This Purchase Has Gone Dry

, , , , , , | Right | February 9, 2018

(I’m taking care of a big rush of customers at the register as quickly as I can, with another cashier and one of my managers, when a customer comes up with a hair dryer that she wants to exchange.)

Customer: “Hi, I bought this a few months ago and it just stopped working on me for no reason. I don’t have the receipt.”

Me: “Okay! Do you have a loyalty card with us? We can look it up.”

(She gives me her number and it pulls up her mother’s account.)

Me: “I’m not seeing this product. Do you have your own account that we can look it up on?”

(The woman clearly looks annoyed, but gives me her number. Our system usually will trace back purchases for about nine or ten months after, but nothing is showing up in her transaction history)

Me: “So, I’m not finding it in this one, either. You said you bought this a few months ago?”

Customer: “Yeah, can you just go back and find it?”

Me: “That’s the problem, ma’am. There’s absolutely nothing here to go back to. If you want to grab the new hair dryer you wanted to exchange it for, you are more than welcome to.”

(She leaves and I begin to process the return without a receipt. When you don’t have a receipt or proof of purchase, our system rings it up at the highest price possible. The woman is very upset that we can’t evenly exchange it.)

Customer: “Well, this is just ridiculous. I shop here all the time and spend a lot of money here, so it should be in there.”

(The rush has died down, so my manager comes over to ask what is going on. I explain the situation.)

Manager: “Let me call customer service to see what’s going on. Why don’t you go help the other guests at a different register?”

(I obliged, and was grateful she took over. Especially when I found out that the customer had not made a purchase at our store for four years and tried to exchange a hair dryer from 2011!)

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