Wal-Mart’s “discretionary” return policy

December 29, 2008 – 7:05 pm – No Comment

Since Christmas, returning things to Wal-Mart has been more difficult than any other time of the year, particularly at my local store. I’m going to place the blame on my store’s “sometimes” return policy where it is up to the customer service manager’s discretion whether or not the “fake” return policy is valid.

Friday night Chris and his parents go to Wal-Mart to return the Playstation 3 he got for Christmas. His mom was assured when she bought it that it had a 90 day return policy, opened or not. I called the store before we went and I was told 15 days. After deciding what I was told was a load of hooey, they went to customer service anyway. There they were told 30 days and she was 6 days out, right AFTER Christmas. This is from their website:

As an added convenience for customers, Wal-Mart has adjusted its return policy for the holiday gift buying season for items that have a limited return/exchange period (15 days, 30 days, etc.). For these items purchased between Nov. 15 and Dec. 25, the limited return period will begin Dec. 26. This includes items such as TVs, cameras, computers, DVD and music players which can have a 15-30 day return period.

Their original return policy (not during the holiday season):

All merchandise purchased from Walmart.com may be returned either to a store or by mail within 90 days, unless otherwise noted below:
ELECTRONICS

* Computer hardware: Must be returned with any included software within 15 days of receipt.
* Computer components and computer accessories: Must be returned within 45 days of receipt.
* Computer software: Must be returned unopened.
* Camcorders and digital cameras: Must be returned within 30 days of receipt.
* GPS units, digital music players and portable video players: Must be returned within 15 days of receipt.

Wal-Mart ended up accepting the Playstation 3 return. Probably because they were called out on their “discretionary” return policy.