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How Dare You Not Know Everything On Day One?!

, , , | Right | November 20, 2020

A lady comes in with a pair of shoes to return. I’m still pretty new at the job.

Customer: “Hi, I’d like to return these shoes.”

I recognize the box as one of our shoeboxes but she approaches us at the folding table. Nevertheless, I try to help her.

Me: “Okay, was there something wrong with them?”

Customer: “No, I just want a different pair for my son.”

I open the box to see a pair of shoes I’ve never seen before, but they are the style we sell.

Me: “Well, I’m still pretty new here and I’m not 100% sure of our return and exchange policy, so I can’t guarantee that we can exchange these for you.”

Customer: “What?! But I called your corporation on the phone this morning before I came in and they said I could!”

Me: “Oh, well, if they said that you can, then you should have no problem. One of our sales associates in the back can help you get the shoes you want.”

My coworker and I went about our shift as normal, and then one of my managers approached us. She explained our return and exchange policy to us and then told me that the customer tried to tell her that I had practically forbidden her from trying to return the shoes. Luckily, my coworker had seen the whole thing and vouched for me, and my manager knew that I wouldn’t have made any decisions without asking her about it. But apparently, she had tried to get me fired because I was new and didn’t know our exchange policy.