A Whole Tray Of Complaint

, , , , , | Right | March 13, 2019

(I work as a sales associate at a store that sells a lot of home furnishings, as well as furniture. I work with smaller items like vases and dinnerware. I’m currently working with kitchen products. A customer approaches the counter.)

Me: “Hi there. How are you doing today?”

Customer: “I’ve got a complaint.”

Me: “Okay, I’m sorry to hear that, but how may I be of assistance in handling this complaint?”

Customer: *takes out an ice cube tray* “I have a complaint about this product.”

Me: “Okay. What is wrong with the ice cube tray?”

Customer: “I’ve been using it for about a year and a half and it’s taken on an odd smell.”

Me: *warily picks up the tray and sniffs it to discover that it’s the smell of frozen food bags and general “freezer” smell* “I think this is what it’s supposed to smell like. That’s what mine smells like.”

Customer: “Well, then, something is very wrong with you because it shouldn’t smell like that.”

Me: “I… Would you like to buy a new one?”

Customer: “I’d like to return this one.”

Me: “Well, you just said that you have been using it for over a year, and it smells normal to me. Maybe if you clean it and then clean out your freezer, you can continue using it.”

Customer: “No. I want a refund because it doesn’t smell right.”

Me: “Our policy is ninety days in unused and unwashed condition, with receipt, for a full cash refund, and not only have you used it and washed it, but it’s also been over a year since you bought it.”

Customer: “I demand to speak to your manager.”

Me: “About an ice cube tray that smells normal? I’ll get her, but I generally wouldn’t bring back items that cost $10 after a year of use.”

(The customer was so grumpy she had me pull my manager, who reluctantly gave her store credit for the product so that she could keep good faith with the customer.)

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