Frustrated customers are scrutinizing policies and avoiding stores with hefty return fees

Shoppers are spending big this holiday season but now face tougher return policies as retailers crack down on the growing rates at which customers send back items. Chains like Saks Fifth Avenue and Zara are introducing fees and shorter return windows.

Now, some shoppers are refusing to buy from stores with return charges. 

Despite this, sales have remained strong, with Black Friday purchases up 3.4% from last year, including a 14.6% rise in online sales.

Retailers argue stricter policies are necessary to combat return fraud, which rose to 14% in 2023. 

In response, some are investing in technology to reduce return rates, such as personalized fees and fitting-room reservation systems. 

However, consumer backlash persists, with many frustrated by inconsistent sizing and out-of-stock items in stores. 

Retailers hope these measures won’t dampen the holiday spending boost as the season continues through December.