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That’s Not What Rules Are For

, , , | Right | CREDIT: kellyblubook | August 31, 2021

I work at a store that has a return policy of ninety days. If you bring the item in, undamaged, with the receipt, within that timeframe, we will happily and easily complete the return and send you on your merry way.

One day, a woman comes in with an item to return. I scan her receipt as this is the easiest way to complete a return, and the system won’t scan it in, just comes up with an error. Then, I manually input the receipt and I see what’s wrong with it.

Me: “Ma’am, this receipt is from ninety-three days ago, just outside of our ninety-day return period.”

There’s nothing I can do to give her the full price of whatever she wants to return, as I am just a humble worker bee, so I give her two options.

Me: “I can run this as a return without a receipt, but that will give you the lowest price the item has been in the past sixty days or so, and the money will be put on a gift card. Your other option is for me to call a manager up to see what they can do.”

This store constantly has very large sales, so I’d guess she’d be getting 60% of the full price she paid. She goes with option two. Okay, no problem. That means the problem is out of my hands; I’m just here for the ride now as there aren’t any other people in line.

The manager comes up and explains the ninety-day return policy — which is very clearly stated on the receipt, as well as on the BIG SIGN ABOVE THE COUNTER — saying the same thing I did: we can’t return it unless we do a return without a receipt.

Customer: “But that’s ridiculous! Rules are made to be broken!”

Eventually, the manager told her to take it or leave it. She took the store gift card.