How much do returns hurt stores?

shigginpit · 2023-05-21T19:27:24.794Z

It’s really difficult to say how much is lost without knowing the exact markup but as was mentioned, there is a cost of doing business and an expectation that if you offer a return or exchange policy, that within the normal course of doing business there will be returns and exchanges. B stock items still tend to be priced above “cost” so they aren’t losing anything, but moreover they aren’t losing a customer. 5-15% restocking fees have a way of deterring future business which is probably why they did away with it.

If you’re buying new, you have paid a certain premium that allows for what some industries call a cooling down period, but in traditional US retailers it’s just this return/exchange window. It’s not on the the macro scale of a manufacturer accepting back unsold product or doing warranty exchanges, but a small business is still a business. There is a cost associated with just being a brick and mortar store, but it’s not your fault they are doing busines as a B&M. Also if they would offer free shipping otherwise, by you picking it up, it does save them some money in that regard. The cost of shipping is not equal to the cost of putting an item in B stock, but let’s say someone buys the B stock item and now they’re still back above cost, that person is happy, you’re happy, and people who are happy will come back again.

In other retail industries or even larger music stores they work with distributors and brand reps and there are allowances for if product doesn’t sell - it’s just to say that not all the product a store has may be something they bought in bulk ahead of time, sort of like how the frito lays guy goes to the grocery store and changes out the potato chips with fresh ones.

I’m not sure if perfect circuit operates that way with some of their business associates, but as a company that deals with boutique items I would wager at least some of their product is carried on contingency of sale, perhaps after sale and return it becomes their responsibility contractually to resell but I don’t think they’re unprepared.

My point is don’t be an asshat, but don’t feel guilty about returning something you aren’t happy with.

maymind_trax · 2023-05-21T19:28:07.743Z

I think they mostly hurt the store’s feelings. I hope you also apologized when you returned it, D!!

No in all seriousness I think PC is gonna be just fine! Don’t worry!

Buenez69 · 2023-05-21T19:41:05.648Z

I’m probably going to get a lot of hate for this but i took it to the next level. About eight months ago I bought Teenage Engineering OP-1 Field from some music shop in USA. I can’t remember which store it was…
I was living in Mexico at the time so I had to pay an extra five hundred for the tax which is just absurd but oh well.
I noticed that there was some thing moving around inside and after contacting teenage engineering support they said it would be better for me to send it back. Well, after spending all that money, there was no way I was gonna have them keep it for another month and then have to wait for it to be shipped back to Mexico and possibly be lost so I just kept it .
A month ago I arrived in Florida to visit my mother and I brought my OP-1 field with me. I noticed Amazon had next day shipment for the OP-1 … To make a long story short I bought a new one and when it came in I returned the old one and got my money back. Do I feel bad about doing this not at all, it’s not my problem that teenage engineering charge an arm and a leg and then i get a broken unit. F them ! I actually felt great about doing this…. Eff Amazon as well… hahah

ddiamond84 · 2023-05-21T19:53:51.578Z

cutlery · 2023-05-21T19:54:01.656Z

Returns are the cost of doing business with access to a larger pool of customers than only those within driving distance. Competitors offer the possibility of returns (often now without restocking fees). I wouldn’t shop at a local store that doesn’t accept returns, either.

For a retailer that does most of its business online, that’s essentially the same as a demo program; and the demos eventually get sold.

Plus, where else will those minty open box b-stock units come from?

ddiamond84 · 2023-05-21T20:05:58.683Z

Good point about minty b stock! If anyone wants a truly same as new motor mk2 synth, perfect circuit has one for a few hundred off!

plragde · 2023-05-21T20:11:15.834Z

shigginpit:

My point is don’t be an asshat, but don’t feel guilty about returning something you aren’t happy with.

This is pretty much good advice across the board. Try to respect the spirit of any given policy, rather than push it to the edges and possibly beyond.

HotdogLothario · 2023-05-21T20:14:28.650Z

Buenez69:

it’s not my problem that teenage engineering charge an arm and a leg and then i get a broken unit. F them ! I actually felt great about doing this…. Eff Amazon as well… hahah

I’ll probably get flagged for saying this, but you’re not a good person.

Edit: Just noticed this was your first post. Welcome to the forum.

HotdogLothario · 2023-05-21T20:15:47.600Z

ddiamond84:

I bought the Motor Synth from Perfect Circuit this week.

Just curious, what didn’t you like about the Motor Synth?

ddiamond84 · 2023-05-21T20:18:22.821Z

It was unfathomably loud. Like no matter how good the actual synth sounded, it wouldn’t be worth it to me because it was uncomfortable to have on in my place. It wasn’t a cool loud either! Just shrill and annoying (the motors).

I don’t mean to put down anyone else’s experience with it, it’s very unique. But that was a no go for me. I also wasn’t a big fan of the UI and how the menu worked. I thought it would be more immediate.

ddiamond84 · 2023-05-21T20:19:12.835Z

They get some points for honesty though

rex_mundii · 2023-05-21T20:33:36.556Z

For the 2 Australian retailers I tend to buy from: one of them lets you exchange for credit towards item of same or greater value (or used to); other one has plenty of open box deals but has a restocking fee for change of mind returns. For both of them you’re s’posed to keep the packaging in good condition.

Don’t imagine returns are hurting them too much since they get their dollariedoos one way or another.

HotdogLothario · 2023-05-21T20:37:19.386Z

ddiamond84:

It was unfathomably loud

That’s too bad. It looks badass.

Buenez69 · 2023-05-21T20:41:43.764Z

No problem. I thought most people wouldn’t agree with what i did, but TE needs to have better quality control if they are going to charge outrageous prices. In the end my broken machine will go to them anyhow.

ddiamond84 · 2023-05-21T21:09:10.841Z

It really does. I was bummed.

SleepIsWrong · 2023-05-22T04:03:13.264Z

given how much info is available to inform my decision to buy, unless it is broken I never return. If it don’t fit that’s on me and I move it along, selling on my own…

jing_cenric · 2023-05-22T05:34:08.447Z

Is this a global thing, because in Australia I don’t think there’s a culture of returning items unless they’re faulty or damaged.

sleepfc · 2023-05-22T05:53:55.595Z

i used to work at a music store selling instruments and studio gear. what pissed me off the most were the people that bought stuff and were very obviously going to return it in a couple days after their gig or recording session

not only was my commission taken away after the return, but i was left with a returned item that no one in the future would feel inclined to buy since it was then technically used, open box, or just obviously not pristine. the only way said items would sell is if they were completely blown out, hence no room for commission on the sale for me, and no profit for the shop. trust me, sales guys have plenty to me annoyed by shit like that.

my shop was a lot smaller than perfect circuit so i’m sure they’d be fine with a return, but you’d be surprised how not profitable music stores actually are. returns have a ripple effect, which is why it’s better to just resell on your own if possible. thank god i’m out of that line of work

brisket · 2023-05-22T05:59:26.984Z

Yeah this isn’t really a thing in New Zealand. Trying to return something just cos you didn’t like it would get you strange looks- I don’t think there’s any legal obligation on them either. Defective sure, but ‘this isn’t as fun as I expected’ is not gonna fly.

Laser · 2023-05-22T06:13:43.739Z

I try not to get involved in moral dilemmas, but I feel for you here!

You have a right to get a working device first time. I’m not impressed with TE quality control or aftercare, I’ve bought 9 POs, only 5 still work, and I case them with the clear perspex cases which are very strong.

The OP-Z I bought from them felt flimsy, luckily I sold it on before all the reports of bending and double-trigging began emerging.

Sometimes the law and morality dont quite match up. In the UK by law you have 14 days to return anything you bought online. Some people use it to continually try out music gear for free.

Technically legal, but for me personally (Im not judging anyone else, we all answer to our ourselves ultimately) I wouldnt do that, it feels wrong. I would however do what you did, because it wasnt your fault to receive a broken product, you bought it in good faith, and ultimately the outcome is the same as if you’ve returned it to TE, minus the hassle.