( ♪♪ )
>> Erica: This week on
"Marketplace"...
>> Hi there, how are you
today?
>> Erica: The return desk.
>> We just have a return here,
>> Yeah.
>> Erica: It's where shops and
shoppers can collide.
>> So I can't have cash back?
>> Erica: Three Canadians
try to get their money back.
>> Erica: In a series of tests
that challenge the rules of
returning.
>> Erica: we reveal how to get
past the point of no returns.
( ♪♪ )
>> Erica: Every week, a million
shoppers jam the stores of
Toronto's Eaton Centre.
Three "Marketplace" viewers
are getting ready to join the
crowds but they won't be
spending, they will be taking
things back.
>> My name is Danielle Cloutier
and I'm from Windsor, Ontario.
>> My name is Ino Diville and
I'm from Milton, Ontario.
>> I'm Wolfgang van Rosean,
and I'm from Oakville.
>> Erica: We're sending these
three on a mission to test
those frustrating retail return
policies we've all struggled
with.
>> You should be able to just
go right in, do an exchange
and it should be simple,
a simple process.
>> My personal experience with
the returns process, can be
very frustrating.
>> And I think a lot of people
are afraid to actually return
and complain.
( ♪♪ )
>> Erica: Stores in Canada
don't have to give you your
money back or an exchange or
even a credit.
That means a successful return
often comes down to a
shopper's individual ability.
And that's what we're testing.
>> Erica: You'll watch on
hidden camera as we give our
three testers challenges that
could handcuff the most
seasoned shopper.
But to help them out, we're
sending them to a special boot
camp first.
It's a crash course on how to
negotiate at the returns desk.
>> Erica: Hey, guys.
Welcome.
Leading the class is a guy
who's an expert in getting his
way.
>> Hi, guys, nice to meet you.
( ♪♪ )
>> Erica: Bill Smalley is a
professional negotiator.
Who teaches others how to
do it, too.
>> Erica: All right.
Well, welcome to our
"Marketplace" boot camp where
it is all about the returns
desk.
Bill says the key is to get
comfortable.
>> The reason that negotiating
is uncomfortable has to do
with one thing, conflict.
>> Erica: Well, not everyone
here is uncomfortable.
Wolfgang is a bit of a ringer.
>> I return items on average
about twice a month, and my
conviction is that I gave you
money, my money is good, so
the product itself should also
be perfect.
>> Erica: Right away, our
experts got a tip.
Ask the clerk for help.
>> It's not you demanding
something, that's a
power-based approach.
It's not you trying to force
that person to comply with
your will because you feel
entitled.
You're saying, let's work
towards what we both want
here.
>> Erica: Danielle is fresh off
a difficult return.
When she got it home, her new
TV was damaged.
But Future Shop told her to
deal with the manufacturer, LG.
>> So I put the damaged TV
back in the box and I went to
the store the very next morning
to return it.
And I was told it was considered
concealed damage, therefore
it was LG's problem and not
Future Shop's.
Should have just done a
simple exchange.
>> Erica: Our experts got more
tips, stay calm and hang in
there.
>> The toughest negotiators
have one advantage over most
of us.
They outlast us.
>> Erica: Time for our testers
to try out their new negotiating
skills.
I get to play a difficult sales
clerk as Ino tries to bring
back some earrings.
>> Hi, can I help you?
>> Yes, my wife doesn't like
them, doesn't fit her style.
>> Unfortunately, because they
are earrings, I can't return
them.
We have a policy that it's not
hygienic to return these
things, so unfortunately I
have to give these back to
you.
>> I don't know what to say.
At this point, I would just
cave in.
(Laughing)
>> Because it's hygienic.
>> Erica: Okay.
So our testers need to review
the negotiating tip sheet.
Get comfortable with conflict.
Ask the clerk for help.
Stay calm.
And hang in there.
>> You up for it?
>> (together): Yes.
>> Okay.
Be on your way.
( ♪♪ )
>> Erica: Tomorrow, they'll
need those skills as they test
the art of negotiating for real.
( ♪♪ )
>> Erica: It's day two of our
"Marketplace" boot camp.
Welcome to return challenge
day.
Are you ready?
>> (Together): Yes.
>> Erica: You certainly look
ready.
You're looking very professional
in your suit, Danielle.
Our testers have dressed for
return success.
And we accessorize with a few
hidden cameras.
Okay, guys, you ready for your
first challenge?
>> (Together): Yeah!
>> Erica: These guys don't
have a clue what products they
will be taking back or under
what conditions.
But they're about to find out.
Okay, you've got a printer ink
cartridge from Best Buy.
Ino, a pair of shoes from Aldo
and Danielle, you're returning
a doll to Disney.
All of these have their original
receipts, we paid cash.
Now I want you to take the
product out of the bags and
out of their packaging.
Then we up the stakes.
I want you to throw the
packaging away.
You're challenge is we want you
to bring back all of these
products.
You've got the receipts but you
don't have the original
packaging.
And we want you to get cash back
only.
No store credit, no exchange.
Challenge one, no original
packaging.
Because that defeats a lot of
shoppers at the returns desk.
>> I've never in my life
returned for cash any item
without the packaging.
I think I might have to
escalate to a manager.
>> Well, I'm thinking it's
going to take some persistence
on my part because it clearly
states on the receipt that a
full refund will not be issued
without the original packaging.
>> Erica: We hook up our
testers with our "Marketplace"
team, also wearing hidden
cameras.
Do you think you're ready?
>> (Together): Yeah!
>> Erica: Okay, off you go.
With products in hand, but no
packaging, our testers will be
using common reasons for their
returns.
Inside Aldo, Ino is off to a
good start.
>> Erica: The first clerk hands
him to a second.
And a third.
>> We can't do that without the
box.
>> I know, I know that.
>> Erica: He tries one of the
tips he's learned, ask for help.
>> Erica: While she gets the
manager...
Danielle's at a Disney store,
with an everyday story about a
doll with no packaging.
>> Erica: Once again, the
manager's called over.
>> Erica: A credit isn't good
enough, though, for our
challenge.
We asked our testers to get
our cash back.
>> Erica: Now it's Danielle's
turn to pull a line from our
expert's playbook.
She asks for help, too.
>> Erica: Over at Best Buy,
Wolfgang's also using his
training to take back an ink
cartridge with no box.
>> Erica: How will our testers
do?
Success or epic fail?
( ♪♪ )
( ♪♪ )
>> Erica: We're at Toronto's
Eaton Centre taking on Canada's
return policies.
In this first challenge,
returning products without the
original packaging.
At Best Buy, our tester,
Wolfgang, has no trouble
returning an ink cartridge
with no box.
>> Erica: And he's pretty
pleased about it.
>> Oh, yeah!
>> Erica: Over at Disney, the
manager repeats the store's
policy about needing the
packaging but then --
>> Erica: Success number two.
>> Erica: Danielle signs the
receipt and heads out with
money in hand.
( ♪♪ )
>> Erica: At Aldo, things are
more difficult for Ino.
He's explaining again what
happened to the shoe box.
This time to the manager.
>> Erica: A lot of shoppers
might give up at this point,
but Ino hangs in there.
>> Erica: Will it help?
>> Erica: And we're three for
three.
( ♪♪ )
>> Erica: Back at boot camp,
congrats all around.
Ah, Bill!
Well-done.
>> Well done, guys!
>> Erica: In all three cases,
stores bent their return rules
after our testers admitted the
packaging was an issue and
asked for help.
Good job, that's exactly what
you were taught.
>> When you do that, it makes
it easier for them, you
actually reduce the conflict.
>> Erica: Now, are you ready
for challenge number two?
>> Yes.
>> Bring it on.
>> Erica: Wolf, for you, a pair
of sunglasses.
For you Ino, a bottle of rum.
Danielle, a book.
For the second challenge,
things are about to get a
whole lot harder.
Okay, now, hand over the
receipt.
Thank you very much.
Thank you.
And for this challenge, hand
over your personal I.D.
>> What?
>> Erica: If they ask for your
name, your number, your phone
number, don't give anything.
We want you to try for cash
but you can settle for a store
credit or an exchange.
Challenge two targets the fact
a lot of stores now ask people
to disclose personal info
during returns.
>> I'm thinking it's crazy,
when you don't have a receipt,
you don't provide any I.D.,
I would turn myself away.
>> I don't think the request
for a full refund is going to
work but maybe an exchange is
doable.
>> I am so very against
providing personal information
so I'm looking forward to the
challenge.
>> Erica: Refusing to give
personal info got Ino banned
from a Shoppers Drug Mart when
a $7 return got heated.
>> At the end, the store
manager did give me a refund
but, at the same time, he gave
me a paper and the paper
stated that should I return to
the store, I can be charged
and arrested.
>> Erica: So how will Ino do
here if he's asked for I.D.?
We sent him to Ontario's
government-run liquor store
where the clerk tells Ino,
without a receipt, he can only
exchange that bottle of rum.
>> Erica: Time to talk to the
manager.
Meanwhile, over at Sunglass
Hut, Wolfgang psychs himself
up and takes the plunge.
>> Erica: Right away, wolf
offered an exchange, but he's
holding out for cash.
>> Do you think you'll get
your money back?
>> I'm gonna try my hardest.
>> Erica: Same with Danielle
inside Indigo.
No receipt but determined to
get cash back for her books.
>> Erica: Both Danielle and Wolf
try for sympathy.
>> Erica: But the answers they
get are the same, no cash
refund.
>> Erica: Danielle finally
decides to take the credit and
run.
But then the second part of
the challenge kicks in.
No giving personal
information.
>> Erica: A second clerk gets
involved but Danielle stands
firm.
>> Erica: The clerk gives up,
and Danielle emerges with a
store credit and her privacy
intact.
>> Erica: Back at Sunglass
Hut, the clerk is on the phone
to the manager.
>> Erica: But sticks to store
policy.
>> Erica: Over at the liquor
store, the manager's hearing
that Ino only wants cash.
>> Erica: The manager says
something to the cashier.
It seems Ino might just get
his way.
But then, uh oh, a request for
his personal information.
>> Erica: This kind of thing
got Ino banned from one store,
how about at the liquor store?
>> Erica: He's told there's no
help to be had.
So what's the deal with I.D.?
Stephen O'Keefe speaks for
stores.
He's with the Retail Council
of Canada.
Should people have to give
their home phone number, their
E-mail, sign something with
their signature for a refund?
>> You put those conditions
hopefully not to affect the
honest customer, but to act
some kind of a deterrent
affect to the customers who
take advantage.
>> Erica: He says customers
who take advantage cost stores
more than a billion dollars a
year.
>> The effects on the
profitability of the store is
so detrimental that you really
have to pay attention to it.
>> Erica: It's a balancing act.
Stores want happy customers
but can't take everything back.
So now we're really going to
find out where's the point of
no return.
We're about to start challenge
number three.
And it is out there.
This next challenge is based
on extreme returns that happen
more often than you think.
( ♪♪ )
>> Erica: Wolf.
>> Oh, Oh.
>> Erica: $10.
>> M'hm.
>> Erica: Your assignment is
to take that money, go into
McDonald's, order a meal --
>> Yes.
>> Erica: -- eat half of it.
>> Yes.
>> Erica: -- change your mind
and ask for a refund.
>> Wow.
That's crazy.
>> Erica: And Ino, here is
your assignment.
Can of paint, this is a custom
order that you have requested
a can of Lovely Lady, and now
you've changed your mind and
you want a refund.
>> Okay.
>> Erica: Danielle, for your
challenge --
Megan, could you step in
please?
This dress has been worn
to a party and we're going
to ask you to return it.
Challenge three, extreme
returns that test how far
stores will go to keep a
customer.
>> There's no way that I can
return this.
It's next to impossible to
return it but never say never.
>> In this challenge I could
put myself in their shoes and
completely see how I should be
turned away.
>> I thought it was doable.
I still had the receipt and
the tags were still attached
to the dress.
>> Erica: Okay, guys, no easy
task.
We're going to bring in the
reinforcements again, our
"Marketplace" staffers,
are you all ready?
>> Yes.
>> Erica: Okay.
Well, head on out.
Let's see what happens.
Our testers sure have their
work cut out for them with
this challenge.
With no returns or exchanges
allowed on tinted paint, Ino's
return seems the toughest one
of all.
>> Erica: Will he get a lovely
return?
We'll find out.
( ♪♪ )
( ♪♪ )
>> Erica: Our three testers have
spread out in and around
Toronto's Eaton Centre.
They're trying to get a refund
or credit to see how far
stores will bend their return
policies to keep customers
happy.
Danielle's trying something
people do all the time.
Returning clothing after it's
been worn.
In the industry, it's a worry
called wardrobing.
>> Erica: Wolfgang's not
working nearly as hard at the
golden arches.
Danielle decides to politely
escalate.
>> Erica: And it pays off.
>> Erica: The store may take
it back, but Stephen O'Keefe
with the Retail Council of
Canada says most
previously-enjoyed clothing
can't be resold.
>> So that is a hit to the
retailer because they are not
sending it back to the
manufacturer.
If they're importing it so
they're taking a hundred
percent loss on that item.
>> Erica: How does it affect
us as a consumer?
>> It will affect us in higher
prices, a continuation of
higher prices in order to
offset that cost.
>> Erica: So you know, we
offered to pay back the
retailers we visited or donate
the money to charity.
At Canadian tire, all of Ino's
boot camp skills are focused
on that can of paint.
>> Erica: 20 seconds tick by.
>> Erica: Finally...
>> Erica: Ino outlasts the
manager, no cash, but a huge
result with the refund card.
>> Erica: Meantime, Wolf
prepares to return half a
meal?
>> Erica: Wow, he gets all his
money back.
Just goes to show how far a
company will go to keep a
customer satisfied.
>> Erica: Back at boot camp...
So it's been a long day.
I'm curious to find out what
the big messages were for you?
>> Trying to work with the
retailer.
>> Remaining calm and
collective and confident.
>> The approach that engages
the other person.
>> As opposed to telling them
it is my right, you got to
fulfill it.
>> Erica: You guys were
terrific sports.
Thanks so much for taking place
in our "Marketplace" boot camp.
Use your force for good.
The lesson learned here?
Knowing how to negotiate can
bring many happy returns.
Good students.
>> They did very well.
( ♪♪ )
