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Refunder Blunder: The Epic

, , , , , , | Right | August 24, 2021

Over the weekend, a customer purchased over a hundred items, paying in part with a gift card and the other part with her credit card. She comes back later to return a pair of jeans for $13 and purchase a $10 sweater.

When returning items, the refund goes back to the form it was paid in; this makes it very difficult to deal with customers who want cash back when they paid with their debit card, but those are stories for another time. When two forms of payment are used, the POS automatically decides between the two forms used to process the refund. For this transaction, it decides to refund her $3 to her card, and she goes on her merry way.

On Monday, she comes in to return the sweater. This time, the system decides to refund her $10 back on a store gift card. The customer then begins to argue with my cashier that she is being shorted $3 from the first return she made. 

The store manager is called up to take care of the situation, and then she asks the customer to step to the side to allow the cashier to take care of other customers. The customer then proceeds to give the store manager a list of demands at the top of her lungs.

Her first demand: reprimand both cashiers involved in both of her returns, as they were rude as h*** when working with her and shouldn’t be working in public. The first cashier that handled her exchange of the jeans and sweater should have just returned the jeans, then rung up the sweater, instead of doing it all in one, she said. The second cashier was shorting her money for the sweater because she wasn’t wearing a mask. The store manager refused to reprimand them in front of the customer, as they had done nothing wrong, and if such a reprimand were needed, it would be done in the office. The cashiers had done their job.

Her second demand: the customer wanted the $3 owed to her from the $13 pair of jeans. She could not find her original receipt and threw whatever receipt she had at the store manager. Out of the wad of paper, she found the original exchange receipt and the most recent return receipt. The store manager showed the customer where the $3 had been returned to her card, and the rest of the refund was used to purchase the sweater. By returning her sweater, she was refunded all $13. The customer wouldn’t listen to a word, insisting we were crooks and shorting her money. The store manager explained it every way she could other than shoving it straight up the customer’s nose. It went in one ear and out the other.

Her third demand: to prove that we weren’t taking her money, the customer wanted us to return the one hundred items she had originally purchased back to her card and then ring up all one hundred items again. Then, she wanted to return the $13 jeans, purchase the $10 sweater, and then return the $10 sweater. In that order. Right in front of her. We can’t refund any items that were not currently in the store, obviously. The store manager says we will not be able to accommodate her request, as she has none of the items with her, and she’s had all of her money refunded to her, so there is no need to redo every transaction.

Eventually, the customer gives in to fits of screaming at the store manager and the cashier, calling everyone idiots and thieves before threatening to call corporate. She leaves the store, only to stay in her car and call us three times to continue to scream at us. On the third call, she demands to speak to the manager and is given to the store manager. She screams, “I DON’T WANT YOU! YOU’RE AN IDIOT! YOU’RE THE BIGGEST IDIOT IN THE WORLD! I’LL HAVE YOUR JOB!” and hangs up.

She did call corporate, but I never heard anything back from it.

Related:
Refunder Blunder, Part 55
Refunder Blunder, Part 54
Refunder Blunder, Part 53
Refunder Blunder, Part 52
Refunder Blunder, Part 51