That’s The Way The Cookie Gloriously Crumbles, Part 2

, , , , , | Right | March 17, 2021

We do not sell normal textbooks at our store; however, we do sell nursing and some law textbooks. Because of the high price and the fact that each of the textbooks comes with a digital download and CD, all of these are shrink-wrapped. We tell each customer when they purchase these that they cannot return them unless they are unopened, and it has to be within seven business days — seven days shorter than our normal return policy.

A customer comes up to the front with a return and immediately apologizes, stating that this will be the hardest return that I have to do today. I’m bracing myself for the worst kind of return — a book damaged or ripped — and she pulls out one of the nursing textbooks we sell.

It’s still in its packaging, with the receipt taped to the front of the shrinkwrap.

I look up to her and ask my standard questions.

Me: “Was anything wrong with it?”

Customer: “No, I just realized that I’m not cut out for nursing and wanted to return it. I know I’m a bit late with the receipt, so if you can only give me partial credit or nothing at all, that’s fine.”

I quickly scan the receipt.

Me: “You bought this three days ago? The packaging is still unopened. Do you have the card you paid with it on you by chance?”

Customer: “Yes, actually; I was planning on buying some other books.”

Me: “Okay, well, this all looks in order, so if you insert your card, you’ll be getting $156.88 back on your card, but since it’s the weekend, it won’t go back on until Tuesday.”

Customer: “Wait, seriously?”

Me: “Yes, ma’am. You are within the return policy, so you’ll be getting the full amount back.”

Customer: *Nearly in tears* “I didn’t expect that at all! I bought a textbook from the campus, and even though it was unopened, they told me I could only get $30 back. Thank you! You just made my day!”

Me: “Well, I’m glad I was able to help! You are one of the easiest returns I’ve done in a while, so if you could sign this, you can get on your way!”

I hand her a return receipt that comes with a coupon for a BOGO cookie over in our café.

Customer: “What kind of cookie do you like?”

Me: “I think the chocolate chunk is the best, but my coworkers usually say the peanut butter one.”

Customer: “Okay, thank you.”

Ten minutes later, she comes up to me at the register and hands me one of our chocolate chunk cookies.

Customer: “Thank you so much again! I really appreciate it! This is for you!”

Me: “Thank you so much! I didn’t expect that!”

It made my day to see someone who was so sweet get exactly what she deserved!

Related:
That’s The Way The Cookie Gloriously Crumbles


This story is part of our Feel Good roundup for March 2021!

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