(I am working the textbook buyback at the end of the semester, which understandably makes the students grouchy when they get next to nothing for their expensive books. While I am sympathetic to their emotions, there are still regulations we have to follow when it comes to the condition of books we can accept. A customer approaches my counter, placing on the counter a textbook that has clearly been dropped in a puddle at some point. It is very obviously shriveled by water damage.)
Me: “I’m sorry, but we won’t be able to take back this book.”
Customer: “Why? This was an expensive book!”
Me: “It’s got very obvious water damage. We’re not allowed to resell books to students if they’re in this kind of condition. I’m really sorry.”
Customer: “I’m not leaving without my money for this book.”
(At this moment the wholesale book representative, who helps during this time of year, sees the situation unfolding and steps in to help.)
Representative: “Ma’am, I overheard everything this employee said to you. They explained the university’s standards adequately when it comes to textbook condition.”
Customer: “I got it off the shelf like that!”
Representative: “While I personally don’t believe that, you have no way of proving it.”
Customer: “Here’s the receipt!”
Representative: “That just shows when you purchased the book at the beginning of the semester. And if you look at the bottom, it explains there the conditions on buying and reselling books in this store.”
Customer: “Wait, do you even work here? I’ve never seen you here before!”
Representative: “I’m a representative of the [Book Company], to help the student employees with any… difficulties that may arise during the buyback session.”
Customer: “I want to– No, I demand to talk to a manager who actually works here!”
Me: “Okay, I’ll go get the textbook manager.”
(I walk away from the counter, where the representative is still explaining the buyback conditions. I go into the office of the textbook department manager, where his desk is already stacked with books and paperwork. Apologizing for interrupting his backlog, I explain the situation. Sighing, he follows me back to the front of the store, where the customer and the representative are still arguing.)
Textbook Manager: “As my employee pointed out to you, and as the wholesale representative pointed out, we cannot take a book back in this condition.”
(To summarize, the customer goes on how she drove over 60 miles from her hometown to sell this book back to us. She tells us about some hardships in her life, which we feel sympathy for, but have no relevance to our refusing to take back a water-damaged book. She still insists she bought the book that way.)
Textbook Manager: “Is there anything else we can help you with?”
Customer: “I want to talk to your manager!”
Me: “I’m on it.”
(I make my way back to the bookstore manager, who not only oversees the textbook sales, but is also currently occupied by school apparel and memorabilia. Once again, I explain the situation. Groaning, he follows me up to the storefront.”
Bookstore Manager: “As my employee said, as the representative said, as my textbook manager said, and what I say is that our university policy prohibits us from accepting back a book in this poor of a condition. Plus, do you really think a student would buy something that’s like this?”
Customer: “I would!”
Bookstore Manager: “We refuse to take back this textbook.”
Customer: *some kind of noise*
Bookstore Manager: “No, ma’am, it’s non-negotiable. Now, unless there’s something else we can help you with, I’d like to ask you to leave the store.”
Customer: “I’m going to the president’s office to file a complaint against this store! You’re on notice!”
Bookstore Manager: “If that’s what you want to do, go ahead. Now, please leave the store.”
Customer: *more noise*
Bookstore Manager: “Ma’am, please don’t make me call university security to escort you out.”
Customer: “You know what? You can just f****** keep this book!”
(The customer tries to throw the textbook at us, but it falls onto the countertop and some pages fall out. Dumbfounded, we watch as the customer storms out of the store. She suddenly stops right outside the doors and turns around.)
Customer: “F*** you!”
(We never heard from the university president’s office. For the rest of my employment at the bookstore, this story would come up as an example for the new employees training for buyback. Apparently, even after I graduated, this was still a horror story the trainees would whisper to each other in the safety of the break room.)
