[neona]

As someone who's worked retail in america, this is entirely unsurprising. I didn't sell furniture for the most part, but it's probably consistent with my experiences.

This has little to do with defective products. People just expect to be able to return any product they don't like, or if they got the wrong one, or for whatever arbitrary reason. I would always be asked by customers if they could return it if they didn't like it, and they were always dismayed to learn that we generally only took returns if the product was defective. I lost more than a few sales that way.

My guess is that this comes from two things. First, most people are wholly uninterested on doing any product research. They want to just buy something that seems right, and then just take it back if they don't like it. Second, some stores will accept returns so readily (sometimes even of merchandise not actually sold by that chain!) that customers now expect it from everyone. Khol's is particularly notorious for this - we joke that their return policy is "yes."