(A customer comes in to return two items. She does not have a receipt or the boxes for either product. She looks like a hippie version of a Jersey Shore cast member.)
Me: “Without a receipt or the original boxes, we can only do an exchange or give you the money back on a merchandise credit.”
Customer: “Oh, no, that won’t work. I really need the money, and I can’t use these products on my face because my friend just started an organic skin care line. I only use organic products on my face now. Please, I just really need the money.”
(My manager is right next to me. I explain the situation and she tells her the same thing I did. She continues to ask if we can call someone else over. We call another manager over, who tells her the same thing.)
Customer: “Please, I need the money for my rent. Can I buy something with the merchandise credit and return it and get cash back?”
Manager: “No, we can only refund in the original form of payment.”
(She decides to take the merchandise credit, which is over $100. I ask for her email for our rewards program.)
Customer: “Oh, I don’t trust computers, except for Facebook!”
(I show her some products she’s interested in. She proceeds to apply a lipstick directly to her lips without it being cleaned off and disinfected. Thinking this would be a concern, since she only wants organic products, I tell her I can clean it off for her.)
Customer: “Oh, I don’t care!”
(When she checked out, she spent the whole merchandise credit, plus $30. I thought she “really needed the money.”)
