The Gift Card That Keeps On Giving, Part 5

| Right | April 4, 2017

(I work in at my store’s customer service desk dealing with returns, voids, complaints, and other issues. Sometimes our cashiers will ring up a second of an item by accident and not know about it; therefore, I have to refund the product’s cost. However, this lady has a special case, and she isn’t going to take no for an answer easily.)

Me: “Hi there, what can I do for you today?”

Customer: “Yes. I came here a few days ago and purchased, among other things, two gift cards for these restaurants. I was charged for three, though, and only purchased two.”

(Every gift card is different, like a bank card, and each one has a different number. It is impossible to accidentally ring up two of the same gift card, as our register will show an error saying the card has already been activated. By habit, our cashiers also put all gift cards into a little paper bag to keep them together.)

Me: “Are you sure you didn’t misplace the card or lose it?”

Customer: “No. I only purchased two, and was charged for three. I want my money back.”

Me: “I’m sorry, miss, but a gift card can’t be accidentally charged to an order twice. The only was this would have been rung up was if you handed her a third gift card.”

(I proceed to show her on the receipt where the third gift card is and that the last four digits are completely different, as a receipt shows the last four of the card number.)

Customer: “I don’t think you’re understanding me. I didn’t purchase three cards, and I want my money back! That’s fifty dollars of mine!”

Me: “Ma’am, I can’t give you a refund. This card was purchased on this date with this debit card.”

(After more of this back and forth, I leave them to go and check the camera footage from that day with my manager. We see the cashier ring up three separate cards and put them in said paper bag. I go back out to the customer. My manager is with me this time.)

Me: “Ma’am, we just checked the camera footage from that day and see the cashier ringing up three separate cards on the order, put into a bag, and handed directly to you. After which, you put the bag in your purse and leave.”

Customer: “This is ridiculous. I don’t have the card! I want my money back, and I want to see this footage.”

Manager: “Certainly, follow me.”

(I stay at the desk to take care of other customers, but when all is said and done, twenty minutes later and the customer is gone, my manager comes back to me.)

Me: “How’d that turn out? She didn’t come back here to get a refund.”

Manager: “We showed her the footage, and she admitted that the cashier rang up three cards, but denied receiving them all. She said she wanted her money back again, and when I said no, she stated that she couldn’t afford to lose $50. I stated that we couldn’t just give her the $50, or afford it either. Her response was, ‘Well, you can afford to lose it a lot more than me.’ She said she was gonna call corporate.”

Me: “Maybe, but I don’t think she could be that ignorant….”

(We heard word the next week she called and tried to coerce them to fire me and get a refund. My manager and I had nice laugh at this.)

 

1 Thumbs
588