November Theme Of The Month: Black Friday!

Refunder Blunder

| Rochester Hills, MI, USA | At The Checkout, Crazy Requests

(A customer has walked up to my register carrying a bag from a competitor. We’re a well-known, national chain drugstore and our stores are fairly small. The competitor is a major big box retailer. The names are not similar and our primary color is blue; the competitor’s color is red. The competitor is located on the other end of town.)

Customer: “I need to make a return.”

Me: “Okay. Do you have your receipt?”

Customer: “Yes, it’s still in the bag.”

(I reach into the bag and find a private brand item from the competitor and a receipt, also from the competitor.)

Me: “Well, ma’am, unfortunately this item was purchased at another store, so I’m afraid I can’t do a return for you here.”

Customer: “WHAT?! I bought it here yesterday!”

Me: “I’m sorry, but this is generic brand for a different store. It is not possible you bought it here.”

Customer: “Yes I did! The receipt is right there!”

Me: “The only receipt in this bag is from [competitor].”

Customer: “YES.”

Me: “You’re at [my store].”

Customer: *blank stare*

Me: “Not [competitor].”

Customer: *blank stare*

Me: *holding up the circular* “You’re at [my store]. I cannot accept a return from [competitor], as it’s a different company, and this is not a brand that we carry. You need to go to [competitor] to return this item.”

Customer: “Oh! You’re not [competitor]!”