Help Me Hank: Return Fee

Marilyn
"It's too small"

...Marilyn knew it was a decorating mistake!

Marilyn
"It's the wrong metal"

She had picked it from a catalog she was shown in a furniture store and figured she couldn't lose.

Marilyn
"I said, I'll take a chance and if it's not right, I'll return it."

But it was all wrong, wrong size wrong style too short too spindly. Bad, bad, bad.

Marilyn
"It just does not look right"

So the table had to go! But when Marilyn called to arrange a return, suddenly there were strings attached.

Marilyn
"They explained that they could pick it up, but if I wanted it out, I would have to pay the $40 fee."

Forty dollars to have them pick up the table? When she could just put it in the back of her SUV?

Marilyn
"They would not, they would not, they wouldn't bend at all. They wouldn't try to make a deal with me."

That's when Marilyn called "Help Me Hank." First we asked her, think back to your visit to the store, was there any sign or notice about the $40 fee?

Marilyn
"There were no signs in the store. There was nothing telling me that it was going to cost that."

And that's a problem. State law says the return policy must be clearly posted in the store! It was on the back of Marilyn's receipt, but state officials say that's not good enough.

Hank
"What if the store says that's our policy and it's printed on your sales receipt?"

Jennifer Carey, Massachusetts Office of Consumer Affairs
"Not acceptable! Consumers need to know that before they enter into the contract and not after."

So we called the store and explained the law, they can't charge a fee that isn't posted! The store agreed and soon after, the table was picked-up with no additional charges! Now Marilyn's entryway is still empty, but at least she's spent nothing but time!

Marilyn
"I love it."

What happened to Marilyn shouldn't happen again, the store will now posted their return policy as required by law. So what's the battle you're trying to fight? Maybe I can help! Send it to helpmehank@whdh.com