Surely The Kibble Wasn’t THAT Bad, Then!

We have a satisfaction guarantee on dry kibble for dogs and cats; customers can get a refund within thirty days of purchase with the original receipt if there’s 50% left in the bag. One customer came in wanting a refund.

Me: “According to your receipt, it’s been forty-five days since purchase, so I can’t give you a direct refund since our policy is thirty days. However, I can give you the money on a gift card.”

Customer: “Okay.”

I then went and weighed the bag of food and discovered that they had used almost 80% of the food!

Me: “I’m sorry, but I can’t give you the gift card. There’s only about 20% of the food left!”

Customer: *Annoyed* “So I can’t get a refund at all?”

I stood my ground.

Me: “I could bypass the thirty days but not the fact that you almost used all of the food!”