Refunder Blunder Torn Asunder
(A woman who frequents my store has a habit of buying something on sale, usually with additional coupons and price matching– or complaining until we make up a discount for her — then “forgetting” her receipt upon return. Without a receipt, an item must be returned for the price that day. Many of us are aware of what she is doing, but we cannot call her on it or refuse the return because we “think” she’s scamming us. On this day, I am on register. I see her walking toward the store from the parking lot and notify my manager. She comes to the front and tells me to go straighten up a nearby shelf. The woman enters with an aquarium filtration system in her cart. Today, this system is $200.)
Customer: “I want my money back.”
Manager: “Welcome to [Store]. Do you have your receipt?”
Customer: “Just give me my money.”
Manager: “Could I get your phone number or membership card?”
Customer: *rattles off phone number* “Why?”
Manager: “Without your receipt, I can only give you store credit. Do you remember how you paid?”
Customer: “My bank card! Are you going to give my money back or do I have to call corporate again?”
Manager: “I apologize for your wait, ma’am. I was just researching your receipt history.”
Customer: “That’s an invasion of privacy! The manager always gives me cash.”
Manager: “Which manager is that?”
Customer: “Oh, uh, some guy.”
Manager: “Right. Okay, I see that you purchased this filter a little over a week ago.”
Customer: “Well—”
Manager: “And after the membership discount and what appears to be a price match, you paid $90. That’s a great deal!”
Customer: “But—”
Manager: “Your money will be credited to the account linked to the card ending in [numbers].”
Customer: “I want the full $200! This is ridiculous!”
Manager: “Just following policy, ma’am. Your money will be credited to your account in three to five business days, depending on your bank. Have a nice day!”
(My manager then took the cart from the woman and walked to the back of the store without another word.)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
