Inside The Box But Outside The Window
(The store where I work has a three month return policy with receipt. I tend to be slightly more lenient with that policy, as much as I can without breaking it, by offering people trying to return past that date with store credit. Most people graciously take the offer. I am working with a man in his mid-30s trying to return a toy he bought for his son about five months before.)
Me: “I’m sorry, sir, but the register will not process this refund because you bought this merchandise five months ago, and our return policy is three months. But if you’d like, I can offer you a store credit. That way you can still replace it if you wish.”
Customer: “I have never been treated so badly in my life! I paid cash for this item, so you’re going to give me cash back!”
Me: “I’m sorry, sir, but it plainly says the policy is three months on your receipt, and it says so on this board behind me, too.”
Customer: “I have never been to a store with any kind of f****** return policy. A better store would take it back even if it were years old!”
Me: *slightly annoyed because that isn’t true whatsoever* “Well, that may be, sir, but at our store, policy is three months. It’s either my offer of a store credit or nothing.”
Customer: “Get me your manager!”
Manager: “Is there something I can do for you?”
Customer: “Yes. I want this toy returned, but she won’t give me cash for it. She’s only offering store credit, but I paid cash. I want my cash back.”
Manager: “Our store policy is three months and you’re well beyond that. I think she’s actually being quite generous with you by offering store credit. She’s not turning you away with nothing.”
Customer: “I paid cash and I want cash!”
Manager: “I’m sorry but it just isn’t going to happen. You can either take the store credit my employee so kindly offered you, or you can leave.”
Customer: *grabs toy and leaves in a huff*
Me: *explaining whole story to my manager* “It’s been five months since he bought that toy and he only just took it out of the box, too.”
Manager: “Doubt he ever even showed it to his son.”
Question of the Week
Have you ever met a customer who thought the world revolved around them?
