Thoughts About the Party City Return Policy
Oct 30th, 2007 by Alex
I’d like to see store policies that make sense. So many of them don’t. For example, I take issue with the return/exchange policy at Party City.
We will gladly accept returns and exchanges within 30 days of purchase with original receipt. Packages must be unopened. Returns on seasonal items such as Christmas, Easter and Halloween Costumes may be returned up to 7 days prior to the holiday.
I purchased a pimp hat (pictured at right on some random male model who appears to be having a great time) for a costume party a few weeks ago. When I got it home it was clear that it wasn’t going to match the suit that I was going to be wearing. I went to return it on October 27th, presenting the item and my receipt. I’ve worked in retail and I understand that a busy store can get people flustered, but the clerk was rude. It wasn’t what she said, it was her tone and her body language. With disgust in her voice she told me that the hat was Halloween merchandise and that it couldn’t be returned. She then made a rather large show of circling the policy on my original receipt as she informed me that it could be exchanged.
So we have a never-worn pimp hat, still with the original tags in place, returned to the store where it was purchased with the original receipt within 15 days and it CAN’T be returned.
This is absurd.
Had I exchanged it, the item would clearly have been put back on the shelf and re-sold, so I fail to the see the reason for disallowing it to be returned. If this an attempt to keep the money in the store, it isn’t a good way to do it. It is a great unspoken way of saying “we don’t really care if you’re satisfied with our product or not, especially if you buy things from us during our busiest season.” Seeing how businesses are in business to make money I don’t care whether that particular unspoken sentiment is true or not, but it isn’t a good vibe to give to your customers. It doesn’t scream “come on back, now.” I think that store credit or an exchange for a gift card would have been a reasonable (and frankly, better) option, neither of which were offered.
Though listed in the Halloween section of their web site, I’m pretty sure I’ve seen the hat on the shelf outside the Halloween season. I’d like to be able to return the item. Or if not, given options as far as store credit. A friend suggested returning it next season, before the 24th of October. I’m not sure if that would fly, but I’ll check the receipt to see if there is a year listed. In the meantime I’ve contacted the company to see if they’ll issue store credit, so I guess we’ll see what happens.
I do so enjoy consumer issues.
Update 10/31/07: I received a voicemail from a Party City rep that works out of New Jersey. The company is headquartered there. I honestly thought — pessimistically, perhaps — that my notes would disappear into the ether. Now I need to find a few minutes to return her call.
Update 11/01/07: Got another voicemail from the same rep. I’m trying to find a few minutes, I swear!
Update 12/01/07: I returned the pimp hat.
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I’ll gladly exchange your pimp hat for the monstrosity of a costume I bought online and paid expedited shipping for. Really. Let’s switch. (And yes, Party City, blows.)
[...] To Party City’s credit, their management decided to accommodate my request. My web form email was returned in short order, much to my surprise. After swapping a few emails with the District Manager for Maryland/Virginia, I was told that I’ve be able to return the pimp hat. I asked about the reasoning behind their restrictive return policy. She said that it was written the way it way to prevent Halloween costumes from being worn and returned, but that new items in original packaging and it saleable condition should have been returnable without question. [...]
Conveniently you seemed to have shortened the return policy, very fair and un-bias of you.
We will gladly accept returns and exchanges on Halloween costumes and accessories by October 24 with original receipt.
Notice accessories? Why are you surprised to get a grumpy cashier? You are probably the 30th one of the day to hold up the long lines just to return something you know isn’t returnable. It’s not the cashiers policy but she is the first line of defense against returns. You also said you saw the pimp hats on sale after Halloween? Those were left from Halloween and obviously not selling.
I’d expect a former retail worker to understand these things. You have probably tried to return clearance too I bet, and wonder around the store long after the closing announcement.
One time, we made the closing announcement, went down the aisle and personally told the customer that we would be closing shortly (at this point we asked if she needed assitance, she said no). Then made the announcement two more times. Then we finally had to turned off some lights, this was about 20 minutes after the closing time. Then when she FINALLY came to the register she had the nerve to say she didn’t know!!!
So, just as an FYI … I purchased 4 black light bulbs for use at my daughter’s birthday party over this past weekend. I then changed my mind and decided not to use them. I went to Party City this afternoon to make the return, and was told they do not accept returns on “electronic” items. This is absurd. Since when are light bulbs considered electronic? Oh, and then were in their originally packaging AND I had my receipt. Crazy.