A customer is trying to return a stroller.
Me: “I’m sorry, ma’am, but without packaging or a receipt, I can’t give you your money back.”
Customer: “But I haven’t used it!”
Me: “Ma’am, this is clearly used and damaged.”
We have no way of entering it into the system, but I feel bad for her; she’s a new mother clearly living the lower-income life.
Me: “However, I will look up the UPC. You’ll get the lowest sale price in store credit, and we can give you 15% off of a new stroller if you pick up a replacement today.”
I find a UPC of a stroller that is the same brand and color as hers and it’s “no-bill” returning at $50 clearance. She picks up a new one priced around $120.
Me: “Okay, so the lowest sale price in store credit is $50, which brings this to $70. The 15% discount means your total is $59.50.”
Customer: “What?! My new stroller isn’t free?”
I re-outline my original offer to her.
Customer: “But I paid $100 for this stroller! I’m not leaving without the $100 credit for it!”
She got a manager involved, and after an hour she “remembered” that she’d used her loyalty card when she bought the stroller, so we looked up her transaction, went through the e-bill, typed in all the information like she had a receipt, and ta-da! $45 appeared as the cost, which meant she had bought it at $50 with a ten percent discount.
When I came back, I learned that during the next half-hour, she had yelled and said we were full of s*** trying to steal her money, called her mom (who had actually paid for the first stroller), and learned that she had only paid $50 for the first stroller. Then, the woman was like, “Well, f*** this. I can’t afford a new one,” and stormed out of the store.
