I bought a Keurig coffee maker at my local Target at 10:53 am. After researching the item further, I decided the item did not suit my interest. At about 2:00 pm that SAME DAY, I attempted to return the item at Guest Services. The coffee maker was never removed from its packaging and I had the original receipt and the Target card I had charged it to.
The employee opened the box and saw that the K-cup sampler that was included with the coffee maker was opened. Please note, the actual K-cups were NOT opened. We had opened that box to see what coffee options were included as I did not see the selection on the box. To my utter surprise, the employee said since it was a food item, they couldn't take it back. I explained it is a coffee maker, not a food item, and the actual "food item" was not opened - just the box that contained them. She would not budge and another employee said they changed their policy in October: items must be unopened and unused. It definitely wasn't used...and I found it very unreasonable that I couldn't return this item.
The manager also was unwilling to allow the return. I explained that I have been a loyal shopper at Target for years, my husband and I have two Red Cards and we had both our wedding and baby registry with them. We go there at least once per week and spend thousands of dollars there per year. What frustrated me is that Target was one of my favorite stores, and they seemed to not care about losing me as a customer. The fact that they were not "taking a loss" on a $100 item baffled me, when they will end up losing thousands of dollars by me and my family - the math just doesn't make sense.
Anyway, the Better Business Bureau took my case, but in the meantime, I was given a file number with Target's consumer line. Apparentely, that was sufficient for me to make the return. What would have been a simple transaction at Walmart or Bed, Bath & Beyond (where I will take my business from now on) became a stressful, upsetting experience. I will not being shopping at Target for a very long time - if ever again. I work in customer service and it is amazing how they know nothing about customer retention and the value of each shopper. After reveiwing the complaints on Consumer Affairs' website, I am surprised they are ranked as a top retailer.