Refunder Blunder, Part 59
I’ve been working at the same hardware retail store for three years in customer service. In our store, our return policy is that you must bring the item back within ninety days unopened and unused to get a full refund. Otherwise, it will be an exchange. Simply, if we can resell it, the customer can get their money back.
Me: “Hi there! How can I help you today?”
Customer: “I want to return this.”
He passes me his clearly used item and a receipt for the same company but another brand.
Me: “Okay, so our return store policy is ninety days unopened, unused. I will just have to exchange this for you.”
Customer: “No, it’s defective. I want my full refund.”
Me: “Unfortunately, I am unable to as it was opened and used. I can only do an exchange.”
Customer: “No, give me a store credit, then!”
By this point, he is getting the attention of other customers and I really don’t want to make a scene.
Me: “Let me call a manager to discuss this with her and I may be able to give another option.”
I call my manager and she wants to see it herself. She comes up to examine the product and receipt as the man is blabbering about how horrible the product is.
Manager: “Like [My Name] said, we can only provide you an exchange, sir.”
Customer: “This is ridiculous! I’ve returned defective items here before without an issue!”
He is now shouting and gathering the attention of our long line of customers.
Manager: “How long ago was that?”
Customer: “I don’t know! A year ago.”
Manager: *Points to a sign on the counter* “Our policy clearly states—”
Customer: “I don’t care! It’s defective! Give me my refund!”
My manager has had a long day; she is exhausted and is clearly not up for arguing.
Manager: “Okay, we will give you a refund. But for future reference, we will not make this exception again.”
Customer: “About time!”
My manager leaves as I process the refund. The customer begins telling me how ridiculous our refund policy is.
Me: “Okay. If you want to insert or tap your card, you will be getting $21.00 back on it.”
Two male customers are walking out at this point and they clearly have heard the whole conversation.
Customer #2: “Excuse me?!”
He shouts from the exit to me and I look over, prepared to get yelled at again. The other customer holds up the toilet paper he just bought.
Customer #2: “If I use this, can I get a refund?”
Everyone who heard the interaction, including customers, employees, and managers, began laughing. I tried to hide my laughter the best as I could.
The man rolled his eyes, sarcastically laughing, before taking his receipt to leave.
It was definitely the highlight of my day.
Related:
Refunder Blunder, Part 58
Refunder Blunder, Part 57
Refunder Blunder, Part 56
Refunder Blunder, Part 55
Refunder Blunder, Part 54
Question of the Week
What is the absolute most stupid thing you’ve heard a customer say?
