Apple - why they don't ask why you are you returning an item?

[Don909]

I think the Apple return policy is one of the best. I do find it unusual they don't ask (or even allow you to comment in the form) why you are returning an item.

I would think Apple would value that information (I can't think of another company I send returns to and they don't ask).

Maybe they read forums and deduce why folks are unhappy with their purchase.

Don

 

[jimmy_uk]

They don't want to know. Most people who purchase have no complaints. I think they want to maintain their customer service record, so no recorded negative feedback can hurt them.

 

[russell_314]

I think the Apple return policy is one of the best. I do find it unusual they don't ask (or even allow you to comment in the form) why you are returning an item.

I would think Apple would value that information (I can't think of another company I send returns to and they don't ask).

Maybe they read forums and deduce why folks are unhappy with their purchase.

Don

Apple will send out surveys to random people asking about their customer experience.

 

[russell_314]

They don't want to know. Most people who purchase have no complaints. I think they want to maintain their customer service record, so no recorded negative feedback can hurt them.

How could negative feedback hurt them? That doesn't make sense. "I'm returning my iMac because I don't like the stand"... How does this feedback hurt Apple vs "I'm returning my iMac" and no reason given?

 

[jimmy_uk]

How could negative feedback hurt them? That doesn't make sense. "I'm returning my iMac because I don't like the stand"... How does this feedback hurt Apple vs "I'm returning my iMac" and no reason given?

I was thinking if they recorded a load of return feedback like "I don't like it/it's too small/too slow/crappy build quality etc" then this could have an impact on their appearance/score for consumer surveys etc. Wild stab or meaningless words....

It's a good question as they really don't care why your returning something. Meanwhile the company I work for spends a lot of time and resource trying to find out why people do and don't buy our products. Returns are investigated to create better understanding for more data points. It's important information.

When I return an OLED iphone every year (hoping each time I can use it this year) they ask casually "why don't you want to keep it" - I say it's due to the screen PWM giving me migraines - they say "oh, never heard of that", then the refund receipt says "change of mind". Same thing when I had a bad build iphone 11. ?‍♂️

 

[Mlrollin91]

I haven't returned an item in a while, but they used to ask why. When they scan the item, their device will prompt them with a reason screen. Most of the time they will just automatically select "buyers remorse." I think the receipt used to even say the reasoning. I will have to look through my old receipts.

 

[ct2k7]

Last time I returned an item, they checked the 'buyer's remorse' box for me - this was indicated on the receipt.

 

[KaliYoni]

If Apple Stores are not asking for a return reason but are selecting a reason on their own, there several things that could be happening, based on my experience as a former retailer:

• Apple Store staff, especially managers, might have return rates and reasons factored into their reviews (and therefore compensation). "Buyers Remorse" could be not negative or less negative than other return reasons on store performance measures.
• Returns for reasons other than "Buyers Remorse" might count against store and individual sales numbers.
• Not asking customers for their return reason means less time spent per customer, particularly with customers who are not about to spend several thousand dollars.

Note: I do not have any insider knowledge or insight into how Apple Stores are managed.

 

[Absrnd]

I think it is because they don't want to hear, I'm an "influencer" and just got it for my:
unbox, first review, great things about, don't buy this and final thoughs video's.
I have so many followers, and had no intention to really buy it, and just mis-used the return, without question policy

 

[BellSystem]

Apple has always had a no questions asked policy. They used to tell us it was to not create uncomfortable situations for customers. When they come in and return something, getting a positive non-confrontational response helps keep a positive image in your mind. If you chose to speak about it that indicates you are looking for help with a solution. Chances are if you want a resolution to a problem you will seek that out. I like this approach. It’s why they don’t ask online. If it’s broken they figure you will call AppleCare. If you are unhappy and want something done, you will call store support. I prefer this strategy.

 

[now i see it]

It’s because they don’t care why. The only thing that matters is the customer doesn’t want it. That’s reason enough.

 

[Fred Zed]

The Apple Store local to me always asks why I am returning an item. They also appear to take it seriously

 

[BigMcGuire]

The Apple Store local to me always asks why I am returning an item. They also appear to take it seriously

Same for mine here. I've had to return a few items over the last year and they asked every time - but I think it was mostly to see if I was having a problem with it that they could fix (my assumption - at least that what it seemed like to me why they were asking).