This Is Not A Clean Return

, , , , | Right | May 4, 2021

Customer: “I would like to return these shoes.”

After checking her receipt to make sure she’s still within the return period, I pull the shoes from the bag and begin inspecting them. The first thing I do is flip them over to check the soles, and I immediately see that the white soles are dirty.

Me: “I’m sorry, but these have been worn, so I can’t take them back.”

Customer: “But they hurt my feet.”

Me: “I understand that can be frustrating, but we can’t take them back since you wore them around.”

Cue a few rounds of the customer insisting I have to take them because they hurt her feet.

Me: “I’m sorry, but I really can’t issue you a refund for these.”

Customer: “Can I speak to a manager?”

Me: “I am a manager. To receive a return for an item, it must be in unused condition so we can resell it. These shoes are no longer new and I can’t resell them since they are obviously dirty and worn.”

Customer: *Without missing a beat and completely serious* “Then just clean them.”

Me: *Blinks a few times* “I’m… sorry. We… can’t do that. Is there anything else I can help you with?”

The customer put her shoes back in the bag and walked away. She was never angry or rude with me, but it completely baffled me that she seriously thought it was acceptable to return dirty shoes and expect us to just clean them and resell them as new.

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Entitlement: The Video Game

, , , , , , | Right | May 3, 2021

A caller’s gaming account is temporarily suspended because money is owed on the account. He purchased a game with a credit card but the charge was disputed. This is a common occurrence with an easy fix: pay back the money.

He’s not overly enthusiastic about having to pay the money back.

Caller: “Will [Company] refund me all the money I spent on this account?”

I pause, unsure I heard them correctly.

Me: “I’m sorry?”

Caller: “Will [Company] give me back all the money I spent on this account since I can’t use it anymore?”

Me: “No.”

I got a coaching on that one because we weren’t supposed to flat out say no to anything. But it took me completely off guard that a grown man would assume that he could get hundreds of dollars back because he could (temporarily) not use the account because of his own mistake.

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Game For A Refund

, , , , | Right | May 3, 2021

I order a video game from a big online delivery service, along with a book. I get the package. In it is a lot of material, and I find my book but no game. It is small, so I look and look, but nothing. I check my email and it says it was delivered so I figure it was forgotten about. I’m really disappointed because I was looking forward to playing it, so I email them and express my disappointment. They say that they are sold out of the item. I demand a refund, and they comply.

Sometime the next week, I’m cleaning my room and my sister comes in and watches.

Sister: “Hey, what’s this? It looks important. “

I brush my hair out of my eyes and take a good look. I’m usually pretty stoic but I feel my eyes widen into plate sizes.

Me: “That’s my game! Oh, my God! Where was it?! I ordered it!”

My sister is taken aback and a bit scared.

Sister: “It was on the floor. Are you okay?! You’re acting like you’ve found the holy grail.”

Me: “I was looking everywhere for it! I had to get a refund… Oh.”

I blame my very outdated glasses. I wonder if I should contact them and explain, but I figure since it was just a $20 game, they wouldn’t care.

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Refunder Blunder, Part 54

, , , , , | Right | April 28, 2021

I work at a craft store that has formally announced that they are going out of business. Because of this, we’re instructed to be strict with our sixty-day return policy for purchases made before we went into liquidation. All returns now require a receipt.

Customer: “I’d like to make a return.”

Me: “All right. Do you have your receipt?”

Customer: “Yes, I do.”

The customer proceeds to pull out several bottles of paint and a faded-looking receipt.

Me: “I’m sorry, but I can’t return these paints for you, as it’s not within our sixty-day return window.”

Customer: *Angry* “What?! But I was told that I could return them if I didn’t use them!”

Me: “And you could have within our sixty-day return window, but you bought these a year and a half ago, ma’am.”

Customer: “BUT I WAS TOLD I COULD RETURN THEM IF I DIDN’T USE THEM!” 

Me: “I’m sorry, ma’am, but there’s nothing I can do.”

The customer then grabbed her paints and receipt and stormed out of the store.

Related:
Refunder Blunder, Part 53
Refunder Blunder, Part 52
Refunder Blunder, Part 51
Refunder Blunder, Part 50
Refunder Blunder, Part 49

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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.

Related:
Sadly, It’s That Same Old Yarn

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