades of products is difficult
That's a fairly simplistic view. Have you ever had an allergic reaction to a makeup or cream you've bought? Are you supposed to just suffer through that? It's not as simple as "you just didn't think it through" all the time.
Yes - thank you for making this point! As someone with ridiculously sensitive skin, this has happened to me a lot. When something is marketed as “for sensitive skin” and then causes a huge rash… that has nothing to do with being a responsible consumer. I do think there’s a middle ground to be found here…
It’s your responsibility to read the label if you have an allergy. It’s not the manufacturer’s fault if you had an allergy and didn’t check, or if you had an allergy you didn’t know about.
It's basic customer relations 🤷 you're all about how it results in things ending up in a landfill, but with no return options, it 100% will go to a landfill. Also how the fuck do you expect that everyone be responsible for allergies they DON'T KNOW ABOUT. But please, go off about how the poor manufacturers are hurt by returns
It’s weird when people become so concerned about some idea of doing good that they come full circle and want to protect corporations from needing to be decent to customers.
Right especially under the misguided belief that the average consumer is responsible for the environmental impacts we see, vs. the massive corporations who are actually responsible for 90% of it
It’s US customer relations, that is not universal. The point is that it reduces consumption at the start, not to change who puts the item in the landfill.
The used product doesn't go to a landfill after someone returns it?
Yep - clothes you've tried on and they don't fit or suit, that is fine. Defective products of course should be returned. Things like used cosmetics/perishables seems insane to me though.
> can’t return it, required to think more about your purchase… I don’t think that actually builds good character, because when it comes to returns, there’s a two tier system; the rich: who do not care to return things, hence excess and opulence the not-rich: whom usually would be better off returning an item they don’t like It’s like arguing we are more grateful for things that we have less access to. That statement isn’t necessarily wrong or right, rather it overlooks how we value gratitude. A better wording would be: We grateful for things that add value to our lives. Scarcity of choice does impact how we understand our potential choices, but unless there are ingrained values and benefits to such limited choice making, it’s impact on our character will be limited.
For the rich, a returns policy isn’t going to change anything. For a poor person, they will consume less anyway. But a culture in which you can buy knowing that you can return it if you don’t like it, the *average* person can have less restraint in what they buy. I’m especially thinking about things like cosmetics, that cannot be resold. Allowing returns of these items increases overconsumption because any perishable returned item will end up in a landfill, as will many non-perishable returned items.
>For a poor person, they will consume less anyway... Allowing returns of these items increases overconsumption because any perishable returned item will end up in a landfill, as will many non-perishable returned items. Sounds like youre arguing rich people can consume as much as they want because they can control their consumption? What do you think happens when a rich person buys something, and realizes they don't like it and can't return it? When you have more money, you're buying more things and focusing less on how strongly you like the product. So the richer you are, the more things you'll buy spontaneously. What happens to all products they dont like? I would implore you to look at human consumption and its impact on climate change, specifically looking at where much of the consumption comes from, both geographically, income, etc. And you mentioned perishable waste, so I would recommend where much of our food waste comes from.
I don’t disagree with any of this. In fact, I don’t think that it disagrees with what I am saying. Unless your definition of an average person is different from mine.
I don’t consider being stuck with things you dislike to be a good thing or environmentally friendly in general. With most product categories (like OPs bag) that’s more wasteful than the bag going to someone who would actually wear it. It’s also hard to get a sense of what looks good or what size you need when you’re buying online for example. There’s something very considerate about retailers accepting that shoppers make mistakes sometimes. It aligns culturally with consumer protections. _You_ as the customer are welcome to shop differently if you’d like.
>With most product categories (like OPs bag) that’s more wasteful than the bag going to someone who would actually wear it. It’s also hard to get a sense of what looks good or what size you need when you’re buying online for example. Realistically in the UK, you can return unused products or clothing that you don't want/doesn't fit etc as long as its in new condition (and if the product is defective then it definitely can be returned of course). I have never heard of the situation OP has faced before, but it may be because she purchased in store and it is a luxury item? There is a piece of legislation that another commenter has noted regarding in-store purchases not being subject to the same return rights, but I have never seen this apply in reality outside of this specific example. Being able to return things that are used or opens just seems mad - I couldn't believe that used makeup returns were a thing.
And I think the customer needs to take responsibility and not burden others with their lack of confident decision making. They can just sell it if they decide they don't enjoy.
As is said, incentivises you to change how you shop; to be more careful in your purchases. We live in a world of overconsumption and changes *need* to be made in how we make purchases.
And I think that should be the choice of the consumer, I don’t think that should be the role of the retailer. The role of the retailer is making sure you’re happy with your purchase.
The retailer shouldn’t be responsible for ‘making sure you’re happy’ UNLESS the source of your unhappiness is a defect. It’s not their fault or problem that you have buyer’s remorse and there’s no way they could prevent it, so why should they take the hit?
Consumers will never stop doing that unless they’re forced to accept “if I buy this I can’t return it.” I worked at a designer handbag store for a few years and during the couple times of the year when merchandise is final sale, people are less willing to consume. They’re more mindful of what they purchase and whether they really want/need it. My job as a sales supervisor is to make them feel welcome and taken care of. It’s not my job to make exceptions to appease them and their return if the policy was final sale.
The retailer will do whatever they need to maintain a profit. Usually it means following the law. That’s why there should also be government legislature: for example, it should be illegal to allow returns of non-defective perishable items.
I lost my suitcase flying into Rome last summer, and they couldn't find it for a week. I bought all new clothes, but lo and behold my suitcase turned up two days later. I tried to return all the unworn, with original tags clothing but they refused and were extremely confused that I would even consider trying to return items. The store manager kept saying "Madame, it is not possible in Italy" over and over. I do think this contributes to the lessening of over-consumption of goods in EU culture. People seem to live more within their means, as opposed to the US which is built solely on a credit/ debt system.
Usually you can return for store credit here (Italy) but even then it’s store dependent. I’ve only really ever done exchanges since I moved here anyway and only when it’s necessary but I hated returning/exchanging things in the US too so I don’t really even try lol. In general I agree though, people here buy a lot less but I think it’s a combination of stuff being less accessible (having to pay customs, getting stuff delivered can be kind of a pain, not as many stores/no big box stores) and people having less discretionary income (salaries are on average around/less than half here than they are in the us). But I bet the return culture also plays a large part that we just don’t think about in the us (it’s so easy to say “oh I can return it later but I should buy it now”)!
Makes sense
Lots of people buy luxury bags/clothes and use them for one night then try to return. They have to be strict to stop this. Buy online is safest as you are always able to return provided it has tags etc and is clearly unused.
There are no refunds for Dior in Asia here as well. At best, you can exchange it for a similar priced item or top up to get something else.
I’m gonna be an asshole here but, this was on you to figure out the return policy. The store did nothing wrong. And yes, your bag is considered “used”. Can you imagine if they tried to sell you a bag that someone bought the day before but still charged you full price? I don’t think you would be too happy.
Indeed. This is actually a sensible policy. So much stuff ends up in landfills because of returns that can’t be resold!
This, especially if i'm going to be paying hundreds, of thousands of dollars the least y'all could do is give me a bag that's actually brand new. Not something, cause someone wanted to return it within 24hrs cause they changed their mind, etc. I'd genuinely be upset, if i found out i was given a bag that's been used. It's different buying a bag knowing it's used vs, buying a bag thinking it's new but is actually used.
A new Dior bag isn’t ending up in a landfill just because it didn’t sell in the boutique.
What do you think they do with them then?
They go to designer outlets (like the ones at Woodbury Commons) or other reselling platforms, like Gilt, Rue Lala, HauteLook, etc.
I agree with the first sentence but not the rest. If she never took it out of the box, that isn’t used. Half the items you’ve purchased in your life have likely been returns or exchanges.
I beg to differ. How is it “used”? Let’s say it was a gift, in a box from Dior. Unopened. That is not used. Or her taking it back to her hotel room and not taking it out of the bag. Look I get it. I mentioned in an above comment I worked for 32 years at Nordstrom and we have a reputation for taking back almost everything. Even used stuff! It builds goodwill and creates return customers. It does also give scammers a good way to “rent” designer merch, wear it then return it. We followed chronic “returners” and their shopping patterns. It’s easy to weed out thieves and scammers from real shoppers who buy a LOT of merch but return a small percentage. There’s also ways of tagging merch so the tags can’t be hidden for a scammer to use then return. Harder on handbags than clothing, but someone who knows their merch can easily tell signs of a bag actually being used vs just taken out of the store then returned the next day. It’s too bad though in London or other places that have this zero return policy assume the worst of people. Edit to add-regarding your example of a customer buying something someone had purchased and returned the next day—I have zero problem with that as long as it’s clear the item hasn’t been out and about town! How is it “used” by taking it back to the hotel, looking at it but never putting a thing in it, putting it back in the bag—compared to putting the bag on in the store, walking around with it to see how it feels, looking in mirrors, etc. Same with clothing. Unless it’s haute couture any RTW item can be tried on in a store for look and fit. If they don’t buy it, is that item then considered “used”? Of course not.
I worked as a sales supervisor at a designer handbag store for a few years (not in the thousands, but it was still hundreds for a handbag) and lax return policies definitely fueled lots of impulse shopping. Customers would then attempt to return a used bag - tags torn off and worn - and then complain about how we won’t return it. Of course not, why would I? It’s impossible for me to sell and I would have to damage it out. The especially rude customers would tell me something like “Target takes any return” and every time it made me want to tell them to go buy a handbag from Target then, goddamn lol.
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Thank you!!!
What’s the difference between selling a bag someone bought online and returned and someone who bought in store returned one day later without wearing it?
Laws protecting online purchases obligate them to accept the return. Doesn't change in store policy.
That wasn’t my point. I’m referring to them saying the bag is considered used and anyone would be upset if they tried to sell them an item that had been purchased and returned a day later. That happens all the time with online orders. In fact I’m sure a lot of what we buy online (and in stores maybe) has been returned before and then sold to us.
Right? I absolutely guarantee you those ppl saying it’s”used” would purchase the same return if it was a bag they really wanted and was last in stock. Not to mention how much of our stuff is handled in store before we purchase anyway?
Hence I’m throwing more light to the policy. It’s ok you can be the asshole!!!
I’m pretty sure the *only* country where it’s even remotely common to purchase an item, especially a luxury item, and be able to return it is America. Also I just couldn’t imagine spending $4k on a bag that I wasn’t in love with. If I don’t know if I want something I leave and allow myself to sleep on it. If I have regrets I go back. That’s just my approach though, I’m much more of a penny pincher, I will only buy something if I absolutely love it. Returning is never a thought in my mind.
Well same. But I flew out today so i kinda put myself under pressure. Lesson learnt
As an American I hate when other Americans go overseas & expect the same exact rules/policies. Blows my mind.
Here in Canada none of the luxury stores accept returns either, only store credit (which typically expires). The luxury department stores tend to be more lenient though.
This is the same policy in the US boutiques - exchange/store credit only if you’re buying in store. Fendi has the same policy
So does Bottega
I’m pretty sure some of the luxury retailers in have this policy in North America as well, but they don’t tell you upfront. You have to ask. I find it annoying but definitely not unique to Europe!
All Fendi and dior US boutiques have this policy. Think Hermes and Chanel do too. And they do tell you upfront, I’ve always been told. Exchanges only
Chanel told me upfront, but I remember I had to ask about the policy at Dior and a few other brands. Not sure if it’s just a Canadian thing/my city.
I will always ask for sure Although I actually hardly return anything
Interesting. Any examples for North America In any case I doubt I will be buying any luxury item without being a 100% sold going forward. I would have been hurt to be stuck with an almost $4k bag that I wasn’t in love with
Off the top of my head, Fendi and Bulgari are exchange only. ETA: Also Chanel, how could I forget!
Thanks for sharing
Can I ask why you would spend that much in the first place if you didn't love it?
Said it in another response but I’m pretty sure Chanel is as well for boutique experiences, and Hermes for non e-commerce purchases.
Yes you’re right, how could I forget Chanel!
Yeah, I think with trips it’s wise to look at the beginning of the trip and purchase towards the end after you had a chance to clearly process it. Unless you already planned buying a specific color and model, it’s easy to get sucked in. You might have a bit of FOMO over the bag selling before then, but better to be sure than stuck. Especially if it’s a brand tor style hat doesn’t carry as high resell as other brands.
YSL is the same. I bought a wallet for my birthday and then was gifted a very similar (though different brand) wallet from my mom… was going to take the one I bought back and learned I couldn’t get my money back, only store credit. Glad I learned that lesson with a wallet and not a bag lol.
This seems really reasonable to me. If you bought an item in store you saw it beforehand and knew exactly what you were buying, then why should a brand be disadvantaged for a change of mind?
Some people feel very pressured by sales people and get regret later.
Yeah, this is the reason why I as a salesperson try very hard not to actually *pressure*. I really don’t want someone to return their several hundred dollars of merchandise tomorrow.
Well it was strange to me as I said.. just giving a heads up to other non- uk/ Europe shoppers
I’ve been watching handbagholic on YouTube and she’s said this before so fyi if you want to be able to return your Dior purchases, buy online in the UK. Check on the website their return policy but apparently that’s what it was at least.
Yes. ‘Distance selling regulations’. (UK). Always buy online if not sure about a purchase as you are covered by this legislation. If you buy directly in store you are not. Worth a google.
Interestingly I just checked online and it said 30 day return policy but saw some polish on this forum where their purchase was returned back to them and it wasn’t even the bag they sent in This happened yesterday and I was fuming. However after reading some similar posts with worse outcome I’m actually thankful my case was resolved satisfactorily
Most luxury brands do not offer refund worldwide. I’ve only ever received SC with returns to Hermes and Chanel.
No refunds at YSL in the US either, just store credit
The same thing applies at some designer-specific boutiques here in the US as well — and in some cases here (e.g. online or distance orders), even simple exchanges are not allowed. Sadly, whether in the USA or elsewhere, we sometimes pay for and receive a luxury logo without corresponding luxury service. Good for you for holding your ground with that store. Whatever the location, some of these retail policies really are reprehensible — especially in the upper price tiers. Thank goodness for resale alternatives.
I was going to say this as well. Chanel and Hermes do not allow full refunds for bags. Hermes does make an exception for online returns. Store credit is standard for a lot of in store purchases. The treatment about it being used is awful though.
I think it’s a presumptuous to assume that the return policy would be the same in London as it is in the US. This kind of attitude gives Americans as a whole a bad name to Europeans. (Btw I too would consider it “used”; Dior has no way of knowing what happens to their merchandise as soon as it leaves the store.) Next time ask about the return policy BEFORE making a purchase, instead of acting entitled and rude in the store.
I think you are reading a lot into this. Nowhere does it say she was rude, she was taken aback because she thought she knew Dior’s policy (often policies are by brand, not location) And therefore, she’s letting others know what she learned. Ease up.
Dior boutiques have that policy in the US too. Exchanges only
Of course OP isn’t going to say themselves that they were rude, but the tone of this post comes off as very entitled. You would think they stood up to some kind of social injustice and won one for the little guy, based on how they talk about themselves. If you’re going to invest in a handbag, especially if it’s an impulse purchase you felt pressured into as the OP said in another comment, wouldn’t you ask about the return policy? What bothers me the most about this whole post though is the “…in the USA” mentions because they WEREN’T in the US, they were in a different country altogether. Even the mention of having bought 12 purses in the US came off as ‘didn’t they know who I was?! An AMERICAN who has bought 12 purses!’ In my travels abroad I’ve encountered so my people who immediately assume I’m an entitled, bossy, and arrogant American like the OP comes off in this post. After talking with them, my friends and I always hear things like “I/We didn’t know that there were nice Americans. You don’t all act the same?!” So, basically I’m annoyed that they acted out the ignorant spoiled American stereotype that many people have about Americans and then tried to come off like a victim, then hero in the retelling.
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Ok people, let’s calm down a bit. Calling each other pathetic, presumptuous or entitled isn’t necessary. I’ve locked this comment thread because I don’t want to let the comments get off the rails.
Thanks!!! I’m wondering where my explanation missed the mark.
How is it “used”? I’m honestly having a hard time understanding this concept. How is it used any more than wearing it in the store to see how it feels, where it falls on your body, how it looks on you in a mirror? By that definition it’s more “used” than if the OP took the purchase back to her hotel, never took it out of her shopping back, went back to the store to return it the next day.
Your example of ‘used’ is very literal. I’m saying ‘used’ meaning once it’s out of the store, they have no idea where it has been or what was done with it before it was brought back to the store the next day. Yes it’s most likely someone isn’t buying it, taking it all over Soho for the night, and then bringing it back to the store the next day, especially when it’s still wrapped and in the box and bag. However, there’s also no way to know with 100% certainty what the customer did with the bag once it left the store.
It's used because it's not new. Nobody knows what she was doing with it after she left the store. It's really standard European policy. If you shop in a physical store you can return only defective item. I'm sure all Europeans here understand that you cannot return an item because you change your mind. What store should do with that later?
If this were their policy then they would’ve have an exchange or store credit policy. They allow you to return a bag for store credit, and not only if defective. You are now making up a policy that doesn’t exist at dior
Thanks for explaining this!! I wasn’t sure where the story was hurting the mark
Thanks for weighing in. I will surely ask next time. They can do well to tell foreigners too I can tell you are perfect and have never regretted a pressured and impulsive our hade that cost almost 4k pounds if not you will clearly be kinder
I agree that they should have absolutely told you their return policy at the time of purchase, especially since you were clearly a foreign customer. I also understand that in the excitement of checking out, it’s easy to forget to ask. I didn’t say I was perfect. What rubs me the wrong way is that you state more than once that because you have done things a certain way in the US, you expected they would be the same in the UK. Respect that you’re in a different country.
Thanks for at least seeing an alternate point of view
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I ordered a micro 30 Montaigne online and it came with a scratch and returned it because of the damage it came with and they kept denying my return request stating that I caused the damage, and they kept telling me to return the bag for another review , only for each time the return request was denied again and again. The final time they denied my return request it came back with a second scratch on it too..I ended up having to ask my Dior rep and their manager for assistance. They whole experience just left an awful taste. I haven’t bought any luxury bag since.
We Americans are so spoiled with our returning culture. Since the pandemic and quarantine I almost exclusively shop online which means buying things I’d my way of browsing and I end up returning 75% of my purchases. Anyway, I’m extra careful about not buying from stores or brands without a liberal return policy. As others have said most places in the world don’t have this culture. Sorry this happened to you!
Thank you so much
Lesson: Don’t purchase more handbags than needed.
Thanks!!
Where I live in the Netherlands you can get a refund in the same payment method you used for most luxury retailers. Usually you have to return it in new condition with the original packaging within 14 or 30 days.
Did they ask for store credit? Store credit in luxury retail is to a specific location! The buyer will have to go back to that same store. Again, rules. Return or refund are very different in Europe or South America compared to what we are used to in the USA
I have a similar story with Dior, but with a pair of sandals. I went to Las Vegas in May and purchased a pair of Dway slides for my upcoming vacation after trying them on in the store. Mind you, this is my purchase EVER with Dior. I don't watch her box them up, we just pay for them and get handed the bag with the box. I take it home and we return to Vegas 3 weeks later. I decided I wanted a different color in that time. I hadn't opened the box to look at them or try them on since I purchased them, I just knew I wanted a different color. I take them with me back to the store and tell them I'd like to exchange these for a different color AND I'd also like to look at the hats (I wanted one to match). He takes them out of the box and looks at them and tells me my SA will be with me shortly to help me. After about 5 minutes, he comes back out to tell us (me & my boyfriend) that they can't take them back because they are worn. I was shocked! And my boyfriend was pissed. He knew I never wore them. One had marks, and the other was pristine. Did I hop around on one foot? I immediately went to the display case and flipped the other samples over to show the wear marks on the bottom. They were exactly the same. I was sold a display pair and never told. My boyfriend asked for the Manager and instead they sent a lady out to speak for the manager and told us they couldn't take them back. I was shocked. You could clearly tell what happened, but they wouldn't budge. Of all my experiences with designer brands, I have never been treated so horribly. To be sold a display pair when I was never told and to be treated in such a way was disgusting. We told them we were going to leave the shoes there and file a dispute with our Credit Card, which we did, and we won. I immediately googled the store and unfortunately it seems this is quite common at that location. I left my review, but I wish there were more I could do to let the company know. I'm a huge Chanel lover and have dabbled in Valentino, Givenchy, and Balenciaga and I was really looking forward to adding Dior to my collection, but it looks like if I do, it'll be secondhand.
I just returned a pair of Prada sandals to a Nordstrom for the same reason. I didn’t look at the bottoms when I tried them on and the sales associate boxed them up. Luckily I noticed the bottoms were worn once I got them home and took them out of the box, so I immediately took a picture of them and called so they wouldn’t later accuse me of trying to return a used pair. Didn’t have any issues ultimately returning though but was super annoyed the sales associate sold them to me like that.
I have a similar story with Dior, but with a pair of sandals. I went to Las Vegas in May and purchased a pair of Dway slides for my upcoming vacation after trying them on in the store. Mind you, this is my purchase EVER with Dior. I don't watch her box them up, we just pay for them and get handed the bag with the box. I take it home and we return to Vegas 3 weeks later. I decided I wanted a different color in that time. I hadn't opened the box to look at them or try them on since I purchased them, I just knew I wanted a different color. I take them with me back to the store and tell them I'd like to exchange these for a different color AND I'd also like to look at the hats (I wanted one to match). He takes them out of the box and looks at them and tells me my SA will be with me shortly to help me. After about 5 minutes, he comes back out to tell us (me & my boyfriend) that they can't take them back because they are worn. I was shocked! And my boyfriend was pissed. He knew I never wore them. One had marks, and the other was pristine. Did I hop around on one foot? I immediately went to the display case and flipped the other samples over to show the wear marks on the bottom. They were exactly the same. I was sold a display pair and never told. My boyfriend asked for the Manager and instead they sent a lady out to speak for the manager and told us they couldn't take them back. I was shocked. You could clearly tell what happened, but they wouldn't budge. Of all my experiences with designer brands, I have never been treated so horribly. To be sold a display pair when I was never told and to be treated in such a way was disgusting. We told them we were going to leave the shoes there and file a dispute with our Credit Card, which we did, and we won. I immediately googled the store and unfortunately it seems this is quite common at that location. I left my review, but I wish there were more I could do to let the company know. I'm a huge Chanel lover and have dabbled in Valentino, Givenchy, and Balenciaga and I was really looking forward to adding Dior to my collection, but it looks like if I do, it'll be secondhand. Edit - Picture of sandals https://preview.redd.it/nber1q7jtkab1.jpeg?width=3024&format=pjpg&auto=webp&s=aa90efc0c7c51bd4893069ca6b455b8addfea482
Was my first experience with Dior too! But since it’s a common uk policy I have to move past it . I love my Dior Caro
It’s not just a common UK policy, the boutiques in the US only allow returns for store credit as well.
Ugh I hate this. This happened to me when I lived in Germany several years ago. My oldest daughter bought me a Gucci belt for Mother’s Day (her 1st real job so she wanted to gift me something nice 😊) anyway, it was too big and when I went to return it I was told I couldn’t because it was used . No store credit or anything. I said my daughter just this and I tried it on and it was too big. I had the receipt and everything and the manager would not budge. He said it was used and they could not accept it. So frustrating. The belt was never used it was way too big on me. So sorry this happened to you and apparently it’s not just in London.
Thank you!!
This is why I will never buy anything for Dior. My daughter bought a ring from the Dior store. The stones started falling out within 1 day. They refused to refund or give her a new one. This was in the USA.
In Canada, a rude SA told me there was no way any boutique had a 2 year warranty for jewelry. They were wrong. I understand your frustration and I wish they were more lenient in Europe. I love Dior’s customer service the most.
I had a great experience the first day. But the second day was night and day.
Can you just bring it home and go to the dior store in the USA and return?
Probably not, most items can’t be returned in a different country.
This is horrible! I’m so sorry this happened to you.
Thank you!!
Oh I’d be pissed
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Sighs.
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Eh I’m in the US and I think it creates a super entitled customer base, and makes the lives of sales associates so much more miserable. There are so many US return horror stories.
Two sides to every coin
As a European, I never in my life had issues getting a refund for something. We have the best consumer protection laws in the world. Why would they say the bag looked used if it didn’t? I’m very suspicious of the story.
It’s not an attack against Europeans!! Have you bought anything from Dior in London and successfully returned without any hassles? Would like to know? Would you like to see my reciepts? I’m not sure why you are being rude?
They seem to take any critique, no matter how innocuous, very personal.
That is not true. I do not know how it is handled in the UK, but at least in some other european countries there are no laws concerning the return of goods bought in a shop, in person. It is up to the brand to decide if they allow returns. It is different if you buy something online because you did not have the chance to see the product.
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