DAVE ROSS

Utopian dreams crumble as REI kills unlimited return policy

Jun 4, 2013, 11:27 AM | Updated: 1:30 pm

REI’s decision to revise their return policy after an increase in old items being returned is...

REI's decision to revise their return policy after an increase in old items being returned is to Dave Ross another example of why utopianism doesn't work. (AP Photo/file)

(AP Photo/file)

“It’s happened again, another utopian business plan has succumbed to the harsh realities of human nature,” said Ross and Burbank host Dave Ross at the news REI decided to change its unlimited satisfaction guaranteed return policy.

The Kent-based retailer previously accepted returns from customers with no set time limit. But in an interview with The Seattle Times, Senior Vice President of Retail Tim Spangle said they’d seen a recent increase in the number of people returning items that had been purchased more than a year prior, and instated a revised policy to discourage people from “renting” equipment.

REI’s new return policy reads:

We stand behind everything we sell. If you are not satisfied with your REI purchase, you can return it for a replacement or refund. Items must be returned within a year of purchase, except items purchased from REI-OUTLET which must be returned within 30 days of purchase.

“I didn’t even realize they had this no limit on returns. Why didn’t they stop it sooner? You’re telling me this is the first time people took advantage of that just to basically rent stuff and return it after they’re done,” asked a surprised Ross. “This is why utopianism does not work. No good deed goes unpunished.”

Producer Bryan Buckalew admited he’s taken advantage of REI’s generous return policy, taking equipment out for a couple test runs and returning them if he wasn’t satisfied.

But he said that return policy also makes him a very loyal shopper. “I always bought stuff from REI for that specific reason because if I would use something and I didn’t like it or it didn’t work very well I would take it back,” said Buckalew. “Oftentimes, when I see something that I want, I will specifically not buy it at another store to go to REI instead.”

Co-host Luke Burbank said he too finds comfort in a retailer’s apparent interest in customer satisfaction, favoring those with a good return policy over others. In the end though, he infers it must not be working for REI’s bottom line.

“I guess in REI’s estimation it’s actually not making financial sense anymore.”

But Luke, Dave and Brian agree the new return policy is still very generous, even with the 1-year limit.

Dave's Commentary

Dave Ross on KIRO Newsradio 97.3 FM
  • listen to dave rossTune in to KIRO Newsradio weekdays at 5am for Dave Ross on Seattle's Morning News.

Dave Ross

car culture...

Dave Ross

Ross: Are we killing car culture? Or is car culture killing the US?

I don’t think the question is whether we're going to "kill" our car culture. The real question is can we stop our car culture from killing the U.S.?

3 days ago

drivers data insurance...

Dave Ross

Ross: As cars release driving data to insurance, is your driving my business?

Every move you make, every swerve you take, every lane change you fake – someone’s watching you. Do drivers have a right to keep driving data private?

10 days ago

rent control...

Dave Ross

Ross: Rent control was never the answer in Wash.

The rent control bill died in the Washington State Legislature this week, even though Democrats control both houses.

1 month ago

end of democracy...

Dave Ross

Ross: Conservative activist earns applause for pledging an ‘end of Democracy’

The theme from Jack Posobiec's speech is that Jan. 6 was a righteous attack not on democracy, but on those who threaten democracy.

1 month ago

Image: Rep. Lauren Boebert, R-Colorado, is seen on Capitol Hill on Jan. 6, 2023. (Photo: Alex Brand...

Dave Ross

Ross: Voters can help cull bad politicians from the herd early

Let's remember that just about every occupant of a higher office once occupied a lower office, and was put there by us, Dave Ross says.

1 month ago

Super Bowl celebration...

Dave Ross

Ross: The NFL does it again

The NFL once again put on a show that was able to keep me tuned in for four hours even though I had no stake in either team.

1 month ago

Utopian dreams crumble as REI kills unlimited return policy