Easy to Buy. Easy to Return?

As online shopping grows, consumers find that the easeor difficultyof returning items differs greatly by retailer

Wendy Slaney, a career counselor and avid shopper, is joining millions of Americans in a post-holiday ritual: returning merchandise. And like an increasing number of Americans, she won't be heading to the mall but to the UPS (UPS) store, where she expects to wait in line to spend about $12 to return a pair of Harley Davidson (HOG) riding boots she bought for her boyfriend. She's not thrilled about the extra trip—or forking over the shipping cost—nor was she pleased that the boots' box had no packing slip or contact information from Van's Fine Men's Shoe Shop, the Milwaukee retailer where she bought them.

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