Returner Burner: The Store Card Scandal

, , , , | Right | January 13, 2021

A customer comes in with a pair of sunglasses to return with no receipt and no tag. There isn’t any brand name on them and no identifying marks or numbers. While I’m looking on our website for the sunglasses (for the UPC number), the customer interrupts me. 

Customer: “Can’t you just look them up from my card?”

Me: “Yes, ma’am. That is why I have to find the item number, to search for it in your card history.”

Customer: “But my card is right here.”

Me: “Yes, ma’am. I understand. I’m trying to find the item so we can search for it on your card. It doesn’t give us a list of all your transactions.”

After I spend about fifteen minutes looking through about two-hundred different sunglasses, none of them is a match. This means we don’t carry them anymore or we never have.

Me: “I’m sorry, ma’am. We don’t seem to carry these glasses anymore, which means I can’t do the return without the receipt or the tag.”

Customer: “But you guys told me when I got this [Store] card that I could return things without a receipt as long as it was on my card! I want to speak to the manager!”

Me: “Yes, ma’am. But that is if I am able to identify the item you are returning, which I cannot do. If you’d like, you could call the card customer service and they’d be able to look at all of your transactions and find the UPC number for you since they have access to more information than I do.”

Customer: “I still want your manager. This is ridiculous.”

I called a manager over and she decided to take out her own personal phone and call the card company for the customer. Of course, they wanted to talk to the customer because she had all of the information that they needed — birthday, social security, etc.

She threw the phone back at my manager when she was done talking so that my manager could write the UPC number down for her. We were finally able to do a return, even though we could not be sure that the UPC number even matched the item. The customer then looked at me and said, “And YOU wanted ME to do that!”

Next time, leave the tag on or have the receipt if you want a flawless return!

Related:
A Different Kind Of Returner Burner
Returner Burner, Part 8
Returner Burner: International Edition
Returner Burner: On Location
Returner Burner Until Burning Point

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