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Sadly, It’s That Same Old Yarn, Part 2

, , , | Right | April 15, 2021

I’m working the register and a lady comes in with an exchange on some of her yarn. A line starts to build up, so I call some back up to get it moving while I deal with the return.

Me: “Hi! How can I help you today?”

Customer: “I need to return this yarn.”

Me: “Okay, do you have your receipt with you?”

Customer: “Well, no, but I know how much it was and this just isn’t the right color.”

Me: “Okay, do you know if you used a credit card to purchase it and if so do you have it?”

Customer: “I don’t.”

Me: “That’s okay. I can still do the return for you, but it will have to be a direct exchange now, or I can give you store credit according to store policy. However, also according to policy, the system will take the lowest price in the last ninety days. We just had a sale for this yarn so it will be really low.”

Customer: “Okay, I’ll exchange it, then.”

She then runs off to go get new yarn, leaving her old yarn with me at the register. I put it to the side and start ringing other people up while she shops. She takes about twenty minutes and cuts to the front around the register and the line to get back to me. I glance at the next customer and they wave at me saying that it’s okay; she can wait.

Customer: “This is the yarn I want.”

Me: “I like your color selection! Let me just ring up the exchange. I want to remind you about the sale we had; it’s going to leave you with a total to pay at the end of this.”

The customer acknowledges everything I say.

Me: “It looks like your total is [total].”

Customer: “WHAT?! THIS IS THE EXACT SAME YARN! JUST GIVE ME THE NEW STUFF AND TAKE THE OLD ONES!”

I explain the policy to her again and she gets even angrier and shoves all her old yarn into the bag with the yarn. I begin taking the new yarn out of the bag calmly and putting it on the counter.

Me: “I’m sorry, ma’am, but this is store policy. The sale makes the return price low without your receipt.”

The customer is now furious. She THROWS all the skeins of yarn she has at me and then rips her old plastic bag to shreds.

I calmly collect all of her old yarn, put it in a new bag, and put the new yarn into the go-back pile. I hand the customer the bag.

Me: “Thanks for coming to [Craft Store]. Have a good day!”

The customer left in a huff.

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Sadly, It’s That Same Old Yarn