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This is a survey for a thesis on selected popular womenís apparel retail storesí return and exchange policies.

Your answers would be of great help in determining what consumers consider to be an optimal return policy.

Please take a few minutes to fill it out as honestly as you can and please do not leave any fields blank.

Your answers will be kept strictly confidential and will be merged with the responses of others like yourself.

 

AGE

 OCCUPATION

 SCHOOL OR COMPANY NAME

 

A. Your Shopping Behavior and Attitude Towards An Apparel Retail Store's Return Policy

1.  Whenever you go shopping, how often do you make it a point to visit these apparel retail stores?

 

Always

Frequently

Sometimes

Seldom Never

Bayo

Freeway

Kamiseta

Penshoppe Ladies

Petite Monde

Pink Soda

Plains and Prints

Y.R.Y.S./Genevieve Gozum

Unica Hija

 

2.  If you bought an item from a store and you are not satisfied with it, what would be the most likely thing you would do? (You can mark more than one answer)

    Have the store replace it with something else of equal value
    Complain to the store and demand a refund
    Inform others of the poor quality of the store's items
    Remember not to buy from the store again
    Not do anything
    Others (please specify)

3.  How much does knowing a store's return policy matter to you?

    Matters very much
    Matters much
    Matters somewhat
    Matters a little
    Does not at all matter

4.  Once you know a store's return policy, how much does it influences your decision to shop at that store?

    Very much
    Much
    Somewhat
    A little
    Not at all

5.  How would you like a store to make its return policy known? (You can mark more than one answer)

    Displayed prominently inside the store's branches
    Printed on the receipt
    Not make it known at all
    Others (please specify)

 

B. What You Want From An Apparel Retail Store's Return Policy

*Restrictions an apparel retail store usually applies

6a. A store should allow a period of _________ day/s for returning an item. (Most stores allow 7 days to return an item.)

    1-2 days
    3-4 days
    5-6 days
    7 days
    14 days
   
30 days
   
Others (please specify)

6b. I consider a period of _________ day/s too short to return an item.

    1-2 days
    3-4 days
    5-6 days
    7 days
    14 days
    30 days
    Others (please specify)

6c. I consider a period of _________ day/s too long to return an item.

    1-2 days
    3-4 days
    5-6 days
    7 days
    14 days
   
30 days
   
Others (please specify)

7.  In returning an item, I would like to return it by: (Please rank with 1 being the most preferred method)

1 2 3 4  

Returning it to the same store I bought it from

Returning it to any branch of the store I bought it from
Returning it to the store's head office or merchandise return center
Others (please specify)

8.  Should a store demand for a receipt for an item you wish to return?

    Yes, the store needs it to verify that I bought that item and to key in the receipt number to cancel the transaction
    No, the store should have a record of my purchase
    Others (please specify)

9.  Should a store accept an item whatever the customer's reason may be for returning it?

    Yes, the customer has the right to return an item if unsatisfied with it
    No, the store has the right to refuse to accept certain items
especially those damaged due to customer negligence
    Others (please specify)

*Condition of the item/s being returned

10. When a store says that an item should be in its "original condition" when returned, what does that mean to you? (You can mark more than one answer)

    It should still have its hang tags attached
    It should still look like the way I first bought it
    It should still look like the way I first bought it even without the tags attached
    It should be unwashed
    It should be unused

    Others (please specify)

11. Should a store accept return of items that have already been washed or used?

    Yes, as long as its still in pristine condition
    No, it has already depreciated in value
    Others (please specify)

12. Should a store require that the item being returned still have its hang tags attached to it?

    Yes, to make sure that the item was not used
    No, hang tags are usually removed right after buying and these
arenít part of the item being returned
    Others (please specify)

13. Should a store allow return of innerwear (briefs, panties, undershirts, socks)?

    Yes, as long as it's unused
    No, because of hygienic purposes
    Others (please specify)

*Items bought on sale

14. Should a store allow exchange of regular-priced items with sale items and vice versa?

    Yes, it's still the store's product
    No, sale items are on a different price level than that of a
regular item
    Others (please specify)

15a. Are you aware that most stores allow return of sale items within the sale period only?

    Yes
    No

15b. Should a store allow return of sale items even after the sale period?

    Yes, it's still the store's product
    No, sale items are pulled out after the sale period and these items are on a different price and inventory system
    Others (please specify)

*Exchanging the item

16.  Should a store allow exchange of items for any other item in the store?

    Yes, it's still the customer's money and s/he has the right to do anything with it
    No, due to the store's inventory and other technical considerations
    Others (please specify)

17. Should a store allow exchange of an item more than once?

    Yes, if the item is still unsatisfactory
    No, to avoid customers' abuse of the store's return policy
    Others (please specify)

18. Please read: Items to be exchanged must be the same price or more. If the item chosen is priced higher, the price difference must be paid. If of lower price, the price difference is forfeited. Do you think this policy is fair?

    Yes, the customer gets to choose how to spend his/her money and at the same time keeping the accounting concerns of the store in mind
    No, the store should return the customer's money if a
lower priced item is chosen
    Others (please specify)

*Refunds

19. Should an apparel retail store allow refunds?

    Yes, it's the customer's money
    No, due to accounting concerns of the store
    Others (please specify)

20. When you want an item exchanged but the store doesn't have anything that you want, which of these would you most want to get instead? (You can mark more than one answer)

    My money back
    Store credit (credit that can be used for future purchases at that store)
    Gift certificates
    Others (please specify)

C. How A Return Policy Affects You

21. How does a store that has a "good" return policy affect you? (You can mark more than one answer)

    I would feel more confident about shopping at that store
    I would shop more at that store
    I would recommend the store to other people
    I would tell the store managers that I like their policy
    Does not affect me at all
    Others (please specify)

 22. How does a store that has a "bad" return policy affect you? (You can mark more than one answer)

    I would feel less confident about shopping at that store
    I would shop less at that store
    I would discourage other people from buying from that store
    I would tell the store managers to improve their policy
    Does not affect me at all
    Others (please specify)

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