A Huge Hole In Their Logic

, , , , | Right | March 6, 2018

(I work at a popular clothing company. I am almost finished with a seven-hour shift, after one of those crazy one-day sales, when a customer comes up to me and demands to return a jacket that was on sale. We have a policy that if it’s a manufacturing defect, we can exchange the item with no problem.)

Customer: “I’d like to get a new jacket because this jacket has a huge hole under the arm!”

Me: “Oh, I’m so sorry to hear that. May I please take a look at the jacket?”

(She hands over the jacket. I quickly find the tear, but the tear is obviously manmade with a pair of scissors. Of course, I’m supposed to give her the benefit of the doubt.)

Me: “Let me just check our systems to see if we have the same jacket in the same colour in stock.”

Customer: “Fine. Just be quick, though.”

(Unfortunately, we don’t have it in the same colour, but we do have the same jacket in a different colour.)

Me: “I’m so sorry to inform you that we currently don’t have the same colour of jacket in stock, but we do have it in the grey.”

Customer: “That’s fine, I guess, but can you bring it up? I want my new jacket, and then I’m going to go get my mom to deal with the broken one.”

Me: “I’m sorry? I can only process this jacket as an exchange or return. If you are planning on fixing the jacket, then I can’t authorize any returns or exchanges.”

Customer: “But it’s broken! I want to speak to a manager!”

(I call up my manager, who repeats exactly what I told the lady. She obviously doesn’t like what she’s hearing.)

Manager: “So, what you’re telling me is that you want to exchange the broken jacket for a new one, and still keep the old jacket?”

Customer: “Yes! Why is that so hard to understand?!”

Manager: “Uh… no. You can either exchange or return the jacket, not both.”

(The customer then left in a huff. I turned to talk to my manager who just rolled his eyes. Sadly, that wasn’t even the worst customer we had that day.)

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