Doesn’t Understand The Custom Part Of Customer, Part 6

| MA, USA | Crazy Requests, Extra Stupid

(I worked as an assistant manager at a young adult clothing/skateboard store in the mall. A lady and her daughter came in one day and this lively exchange happened.)

Customer: “I’d like to return these shoes I bought for my daughter. I ordered the wrong size.”

Me: “Okay, no problem!” *I start inspecting the box looking for our SKU to scan, but don’t see it* “So, I don’t see our store sticker. Do you have the receipt?”

Customer: “No, I ordered them online.”

Me: “Do you have the shipping invoice?”

Customer: “No! I just want to exchange for the right size!”

Me: “I’d be happy to but I need proof of purchase or a sticker to scan and these don’t have that. Are you sure you purchased them from us? A lot of stores sell these specific sneakers.”

Customer: “I ordered them from [Shoe Brand]’s website! What’s so hard about just exchanging them for the right size?!”

Me: Oh, I see! Unfortunately I can’t give you credit for something you didn’t purchase through us, but there is a [Shoe Brand] store at [Mall about half an hour away] that would be able to process your exchange.”

Customer: “YOU WANT ME TO DRIVE ALL THE WAY TO [City said mall is in] TO EXCHANGE THESE? I CAN SEE THEM RIGHT THERE! JUST GIVE THEM TO ME!”

Me: “I can sell them to you and you can send the other ones back to the company when it’s convenient to you, but I cannot take something back that wasn’t bought here.”

(This went back and forth for a few minutes while I tried to explain how inventory and bulk purchasing work, but to no avail.)

Customer: “THIS IS RIDICULOUS! Where else in this mall do they sell these shoes?”

Me: *lists other stores* “But, ma’am, none of these stores will be able to take the return either. You have to bring them back to—”

(The customer interrupts me to turn to her daughter.)

Customer: “Come on, honey, we’ll go to [one of the stores I listed]. They’ll give us the right shoes.”

(With that they turned to leave in a huff.)

Me: “But, ma’am! Oh, screw it.”

(I always say “you can tell the ones who have never worked retail” and truer words had never been spoken about this woman.)

Related:
Doesn’t Understand The ‘Custom’ Part Of Customer, Part 5
Doesn’t Understand The ‘Custom’ Part Of Customer, Part 4
Doesn’t Understand The ‘Custom’ Part Of Customer, Part 3

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