Apparently, Laziness Now Overrides Policy

, , , , , | Working | August 6, 2020

I order a Hotwheels set online for my daughter for Christmas. The toy company sends me an expansion instead of a base set that I ordered. I call customer support, and they promise they are going to ship me the correct item and a postage-paid box to return the old one and I should receive those within three days.

I wait over a week and this doesn’t happen. On the receipt, it says you can return the online items to any [Toy Store] location.

I go to the nearest location of that store with my receipt and item and get in the line for customer service which is out the door. I finally get up to the desk.

Me: “I ordered online and I was sent the wrong item. I’d like to get a refund on this. Here is my receipt.”

Clerk: “We don’t do online returns here. You have to call customer service and arrange shipping.”

Me: “I already did. And I never received the item I was supposed to or the box to ship this back. It says on my receipt that I can return it here.”

I point on the receipt where it says that.

Clerk: “The last time a lady like you walked in with one of those online orders, she left with it.”

Me: “We’ll see. I’m going to need to talk to your manager.”

Clerk: “You don’t need to talk to her. She will tell you the same thing.”

Me: “I’d like to talk to her anyway.”

The clerk rolls her eyes and goes to get the manager.

Manager: “What can I do for you?”

I explain the situation as I did before.

Manager: “Not a problem at all. I’ll just need the receipt for your order number.”

The manager takes the receipt and starts typing.

Clerk: “If you do it for her, they will all think they can!”

Manager: “They can! It’s store policy.”

Clerk: “It’s a pain to enter that stuff!”

Manager: “That’s not the customer’s fault. Now stop.”

The rest of the transaction went smoothly, though the clerk glared at me over the manager’s shoulder the whole time.

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