Big Lots Informative - Some Info on Big Lots
Hello all, I currently work for a Big Lots store and have for going on 3 years. I will say I agree with a lot of the comments people have made on here. A lot of the policies the store has are pretty ignorant, but if you (the customers) are to ignorant and irresponsible to keep a receipt for a short period of time then it's your own fault. I have checked out numerous people that will buy something for their car, go out to see if it fits, then it doesn't and then come back in for a refund, and have already lost their receipt somewhere between the front of the store and their car;then they whine and complain, " oh I just bought it", "You remember me don't you", Yeah I do remember you it's only been 5 minutes, but what people don't understand is the employees have to go by company policy. Do you think every manager likes having to say "No sorry sir, I know you were just in here but I can't do anything without the receipt". No we don't but and in some cases the manager will look the receipt up if it has been a very short period of time, but we also want to keep our job even if it is not the job we would really like to have right now. We are just enforcing their rules, and usually it's the customer that gets rude before any employee because they are upset they can't return something or get a refund because of policy.
It's not the managers fault or the cashiers fault, it's the fault of a company that should have some better policies in place for certain situations. We can't bend and shape the policies for every customer and every situation that arises just to please everyone that walks in because every situation is different in some way. I know my store manager does a lot more then he is supposed to when it comes to making sure the customer is happy and won't call corporate. It's a double edged sword in retail at Big Lots, if you try to go by straight forward company policy you piss the customer off and they want to call corporate, but the manager doesn't want that to happen because even though he/she is going by company policy they will still get yelled at because they didn't please the customers every whim.
So then, at my location anyways, the store manager usually winds up giving in even though most of the time the problem is the customer not having a receipt, and should not get a refund anyways. It states clearly on the receipt, Returns accepts for 30 days with receipt and original packaging, it's not the employees job to keep customer receipts, it's your job as a customer and a responsible adult. But when a customer is in our store literally acting like a little kid that didn't get an extra cookie after dinner our store manager usually lets them have their way. I know there are different refund/return/exchange situations that are more difficult/complex to deal with but this is the most common.
Another issue that the customer base just doesn't understand is that Big Lots is a close-out store which means that a lot of item/furniture /patio furniture is overstock or discontinued items from other retail store and manufactures. This is especially true when it comes to patio-furniture, most of this product is the manufacturers previous year model inventory, so when Big Lots runs out they may or may not get the product back in again before the season is over, we can't just crap out another one to please you. We can't call the manufacturer because nothing is ordered at the store level, all product is ordered at the corporate level. The most we can do at the store is call another Big Lots location and see it they still have any in stock.
And I at the store I work at moral, is and always has been since I've been there, very low, because the store does nothing to boost moral or raise the spirits of the employees and when most of your employees are depressed it's going to show when dealing with customers and work productivity is going to suffer. But with the economy the way it is and jobs very limited we all know we just have to try and keep out mouths shut and try and keep our jobs no matter how depressing it gets. This is just my two cents and I could say a lot more but I'll leave it at this for now.