While most retailers love the holidays and the increased sales of the last quarter of each year, no one looks forward to the dreaded post-holiday gift returns. Better Business Bureau of Southern Arizona is advising businesses to make sure that their return policies are simple and solid before tackling customer gift returns this holiday season.

Most consumers are happy with return policies. According to the National Retail Federation’s, 2010 Holiday Returns Survey, nearly nine out of 10 Americans (88.4 percent) say they find stores’ return policies to be fair.

It’s important for retailers to keep their customers in mind when it comes to their return policy.

“While it’s important that your return policy doesn’t hurt your business, it’s critical that it doesn’t completely discourage and penalize the customer,” said Kim States, BBB President.

BBB recommends that businesses consider the following when creating, solidifying or simplifying their return policy:

Make sure the customer is aware of your policy. Display you policies at the checkout counter and on your website.

Provide gift receipts. Six out of ten shoppers say they include a gift receipt when giving a gift, so be sure to offer one at the time of purchase.

Encourage customers to return the merchandise unused, unworn or unwrapped. Everyone likes getting merchandise in its original package and by encouraging customers to return goods this way, you better your chances that the product can be resold.

Make online returns easy. Lay out the return rules clearly. Explain who pays for the return shipping, where the customer sends the return, and any forms or mailing labels you want them to use.

Stay calm and helpful. The holidays can be a stressful time for everyone and making returns is usually not high on the customer’s list of fun things to do. When working with a customer, always go into a return with a smile. If their experience is good, you may win over a new customer.

For more helpful tips, visit www.tucson.bbb.org.

Layaway has become increasingly popular with the challenging economic times. Many find it very helpful during the holidays to be able to space out payments. However, Better Business Bureau of Southern Arizona warns that putting an item on layaway may result in a loss of money or the item itself if you don’t read the contract carefully.

BBBs around the country have received complaints in the last year from consumers whose layaway purchase did not turn out the way they anticipated.

Consumers mainly place furniture, toys and jewelry on layaway and do so at a variety of stores, including national chains, local retailers and pawn shops.

“It’s important to know the policies up front. For instance, a lot of items might not be eligible for layaway on big sale days so call the store before you head down and stand in line on Black Friday, for instance,” said Kim States, BBB President. “Also, the worst thing that can happen with layaway is the company going out of business. So be sure to only sign up with a reliable retailer.”

BBB suggests that consumers consider the following when using layaway this holiday season:

How long can the item be on layaway?

It’s important to know that some items have a time limit and once that time is up, the item is returned (more…)

It’s time to start planning your Black Friday, that special day after Thanksgiving when retailers gear up to offer their best. Better Business Bureau of Southern Arizona’s past experience tells us that all deals are not created equal and the fine print is often the most important thing. Before you head out the door for a block buster and get caught up in the frenzy, the BBB offers the following tip sheet to help you save time and money.

1. Know before you go.
In the coming weeks many retailers will release their Black Friday deals online, in social media and other publications. Research where the sales are and make a list of your gift priorities to compare prices and plan your day of deals. Since many advertisements will begin before the actual sale, build up a coupon collection as soon as possible. Remember to bring ads with you on Black Friday just in case the price is not what you expected.

3. Don’t fall for false advertising.
Despite BBBs effort to advance trust in the marketplace, some companies will resort to advertisements that are untrue, misleading, deceptive, or plain fraudulent. Black Friday advertising will be abundant and BBB urges consumers to watch for red flags.

Many consumers have experienced frustration and lost money they can’t afford to lose after being lured by prices too good to be true, bait and switch ads designed to bring you in but push you toward more expensive items, fine print return policies, final sales, and deals that end before the day is done. To protect you on Black Friday, BBB advises consumers not to believe all they see or hear without doing their own research to confirm the claims being made. For details and help to decipher truth in adverting, consumers can review BBB’s code of advertising.

If you find advertising you’d like the BBB to investigate tell us more by emailing info@tucson.bbb.org.

3. Maximize advance alerts.
Do you have favorite retailers? Now is a good time to sign up for their email alerts and “like” their Facebook page. BBB Accredited Businesses and other stores are working to reward your loyalty and you may get a jump on special offers.

4. Set up your reward cards.
Have you ever stood in line with out your store rewards card? You either missed out or the clerk may have handed one over. Black Friday deals may have strict restrictions with no sharing allowed. Make (more…)