Catharsis: Anthropologie makes changes to its return policy

Update: I have been contacted by Anthropologie’s home office social media team to say that the return policy isΒ notΒ changing. However, this contradicts information I received from several store employees, so I have asked for clarification from a senior manager in customer relations at the home office. Stay tuned!

Anthropologie has long rivaled Nordstrom for one of the most generous return policies in retail. But as Anthro struggles, it is tightening its fist on that generosity. Changes to the return policy are here and they do not benefit the customer…

Effective immediately, Anthropologie has changed its return policy for purchases made 6 months ago or longer. Anthro is now purging purchases more than 6 months old from its system. What does this mean for you? If you try to return that you bought 6 months ago or longer ago than that, Anthropologie will not be able to find your transaction record even if you have the tags still attached and your original receipt. As a result, returns of these items will be treated as “no receipt” and you will only be eligible for a merchandise credit of the current selling price — which may be as little as $0.01.

As of now, the Anthropologie website’s customer service page on returns has not been updated to reflect these changes. However I am being contacted by ever more community members running into this issue making both store and online returns, and a little blue birdie tells me that the change is being rolled out slowly across stores and will be nationwide (and Canada too) soon.

I can’t say that I am surprised to see this change but of course it still stinks. I have to think that several issues contributed to this change. Firstly, I can’t tell you how many times over the years I’ve seen someone grab up 14-20 of the same item in-store and buy it, clearly with the intent of reselling it on eBay, and the stores can do nothing about those purchases. I’ve seen people come back two years later with these same piles that didn’t sell getting their full return credit and then turning around and doing it again with another item. The resale market for new Anthro is much slower and hopefully this will slow it down even more.

Secondly, and probably much more importantly, customers are getting burned by declining quality at Anthropologie. Though I have been outspoken here about not wearing an item and then returning it afterwards, I have been dismayed by how many of my Anthro purchases over the last two years have either fallen apart or become unwearable after the first wash. And those items I most certainly return! It’s gotten to the point where I don’t even talk about an item I’ve bought here on the blog til I’ve washed it a few times and I’m sure it holds up. If Anthropologie could fix their quality issues, I’m sure returns would decline.

Thirdly, I do believe there is a sea change happening in the retail world right now, a sign of a change in the overall consume zeitgeist. Time was that people bought new clothes once or maybe twice a year and then held onto that clothing for years. Over time, we’ve been sold the idea of new clothes for more occasions to the point where buying clothes is now a constant, year-round thing. As the USA has opened up to ever more trade and imports, the products we buy have gotten ever cheaper (in price, and yes in quality too one could argue.) Our money could go further and over time we spent ever more. At some point, this cycle had to become too much. Consumers are revolting against the over-consumption ideals being sold to us. It’s too much! No one needs new clothing every week and even those of us who want that (*raises hand*) are realizing that I may as well just light $20s and $50s and $100s on fire because it’s effectively burning money, pouring it down the drain.

These days if I need clothing for a special occasion I lean towards borrowing it — as in contacting a retailer’s PR arm or coordinating with a store to see if I can borrow an item for an evening — or renting it. Do I still love to buy clothing? Yes of course, it’s a hobby that never gets old. But I no longer wish to stuff my closet full and with so many clothing retailers, this drop in business can quickly become lethal.

So if you’re a retailer whose designs are not resonating with the customer, whose fit and quality has fallen off a cliff, and who is turning their focus away from what made them so popular and gave them exponential growth in the first place…well, you’re going to end up with a lot of frustrated former customers and a lot of disappointed customers making returns.

And then perhaps, you tighten your returns policy to prove that you are less and less of a customer-friendly store. Le sigh, Anthropologie. Le sigh.

113 Comments

  1. Lindinha
    June 8, 2017 / 10:38 am

    I'm so glad you covered all sides of the issue!

    6 months is still a generous return period in my opinion especially with the downturn of the retail sector. I think Target is somewhere between 60 and 90 days and Macy's doesn't really communicate their changes to the public so I have no idea what they are doing anymore.

    Not to mention, Anthro conceded somewhat on the free shipping issue so it makes sense they'd have to trim other areas. But what I have yet to see is the improvement on Apparel that was discussed on the call.

    • Andrea
      June 8, 2017 / 11:21 pm

      Target is one year.

      • Dina
        June 9, 2017 / 2:04 am

        Target is one year for Target branded items (like Mossimo, etc.), otherwise it's 90 days.

    • jen
      June 9, 2017 / 1:23 am

      Macy's actually made their return policy more lenient. it used to be 90 days or so, now there is no limit

      • Dina
        June 9, 2017 / 2:03 am

        Items bought in a Macys store have a one year return limit. Macys.com purchases have no time limit.

  2. iamjusterin
    June 8, 2017 / 11:14 am

    I might have felt pretty disappointed by this action at some point in the past – but my purchases at Anthropologie are so few and far between (I've yet to buy and keep anything in 2017) that I can just merely shrug my shoulders at this.

    It is disappointing that the customer service side of things seems to continue to slip – but as your post indicates the bigger issue is that Anthropologie is designing items that do not fit properly, are poorly conceived and are simply of low quality.

    I was happy to see free shipping announce – and I have checked the website a few times … but, I am to am at a point where I don't need to fill my closet – just supplement a few things and replace those which have worn out and I don't have room for anything that's not exactly what I want for both quality and fit.

    • Anthro_Blogger
      June 8, 2017 / 8:04 pm

      So good to see you on the boards Erin! I'm right there with you, I have bought 1 thing from Anthro this year. Gone are the days I would call around for items, stayed up on markdown days and dogeared everything in the catalogs. Now, they go straight to the trash without even a glance. Even though it doesn't have a bearing on my personal situation, I think this change is a mistake. As a person who has worked and studied retail trends, customers are quicker to recognize not what you give but what you take away. And yay for the free shipping but frankly, it's about 5 years too late. Sad to say Anthro's decline is mostly their own doing. Last time I was in, I noticed NONE of the SAs were wearing Anthro pieces. That last sentence is presented without additional comment.

      • San
        June 9, 2017 / 12:11 am

        I heard that SA at my local store wear unpurchased merchandise while at work called roaming models, I don't know if this is just my store

        • Dina
          June 9, 2017 / 2:12 am

          Wow interesting…all the SA at my local store wear Anthro stuff – maybe that's why (and it definitely makes me take notice of the clothes more).

          • Dina
            June 9, 2017 / 2:27 pm

            The stuff I notice SAs wearing are the few things I find appealing that they're selling, otherwise I don't notice!

      • iamjusterin
        June 9, 2017 / 9:38 am

        Yeah – I still follow along – I just have a lot less to say … and like you, I'm not staying up late on sale night, waiting to see if the dress I've been eyeing up will get its first cut. πŸ™‚

        Interesting regarding the SA clothing – I have been stopping by my stores a lot less and I was thinking it was just that I was less familiar with the items … but you may be right. But honestly, the last time I went ooo, I love what you're wearing was about a male SA who had the most gorgeous shawl and he did tell me – it wasn't Anthro but an etsy seller.

    • Shari
      June 9, 2017 / 6:07 am

      I agree 100% with you Erin. I have purchased a few things this year (about 5) but my purchases too have shifted to other retailers. For me, the free shipping is nice and other than for things that fall apart after one wash I tend to return quickly so the new policy does not affect me that much. The bigger issue is the poor quality and fit along with changes that all seem to be going in the wrong direction or are just too late. It will take some time to right the ship if even possible at this point. And although water under the bridge, the destruction of the wish lists multiple times actually turned me away as much as anything else. I know the lists are just clothing items but they were something that I took time to create and cull from time to time and it really changed my shopping at anthro (I no longer have extensive lists).

      • iamjusterin
        June 9, 2017 / 9:20 am

        Agreed regarding the wishlists. I loved having a curated list of things and of course, the occasional popback was nice. But that deletion and removal of the wishlist was the first major departure in customer service for me.

        I also think the aesthetic of Anthro now is very different than it was from 2005 – 2012 … those years had a more refined/retro look, that's been replaced by … I'm not even sure – more modern/boho/just shapless. And for me, the clothes no longer fit who I am, what I wear and where I wear it… is it nice to have a boho dresses for weekends and vacations – but I can't wear those to the office. I think it is fun playing with silhouettes .. but honestly, off the shoulder, crop cut, wide cut items – I don't need 30 of those looks …

  3. Anthropolitan
    June 8, 2017 / 11:24 am

    Thanks for this post, Roxy. I agree – it's still a generous policy (but I do think they should have grandfathered it in, and honored the policies on the receipts that people who have already bought items already have. ) I almost never return something after the 1 month mark, much less 6, so it doesn't affect me that much. I'm a little concerned about the ability to return items that fall apart after a wear or two, though, given that they sell things so far out from when we actually can wear them. This part of the policy will make me think twice about buying – especially clothes.

    I guess what I'll miss most is finding a popback online or in store of something long sold out and super low in price. For the past 3 or 4 years I've always found a pair of jeans at the end of season sale for $20 or less that would have originally retailed for $170 or more. This truly means the end of all those prize catches. (And I know those deals only benefit me and not Anthro, but it was part of what kept me coming back into the store, and lingering there. To buy more. ) The free shipping is showing up a little late – everything else that's fun about shopping there is already gone. I went to the Anthro in Harvard Square yesterday to do some returns, and ended up hurrying out of the store afterwards because I wanted to make sure I had time to shop in other stores with the limited time that I had. Even a year ago, if I only had an hour or two to be out and about, Anthro would have been my prime destination. Not anymore.

  4. Becky
    June 8, 2017 / 11:26 am

    Ugh I don't live near a store, I visit one about every 6 months to make returns. I refuse to pay return shipping so I save the items until I go in store.

    What am I supposed to do with the items that I paid 100 but now are valued at 30. I want back what I spent. This is going to reduce my shopping there even more unless they give merchandise credit for what I paid not the current selling price

    • Becky
      June 8, 2017 / 11:33 am

      On a side note. Anyone know if Santana row, ca store has adopted the policy yet? I may try to make a special trip just for returns before they start this

      • LoveYellow
        June 9, 2017 / 8:01 pm

        I just made 2 "old" (just older than 6 months) returns to Santana Row this afternoon and did not have any issues with my returns.

        • Becky
          June 9, 2017 / 9:48 pm

          Thanks LoveYellow!

  5. kelly
    June 8, 2017 / 12:06 pm

    When I first heard this was happening, I honestly couldn't hate on it because I saw little reason anybody would need to hold on to an item for more than 6 months before deciding if they actually want it. You raise a really good point about those items that fall apart after a wash or two, that I had not considered, but even so… maybe I just have fewer clothes than most, but I feel like 6 months is plenty of time for me to wear and wash my everyday clothes multiple times and see if they hold up.

    Full disclosure – I live somewhere without real seasons, so don't have the issue – which is of course a valid concern for many – of buying something in "winter" when I won't be able to wear it until the weather warms up, or vice versa.

    I will harp all day long about the declining quality and bad designs at Anthropologie, but I think the new return policy is pretty fair.

    • June 8, 2017 / 12:09 pm

      I think for everyday clothing that's certainly true but I can think of plenty of examples where I might buy something and not wear it for months.

      For example, I go to Hawaii or Costa Rica pretty much every year or other year. I might buy a dress in January for a trip happening in late June. So I won't know til July (about 6 months later) whether the dress holds up to multiple washings or not. And Anthro sells a lot of specialty clothing.

      • kelly
        June 8, 2017 / 12:13 pm

        Very fair point; it would be nice if they could make an exception for defective items, but I suppose that would be subject to people trying to game the system.

  6. mary
    June 8, 2017 / 12:45 pm

    In general, I think a 6-month return policy is still generous. However, I have 2 major issues with the new policy. If an item falls apart after it is washed or it is defective in some way, then a customer should be able to return it even if that happened after the 6-month window. I think even the Gap allows that. I think it is actually poor customer service not to stand behind the quality of the stuff you sell. And the second issue I have is that if you purchased something under the old policy, that policy should still stand for those items you purchased. I'm not a lawyer but I'd think you sort of entered a contract or bought something based on that old policy so that policy should still hold true for those items.

    • Anthronana
      June 8, 2017 / 12:57 pm

      I agree. I think they should honor the old policy for any items that were bought before the new policy effective date. But based on what Roxy posted here, I think they might not be able to do that due to system issues. This is very frustrating since I actually got several dresses last winter after I gave birth thinking I will be able to wear them once I shed the baby weight. Oh, well, guess I am keeping them to wear next winter…

  7. Moira
    June 8, 2017 / 1:44 pm

    I recently attempted to return a dress that I received for my October birthday (8-15-16), brand new, still in bag, with tags – and they said that their "new system" couldn't find the information for the very clear gift receipt that I had because it was older than 6 months. As an older woman, the dress just was not my style, and I forgot about it and always meant to travel to a store to return. Additionally, my daughter spent $180 dollars on this item. The online worth was $15.99 and they just stood and stared at me.
    Very disappointing.

    ***The exchange (which is unbelievable, but now a concrete part of my memory):

    "We can put the last selling value on a gift card for you…?"
    "Uh, the $15.99?"
    "Yes! Happy to extend that courtesy."
    "Um…sorry…I'm just…in shock…what is this?"
    "Sorry – it's a new system issue. We had to amp up our security. You understand."
    "…but my daughter purchased this and paid a lot of money for it. It's brand new, with tags? What's the issue?"
    "I'm sorry I don't have an answer for you."
    "Your website says that your returns are UNCONDITIONAL?"
    "Stores can implement their own policies. Sorry we couldn't be more helpful!"

    I sat in my car and cried. Still crying on the inside.

    • Amelia
      June 8, 2017 / 2:05 pm

      That s appalling! I'm so sorry you had that happen to you! ESPECIALLY, since when the dress was purchased, the old policy was in effect! They basically lied to you! I would try calling CS and talking to a manager.

      • Moira
        June 8, 2017 / 2:23 pm

        Hi Ameila!

        It was actually a manager who was assisting me at the cash wrap; that's why I was so shocked.
        I did call Anthropologie's corporate office that evening and they said that store can change/modify their
        return policies without notice. It's up to their discretion how they "navigate/interpret" the "unconditional
        return policy." It's absurd. I left my information with Anthro and requested that a higher-up call me and
        explain why this is being tolerated.

    • Lindinha
      June 8, 2017 / 2:15 pm

      That's awful! They wouldn't even do a merchandise credit for the full value?

      I bet if you email CS – they'd rectify the issue.

      • Moira
        June 8, 2017 / 2:24 pm

        =-(

        No merchandise credit since the system could not read/find the receipt information.
        It was really awful. I called my girlfriends that night and they all had similar stories.

        We spend a lot of money at Anthropologie and I was so appalled by that.

      • Moira
        June 8, 2017 / 2:28 pm

        Hi Roxy!
        Hoping I get a call back from Anthropologie because I need an explanation for this treatment.
        It was really unfathomable; at first I thought it was a glitch, but then I shared what happened with
        friends and they had all been recently turned away. They had been fed the same information about
        "the system not being able to find their receipt." Okay – a system issue? Fix it*!*

        The really confusing thing…these were brand new items with tags AND a receipt?
        Whatever is going on with the store, they need to figure it out soon because I would not make another
        purchase with them again at this point in time.

        • June 8, 2017 / 2:30 pm

          Please keep us updated Moira and if you don't hear back in a reasonable amount of time you can email me for corporate leadership email addresses if you'd like them.

          • Moira
            June 8, 2017 / 2:31 pm

            Thank-you so much! My daughter follows your blog and said it would be helpful!!!

          • Moira
            June 8, 2017 / 3:24 pm

            Hi Roxy! Just to update you. My daughter called customer service again to gain further clarification and they said, "although it was very unfortunate that it happened, it is up to the discretion of each store as to which returns they accept or acknowledge. Some of the larger stores are updating their systems and losing records of transactions and the unfortunate side effect of that is not being able to track items purchased from an older date. So, to be more safe than sorry, it is recommended that items be returned within a 6 month window."

            It sounds like it may not be an official "company change," but it's happening and stores are getting away with it.
            I feel like if you have a receipt, they have to honor what you paid; but they're not.

            πŸ™

            Anyways, I really appreciate you giving a voice to those who have been hurt by this!

          • June 8, 2017 / 3:32 pm

            Hi Moira,

            Thank you for that update, but I’m not sure the employee’s info was accurate as two ladies that have emailed me live in small areas with small stores. I have been told by multiple store employees that this change is rolling out nationwide. It’s possible my info is incorrect but I’m more inclined to believe the store employees than general customer service.

          • Moira
            June 8, 2017 / 3:42 pm

            I think you're right!!!! πŸ™

          • jen
            June 9, 2017 / 1:26 am

            did you try a different store? some store managers are more accommodating than others

          • Moira
            June 10, 2017 / 2:42 pm

            My daughter actually went to a different store and just told me that they were much nicer to her and had no issue with her returning her items. I'm very happy for her, but I don't live where she does. I am so bummed that my local store stinks.

          • Sarah
            June 13, 2017 / 7:19 pm

            Maybe you could mail this dress to your daughter and let her return it for you. I know Anthro should be responsible for this, but if they don't, it's a way to save you some money.

          • Moira
            June 17, 2017 / 7:26 pm

            Hi Sarah!

            I gave her my items to return and she was able to get a Merch credit at King of Prussia Anthro instead. Apparently they were wonderful to her and she had a great experience there!

          • Sheery
            June 9, 2017 / 10:23 am

            I would try to return at another store and see what happens. Otherwise ebay you will get more than $15.99

        • Jess
          June 8, 2017 / 3:58 pm

          I'm so sorry to hear how you were treated Moira, I've actually had this same thing happen to me twice as well and I was greatly disappointed. I had the receipt, the tags and everything and they still refused to give me my money back. I hope your situation improves soon. I gave up on my two dresses and I'm thinking of selling them on eBay instead now even though it's more of a hassle than I'm willing to do.

          • Nam
            June 8, 2017 / 9:39 pm

            Wow!!! I'm sorry to hear that Jess

          • Jess
            June 9, 2017 / 12:20 am

            Thanks Nam, yeah it was so unusual to me to be refused a full refund when I never even wore the dresses, both tags were on and I had the original receipts. I honestly didn't get their explanation about why they couldn't give me my refunds. I left the store utterly confused that day and that's one of the big reasons I hardly visit the store as much anymore. I still order here and there on-line but I think about it a little harder than I used to now.

          • Moira
            June 10, 2017 / 2:40 pm

            Thank-you Jess! :]

      • Moira
        June 8, 2017 / 2:30 pm

        Any idea why they are doing this? I read online from another blogger that it's being done "quietly" so people don't freak out. That it is a way to save money and blame another factor, like their computer system?

        I'm so sad! They have nice stuff that isn't overly matronly or inappropriate for younger grandmothers πŸ™‚

        • June 8, 2017 / 2:56 pm

          I'd imagine it's being done as a cost-savings measure.

          • jen
            June 9, 2017 / 1:27 am

            or try selling it on Ebay or Poshmark to try to get more back

          • Dina
            June 9, 2017 / 2:25 pm

            There's so much Anthro stuff on ebay these days (real Anthro stuff plus people who use the word Anthro in the item title to spam the search results) that trying to sell anything that's not in high demand is much harder than it used to be.

        • Sherry
          June 16, 2017 / 9:07 pm

          Moira, out of curiosity, did you end up keeping your dress, or did you take the $15 they were offering to give you for your dress?? That just sucks! I relocated to NC 3 years ago and still have unpacked boxes in my attic. In going through a box the other day, I came across an Anthro bag with a brand new skirt, tags still attached and the receipt. Tried the skirt on and did not like the way it fit. Took it back to the store on Wednesday and although they could no longer locate my skirt in their system, they still refunded me the full amount that I paid….or shall I say, they applied the full amount that I paid towards a new item that I purchased. Im glad they refunded me my full amount but super sad they gave you such a hard time. 😒

    • Nancy
      June 8, 2017 / 2:39 pm

      This is SO crappy. I feel horrible for you and I would have been in shock as well. They basically said that any store can just implement whatever policy they want, whenever. That's so wrong.

      • Moira
        June 8, 2017 / 2:44 pm

        Thanks Nancy! They blamed it on the new system they were instituting, but I had everything appropriate for a full return. I also would have been happy to just exchange the dress out for a different one and not take the funds back, but that was not even offered. I understand that they lose money on returns, but that's the cost of doing business with the public. It was very shaming and it felt very wrong. I am not likely to go back into a store now, regardless of what occurs with customer service.

    • anonymous
      June 8, 2017 / 4:19 pm

      Not that I'm advocating for this, because if I had your experience I too would not want to visit their store again! But, is there another store in your area that perhaps is not following this six month return policy and would be more flexible? I know thats hard to gauge. I had a similar experience at White House Black Market where their store manager (Soho NYC) made a huge issue over something purchased two days ago at a different WHBM store and how she wanted me to travel to the store I bought it from to return, despite that there was no return policy for this. I argued and got them to take it back but I will never visit that store again.

    • Nam
      June 8, 2017 / 5:44 pm

      Wow!!! That's unbelievable

    • Anthropolitan
      June 8, 2017 / 7:26 pm

      Moira, that's horrible. I'm sorry that happened to you, and I hope that they make it right. Anthro are going to get into so much trouble with this new policy if they don't grandfather it in.

  8. anon
    June 8, 2017 / 2:25 pm

    Just wondering, how did you find this ? Is there an official statement somewhere?

    • June 8, 2017 / 2:27 pm

      I discovered it after receiving several emails from readers here and then confirming it via several employees I have contact with. As I mentioned in the post as of now Anthropologie has not updated its site to reflect, but I remember the last time they posted the policy in store we noticed the signs here before they said anything about it.

  9. evb
    June 8, 2017 / 2:37 pm

    Well crap. I am overseas until August and was going to return some pillows when I get back. I bought them on Black Friday and they are still in the plastic. dang it.

    My love affair is pretty much over with Anthro anyways. It was fun while it lasted but life goes on.

  10. Nancy
    June 8, 2017 / 2:41 pm

    So good to know all of this. Like others, I buy a lot online and then aggregate all of the stuff to be returned, and sometimes it takes a while for me to get to a store.. Thank you for the warning.

  11. Caroline
    June 8, 2017 / 2:47 pm

    Hmm. I have a couple of things I bought in December that I was a little iffy on. I was leaning towards keeping them but now I might just return them before the 6 months are up.

  12. mary
    June 8, 2017 / 2:53 pm

    I think Anthropologie would make a great case study for business school students….on what not to do and how to ruin your brand and lose all customer loyalty.

    • Moira
      June 8, 2017 / 2:56 pm

      Well said, Mary. I'm not an old lady yet, so my circle of friends will still going into the store and buy nice pieces, but we're loyal to one another. I am pretty sure my entire Red Hatters group will no longer be visiting these stores. News travels fast!

      • mary
        June 8, 2017 / 3:04 pm

        Moira, what you went through actually sounds illegal to me. I hope that there are some attorneys on here that can comment. But the back of my receipt from November reads, "We gladly accept returns accompanied by an original receipt. The original method of payment will be refunded."

        • Moira
          June 8, 2017 / 3:09 pm

          My receipt says that also! I was standing there and did not know what to do. You feel helpless when there's a huge line behind you and they're answering the phone and ushering customers around while also waiting on you.

          It was like being invisible or not having value because you're returning something (a.k.a = being a difficult customer.)

          I was very polite and was open to a reasonable solution. However, $15.99 on a gift card was not acceptable, so I waited approximately 5 minutes until AFTER I left the store to start sobbing. I think it was just the overall treatment and nature of the situation.

        • Another Mary
          June 8, 2017 / 3:12 pm

          I agree. If this is not stated in your receipt and/or the website, it is illegal not to accept the return. I would call the district attorney's office or whatever the appropriate authority is in your state and report it.

    • Anthropolitan
      June 8, 2017 / 5:10 pm

      Seriously – they seem determined to go under.

      • Another Mary
        June 8, 2017 / 7:11 pm

        If I could like this post 100 times I would. So very true and funny at the same time!

  13. Maggie
    June 8, 2017 / 2:58 pm

    I find it incomprehensible that they would a) not announce the change in policy and b) apply it retroactively. They make it sound passive "oh our new system can't find the transaction" as though they didn't MAKE the new system. I don't think I have returned anything outside of 6 months recently but I have in the past. Roxy makes a valid point: I may buy a winter coat now or a swimsuit or other seasonal merchandise which I don't wear for many many months. How can I assess quality? That should be a separate category of returns. But if they are going to claim to be at the mercy of their new system…. oh well.

  14. Nam
    June 8, 2017 / 3:18 pm

    To speak the truth I'm not the 6 moths policy as it's quite a gene routine. And I'm so happy that people buy things to sell at eBay and then return them will STOP doing that.

    Quality and fitting of clothes at Anthro is a big disappointment. Lots of other stores are suffering too. J Crew CEO had to resign too. Whatever it is I'm so bummed with the Anthro clothing now a days but still love to shop jewelry and shoes here πŸ™‚

    • Nam
      June 8, 2017 / 3:50 pm

      im not against the 6 months return policy it's quite generous

      I meant above

      • Lori
        June 11, 2017 / 8:54 am

        I think 6 months is generous, but I do think anything after that it should be a merchandise credit or something if you have a valid receipt. After reading this though I also realize that many customers live far from a retail store and may only make the 3 hour drive a few times a year. Maybe they should have free return shipping.

  15. Another Mary
    June 8, 2017 / 3:22 pm

    On a somewhat unrelated note, I tried to research about the new return yesterday and I stumbled on a site called consumer affairs that posts reviews about companies. Anthro had a solid 1. People that have purchased online the last few months were railing at Anthro for bad customer service. I have not purchased anything online since December and I didn't realize things had gotten so bad.

      • Chris
        June 8, 2017 / 3:54 pm

        WOW!!!!! A lot of negative experiences!!!! What's happened to my favorite store?!?!? πŸ™

        • June 8, 2017 / 3:57 pm

          I have to think people are only reporting the negative. I know some other stores on that site, i.e. JustFab, email me after each purchase asking me to leave a review. I don't think Anthro participates.

          • Another Mary
            June 8, 2017 / 4:22 pm

            I thought the same so before I posted this, I checked other sites' reviews. And granted some websites have really low reviews but others have much better, like Zara and Zappos. I have purchased online from both and I was not asked to leave a review. Also, the complaints ring true as I have heard similar ones from the community here. Broken items, dirty clothing, completely different items delivered, double charges. Some of these have happened to me in the past, hello dirty used clothing, or getting someone else's order.

  16. Karen
    June 8, 2017 / 3:59 pm

    One word: boooooo

  17. Anthronana
    June 8, 2017 / 4:08 pm

    Ok, new update. Maybe everyone should come down to Atlanta for returns. I just returned something that I bought last August. At least according to the receipt I got for my return, I am getting my full amount paid back. I am now really confused.

    • June 8, 2017 / 4:13 pm

      You needn't be confused — as the post says it's a change that's slowly rolling out nationwide. Meaning, it's not yet in effect at every Anthro store.

  18. Another Mary
    June 8, 2017 / 4:30 pm

    Truthfully, after mulling it over, it does not affect me that much. Right now, they could not do much to make me like their offerings less. I truly do not like anything. I was a bit hopeful for the fall/winter selection, so I need to be way more mindful about what I do get, if and that is a big if they can go back to offering things I like. The only reason I was a bit disappointed is that I do have items from appr 6 months back that I have not worn. It's my fault, after the winter was over I should have returned them, but I am embarrassed to return items after 3 months or so, so I kept them. Totally my fault. But it was also eye opening that Anthro is the store where I got most things I didn't end up wearing.

  19. Anthro_Blogger
    June 8, 2017 / 8:20 pm

    My 2 favorite stores, Anthro and J. Crew seem to have confused the "What not to do" handbook with the "Dismal business plan" one. It is a sad state of affairs. I have turned to making my own clothing these days because I am fed up with the terrible quality and icy/lackluster/judgmental service I have been getting at the shops lately. I agree 6 months is a generous policy, and it doesn't affect me because I rarely wait more than a week or 2 to return something but that's beside the point. In the days where everybody wants more for less, companies keep trying to provide less for more and hoping customers don't notice. I am an educated woman and consumer, and they really can't fool me. They can, however, lose my business and sadly they have.

  20. Stefanie
    June 8, 2017 / 8:45 pm

    Recently returned 2 items to the same phila pa area store from October and both were accepted for full credit without issue. I had receipts for both. The SA made zero mention of there being a new policy coming up either time.
    Mine were not quality issues, just with both items I would put them on to wear and something was just not " right" every time. I tried with different shoes, different bottoms etc.. hoping that the next time would be better but I finally gave up and returned. Glad I did it now and didn't wait!!

  21. Mivie
    June 8, 2017 / 9:12 pm

    Well, just more reason to not order from Anthropologie anymore.
    I also live at least 1.5 hours drive from a store and refuse to pay their $7.95 postage fee to return. I also don't trust items going in the mail, nor the ability of Anthropologie's customer service in a warehouse to handle the return right –not after they've messed up so many orders in the past year. I save up my online orders for when I drive to a nearest Anthropologie so that I may return in person. This may be once every 2-3 months.
    This new change in policy will just give me even more reason to finally say goodbye to Anthropologie. From their awful materials, and sub-par designs. I think for the past 5-7 years, I kept saying that I will give them another chance, but I this is it and will be the last thing to make the goodbye final with Anthropologie. I'm done with this fading love affair!

  22. -i-
    June 9, 2017 / 12:26 am

    I didn't want to risk an online policy change, so I quickly started returns for the items I've been meaning to take to the store to return. I'm even going to cough up the $5.95 for each order's return label — don't want to risk them messing anything up with combined returns in one package! I agree that 6 months is generous, but wish there was more heads up. I shop online a lot over brick and mortar and have to admit the return deadlines pressure me into returning stuff timely. Thanks for the heads up.

    • Dina
      June 9, 2017 / 2:10 am

      I have a feeling they are going to get a bunch of returns en masse for sure. Look for lots of popbacks online now lol….

  23. Sunny
    June 9, 2017 / 12:40 am

    I've worked in retail management for years, so when approaching this issue from that angle, I'm not bothered by Anthro's shift in policy; although I do think they should allow some kind of grace period or discretionary overruling of the new policy for customers with older receipts. The retailer I work for has an obscenely generous return policy, rivaling Anthro's former policy, and I honestly wish we would implement something like this as the level of return abuse/fraud is staggering. We will have customers return items that are 10+ years old, customers who steal $800+ in merchandise just to return it, people who return an item and re-buy it when the item has been discounted but they're out of the PA window, and even customers who labor under the delusion that we "buy back" items when they no longer fit/grow tired of them. I certainly understand how frustrating it is from the customer's view, and the situation encountered by customers like Moira is 100% unacceptable, but coming from inside the retail business, I'm sick of having to cut payroll and send my associates home, thus robbing them of valuable hours, when our sales numbers are tanked because of customers who abuse the returns policy. People who abuse return policies don't see the cost to stores and store associates. I'm saddened to hear that Anthro's customer service and desire to do right by the customer has so decreased, but I can't blame them for trying to protect their business. :-/

    • Dina
      June 9, 2017 / 2:08 am

      I read about how many Nordstom employees don't mind if people return and rebuy at lower prices (unworn items with the tags on) since the markup on clothing and especially shoes is astronomical and even if people rebuy at very low prices the store is still making a good profit.

  24. jen
    June 9, 2017 / 1:31 am

    i ran into this issue when a necklace i bought last year 9and probably only worn about 3 times total) broke. I tried to return it and got that same message about the system not being able to find the transaction and sorry. Well what's the point of my Anthro card if it's not going to store my previous purchases past 6 months?The whole selling point of the Anthro card back then was the convience of having them look up your transaction so you don't need to sort through all your receipts.

  25. Dina
    June 9, 2017 / 2:15 am

    Well it's Anthro Day today and all full price items are 20% off if that's any consolation!

    • Christine
      June 9, 2017 / 12:07 pm

      Nope. I got that email, rolled my eyes and deleted. Sadly…….I think my marriage to Anthro is headed for divorce court. LOL!!

      • Dina
        June 9, 2017 / 2:22 pm

        LOL ditto!

    • Dina
      June 9, 2017 / 2:31 am

      It says Nordstom is considering a move to go private.

  26. Nathalie
    June 9, 2017 / 3:33 pm

    So disappointed to hear this news; hopefully the folks at corporate do an about-face with this new return policy.

    I've been a loyal customer for almost a decade. Now I live in a no anthro zone and do most of my purchasing online; every once in a while, I travel to the city and I'll make returns and shop more at anthro. A change like this would cause me to shop at Nordstroms as they do free returns along with their shipping. I'm so irritated with their $6 return fee and returning in store has been a less than desirable experience even when I'm spending more on their products. I've been rooting for Anthropologie so long but it feels like they are not interested in me as a customer. I know I'm probably echoing most ladies sentiments here.

    As an aside, I recently checked out Modcloths offerings but have never shopped there before. I would love to hear others opinions on quality and experiences.

    • anonymous
      June 9, 2017 / 3:40 pm

      Not a huge fan of modcloth mainly for quality and sizing though their styles are cute. In general (and I'm a slender petite) I'm usually sized out of their stuff and the one dress I had fell apart within a month (which maybe was just the dress). But it is a popular site, maybe others have had better success.

    • Michelle
      June 9, 2017 / 4:43 pm

      I've been ordering from ModCloth for years and it's always a hit or miss. Quality is my biggest issue as some of their items are ridiculously cheap and fall apart quickly. Customer service is excellent though and they do have markdowns fairly regularly. Also, most of their items fit small. I always order one size up

      • Nathalie
        June 9, 2017 / 11:47 pm

        Quality is very important to me so thanks ladies for the feedback.

  27. Katie
    June 10, 2017 / 5:38 pm

    I was working at Loft when they switched from a 60-day to a 45-day return policy. We honored returns from anyone with a receipt from before the switch and in fact the system was specifically designed to allow this. We were also instructed to tell customers about the switch prior to it happening. I think it is TOTALLY inappropriate and not okay to fail to honor returns on purchases that are printed on receipts stating the original policy! That's basically fraud in my view.

    • lulu
      June 10, 2017 / 7:25 pm

      That really is fraud. Very good point Katie.

    • June 12, 2017 / 9:10 pm

      How very cool! I'm totally flattered. πŸ™‚

  28. Dina
    June 11, 2017 / 12:28 am

    Well I have my 2 bags of returns loaded up to bring to the store in the morning with more to come! And they're not getting any more orders out of me unless it's an over $150 one with free shipping (and I highly doubt even that) since they shortchanged so many of my returns by refunding me for the price of the item minus the shipping charges I had waived, treating those waived shipping amounts like they were price adjustments to the price of the item.

    • Dina
      June 11, 2017 / 5:15 pm

      And to make matters even more confusing, I just found out today when I had another shortchanged refund that on at least one occasion the CS rep refunded the shipping amount twice by mistake, so the extra amount got taken out of my refund appropriately. After I found that out today, I did recall the CS rep telling me at the time that she made that mistake. Who knows if that happens more than I'm aware of? Have a headache now lol!

      • Dina
        June 16, 2017 / 3:46 pm

        Still getting shortchanged on returns and Urban Outfitters financial corrections will not refund the money. Just a warning to others.

        • Dina
          June 16, 2017 / 3:55 pm

          Also, this hasn't happened on all my returns, only around 1/3 of them. Still annoying anyway and I must be out around $200 so far.

  29. Anthronana
    June 11, 2017 / 5:18 pm

    I think different stores are handling it differently. I was just told one item i returned is no longer in their system. But without any hesitation, she professed the refund to my original payment for the amount I paid for. She just needed my ID..

    • Sherry
      June 16, 2017 / 9:13 pm

      Same thing happened for mez

      • Sherry
        June 16, 2017 / 9:13 pm

        *me

  30. alexis
    June 13, 2017 / 12:26 pm

    i will say that i had purchased a bunch a sale clothing while pregnant, hoping it would fit post baby. haha 1 year later im preggers again…needless to say those clothes never fit. i think its time to try and return while i can! anyone know what the NYC stores are doing with this return policy?
    i agree many people buy to sell on eBay and return what doesnt, but there are all sorts of reasons why you would buy off season or between babies (!) when you see a good deal hoping the clothes will work.
    6 months is still generous, but i agree that old receipts should be returnable (the return policy printed on the back is the stores contract with the customer!)

  31. Christine
    June 14, 2017 / 9:43 am

    Roxy – have you received an update yet from the senior manager? Thanks!

    • June 14, 2017 / 11:05 am

      I am waiting for an answer to a question so I can post an update, but yes Anthropologie reached out to me and we are working together to clarify. Stay tuned — update post very soon!

  32. Kim
    June 14, 2017 / 10:18 am

    I was able to return items to the Columbus, Oh store yesterday. The SA did need my ID to process it even though I had the receipt. I asked about the return policy changing and she said it had not. I was refunded the amount I originally paid.

  33. Sherry
    June 16, 2017 / 9:34 pm

    I can see two sides to this situation:

    1) I truly believe that Anthro should definitely honor your return for what you paid, especially if you still have the receipt and tags attached, even if the item is no longer in their system.
    BUT….
    2) Lets say you purchased an item at full price and then received a price adjustment two weeks later when the item went on sale. If everything has been wiped out of their system from over 6 months, how will Anthro know what you actually paid for the item?? I know I have received price adjustments without my original receipt, because they can easily pull your purchase up, via your account. Yet, I could easily still have my original full price receipt at home. If Anthro wipes everything out of our accounts from 6 months ago, even if I bring my original full price receipt in the store to do a return, Anthro will never know if I actually paid what my receipt is showing, or if I paid less, due to a price adjustment.

    Bottom line, I think Anthro will be making big mistake for themselves if they wipe all purchases from 6 months ago out of their system. They should still have access to see all purchases even if they do decide to change their return policy.

    Just my two cents…

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