Returning Trad Gear

I work at a gear shop and had a kid come in the other day to return a full trad rack. Our store policy (like most gear shops) will not take any climbing equipment back even if the tags are still on it. Understandably he was upset and said that this was not stated when he purchased the items. I told him that we have signs in our climbing area saying we don't take returns on the hard equipment and our policy is the same online. Suggested he sell it on here and then he left in a huff. Thought that was the end of it.
Today my boss got a call from his mother (he is a young adult military man) complaining that we would not take her son's gear back. Needless to say we are not taking it back, but we all got a good laugh at the shop...

Hopefully somebody at least explained the reasoning behind the policy, with liability on life safety equipment and that the store would then be eating the cost since they cannot re-sell it. There is a chance he may be more understanding once he thinks that through, versus just hearing "no - you should have read the sign". It isn't your responsibility to do so, but may be more productive.

He's in the military and had his mom call for him? Oy vey!

^standard policy. Good thing your boss stood his ground...got a call from his mommy? LOL

REI will take it back, but they destroy it. 

Beta Bunny wrote:

His concern is about how the customer stored it. In this case the guy bought the rack more than a month ago, so who knows where he stored it. UV damage, near chemicals, we just don't know and can't take his word. We would feel pretty bad if we sold a piece of equipment that was previously returned and then something bad happened and they got hurt or worse because of said equipment. 

And then his mom sues the store for $20M for pain and suffering and adds $30M in punitive damages. 

Sure, the suit goes nowhere - after the store spends $100K in legal fees defending itself.

Retailers will tell you that they cut all slings and cables/wires, then ship back to manufacturer for refurbishing.

Jim Turner wrote: Retailers will tell you that they cut all slings and cables/wires, then ship back to manufacturer for refurbishing.

What retailer told  you that?

Beta Bunny wrote:

We can not resell the equipment even if the tags were still on it. Our store policy for life saving or weight bearing equipment is there are no returns. Our concern is how they stored it. Spilled something on the webbing, uv damage, etc....we can't take their word. 

Meh, kind of an extreme policy, maybe for slings it makes sense, but it's pretty easy to make a good judgement call on these things. 

The likelihood of it being damaged is extremely low. UV wouldn't do anything in a month and you would be able to see UV damage anyway. 

Tradiban wrote:

Meh, kind of an extreme policy, maybe for slings it makes sense, but it's pretty easy to make a good judgement call on these things. 

The likelihood of it being damaged is extremely low. UV wouldn't do anything in a month and you would be able to see UV damage anyway. 

When you open your own gear shop, you can make your own return policies! I look forward to your liberal and generous policies. 

FrankPS wrote: He's in the military and had his mom call for him? Oy vey!

That’s understandable, she probably paid for the rack 

FrankPS wrote:

When you open your own gear shop, you can make your own return policies! I look forward to your liberal and generous policies. 

Jokes on you Frank cuz I did have my own shop and I had the same return policy but often made exceptions based on my excellent judgment skills.

Bossman can make customers do a headstand for a return but that doesn't make it right. Sometimes the boss has to use their brain to ensure excellent customer service.

Tradiban wrote: If the tags are on it and it's obviously unused, why not take it back?

I buy a bottle of Tylenol, sneak some poison into it, and then return it.   Ring any bells?

Wait a sec guys, we haven't shit on Private Pyle enough yet!

Personally, I do not want to buy gear advertised as new at full price that some other patron stored or maybe used for who knows where / how for a month.

Now booty that did not cost me a dime? That I am willing to make a judgment call. At least for that I know I alone “own the call”.

https://www.youtube.com/watch?v=oeT5otk2R1g

Roots wrote
REI will take it back, but they destroy it. 

I knew a guy that "destroyed" lots of gear from the REI he worked at. 

Tradiban wrote:

Meh, kind of an extreme policy, maybe for slings it makes sense, but it's pretty easy to make a good judgement call on these things. 

The likelihood of it being damaged is extremely low. UV wouldn't do anything in a month and you would be able to see UV damage anyway. 

The certification is void when the item is "used" as in sold, only the manufacturer (or their agent) can re-certify equipment for re-sale.

Jake Jones wrote:

Sam, just give him my number.  I'll set him straight on how military personnel should behave. ;)

Yup.  

Currently at 23 years active military and my son has been in for 2 months now and I guarantee we will not be calling anyone on his behalf and no one called on my behalf.  

If his mom did it without asking, she's wrong.  If he asked her to do it, he's wrong.

Military service is no excuse.

It's a widespread policy and it makes sense, to put it mildly. Critical equipment that is used when one's life in on the line.

I personally do not want a cam someone returned, even if the "tags were still on it" (which means absolutely nothing).

I have to wonder why someone is trying to return an entire rack of cams... but regardless, a store doesn't "owe" you the right to return stuff. It's a privilege granted (or not) by their policy. Customer service discussions notwithstanding, this is a fact.

Gear shops do not and should not have to verbally declare that hardware is nonrefundable every time they sell a carabiner. There should still exist a modicum of consumer responsibility here. 

Jim Titt wrote:

The certification is void when the item is "used" as in sold, only the manufacturer (or their agent) can re-certify equipment for re-sale.

Sounds like you could have a nice little niche market recertifying returned equipment out of your garage!

Tradiban wrote:

I guess what irks me is that you are disparaging a "military man" because his mom called on his behalf. This "young adult military man" is probably 18-19 years old and simply told his mom what happened and then she turned around without his permission to call you up and try to help her son out. These guys have a hard job (a whole lot harder than your gear shop gig) that takes up alot of their time and energy, they need people to do things for them. Mom was likely acting on this need. This policy is pretty unique in retail, more than most items a person buys can be returned, so I think his confusion is understandable.

Out of respect for his service to our country and in name of excellent customer service you could have worked something out for him. Btw, watch out because if word of his mistreatment gets to the CO they could ban all service members from purchasing from your store.

Anyone has a harder gig than a retail employee at a gear shop, but I don't know many careers/jobs that would require their mom "to do things for them". This was a parent that wanted to fix her son's problem, that's very nice, but we can't make exceptions on that kind of gear. It's our policy, maybe it's little extreme, but our customers appreciate that and as a climber I do too. If I am buying it full price I want to be the first owner. 

We have a lot of military personnel come from the base near us and we have a good relationship with them. We provide them with discounts and the best customer service. We have taken returns on tents, sleeping bags, boots, etc.....but never climbing hardware. I'll keep in mind your warning to not mistreat service members.....or anyone, because that's just a shitty thing to do. Thanks for the reminder.