That’s… Not How Deposits Work

, , , , | Right | September 18, 2020

I am an optician. We have a patient come into the office stating he has lost his glasses. He says he would like to order the exact same pair. I search his information in our computer system, give him the total price, and ask for a deposit of half as per office policy.

The patient gives a deposit of half and I tell him we should be calling him later in the week after his eyeglasses are ready for pickup. Later that week, his eyeglasses are ready to go, a phone call is placed to the number on file, and a voicemail is left.

A few days later, the patient calls to inform us, “I have found my glasses and would like my deposit back.” I explain to him that the eyeglasses were completed and we cannot return his deposit. The best we can do is keep the deposit to cover our costs and time and remove the rest of the balance from his account if he doesn’t want to spend the rest of the money to complete the purchase. I explain that had he called me within twenty-four hours of placing the order, we could have given the deposit back. 

We go back and forth a bit; I throw in that this is what deposits are for, etc. He finally concedes and eventually picks up his glasses a few weeks later.

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