Baggage Issues

| Right | May 13, 2017

(We have two stores fairly close to each other. As per UK law we charge 5p for our carrier bags, except on this instance Store #2 has been sent an order of a different kind of bag that can be given away free due to the type of plastic. We in Store #1 are unaware of this. A customer comes in with some items in a bag from Store #2, buys some items from us, and reluctantly pays for another carrier bag with only mild complaints. A few minutes later, he comes back.)

Me: “Hello again. Can I help you?”

Customer: “Yes. You charged me 5p for a bag but your other shop gave me a free one.”

Me: “Sorry about the confusion, but it seems your bag from the other shop is different. The bags are made of different types of plastic. By law, we have to charge 5p for the ones we have.”

Customer: “That’s ridiculous! You’re ripping us off.”

Me: “Like I said, I’m sorry about the confusion. I will talk to the other store about it. If it’s any consolation the 5p goes to a charity for terminally ill children.”

Customer: *raising his voice to a shout* “I don’t care where it goes! I want it back. Give me a refund right now.”

Me: *a little taken aback* “You want… a 5p refund.”

Customer: “Yes.”

(I can’t process refunds on my login so I call for a manager.)

Manager: “OK, so you want a 5p refund, correct?”

Customer: “Yes.”

Manager: “You want a refund of this 5p that would otherwise have gone to charity?”

Customer: “Yes!”

Manager: “Okay, I’m going to need you to fill in your name, address, postcode, and signature on this form. It’s company policy for all refunds.”

(She was not lying, and I believed at that point the customer might have changed his mind, but he filled in the entire form to get his 5p back while the growing queue watched him in amazement.)

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