If You Can Afford A Two-Month Vacation, You Can Afford That Necklace

, , , | Right | February 28, 2019

(The store where I work has, up until recently, been pretty lax about holding customers to our 65-day return policy. However, this spring, corporate decided to enforce it more strictly. Now, if a customer tries to return an item even one day past the allotted 65 days, our registers will completely freeze us out and we physically cannot process the return. As you’d expect, we get a fair number of customers who are less than pleased about this fact, but this lady has got to be the worst so far.)

Customer: *hands me a necklace and a receipt* “I’d like to return this, please.”

Me: “Certainly!” *goes through the return process, until an error message pops up that it can’t be returned* “Oh, I’m sorry, ma’am, but it appears I can’t return this item as it is outside of our 65-day return policy.”

Customer: “But I shop here all the time! I just bought this necklace, and then went on vacation, and now I want to return it.”

(We hear this all the time, but honestly, unless you’re on vacation for over two months, you have no excuse.)

Me: “I understand your frustration, but our company did recently get stricter about the return policy, and unfortunately, I cannot take this return.”

Customer: “Is there a manager I can speak to about this?”

Me: *calls for a manager, all the while thinking* “Do you really think a manager will be able to get around corporate policy for you?”*

Assistant Manager: *approaching my register* “What’s up?”

Customer: “She’s saying she won’t take my return because it’s past 65 days. I just bought this necklace to go on vacation, but it didn’t go with my blouse, and now that I’m back home I want to return it.”

Assistant Manager: “I am sorry about that, ma’am, but because it is outside of our return policy, we can’t return this item.”

Customer: “But I shop here all the time! I spend so much money here you wouldn’t believe it! And if this is the way I’m going to be dealt with—“

Assistant Manager: *clearly trying to get ahead of what might be a very long, angry tirade* “I do apologize, ma’am, but unfortunately, there’s nothing we can—“

(The customer suddenly lunges forward across the counter and snatches the necklace and receipt out of [Assistant Manager]’s hands.)

Customer: *practically snarling with rage now* “Fine! I’ll just take care of it myself!”

Assistant Manager: *taken aback* “I’m sorry, ma’am. I didn’t mean to upset you. There’s no need to be disrespectful.”

Customer: *turning to walk out the door* “You’re the one who’s being disrespectful!”

Assistant Manager: “I didn’t mean to be, but…” *sighs, calls after [Customer]* “Have a nice day, ma’am!”

Customer: *from doorway* “Shove it!”

Assistant Manager: *quietly, so only she and I can hear* “Oh… Okay, then. You, too, ma’am, you, too.”

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