As a veteran bargain shopper and self-proclaimed Big Lots expert, I‘ve learned the ins and outs of getting the best deals on furniture from this popular retailer. One key aspect of shopping at Big Lots is understanding their return policy – it can be the safety net you need to take the leap on a great price or the source of major headaches if you‘re not prepared.
In this ultimate guide, I‘ll take you beyond the basics and share my hard-earned insights on successfully navigating Big Lots‘ furniture return process. I‘ve scoured the fine print, talked to store managers, and even consulted with industry experts to bring you the most comprehensive and up-to-date information.
Whether you‘re a first-time Big Lots shopper or a seasoned pro, you‘ll walk away with practical tips and insider knowledge to make your next furniture purchase a success. Let‘s get started!
Setting the Scene: Furniture Returns in the Industry
Before we dive into the specifics of Big Lots, it‘s helpful to understand the broader context of furniture returns in the retail industry. According to a 2021 survey by the National Retail Federation, furniture and home furnishings had an average return rate of 8.4% in 2020, accounting for over $15 billion in returned merchandise.
While that may seem like a lot, it‘s actually on the lower end compared to other categories like auto parts (19.4%) or apparel (12.2%). This is likely due to the bulky nature and higher price points of furniture, which make returns more logistically challenging for both retailers and customers.
Still, furniture returns are a critical part of the shopping experience and can make or break customer loyalty. A 2019 study by marketing firm Invesp found that 79% of consumers want free return shipping and 67% check the return policy before making a purchase. Meeting these expectations while still protecting the bottom line is a delicate balance for retailers.
The Nuts and Bolts of Big Lots‘ Furniture Return Policy
Now that we have some industry background, let‘s get into the nitty gritty of how Big Lots‘ furniture return policy actually works. As I mentioned earlier, the standard window is 30 days from the date of purchase for a full refund or exchange, with a few important caveats:
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A restocking fee of up to 20% may apply, at the store manager‘s discretion. In my experience, this is more likely to be enforced for larger or high-ticket items, or returns without a receipt.
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Furniture must be returned in its original condition with all parts, packaging, and accessories. Big Lots may refuse items with visible damage or signs of use, so always inspect your furniture carefully before returning.
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Refunds will be issued in the original form of payment. If you used a check, your refund will typically be processed as store credit.
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Some furniture items, like mattresses or seasonal patio sets, may be subject to different return terms. Always check the item listing or ask a store associate for clarification.
To put some numbers behind these policies, let‘s say you purchased a $500 couch from Big Lots but decided it wasn‘t the right fit for your living room. If you return it within 30 days with your receipt and the couch is in pristine condition, you‘ll likely receive a full refund of $500. However, if the couch shows signs of wear or the store manager deems a restocking fee appropriate, you may only receive $400 back (or $500 in store credit).
This is why it‘s so important to thoroughly inspect and test out your furniture as soon as possible after purchase. Even if it looks okay at first glance, sitting on that couch for a few days may reveal squeaks, wobbles or other issues that warrant a return. The longer you wait, the more likely you are to run into problems.
The Impact of COVID-19 on Big Lots‘ Return Policy
Like many retailers, Big Lots has had to adapt their policies and procedures in response to the COVID-19 pandemic. While the core of their furniture return policy remains the same, there are a few key changes to be aware of:
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Some stores may have temporarily extended their return window beyond 30 days to account for shelter-in-place orders or other restrictions. Always check with your local store for the most current information.
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Furniture returns may be processed differently to maintain social distancing and minimize contact. This could mean designated return areas outside the store, or associates handling items with gloves and masks.
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Certain high-touch items like pillows or upholstered furniture may be subject to additional sanitization procedures or even be deemed non-returnable for safety reasons.
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Online orders may experience longer processing times for returns due to increased volume and safety precautions in distribution centers.
Big Lots‘ website states that they are "working tirelessly to ensure the safety of our customers and associates, while still providing the excellent service and value you‘ve come to expect." In my experience, being patient, flexible and understanding goes a long way in navigating these challenges.
Returning Furniture to Big Lots: Step by Step
Now that we‘ve covered the policy details and COVID considerations, let‘s walk through the actual process of returning furniture to Big Lots. The steps will vary slightly depending on whether you purchased in-store or online.
In-Store Purchases
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Gather your receipt, all original packaging, and any accessories that came with the furniture. If you can‘t find your receipt, Big Lots may be able to look up your purchase using a credit card or loyalty account.
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Bring the furniture and documentation to the customer service desk at your local Big Lots store. Be prepared to explain your reason for returning and show ID if asked.
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The store associate will examine the furniture and determine if a restocking fee applies. They may need to call a manager for approval on larger returns.
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Once the return is processed, you‘ll receive your refund or exchange. If there‘s a price difference on an exchange, you‘ll either owe the balance or receive store credit.
In one case, I had to return a defective bookshelf to Big Lots without my receipt. The store manager was able to look up my purchase on my credit card and process the return, but I was only offered store credit at the item‘s lowest recent price. It wasn‘t ideal, but still better than being stuck with a faulty product.
Online Purchases
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Log into your Big Lots account and locate the order you want to return. Select "Return Item" and follow the prompts to print your return shipping label and packing slip.
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Repackage the furniture securely in its original box or other suitable packaging. Affix the shipping label and make sure to include all original parts and accessories.
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Drop off the package at your nearest FedEx location or schedule a pickup. Note that you‘ll be responsible for the return shipping costs unless the reason for the return is a Big Lots error.
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Once the package is received and inspected at the Big Lots warehouse, your refund will be processed to your original form of payment. This may take up to 14 business days to appear on your statement.
In my opinion, online furniture returns are a bit more of a hassle purely from a logistical standpoint. You have to do the heavy lifting of repackaging and dropping off the item, and then wait for Big Lots to receive and process it before getting your money back. That‘s why I always advise measuring carefully and reading reviews before clicking "add to cart" on any oversized items!
Special Circumstances: Mattresses, Outdoor Furniture, and More
As I‘ve alluded to throughout this guide, certain types of furniture may have their own specific return policies at Big Lots. Here are a few common examples:
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Mattresses: Big Lots allows returns on most mattresses within 120 nights for a full refund, as long as they are clean and undamaged. This extended window gives you more time to ensure the mattress is a good fit. However, some models may be considered final sale, so always double check before purchasing.
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Outdoor Furniture: Patio sets and other seasonal outdoor furniture are typically subject to the standard 30 day return policy. However, I‘ve noticed that these items tend to be more heavily discounted and prone to selling out quickly, which could limit your options for exchanges.
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Furniture Sets: If you purchase a furniture set like a dining table with chairs, Big Lots may require that all pieces be returned together for a full refund. Mixing and matching or trying to return individual components could result in a smaller refund or store credit.
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Clearance Items: Big Lots‘ clearance section can be a treasure trove of deep discounts, but these items are often final sale. In some cases, a store manager may allow returns on clearance furniture but for store credit only. It‘s always best to ask before assuming.
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Third-Party Sellers: With the rise of online marketplaces, some furniture on Big Lots‘ website may actually be sold and shipped by third-party partners. These items are subject to the individual seller‘s return policies, which could be more or less restrictive than Big Lots‘. Always check the fine print and contact the seller directly with any issues.
The Bottom Line: Is Big Lots‘ Furniture Return Policy Fair?
After examining Big Lots‘ furniture return policy from all angles, I believe it is generally fair and in line with industry standards. The 30 day window and potential restocking fee might not be the most generous terms out there, but they do provide a reasonable amount of time and flexibility for customers to make returns.
The key is to go in with your eyes wide open and do your due diligence before making a purchase. Measure twice, read reviews, and don‘t be afraid to ask questions. If you have any doubts about an item, see if you can find it in-store to inspect in person before ordering online. And always, always save your receipts and original packaging.
At the end of the day, Big Lots‘ furniture return policy is meant to protect both the customer and the company. By enforcing certain conditions and fees, they can minimize abuse and ensure that returned items can be resold in good condition. As a customer, you have the power to vote with your wallet and only support retailers whose policies align with your needs and values.
Conclusion
Furniture shopping can be a daunting task, especially when you‘re on a budget. Big Lots offers a tempting combination of low prices and a wide selection, but it‘s important to understand their return policy before taking the plunge.
In this comprehensive guide, I‘ve shared my firsthand experience and expert insights on navigating Big Lots‘ furniture return process. We‘ve covered everything from industry trends and COVID impacts to step-by-step instructions and special circumstances.
Armed with this knowledge, you can shop at Big Lots with confidence and make smart decisions for your home and wallet. Remember to always inspect your furniture carefully, keep your documentation organized, and don‘t hesitate to ask for help when needed.
Happy shopping and may all your furniture dreams come true!
