Shopping is a visceral and emotional experience, fulfilling deep-set gathering and social needs. So returning a gift and choosing another should be at least somewhat satisfying, right?
Not so much. Last week at a big Macy’s store at upscale Somerset Mall in Troy, Michigan, my deep-seated sense of the pleasure from the art of shopping in real life got a big fat negative jolt. Now I realize things get busy and therefore messy in retail at the holidays, but never have I seen store departments look like they looked on this trip.
My friend and I browsed the crowded store on December 29th. In coats, one entire wall of jackets was blocked by hundreds of returned coats piled on the floor. I asked why, was told “no room in the back” to put them. Really? The pile was up to my knees. My visceral nerves were on edge already.
Then we cruised quickly through kids apparel, and although we are both grandmothers, we quickly decided the crowds and very messy fixtures were a huge deterrent to the joy we might have in finding something adorable for our precious ones. This decision prompted an emotional response of resentment of the mess, since I’ve loved shopping baby clothes bargains for 16 months now. When pleasure shopping is spoiled, resentment will linger on.
The most appalling mess was in pajamas and intimates, The piles of returns on the floors were bad enough, but the associates were engulfed by merchandise strewn all over the counters. Other fixtures laden with new inventory looked as if the department had been recently ransacked. By now, I was really on edge, but was stuck in a long line as my friend was buying something.
I know retailers have procedures and processes for managing the future status of returned merchandise, and this does take time, but never in my shopping life have I seen this kind of poor handling of returned merchandise. Or should I say mishandling of the shopper. I felt that I didn’t want to touch one thing in this department. These images will be seen by my mind’s eye for a long time, and while it will be a while before I visit another Macy’s, one thing I did learn is this:
If you don’t know what your loved one really wants for Christmas, go with a gift card. Then perhaps post-holiday shopping can return to a bit less chaos.