Bonnie Bing: Don’t assume that a return will be easy when you shop online

How can it be 2026? Well, it is and there is not one thing we can do about it. I was filling out my new 2026 datebook and realized I learned a few things last year.

At the top of the list: Don’t take it for granted when you buy something online that the return policy is “If you’re not fully satisfied you’re guaranteed to get a full refund.” I’m telling you the following story so you won’t have to learn this the hard way like I did. Read the return policy!

When looking for something to wear to a special occasion, I couldn’t find a dress in Wichita where I prefer to shop, so I looked online and thought I’d give one that I found a try. It was an evening gown and when it arrived in a small box stuffed in a plastic bag it was so wrinkled it looked like it had pleats.

Then came the try on. I ordered my regular size, but this little number was about two sizes smaller. Since I couldn’t lose 20 pounds in two weeks (or even two years) I was going to send it back.

That’s when I contacted customer service, all by email of course.

A service agent was assigned to me. He wanted to know why I was returning the item. When I told him it didn’t fit, he wanted to know exactly where it didn’t fit. Was it too big, too small, too long, too short, too tight in the bust (!) too tight in the hips, etc. I’m not kidding. Then he offered me $24 to have the dress altered. What? He wanted my alteration person to move a button over?

Next came the offer for a $100 coupon that I could use on only their website, but anything bought with the coupon could not be returned, exchanged and absolutely no refunds.

Once I made it very clear that I didn’t want anything but my money back, I finally got the instructions how to return the too-small-for-this-old-girl dress.

1. It must be mailed in seven days or it would not be eligible for return.

2. It must be returned in the original translucent packaging.

3. The order number which after 20 emails I had it memorized, and the SKU that was 21 numbers and letters must be included.

4. It stated, “We must receive a photo of the return package.”

5. Wait, now what? AND a photo of the shipping receipt. So before the woman at the post office took it away, I had to take a photo of both.

6. The tracking number that must be available online and the name of the shipping company are required.

Of course I was responsible for the cost of the return shipping. Also, the refund would not include the shipping cost of sending the package to me.

Three weeks later I hadn’t heard anything, so I emailed my pen pal at customer service. He told me they had not received the dress or my emails.

I explained in all capital letters that they had indeed received the package on April 28 at 7:15pm.

Funny thing, but they found the package and paper work and said they would be sending the refund.

It came in June.

I usually read reviews before ordering something. But I didn’t this time until after my trip to purchase purgatory. Reviews show that a lot of women went through what I did and weren’t any happier about it than I was.

As my husband said, “They make it as difficult as possible to get a refund because a lot of people would give up or not want to go to all that trouble to get their money back. But they’re not as stubborn as you are.”

I would prefer “determined.”

Reach Bonnie Bing at bingbylines@gmail.com