Refunds, And Coupons, And Gift Cards, Oh My!

On Saturday, we were very busy. Our line had over twenty people in it, and we have three cashiers and a manager running the registers. A woman comes up and says:

Customer: “I’d like to exchange these.”

As I always do when someone says that, I explain:

Me: “At our store, we don’t do exchanges. We will refund your item via the way you purchased it, and then you can purchase the new item.”

I check the receipt.

Me: “It will be refunded to the credit card you used.”

Customer: “Fine.”

She wants to return three pieces of makeup. Two are fine to be returned, but the third one has had the packaging ripped off, so I have no way of scanning it.

Me: “I’m sorry, but I can’t return this item. There’s no bar code for me to scan.”

She gets a little irritated and argues with me for a minute before saying:

Customer: “Just go ahead and return the other two.”

Right then, another issue brought the manager nearby, and since I could already tell this lady was going to be an issue, I called him over and explained the problem with the item. He’s in a good mood and decides to go get a new one off the shelves so that I can return the other item. Other managers won’t accept these types of returns, but whatever, he’s the boss, right? 

I finish scanning the items and tell her the total she will be getting back.

Customer: “That’s not enough!”

Me: “You used several coupons when you originally purchased these, so that’s the correct amount you’re going to get back.”

Customer: “Then you need to give me the coupons back!”

Me: “Coupons don’t work like that. Once you use them, they’re gone, and you don’t get full price because you paid less because of the coupons you used.”

Now she’s really mad at me. But my manager was right there and confirmed that’s the rule.

I go to finish her return.

Me: “The money will be returned to your original credit card.”

Customer: “Fine. Whatever it takes to get out of this stupid store.”

I mentally shrug and push the button for it to go back to her card. It goes through, and she suddenly loses her absolute s***.

Customer: *Screaming.* “Wait! I wanted the money as cash! What did you do?!”

Me: “Ma’am, we can’t do that. We only give it back in the way you paid.”

Customer: “You should have told me sooner! There isn’t enough money on the card to buy the new item I want!”

Me: “I’m sorry, ma’am, but that’s the policy.”

Customer: “You’re an idiot! I’m always able to get the cash back at this store! This must be a new policy!’

Me: “It’s been the policy for a while, and that’s the only option I have.”

Customer: “Give me a gift card instead!”

Me: “I’ve already processed your return, so I can’t go back and undo it.”

Her screeching is now including spitting because she’s so mad. I take a step back after getting a glob of saliva on my shirt.

Customer: “You must be new! And incompetent! In the thirty years I’ve been coming to this store, I have always been able to get cash back from any type of purchase!”

In my head, I am cackling. This store has only been open for five years. Outwardly, I give her the customer service smile.

Me: “Whatever happened in the past is not the current policy, and we don’t give cash for credit card purchases.”

Customer: “You have been difficult since the moment I walked in! You purposely made this far more difficult than it needed to be! You should be fired for being racist and incompetent!”

At that point my manager tells the customer he was helping to hold on and starts coming over. You can tell by the look on his face that he is angry. The customer takes one look at him and runs out the door.

Manager: “Are you okay? Did she call you a racist?”

Me: “Yes, and yes. It’s just another weird day in retail.” 

I realized she left the return receipt on my counter, so I put it off to the side for about an hour, just in case she came back. Time passed, I went on break, came back, and threw it away.

She comes storming in a couple of hours later and demands her receipt back. I had crumpled it up when I tossed it in the trash can, and she started yelling at me for crinkling up her receipt so she can’t use it anymore.

I laughed; I couldn’t help it. I burst into laughter.

My manager was nearby, and as soon as she saw him, she snatched the receipt out of my hands and left, declaring that she would never return. I waved goodbye.