Refunder Blunder, Part 50

, , | Right | January 4, 2021

I work at a pop-up shop that sells leggings, blankets, scarves, and other cozy things. We don’t do refunds or returns, only exchanges; we emphasize that at the end of each purchase and we have a sign at the register.

This lady comes in and wants to do an exchange. She had bought her stuff previously at $20 and now our sale is $15. When doing an exchange, we match the price of the new item to the old one so the total would be $0.

Customer: “Hi, I’d like to do an exchange!”

Me: “Okay, no problem. I’ll let you take a look around and you can see what you’d like to exchange for.”

She comes back with two blankets.

Customer: “How much will I get back?”

Me: “Unfortunately, because we are exchange only, I will have to match the price of the blankets to the price of the items when you bought them.”

Customer: “So, I won’t get any money back?”

Me: “No, that would be considered a refund and we don’t do those here.”

Customer: “So, I won’t get them for $15?”

Me: “As I said before, it is considered a refund, and I am not allowed to give it to you for $15 as an exchange. You are more than welcome to purchase them at $15 if you’d like.”

Customer: “Are you sure?”

Me: “Yes, I’m sure.”

Customer: “So, I can’t get money back?”

Me: “No, because that is considered a refund and we don’t do that here.”

Customer: “Are you sure?”

At that point, I just did her exchange and she left.

Related:
Refunder Blunder, Part 49
Refunder Blunder, Part 48
Refunder Blunder, Part 47
Refunder Blunder, Part 46
Refunder Blunder, Part 45

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She’s Got Some Balls To Discount

, , , , | Right | December 31, 2020

I work for a discount store while I am in university. It’s the thirtieth of December; a lot of people come in to buy our cheap fireworks and we are pretty short-staffed because some coworkers have called in sick.

Usually, there are at least five people for the cash registers and another three who put away items that get spread all over the place by customers who don’t want that particular article anymore. But it’s only my boss — who should be placing new orders — a coworker, and me. All of us are working at the checkout to get people out as fast as possible.

I’m working at the register that also handles returns when a lady comes strolling in, carrying two of our cheapest bags. I speak to her while serving other customers in line.

Me: “Good afternoon. How may I help you?”

Customer: “Yeah, I’d like to return these plush balls because those are on sale right now, and also this powdered sugar dispenser. The handle is broken, so I can’t use it properly.”

Me: “Certainly, do you have your receipts? Would you like to go in and get your items? That way I can do a one-on-one return and you won’t have to wait as long.”

The company wants us to ask the customers this to make sure they come back and the company gets to keep the money. The return policies are printed on every receipt, which is eight days for non-electronic items that aren’t broken but the customer didn’t want anymore.

I am looking over the receipts and the items.

Me: “Ma’am, it looks like you bought these plush balls a whole month ago, and your kids must have played with them, by the looks of them. I can’t guarantee that I will be able to return these, but I’ll make sure to ask my boss once he has a minute to spare. As for the powdered sugar dispenser, I am more than happy to let you get a new one. Why don’t you just go in and get your items while I check with my boss about the toys?”

Customer: “Oh, well, my kids did play with the plush balls, but they’re on sale right now! I’ll go in and see what I can find.”

Me: “Very well. Just make sure to come to my register because I am the only one who handles returns at the moment.”

The customer walks off onto the sales floor and I radio my boss. He comes over, looks at the receipts and the items, and decides that I am only allowed to return the sugar dispenser because it’s broken, but not the toys since they have clearly been used and were bought well over eight days ago.

The customer finally comes back. It’s my break time but I decide to do her return before clocking out.

Me: “Hello again! Found everything you were looking for? I talked to my boss and I am sorry to say that we’re not able to return the toys, only your broken sugar dispenser.”

Customer: *Already getting huffy* “You said you’d return all these so I can get the sales price on them!”

Me: “Ma’am, I said I will see what I can do for you, but I never made a promise to that. You could still buy the plush balls right now and only pay the sales price, which is 0.42€ each. What do you want to do?”

Customer: “I want to return these and get them for the sales price!”

Me: *Seeing where this is going* “Let me radio in my boss so you can sort this out with him.”

My boss comes over and sends me on my break so that my other coworker won’t have to wait too long for their break. I clock back in fifteen minutes later and the customer is still arguing with my boss, while he’s trying to cash out other people to keep the line down.

Me: “Hey, boss, I’m back. Why don’t you let me work at the register so that you can handle this lady?”

My boss shoots me a pained look while the lady screams:

Customer: “This is her! This is the girl who told me she’ll do all my returns!”

This is followed by a smug look on her face.

Me: “I did not say that; I said that I’d see what I could do.”

Customer: “I have rights in this country! You’re supposed to make me happy! You’re supposed to take all this back and honor the sales price!”

Me: “Ma’am, there is no law that says that.”

An idea comes to my mind. I check with my boss and he likes it and tells me to give it a go.

Me: “Look, there’s another way. We will return the plush balls and resell them to you for the sales price. You won’t get new toys but we will honor the price.”

Customer: *Screeching* “I don’t want these dirty ones! Give me new ones!”

Me: “Ma’am, you’re free to get new ones—”

Customer: *Interrupting* ” Ha! I knew you’d see reason!”

Me: “—if you pay for them.”

Customer: “Give me the cell number of your regional manager!”

Me: “I will nor can do that. You’re free to call the service line, though.”

My boss gives the regional manager a call to make sure we’re not to return her plush toys, which the regional manager confirms. He also tells us to call the police if she won’t leave soon. My boss is a mess at this point because he is a nice and cheerful person and wants to make everybody happy.

Me: “Ma’am, we just talked to regional management and it’s either take it or leave at this point, or we will have to call the police.”

The customer just engages in unintelligible screaming.

Boss: “I’m calling the cops right now. Leave us alone!” 

Customer: *On her way out* “I have rights in this country! I’m going to file a lawsuit against all of you!”

Boss: “Fine! You do that! But don’t forget to mention you acted like a total b****.”

The regional manager called in an hour later or so and said that he rewatched everything on the security tapes. None of us is in trouble and the company will pay for a lawyer if that lady really decides to file a lawsuit against us.

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Refunder Blunder, Part 49

, , , , | Right | December 28, 2020

My store holds a big summer sale every year. People camp out for our six-am opening as all products are half-price or less.

There’s a woman who’s a regular customer. She comes in at least three times a week, spending £100 each time. When the sales come round, she brings all the clothes she bought back to refund them and repurchase at the lower price.

On this occasion, I am serving her and have to put through the refund.

She has over 200 items of clothing. Each one has to be scanned, refunded if they were cheaper, and then purchased again. It takes me well over two hours to do, and the shop has actually closed during the process, leaving just me and my manager in the shop.

After all the work and a refund of £500, which has to be on gift cards for security reasons, she complains that she wanted it in cash because that was how she originally paid, and she doesn’t want the gift cards. Cue the whole transaction having to be discarded and her items all repacked.

I quit the next day.

Related:
Refunder Blunder, Part 48
Refunder Blunder, Part 47
Refunder Blunder, Part 46
Refunder Blunder, Part 45
Refunder Blunder, Part 44

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When Is A Transaction Not A Transaction?

, , , , , , | Right | December 13, 2020

I work on the customer service desk which offers exchanges and refunds. We don’t allow any exchanges or refunds without a receipt. This customer came waltzing in, whistling loudly, as if to seem unsuspicious? This immediately makes me suspicious, and I keep an eye on him as he goes up to my coworker’s till.

Customer: “I just want to refund this, please.”

Coworker: “Okay, do you have the receipt?”

The customer rifles through his bag dramatically. I know he won’t have it, and shocker, he doesn’t.

Customer: “Can I at least exchange it?”

Coworker: “Sorry, we can’t do anything without the receipt, I’m afraid.”

The customer starts getting angry and I chime in to help explain it to him, but he doesn’t care and asks for my supervisor. The supervisor asks him what’s wrong.

Customer: “I don’t have the receipt, but I can clearly show you the transaction on my phone that says I bought from your store.” 

Supervisor: “I’m afraid we can’t accept that because it doesn’t actually show us what you bought.”

Customer: *Very angry* “Well, I know for a fact that you can search up the transaction on your computer because all computers store the information and I would know that because I’m studying computer science.”

Supervisor: “These are tills. They cannot bring up a transaction without any information about the transaction.”

Customer: “You are rude and undermining my intelligence! Who do you think you are? You think you’re better than me? I’m studying computers. You don’t even know how these tills work. I’m the guy your company calls in to fix them. I know how they work better than you do, so give me my f****** refund!”

They continue to argue for the next ten minutes, with the customer constantly repeating his argument about being an IT guy and insulting my supervisor.

Supervisor: “I have no evidence that you didn’t just pick this up off the shop floor. You have no receipt, no idea how these tills work, and no reason to be here. There will be no refund. Please leave.”

The customer continued to shout at my supervisor, who walked away, looking drained and ready to quit his job. I don’t blame him!

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Are You New?

, , , , | Right | CREDIT: 69256hh | December 13, 2020

I work in a tech shop that does repairs, gives support, and sells various products, such as printer ink. I’m fairly new to customer support, as I usually work in the workshop, repairing computers.

A customer comes in.

Me: “Hi, how can I help?”

Customer: “Hi. I bought some printer inks from you a few days ago and they don’t work!”

Me: “Okay, sorry about that. Can I just have a look at the inks?”

The customer puts the inks on the counter. I look at the inks, which are clearly not sold by us and don’t match the box.

Me: “Sorry, sir, but they don’t seem to be the inks that were originally in the box. We also wouldn’t have sold these to you, as we don’t open our stock before selling it.”

Customer: *Very annoyed* “Fine, then. If you won’t replace them, can I buy some more?”

Me: “Certainly, that will be [total].”

Customer: “Okay. I don’t have my wallet. What should I do?”

Me: “Sorry, sir, but I can’t sell you any inks if you don’t have your wallet.”

Customer: “SERIOUSLY?! YOU HAVE REALLY BAD SERVICE HERE!”

After that, he left and hasn’t come back.

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