The Case Of The Case

, , , , , , | Right | September 7, 2019

(I am working in a cell phone kiosk, within a store well known for its overly-exploitable return policy. All of the phone cases we carry are black, grey, or clear, and are one of three well-known brands. A woman approaches the counter carrying a thin, bright pink case.)

Customer: “Give me my money back! This garbage you sold me is broken!”

Me: “Is there an issue with your phone?”

Customer: “No! This case! Here’s my receipt!”

(She tosses a receipt at me. It does show one of the cases we sell for that phone, but they are completely different styles.)

Me: “I’m sorry, but I think there’s a misunderstanding. The case on your receipt is a different case than the one you’re holding. Do you have this case with you?”

Customer: “Excuse me?! This is the case your coworker sold me! I want you to give me my money back!”

(Seeing that this is already going nowhere, I grab the case we sell and open it for her, showing her the differences.)

Me: “This is the case on your receipt. See how the SKU matches up? This case is also [Brand] and so it says the name here on the side. I’m not sure where the case you’re holding came from.”

Customer: “It came from here! It’s been on my phone since day one! Look! It’s on my receipt!”

Me: “I’m very sorry, ma’am, but the item on your receipt is this other case. If you can find that, I’d be happy to return it.”

Customer: “Then you need to explain to me why it’s on my receipt!”

Me: “I have explained, ma’am. It’s not. These are different items. We have never sold that case, and so I cannot return it for you.”

Customer: “[Store] returns everything for me!”

Me: “If they were purchased here. This simply was not.”

Customer: “Your [slur] you have working here grabbed it right out from under there and gave it to me!”

Me: “The only way that would be possible is if he took it off of somebody else’s phone. Do you think that would be the case?”

Customer: “Probably! He took it and charged me! That’s what the [slur]s are all like!

Me: “Ma’am, I’m going to have to ask you to stop insulting my coworkers. You can come back when you find the case you purchased here.”

(She stormed off and went up front, where she complained about me and demanded a refund. I then had to repeat the whole conversation with returns management, who didn’t understand why I didn’t give her money for something we never sold her in the first place.)

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