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 is not 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.

Comments (119)

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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.
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4 replies · active 414 weeks ago
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.
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7 replies · active 414 weeks ago
Anthropolitan's avatar

Anthropolitan · 414 weeks ago

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.
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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
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3 replies · active 414 weeks ago
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.
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2 replies · active 414 weeks ago
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.
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1 reply · active 414 weeks ago
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.
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30 replies · active 413 weeks ago
Just wondering, how did you find this ? Is there an official statement somewhere?
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1 reply · active 414 weeks ago
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.
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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.
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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.
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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.
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6 replies · active 414 weeks ago
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.
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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 :)
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2 replies · active 414 weeks ago
Another Mary's avatar

Another Mary · 414 weeks ago

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.
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4 replies · active 414 weeks ago
It looks like if an item is defective, they are required by federal law to accept the return. And here are the return and refund laws by state.... http://consumer.findlaw.com/consumer-transactions...
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One word: boooooo
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Anthronana's avatar

Anthronana · 414 weeks ago

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.
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1 reply · active 414 weeks ago
Another Mary's avatar

Another Mary · 414 weeks ago

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.
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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.
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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!!
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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!
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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.
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1 reply · active 414 weeks ago
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. :-/
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1 reply · active 414 weeks ago
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.
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Well it's Anthro Day today and all full price items are 20% off if that's any consolation!
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2 replies · active 414 weeks ago
This may explain all the changes lately "Why Urban Outfitters, Inc. (URBN) Stock Is Tanking Today - URBN is warning of poor sales in fiscal Q2" http://investorplace.com/2017/06/urban-outfitters... and http://www.investors.com/news/this-retailers-q2-i...
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1 reply · active 414 weeks ago
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.
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3 replies · active 414 weeks ago
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.
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1 reply · active 414 weeks ago
Roxy, I so admired what you had to say about the state of shopping today, I quoted you in my own blog. Thank you. http://allwaysinfashion.blogspot.com/2017/06/when...
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1 reply · active 413 weeks ago
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.
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3 replies · active 413 weeks ago
Anthronana 's avatar

Anthronana · 414 weeks ago

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..
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2 replies · active 413 weeks ago
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!)
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Christine's avatar

Christine · 413 weeks ago

Roxy - have you received an update yet from the senior manager? Thanks!
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1 reply · active 413 weeks ago
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.
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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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Kanesha Jones's avatar

Kanesha Jones · 403 weeks ago

Does anyone know about the recent promo code glitch with using AK20 which was to originally to get $20 off any full price denim actually working on every full priced item? This included things $20 and less becoming free. A lot of people ordered free things and now Anthropology is trying to cover it up by saying that the orders have been cancled due to understock of product or the customer "canceling the order". They are also redirecting products to "return to sender" without permission. I thought thatbthe order confirmation was a bunding contract that they must oblige to and fulfill the order?

Any thoughts?
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1 reply · active 403 weeks ago
Question......so I went to Anthro and tried to return a gift (without receipt). Then out comes a "return denied" receipt stating that "this return has been declined and cannot be completed". That's never happened before. What the heck?? Also, I've called the toll free number and all I get is a voicemail and never get a return call. FYI-I haven't returned that many items without receipt so I'm not confused. And it's frustrating if they do have limits when everyone in my life knows my love for Anthro and give me tons purchased from there. I can't ask for a receipt and let them know I'm exchanging or returning for something else. Any insight Thea??
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2 replies · active 365 weeks ago
I am disappointed by the new policy that you can’t get a price adjustment for sale items. I stopped in to adjust the price I paid 2 days ago from 25% off to 40% and was informed of the new policy. How can you abuse this if there is a 14 day limit? That was the reason I was given. I think a 14 day window for full price OR sale items is a reasobable customer satisfaction policy. Oh well. I was peeved so googled and see others are annoyed too.
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