
A customer exits from a Target store on May 18, 2022 in Miami, Florida. The chaotic mix of record fuel prices and an unending supply chain crisis have retailers considering the unthinkable: Instead of returning your unwanted items, just keep them.
The chaotic mix of record fuel prices and an unending supply chain crisis have retailers considering the unthinkable: Instead of returning your unwanted items, just keep them.
In recent weeks, some of the biggest store chains, including Target, Walmart, Gap, American Eagle Outfitters and others have reported in their latest earnings calls that they have too much inventory of stuff ranging from workout clothes, spring-time jackets and hoodies to garden furniture and bulky kids' toys. It's costing them tons of money to store it.
Now add on to that glut another category of product that stores have to deal with: returns.
So instead of piling returned merchandise onto this growing inventory heap, stores are considering just handing customers their money back and letting them hang onto the stuff they don't want.
"It would be a smart strategic initiative," said Burt Flickinger, retail expert and managing director of retail consultancy Strategic Resource Group. "Retailers are stuck with excess inventory of unprecedented levels. They can't afford to take back even more of it."
Returned products are handled in a number of different ways, he said. Retailers take back merchandise from the customer, evaluate it, and if it's in good condition put it back on the shelf at the same or lesser price.
They can refurbish damaged returns and sell them for less or offload them to liquidators to resell. They also can sell returned products to foreign liquidators for sale in Europe, Canada or Mexico.
"Given the situation at the ports and the container shortages, sending product overseas isn't really an option," said Flickinger. Lastly, retailers can hire third party firms to handle all aspect of merchandise returns for them.
Each of these options, however, tack on additional costs for retailers, he said.
"For every dollar in sales, a retailer's net profit is between a cent to five cents. With returns, for every dollar in returned merchandise, it costs a retailer between 15 cents to 30 cents to handle it," said Flickinger.
There is one other option for retailers to address returns while avoiding more product bloat and that's to consider a 'returnless return,' said Steve Rop, chief operating officer with goTRG, a firm that processes over 100 million returned items annually for companies like Wal-Mart, Amazon and Lowe's.
Just keep it
Rop said his company's clients are 100% considering offering the "keep it" option for returns this year, although he wouldn't disclose if any of his customers have implemented the "Keep it" returns policy yet.
In some instances, when they determine it would be easier, some retailers advise customers to just keep or donate their return after issuing a refund. Walmart said it had nothing to share at this time. Lowe's didn't provide a comment for the story.
"They're already discounting in stores to clear out products but, when there's heavy discounting, buyer's remorse goes up. People are tempted to buy a lot to only return it later," he said.
Refunding customers while simultaneously letting them keep their returns isn't a new practice, said Rop. "It started with Amazon several years ago," he said.
The offer makes sense for some types of products -- lower price-tier bulky items like furniture, kitchen appliances, home decor, baby chairs, walkers, strollers where it's costly for the retailer to cover the shipping cost for the return.
"Other products like kids' toys, footwear, towels and bedding raise sanitary concerns when it comes to returns. It could also apply to these categories," he said.
Another concern with cheaper items: Stores typically discount returned products, so the amount of money they can make on an inexpensive return is miniscule -- and may not be worth the tradeoff, says Keith Daniels, partner with Carl Marks Advisors.
Still, a "keep it" policy has its own disadvantages, namely: Companies will need to ensure that they don't become victims of fraud.
"One thing retailers need to track and ensure is that customers that become aware of the [Keep it] policy do not begin to abuse it, by seeking free merchandise over a series of orders by getting a refund but getting to keep the merchandise," said Daniels.
Most popular department stores in America
Most popular department stores in America

Since the late 19th century Americans have been shopping at department stores for clothes, food, household goods, and more. Department stores have historically been anchor stores in malls or shopping centers, but today more of these retail outlets are standalone destinations for one-stop shopping for everything from cosmetics to lawn furniture and pet supplies.
Today brick-and-mortar stores are only one facet of these omnichannel retail chains, each of which now offers varying degrees of e-commerce with in-store pickup and delivery options expedited by the COVID-19 pandemic. Department stores that sell food and cleaning products were deemed essential and able to stay open during the lockdown.
The future of department stores remains murky as more consumers shop online and the “Great Resignation” is affecting retail across the board. Brands are innovating with new technologies, opening store-within-store concepts, and improving their online shopping experience to try to retain customers.
Stacker used YouGov ratings data to find the most popular department stores in the U.S. at the end of 2021. Percentages are from a nationally representative survey panel, where the score is calculated by taking the proportion of people who view something positively and showing it as a percentage of all of the people who have given any opinion about that thing, including “have heard of."
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#10. T.J. Maxx

- 56% of people in the U.S. have positive opinions of this store
- 97% of people are familiar with the store
The first T.J. Maxx store opened its doors in 1977. The off-price chain has more than 4,500 stores in nine countries. T.J. Maxx is owned by The TJX Companies Inc., which also owns HomeGoods, Marshalls, and Homesense. Trading under the ticker TJX on the New York Stock Exchange, the company ranked #97 on last year’s Fortune 500 list. T.J. Maxx had to scramble during the pandemic to add online retail options, but now offers in-store pickup across all territories, as well as delivery.
#9. Sam's Club

- 57% of people in the U.S. have positive opinions of this store
- 97% of people are familiar with the store
Sam’s Club is a discount membership warehouse club where members can shop for groceries, home goods, and fuel. Owned by Walmart, Sam’s Club was founded by Sam Walton in 1983. Sam’s Club has almost 600 stores in the U.S., Brazil, China, and Mexico. The Club and Plus membership levels have different perks and annual subscription rates. Members can also take care of other services such as a mail-order pharmacy, financial services, a travel club, and auto services.
#8. Big Lots

- 57% of people in the U.S. have positive opinions of this store
- 95% of people are familiar with the store
Big Lots was founded in 1967 by Sol Shenk with a focus on auto parts. In 2001, all of the companies owned by Consolidated International, including Big Lots, Odd Lots, Mac Frugal’s Bargains Closeouts, and Pic ‘N’ Save, converged into a single brand. Big Lots is headquartered in Columbus, Ohio, and trades on the New York Stock Exchange under the ticker BIG. Big Lots has more than 1,400 stores in 47 states full of home essentials, clothes, food, and furniture. It also offers curbside pickup and online shopping options.
#7. Macy's

- 59% of people in the U.S. have positive opinions of this store
- 97% of people are familiar with the store
The first Macy’s was a dry goods store opened in New York City by Rowland H. Macy in 1858. Its flagship store moved to Herald Square in 1902 where it remains to this day. The W. 34th St. location became the largest store in the world following an addition in 1924, the same year Macy’s organized its first Thanksgiving Day Parade. In addition to the iconic department store, Macy’s owns Bloomingdales and beauty store Bluemercury. In 2020, Macy’s announced plans to close 125 brick-and-mortar stores over three years—but it is also opening Toys R Us stores within 400 Macy’s stores starting this year.
#6. JCPenney

- 60% of people in the U.S. have positive opinions of this store
- 96% of people are familiar with the store
James Cash Penney opened his first store, The Golden Rule, in 1902 in Kemmerer, Wyo. Today JCPenney has 650 stores throughout the U.S. The company welcomed new CEO Marc Rosen in 2021 who aims to strengthen e-commerce for the brand. It’s also introducing the fast-fashion brand Forever 21 at 100 stores this year. JCPenney survived bankruptcy in 2020 with Simon Property Group and Brookfield Asset Management purchasing the retailer.
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#5. Walmart

- 61% of people in the U.S. have positive opinions of this store
- 99% of people are familiar with the store
The first Walmart opened in Rogers, Ark., in 1962. Founded by Sam Walton, the company went public in 1970. In 1980, Walmart had 276 stores and reached $1 billion in annual sales. George H.W. Bush bestowed the Medal of Freedom on Sam Walton in Bentonville, Ark., in 1992 shortly before Walton died at age 92. Walmart is now venturing into the metaverse with plans to launch a cryptocurrency and issue non-fungible tokens.
#4. Dollar Tree

- 62% of people in the U.S. have positive opinions of this store
- 98% of people are familiar with the store
Dollar Tree runs fixed-price discount variety stores in the U.S. and Canada. The company also owns Family Dollar, which sells items at various price points. Dollar Tree’s origins can be traced back to 1953 when K. R. Perry opened a Ben Franklin variety store in Norfolk, Va., later renamed K&K 5&10. Perry teamed up with Macon Brock and Doug Perry to run K&K 5&10 and K&K Toys and started Only $1.00, which became Dollar Tree in 1993. By May 2022, Dollar Tree plans to raise prices on most of its merchandise from $1 to $1.25.
#3. Kohl's

- 63% of people in the U.S. have positive opinions of this store
- 97% of people are familiar with the store
Kohl’s operates more than 1,100 stores in 49 states. The first Kohl's department store opened its doors in 1962 in Brookfield, Wisconsin. The company went public in 1992 and started an e-commerce division in 2001. According to company data, 80% of Americans live within 15 miles of a Kohl's store. Kohl’s is partnering with Sephora to bring the beauty brand into 850 stores by 2023. It also partnered with Amazon in 2019 and now offers in-person Amazon returns at its stores.
#2. Costco

- 63% of people in the U.S. have positive opinions of this store
- 97% of people are familiar with the store
Costco is a wholesale club headquartered in Issaquah, Washington. Its origins go back to San Diego in 1976 when Sol Price opened Price Club, the first membership warehouse club. The first Costco location was opened in 1983 by Jeffrey Brotman and James Sinegal. In 1993, Price Club was absorbed by Costco and now has stores in North America, Europe, Asia, and Australia. Costco stocks about 4,000 items in its stores, fewer than the average grocery store. Known for treating its employees well, in 2021 Costco raised its starting wage to $17 per hour.
#1. Target

- 71% of people in the U.S. have positive opinions of this store
- 98% of people are familiar with the store
George Dayton started the business that would become Target in 1902 when he opened Dayton Dry Goods Company in Minneapolis. In 1920, the Dayton Company launched WBAH, the most powerful radio station in the midwest, whose broadcasts could be heard in England. In 1962, the Dayton Company launched Target, a discount store with the best features of a department store. There are now nearly 2,000 Target stores across the country. Target has been giving 5% of its profits to charity since 1946 and has pledged $100 million by 2025 to support Black-led organizations.
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