The Juggle Zone: Bargain Blog

We had purchased the Lamaze 2-in-1 Gym a few weeks ago. After we set it up, the arches tended to lean to one side, and sometimes fell over completely. We weren't pleased and contacted the manufacturer who offered to replace it (all their products have lifetime warranties) - if we shipped it to them at our expense - but recommended just taking it back to the store.

The rumor around town was that BRU is great about returns - they'll take anything. So we agreed that returning it would be the easiest route. Low on diapers, we headed to BRU yesterday and I waited patiently in the long returns line. One person after another returned one ridiculously opened/used item after another - most items were so assembled (or un-disassembled) that they wouldn't fit into the box.

Finally I reached the head of the line, and brought up the gym, as well as a couple other items we were returning. The clerk looked at the gym, and in a shocked tone said to me, "Is this used?" I explained that indeed it was, but it was defective, and that the manufacturer had said to return it to the store. "Well," she said, "we can't take these back used. It's a health issue." I then inquired as to why it was just this item that was a problem, and not the various other items that had just been returned. She perused the pile, then offered a highchair for my inspection. "This was never used. You can inspect it yourself, it you'd like." Ignoring the fact that neither of us had the ability to determine whether it had been used (and cleaned well) or not, I realized that this clerk had neither the brainpower needed to understand my point, nor the authority to override whatever unwritten policy she sought to enforce. So I asked to speak to a manager.

The clerk phoned the manager, and explained the entire situation on the phone. A few minutes later a "Supervisor" emerged from the office area, and as she approached, attempted to whisper in a loud voice, stating to the clerk that, "She said it wasn't worth the fight. Take it back." She then turned to me and told me that while they don't normally take these back after they're used, they would this time. How sweet. I then pointed out the contradiction between their claim, and the written return policy, which is plastered all over the store, and states something along the lines of "We will gladly accept returns within 90 days of the purchase date on most items (excluding videos/DVDs), provided the original packaging is returned with the item." Even the longer return policy posted online doesn't make any mention of returns being rejected due to condition.

The only redeeming part of the whole exchange process was the fact that the gym was now on sale, and I had a 15% off coupon as well. Bottom line: I saved $15 by exchanging it.