I train dogs at a chain pet store. The customer pays for each six-week course, we do the lessons, and then we have a little graduation with diplomas. One woman brings her German Shepherd to class. The woman attends every class, writes down what feels like every word I say, and asks questions about everything. She stays after to pick my brain about training things not covered in class. (I should have charged it as a private lesson because it was outside the curriculum, but I didn’t.)
At the end of class, I hand out the diplomas. The woman waits until everyone is gone and then asks me to meet her at the register. I grab an enrollment form, thinking she’s going to enroll in the next classes. She pulls out her original paperwork.
Woman: “I’d like a refund.”
Me: “Um… Oh. Was something wrong?”
Woman: “Oh, no, honey. You were great. My landlord said I need to have proof of training, and he’ll reduce my monthly pet fee by $20. This dog eats a lot, so I need to save every penny.”
Me: “Uh-huh. Well, since there’s nothing wrong with the service, I can’t refund you.”
Woman: “What? Your policy says you will!”
Me: “If there’s something you’re not happy about. But—”
Woman: “I’m not happy about paying. So, get your manager or whatever you have to do. I’m not leaving until I get a refund.”
Me: “Okay…”
I walk to the manager’s office and explain what’s going on. Her jaw drops, but she comes out anyway.
Manager: “Hi. You want a refund on your classes?”
Woman: “Yes! Don’t worry; [My Name] was wonderful. I’ve never met someone who takes so much time and cares so much about a dog behaving. But you see, my landlord—”
Manager: “You need the diploma so your landlord will reduce your rent, right?”
Woman: “Yes!”
Manager: “Okay, give me all the paperwork.”
[Manager] processes the return and hands over the return receipt. I stand there, shocked and angry. Besides all my hard work going down the drain, I am going to have commissions deducted for the refund.
Manager: *To me* “Hand me the attendance sheet.” *To the woman* “What’s your dog’s name?”
Woman: “Cairo.”
Manager: “Do you have his diploma, or—”
Woman: “Right here!”
She holds it out to [Manager], who takes it from her.
Woman: “Oh, I need that for—”
[Manager] rips the diploma in half and then rips it again and again.
Woman: “Excuse me?! I paid for that!”
Manager: “And we refunded it. You got your money back, and we got our diploma back. Have a nice day.”
She pockets the shredded diploma.
Woman: “No! I need that! It’s proof!”
Manager: “If you’d like to pay for the classes, [My Name] will happily rewrite your diploma. Otherwise, we are done.”
The woman glared at [Manager], but she stood firm. The woman later complained to corporate that we had revoked her diploma but didn’t tell them why. After we explained, corporate sided with us.
The woman also left a one-star review on Yelp and Facebook. Her stupid story actually got a lot of people to come in and get their dogs enrolled in classes. So, while I lost her sale, I gained several more because of it.
