Return Policy/Upselling

[Ocog2181]

I think you guys need to get rid of the restocking fee BS. Also, when someone wants to return something don't try to get them to exchange it for every other item . I witnessed this happening and it was pretty uncomfortable from just looking.

[shark92651]

Thanks for your suggestion but we have our return policy in place because it makes good business sense to have one. We are not a "buy and try" shop and we do not deal with used merchandise, especially when dealing with products such as ammunition, optics, and firearms (especially firearms because there is a significant amount of time and labor required to process a sale). Since you left out specific details I don't know what type of item you are referring to, but in general we charge a restocking fee to recover the credit card fees that we are charged by the credit card companies for both the original charge and for the refund (they charge us a percentage for each transaction) and to cover the expense of restocking and reselling an item that we may have to now discount and sell as used. If a customer prefers to receive store credit instead, then there is no restocking fee because we are not going to get hit again with the credit card refund charges. I'm sorry if it makes you feel uncomfortable to watch a customer decide how to spend a store credit, but at least that allows the customer to avoid the restocking fees.

Regards,
David

[Ocog2181]

I was wrong to say stupid return policy. I understand their are credit card fees and such but, you guys are big time and should only charge restocking on used items, not items that come back untouched. Get rid of the restocking fees and your sales will increase, i dare you to try it for a short period. If people don't feel like they are going to be stuck with something they will buy it and most likely keep it on a whim. On the other hand, what I mean was that the guy obviously did not want another item in exchange and seemed fine taking the 10% hit. But, the dude behind the counter kept on saying "Do you want this?", "Do you need that?". Obviously if the guy doesn't point something out himself he probably does not need it. Not trying to be negative or anything because I like your store but pushing stuff on people will have them leave feeling like they just got played.

[Over It]

over it

[gunnut714]

I think that's why they are called "sales associates". If they weren't compensated in the form of a sales performance matrix, it would be like shopping at Walmart or Walgreens for guns/parts. The counter sales associate may have felt guilty the customer had to pay the 10% fee since it's store policy, so he was trying to get the customer to buy something else to save the 10%. I'd be pissed if I returned something, got charged a 10% restocking fee and the sales associate didn't at least try to sell me something else that I subconsciously may have needed AND saved me 10%. It works both ways. Besides, the customer always has the right to say "no". I'm surprised the associate even had time to "convince" the customer get a replacement item, most of my negative experience at Riflegear was everyone being too damn busy, I don't get any time to chit chat with the associates. It's usually the opposite for me (get your **** and get out attitude). I wish that sales associate helps me out next time! I'd buy more ****! Lol.

[DeanGlock30]