From the various feedback I've read it on this & other complaints sites, it would appear my experience last night is not isolated. CT appears to have a pattern of:
1) having different return/exchange/repair policies for different items, and not sharing them with the customer until the time of return;
Returns are at the discretion of the dealer. It is true that some dealers may be more strict with returns (For example: Returns that are being abused and returned after use . ie. we aren't in the business for loaning out products). There is ALWAYS fine print no matter where you go, what you buy. "Some Exception apply".
Common sense says if the product is opened and USED, obviously it's not considered NEW and so how can we sell it. If it's sealed still, or opened but in perfect condition (not used, not modified, new reselling state) then it is more than likely you will have no problem returning it (exceptions do apply tho.)
If the product is defective the warranty takes over.
Forgive me but I don't see what is wrong here.
2) only providing a hassle-free refund if it's in some obviously sealed packaging that has obviously never been opened;
Refer above on seal packaging.
3) if it has been opened/used at all then it is not "resellable" and they won't accept the return;
Again, what else would you expect? To put this used product back on the shelf? We aren't a garage sale selling used products and I am pretty sure everyone would complain on buying a vacuum full of cat fur since we wanted to ensure the customer didn't share the same complain as #3.
4) if it has been opened/used AND defective, they expect the customer to bear the burden of defective products through the warranty process.
Again, It's quite evident you are not understanding what a warranty entails
Warranty - Wikipedia, the free encyclopedia
Warranties are not free. Business's must pay for warranties for the products they sell. These warranties are a type of contract for the business. A customer who returns a product due to being a manufacturer defect (btw: dropping your drill down the stairs does NOT classify as a DEFECT
), the business is reimbursed ONLY if the warranty contract is met. If it does not meet the contract terms for what can be returned, (when, how, the means of the defect, proof of purchase) then the store eats the cost as the warranty contract is null.
I have never heard of a large retailer complain to their customer that they can't be sure they'll get money back from the manufacturer due to a faulty product -- and that's why they cannot accept a defective return. How is this a customer's problem?!?!
And again, I ask.. why should the store pay the cost of the product being return when the manufacturer is at fault (if it IS indeed defective, MANY times products are being returns claiming they are defective when they are either abused, dropped, or no longer need it once they used it). (And NO, returning a rusted tape measurer is NOT considered defective
) People like this is what makes it harder for honest people. Abuse.
I am thoroughly confused how CT manages to stay in busienss and how they haven't been taken to court for fraud yet.
Once again, what illegal act have we played? We apologize for not returning your used products to resell. Apologize not allowing you to use your booster pack and returning it once you are done with it. We apologize for not returning your tire chain once you went up the mountain having it on the seat so you can pass customs and expect a refund.