As for shopping online and returning I have two younger generations kids that shop online all the time. One gets things she does not like and then it tends to sit around as she does not have the time or energy or whatever to hassle with the return thing. And then checking your account to make sure the money got back there! I bet they make lots of money selling unwanted or unusable items to people who do not get around to returning. Same idea as gift cards people buy and then forget about, lose under the car seat for years or whatever.
I love the buy online pick up in store concept. That way I can browse and pick out online on a sale day and then get "free" shipping to the store, pick up when I have a chance. The B and M store part of it might even convince me to browse and buy something else while I am there. It seems like a win win to me.
I would enjoy that sort of mystery shop!