They Have Designs On A Refund

, , , , | Right | March 24, 2020

Me: “Thank you for calling [Business]; this is [My Name].”

Customer: “Hi! I was calling about your return policy. I bought this [Designer] dress and was wondering how to return it since I only needed it for a friend’s wedding.”

Me: *since we have an open return policy* “Oh, okay! No problem. All you would need to return it is your proof of purchase. It could be your online order number or a receipt and you could return it through mail or in one of our stores.”

Customer: “Oh, well, I don’t have any of those.”

Me: “I could certainly help you look it up.”

Customer: “Well, actually, I bought it at a second-hand bridal store and just wanted to return it to your store since you carry the line. The bridal store won’t accept a return.”

Me: “So, you want me to give you a refund for a dress that we may not carry — since you said we only carry the designer — that you never even purchased with us?”

Customer: “Exactly!”

Me: “No.”

(I later informed my manager of this and he joked that I am just a horrible person for not giving her a refund for the dress.)

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Refunder Blunder, Part 44

, , , , , , | Right | March 22, 2020

(I’m the supervisor in a retail copy center. I am notified that someone has filed a complaint.)

Me: “Hello, ma’am. I’m sorry to hear you were dissatisfied with our services. Can I ask what happened?”

Customer: “Well, I asked for your clerk to cut my wedding invitations, and she cut them all wrong! We had to fix everything ourselves!”

Me: “My apologies! When was this order placed?”

Customer: “Oh, a couple of weeks ago.”

Me: “We would have been happy to fix the cuts for you free of charge, ma’am. Did you inspect the invitations before you paid for them?”

Customer: “No.”

Me: “Did you contact the store once you got home and realized you didn’t like the way they were cut?”

Customer: “No.”

Me: “Unfortunately, I don’t have any record of this order. Do you know which associate it was that completed your order for you?”

Customer: “No.”

Me: “Do you still have the invitations?”

Customer: “No, we sent them out already! After we had to spend hours fixing them! I want to know how you’re going to make this right!”

Me: “Well, I can offer a refund. Do you have your receipt so I can refund your purchase total?”

Customer: “No.”

Me: “Well, ma’am, I’m afraid there’s not much I can do without any of those things.”

Customer: “This is ridiculous! I want to talk to your manager!”

(I was only too happy to oblige!)

Related:
Refunder Blunder, Part 43
Refunder Blunder, Part 42
Refunder Blunder, Part 41

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Waffling On About The Cones

, , , , , | Right | March 17, 2020

(I am fifteen years old and I work at an ice cream shop. I’m the only person working the opening shift and when I come in, I realize that we are all out of waffle cones. All of our ice cream and waffle cones are made right in the store, and the night staff didn’t make any more waffle cones the night before. Waffle cones only take thirty seconds or so to make, but they are hot when they come out of the iron and would melt the ice cream if used right away. I’m in the middle of making more cones when an elderly customer comes over. She asks for her ice cream in a paper bowl, and I finish up her order, as she requested, in no time at all.)

Customer: “Excuse me, I changed my mind. Could I actually have this in a waffle cone, instead?”

Me: “Oh, I’m sorry, ma’am! We’re actually all out of waffle cones at the moment. I’m making some more right now!”

Customer: “But I see some right beside you!”

Me: “These ones just came out of the iron and they’re still very hot. They would melt your ice cream if I tried to use them.”

(The woman starts screaming at me and demanding a waffle cone or her money back. My supervisor comes over.)

Supervisor: “What’s going on here?!”

Customer: “This little brat doesn’t know how to make good food! If I don’t get some decent customer service, then I want a refund!”

(My supervisor is a mother herself, and her daughter and I are about the same age, so she is always pretty protective of me.)

Supervisor: “Look, these kids work too d*** hard to have to put up with the likes of you! There aren’t any waffle cones ready for you, so take your ice cream in a paper bowl and stop insulting my staff!”

Customer: “Give me my money back!”

(The customer slams her ice cream against the desk and holds out her hand, expecting cash. The supervisor gives her the refund, if only to get her to leave. The customer storms off and we’re left in an empty store. There are still no customers.)

Supervisor: *to me* “Sweetie, take that order and put it in the freezer. You can have it on your break, all right? My treat!”

Me: “Are you sure? Won’t you get in trouble—”

Supervisor: “After what that b**** put you through, you deserve it. Enjoy, kiddo!”

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Brand Awareness Goes Both Ways

, , , , , , | Right | March 16, 2020

(I get called to our front counter by a fellow supervisor to help her with a refund. We were both employed at the same time and have been in with the company for about three years but for some reason, she’s never familiarised herself with the products we sell.)

Supervisor: “I’m trying to put a return through for this lady but the items won’t scan.” 

(I’ve not yet seen the items.)

Me: “Okay, where’s the receipt?”

Supervisor: “She doesn’t have one.”

Me: “We can’t do a return without a receipt.”

Supervisor: “I know that. I’m just going to give her store credit.”

(We aren’t supposed to but can do it to keep customers happy.)

Me: “Okay, then where are the items?”

Customer: “Here they are; I bought them from here.”

Me: *glancing quickly at the items* “These aren’t our items; you didn’t buy these here.”  

Customer: “Yes, they are. I bought them here.”

Supervisor: “How can you tell? You barely even looked at them.”

Me: “They are both brands we’ve never sold.”

Supervisor: “You can remember all the brands we sell?”

Me: “Not all of them, but this one is [Competitor]’s own brand and this one—” *flips package over to show a distinctive red and white logo* “—is from [Store].”  

Customer: “Oh, I could have sworn I bought them here, but I am certain I got that one here. I never go to [Competitor]. How do you know it’s their own brand?”

Me: “I worked there for five years, and if you read the package it will say that it’s exclusive to [Competitor].”

Customer: “BUT I BOUGHT IT HERE!”

(I wordlessly flip the package over and point to the fine print, which is too small for me to read.)

Customer: “Oh, it does say [Competitor], but I hardly ever go there.”

(She apologises and leaves.)

Supervisor: “I don’t know how you can remember what stock we sell.”

(I don’t know how she can’t, seeing that we only carry our own brands.)

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The Moaning Customer Has Been Activated!

, , , , , | Right | February 25, 2020

I’m a cashier. The store I work in sells gift cards, prepaid cards, and phone cards. An activation receipt is printed and given to the customer when they purchase any of these cards, which they are meant to keep in case there’s some issue with the card. They are also given a purchase receipt, which is the same as the receipt for any other kind of purchase; it shows that they purchased the gift card, but it does not prove the card was activated.

A customer comes to my register with a prepaid card, saying that she bought some for her son and none of them are activated. She has the purchase receipt, but not the activation receipt. I start to fill with dread, since the customer already seems a bit hostile, and I know that not having her activation receipt might mean that she won’t get her money back. Card issues aren’t resolved on the store level, though, so I page my supervisor, since she’ll know what the customer needs to do.

My supervisor tells the customer that she needs to call our corporate line in order to resolve this. The customer immediately becomes even more hostile. She wants us to fix it right there and now, because she came all this way. My supervisor tells her that without the activation receipt there’s no way we can do that.

The customer argues that the purchase receipt should be enough; the supervisor tells her it isn’t, and also points out that the card number on the receipt doesn’t match the one on the card. They go back and forth for a while longer, and the supervisor even asks me to confirm that the number on the receipt should match the one on the card, because the customer just won’t accept it. I confirm that they should match. The customer asks her son if this is the same card she gave him, and he insists it is. She gets more and more upset, acting like we’re refusing to help her; she even tells my supervisor she needs to fix it because “This is your fault.”

I wish I was part of the conversation at that point, because I would have loved to point out that we have no control over these kinds of issues, and it wouldn’t be my supervisor’s fault even if she had personally sold her those cards. Our register either tells us the card activated, in which case the customer gets an activation receipt proving that, or it tells us the activation failed, in which case the register automatically prompts us to refund the customer, and we can’t exit that screen until we do so. If the card is activated according to the register but not in reality, that’s an issue with the card or card provider, and we have no way of controlling it or knowing about it. That’s the whole reason we give activation receipts.

Of course, none of this was relevant anyway, because even if the customer had her activation receipt, she would still need to call our corporate line.

Later that same day, a different customer — fortunately not as hostile — reports the same problem with a prepaid card not being activated. She also doesn’t have her activation receipt. Unwilling to bother my supervisor about this issue again, I just write down the same number my supervisor gave to the first customer and send her on her way.

I have no idea if either of these customers will be able to get their money back. This scenario is exactly why I tell customers who are buying gift cards to keep the activation receipts.

If you ever buy a gift card, keep your activation receipt!

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