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Not In Receipt Of All The Facts, Part 2

, , , | Right | November 7, 2020

A woman comes up with a bag full of books and plunks them down on the counter.

Me: “Hi, how can I help you today?”

Customer: “I need to return these.”

Me: “All right. Do you have your receipt?”

Customer: “No, but I brought this.”

She pulls her credit card bill out of her purse, showing an amount charged at our store several weeks ago.

Me: “I’m sorry, but without a receipt, I can only issue a store credit for the lowest sale price of each of these books.”

Customer: “No, you don’t understand. This is what I paid for these books. It shows right here! *Points to bill*

Me: “Yes, it shows you spent a number of dollars, but it doesn’t tell me what you spent it on. The books aren’t itemized on your credit card bill, see?”

I hand the bill back to her.

Customer: “This is outrageous! You are trying to rip me off! I demand to speak to your manager!”

Me: “Certainly. Let me page her up here.”

I page the manager, who comes up, but before I can explain the situation, the customer jumps in.

Customer: “I have my receipt and she won’t give me my refund on my card! She said she’d only give me a store credit!”

Manager: “Oh, no, if you have your receipt, of course, we can issue a refund on the card.” *Turns to me* “Seriously? You’ve been here how long? You know better!”

Me: “She does not have a receipt; she has a credit card bill. It doesn’t show what she bought, only that she spent money here a few weeks ago.”

Manager: “Oh.” *Turns to customer* “She’s right; that’s not a receipt. We will have to issue a store credit.”

Customer: “This is outrageous! You are trying to rip me off!”

Manager: “Actually, no, we’re trying to prevent being ripped off! We have no way of knowing what you bought.”

Customer: “If you add up those books, it will be the same amount as on the credit card receipt! You’re just trying to rip me off!”

I look at my manager, and she looks at me and shrugs and mouths to go ahead, so I look the books up in the inventory system. The amounts are close, just a few dollars off, but accounting for the lowest sale price makes it around $10 less than what she says she paid. I report this back.

Customer: “You will refund the entire amount back to my credit card. Right now!”

Manager: “No, actually, we will give you a gift card for the amount she told you. Or you can go home and find your receipt and come back.”

Customer: “I’ll do that! And get you all fired!”

She snatches up her bag and takes off. A few days later, I’m cashiering again and I see her return and my heart sinks. She marches right up to my register and slams down her bag of books and a receipt.

Customer: “There! You remember me? Refund my money right now!”

She’s practically screaming at this point, and people are staring. I quickly take the receipt and look; it’s about $50 less than the credit card bill she previously showed me. I open her bag and find that none of the books match the receipt. I report this back to her with no small amount of trepidation.

Customer: *Completely losing it* “You didn’t say it had to be the receipt for these books! Just a receipt!”

I immediately got my manager, and we ended up having to have her escorted out by security.

Not In Receipt Of All The Facts

Question of the Week

What is the most stupid reason a customer has asked to see your manager?

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