Hard Of Earring

(I work in a high-end high street women’s clothing store. We also sell accessories. Like most UK stores, we do not accept returns on earrings for any reasons, bar them being defective. We’ve just entered the mid-season sale period, where a lot of our jewellery is now 70% off. A fair amount of customers are returning and rebuying items to get the discounted price.)

Customer: “I want to return this set of earrings and rebuy them.”

Me: “I’m sorry. Store policy says we’re not allowed to accept returns on any earrings, unless they’re defective. Even though you’re wanting to rebuy them, I cannot process the return.”

Customer: “I WANT TO RETURN THEM!”

Me: “I’m sorry; I’m not allowed to do that.”

Customer: “Yes, you are! You’re just saying that because you don’t want to give me the sale price!”

Me: “I’m sorry you feel that way, and I assure you we do allow returning and rebuying. We just can’t accept returns on earrings unless they defective in some way.”

Customer: “I want to talk to someone else!”

(I get my assistant manager, who comes over and relays what I’ve just told the customer.)

Assistant Manager: “I’m sorry, we can’t accept the return on them unless they’re defective.”

(The customer drops the earrings on the floor, then stomps on them. She picks them up and puts them on the counter.)

Customer: “I want to return these. They’re defective.”

Assistant Manager: “We don’t accept returns on items that have been damaged purposely by customers.”

Customer: “You have no proof I broke them. It’s your words against mine, and the customer is ALWAYS right!”

Assistant Manager: “This may be true in most circumstances. Here, we have CCTV showing you damaged them yourself. I’m sorry. We cannot accept returns on them. Is there anything else you’d like me to help with today?”

Customer: “MY EARRINGS ARE BROKEN! What am I gonna do with broken earrings?!”

Me: “Would you like me to dispose of them?”

(The customer glared at my assistant manager and me, then stormed out.)