Every great once in awhile, a favorite store of yours does something that completely boggles your mind.  

Laurel & I should be considered one of Target (stores) best customer.  We shop there regularly if not religiously and just last month we discovered a new store policy that we disagree with.  Rather than explaining all the details right now, read the following correspondences between Target guest relations and me.

Since we were unsuccessful at two different stores with returning something we bought, I sent Target guest relations an e-mail... 

So I call the 800 number and that's when I find out that the policy is meant to discourage crooks.

you enact a store policy that only prevents people from returning

electronics, you are basically saying that your customers are thieves. You are

punishing honest legitimate customers because of the bad actions of a few. I shop

at Target at least once a week and last year I spent over $3000. It is

don't want my money back if that is your concern, but I do want a store

credit. I shop at Target because of price, image, and customer service. Without

one of those three, you are no better than your competition. I wish to be

Is it just me or does that sound messed up!

Original message follows:
-------------------------

Dear Mr. Freeman,

It's interesting you mention being fair and consistent with your policies.
When in reality, you are not.  Your guests are not made aware of the
policies that Target has adopted.  There are no displays in the stores
that warn your guests of the consequences if they lose a receipt.  Cashiers
are also not warning the guests when they make a electronic purchase.

In your defense, Target's customer service hotline did inform me that a
(return policy) message is printed on the receipt only if an electronic
purchase is made.  I wouldn't know though because I lost my receipt.

You also mention fraud and crime is a problem for your stores.  If
people are stealing from your company, then you have a security problem.  Maybe
Target should focus their energy on preventing fraud and crime from
occurring, rather than accusing guest without receipts as criminals.

What about other retailers in the same community?  Home Depot - accepted
a no receipt return from a dead plant that was purchased 6 months prior.
Best Buy - accepted a no receipt return but at the lowest sell price during a
given time period.  Wal-Mart - accepted a no receipt electronic purchase
in exchange for a store credit.  Are these stores blessed with no crime?

Target - accepted a no receipt book return in exchange for a store
credit, no questions asked.  Target - accepted a Christmas tree return, one week
after Christmas.  Target - issued credit for the difference on items
that went on clearance 30 days after initial purchase.  Does that sound fair
and consistent?

Kenny Grams

P.S. You say Target can possibly do a receipt look up.  Well, I mainly
use my checking account (with carbon copies) to make purchases.  Can you
look them up?

Time for a new guy, but same old story.

-----Original Message-----
From: guest.relations@target.com [mailto:Guest.Relations@Target.com]
Sent: Saturday, January 13, 2001 11:24 AM
To: kgrams
Subject: RE: returns

Dear Mr. Grams,

We want you to be satisfied with all Target purchases.  If not, our
return policy allows you to return the item with an original sales
receipt or gift receipt within 90 days of purchase; some items cannot be
returned if opened.

If you do not have a receipt or gift receipt, we can look up any
purchase made on a Target Card or any other major credit card (we will
be able to look up more tenders in Spring 2001).   If receipt lookup is
unsuccessful, then we can offer the manufacturer's warranty and repair
information telephone number 1-800-303-0308 or attempt a no-receipt
refund.   Refunds without receipt are exceptions, very limited, and
result in a merchandise voucher.

Although our return policy fits the needs of most guests, we know there
are occasions where it will inadvertently impact guests like you.   We
apologize for the disappointment you experienced during your return.

We hope this explanation was helpful.   Thank you for writing us at
www.Target.com.

Thank you for being a valued Target Guest.  Visit us again at
www.target.com.

Troy Peters
Guest Relations
www.target.com

Did this guy even read the previous messages?

Original message follows:
-------------------------

Dear Mr. Peters,

"Attempt a no receipt refund."  First of all, nobody has ever been willing
to discuss any sort of return with me.  My (attempted) return was unused and
unopened.  Secondly, I never wanted a refund.  A store merchandise voucher
would suffice.  How can I do this?

Also, what good would it do me to call a warranty/ repair phone number?

Kenny Grams

-----Original Message-----
From: credit.services@target.com [mailto:credit.services@Target.com]
Sent: Monday, January 15, 2001 9:03 AM
To: kgrams
Subject: RE: returns

Dear Mr. Grams,

I am sorry you have been unhappy with our responses.  We have offered
the options that are available to you.  We are unable to assist you any
further regarding this matter.

Troy Peters

This is commonly know as a blow off!

It's not over yet...

If you are on our side and wish to express your feeling on this matter, please feel free to write to Target at the following email: guest.relations@target.com