Garts Sports Authority Return Policy regarding Gifts Unfair

Today, February 14, 2006, I tried returning items at Garts (also known as Sports Authority) on Bowles Ave in Littleton, CO, that my husband purchased for me 7 days ago for my birthday. I had the original receipt. I tried finding some items to buy first. However, I couldn’t find a helpful salesperson, so I decided to just return the items. After going through the transaction, the Garts associate realized she could not refund my money because the last 4 digits of the credit card I had in my possession did not match the receipt.

Of course it didn’t, because even though the credit account is shared by my husband and me, we have different credit card numbers. The Operations Manager then informed me of their return policy: that the credit card number MUST match the credit card number which purchased the merchandise.

This policy is completely ridiculous and unfair. I was not asking for CASH back; I was asking for the account to be credited: the SAME account which purchased the items. The receipt itself states: “Items on an original receipt will be refunded in the manner they were originally purchased if returned within 90 days of purchase.” I was not asking for anything beyond the stated policy: I was asking for my credit card account to be refunded on items purchased by the SAME credit card account.

I suggested to the manager that she call my credit card company to verify the accounts are linked; however she refused to be accommodating, and then proceeded to explain how this policy prevents fraud. Hmm, nice: nothing like being made to feel like a thief at Garts!

The Ops Manager then informed me that my only choice was to have the person who gave me the gift return the items himself– or I would have to get his credit card and return them myself. Ah, not only does Garts make the recipient of the gift feel bad, but also the person who gave the gift! How friendly and convenient – NOT!

I want to know how a consumer can purchase a gift from Garts with the confidence that Garts won’t screw the recipient. Garts does NOT offer gift receipts. This automatically ensures that any person receiving a gift from Garts will be given unfair and rude treatment, if he/she tries to return or exchange an item based on their Return Policies. Garts/Sports Authority subscribes to The Return Exchange, so if you give a gift to someone who is on “the list” – he will be truly screwed if he needs to exchange for color or size; he will get NO HELP at all, and will then be made to feel like a criminal.

I’m sure Garts believes that their policy has saved them money. Well, they can be assured that their return policy will also cost them many customers. I am happy to pass along my return encounter at Garts to all friends, relatives, sports teams, and acquaintances; advising them not to purchase gifts unless they want the poor recipient to experience the unsatisfactory customer service Garts exhibits regarding returns of gifts.

Garts has chosen the mentality of the “department store” of sporting goods with its unfriendly return policy and lack of knowledgeable sales people. Well, Garts will also flounder like the department store, as savvy consumers realize their needs are better met at specialty stores such as Soccer Stop, Bike Source, Colorado Ski and Golf, REI, etc, where associates and owners are happy to have customers and treat them accordingly.

Comment On This

That seems pretty fair to me. You paid by a credit card, and they wanted to put it back on that same card, not a different one. You weren't trying to get cash back, but you were trying to get money back, were you not?