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Addressing The Underlying Problem

| Right | August 20, 2015

(I have a customer who is trying to return an opened package of undergarments. Like the vast majority of retailers, for hygienic reasons, we have a final-sale policy on all underwear. I explain this to the customer.)

Customer: “I didn’t know that it was going to be final sale!”

Me: “That’s our return policy, ma’am. All underwear is final sale, no refunds, returns, or exchanges.”

Customer: “I’ve never heard or seen that policy anywhere!”

Me: “Ma’am, we have our policy written on this large sign right above my register, and it’s even printed on your receipt. You were given ample opportunity to read our policy.”

Customer: “Well, WHY would I WANT to read it?!”

(While I know that customers not reading signs is nothing new, this was my first time seeing someone show so much indignation over it. I found this to be incredibly annoying.)

Me: “Because you’re a very intelligent lady who makes informed decisions!”

(The customer took her underwear and quietly left my store.)


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