News
95 per cent of returns not faulty
Ben Furfie Jun 3 2008, 11:59am
Comments (4)
Staggering amount of products fraudulently returned to retailers
Customers are costing businesses billions of pounds a year, returning products as faulty when almost all items still work perfectly fine, according to a report out from consulting and outsourcing Accenture.
According to the research, a staggering 95 per cent of all electronic products returned to retailers in the UK still work perfectly fine, with as many as 68 per cent of those returns being products that work properly, but did not meet the expectations of the customer.
More worryingly, another 27 per cent of products returned where done because the customer decided they no longer wanted them, returning them as faulty to get their money back.
Such customers cost the US economy $13.8 billion in 2007 alone, with between 11 per cent and 20 per cent of all electronics bought returned to retailers.
- mixx
- digg
- stumbleupon
- del.icio.us
- technorati
- yahoo
Comments
“returns”
Posted by: distie - Jun 3, 2:16pm
and retailers get funny with us disties for having 'strict' RMA procedures...!
“Re: returns”
Posted by: Supermarket Worker - Jun 3, 2:35pm
I work on customer services in large supermarket and we always plug in any products that haven't been said to be sparking to make sure they work – and even they are tested in a secure room before the customer gets a refund or exchange.
You be surprised how many customers go back with a TV they thought'd 'upgrade' by returning their 'faulty' one for a new model.
“Re: returns”
Posted by: jo - Jun 3, 4:02pm
I work in PC shop, for every 1000 item we sell we get 30 returns as fault. Out of that 98% are not faulty. Just that the user did not know how to use or the computers will to run those devices because of the age of the system. Some users still have system that I built 9 to 10 years ago. Come on customers wise up.
“Re: returns”
Posted: Jun 3, 6:53pm
Problem is that under the consumer protection act (UK) the retailer has to prove the product isn't faulty if returned within six months.