Hollister Co. merchandise exchange problem

[lookalikeadog]

I have never in my life used a store with such a ridiculous exchange policy.
I purchased a pair of jeans for my son and they were a size too small. We were doing some returns today and brought them along but because it was just a exchange for a different size I didn't feel it was important to dig out the receipt, what a mistake!

I approached the first sales person as I always do when entering a store with a return and said "we need to exchange these for a different size". I do this so they don't think I'm walking off with something, Anyhow.... She asked if I had the receipt with me and I said "no but we don't want a refund we just want to exchange them for a size bigger". Her reply was something like this....Well, it's our store policy that if you don't have your receipt you will have to pay sales tax on your exchange. Hmmmm, What the heck!!! I stated my case again..Not returning or looking for a refund or store credit just want to get the right size. Again she says I'll have to pay the sales tax. ARG!!! I decide to just get in the line and see what they say at the register. After waiting a few min. here comes sales person #1 and opens her register right in front of me. I take a step forward into the next cashiers line and she if forced to take another customer. After she takes care of him she decides to start telling me the policy for exchange again, Grrr, I'm not even in her line! She made me so mad I spouted off something about them needing disclose that policy at the time of purchase and she just kept doing the I"m just following the rules thing. Funny but she never even tried to exchange the jeans. I just left and will e mail CS regarding her conduct. Anyone else ever have this happen??

[kval07]

I've sure never heard of that policy!

[bigsweetie]

I'm no lawyer, but I don't think store policy can dictate taxes! As far as I know, you can't be "double taxed" on an item. Sounds fishy to me!

[jen276here]

....Huh?? Do these folks have some funky accounting to explain how they can justify double taxation???

[tmsmalley]

Well, the tax thing sounds fishy, but they can require a receipt for an exchange. It is a common shoplifting game to shop lift something, then come back and exchange it for something else (generating a receipt) then returning that item for cash. When I worked in retail more than 20 years ago, return fraud was one of our biggest issues and I have to believe it is a lot worse now.

Tess

[EandEsmom]

Hi, iv'e never posted before but have been around lurking for a while. I work in a clothing store in CT and thought maybe i could clarify this tax return thing. In Ct it is a state statute that unless a customer has a receipt stating the date an item was purchased and the amount of tax paid, the store cannot refund the tax. It isn't a store policy, it is the states rules. So if a customer comes in to exhange a taxable item without a receipt for even the exact same thing, we have to return the item without tax, and the customer has to repurchase the new item with tax. The store HAS to pay the state the tax on the new item, so that is why the customer is charged tax on it. Without a receipt the store has no way of knowing what state, or even when the the purchase was made. Even with a receipt, if the item was purchased more than 90 days before, the sales tax is also not refunded. We have this posted on our return desk and even walmart and targets in CT have it posted on the wall behind the desk. Believe me, i have had a lot of really angry people yelling at me because of this but like i said, it is the state's rule...the store has no control over the tax laws.

[lookalikeadog]

Thanks eandesmom for your explanation and I understand how that can happen but still, it's really the Stores policy to Refund and then make the customer re purchase the product right?? I mean I went to return some other things on the same day and they just swapped them out.

Also got the e mail for Hollister Co. and they said it's there policy to do a refund and then make you re purchase so in that you are right. Only problem is if I bought the jeans on sale 2 weeks ago I have to pay full price now?? I don't think that's right and my son will not be wearing Hollister anymore.

[frugalstafar]

I can't stand that store-it is way too loud and way too dark. I have to go in and pay for my kids pruchases and scream like an idoiot at the register cause I can't hear the total and can't see the total. We did a like exchange right after Christmas but had the receipt-but I could never see paying sale tax twice.

[lookalikeadog]

Figured I would post the answers to my e mails. One actually says they have no control over the sale/clearance prices?? I guess after I use the $25.00 gift card and do our return we won"t be shopping @ hollister any more. I'll make sure everyone knows about the experience that we had there too!


My question was:

Why do I have to pay sales tax again on a even exchange if I don't
have my Receipt?

Answer:

Hey,
Thanks for emailing in about our exchange policy.
When processing an exchange, we first return and refund your original items, then charge for the new exchange items. Due to this, you are responsible for the new price of the item and any applicable sales tax.

My question was:

So that means that if I bought the item On sale last week and need to exchange it for a different size and it's no longer on sale
That I need to pay the full price upon exchange??

Response:

Hey,

Thanks for the email. Unfortunately, we do not have control over our sale or clearance items. If the item is no longer on sale, you will need to pay the new price for the exchange. We apologize for any inconvenience.

[lookalikeadog]

....Huh?? Do these folks have some funky accounting to explain how they can justify double taxation???

I'm no CPA but the way I see it is that they will only have to pay sales tax to the State Of Michigan on what they REALLY sold. So if they sold me 1 pair of jeans @ $50.00 and collected tax @ $3.00 then refunded me only the $50.00 for the same pair of pants and then I purchased the same pants back for $50.00 plus $3.00 tax they have collected $3.00 more. However they are not really responsible for paying the whole $6.00 to the state. Hense they made $3.00 more from me? If this is the case I would have to say the state would like to know about this.