This Customer Is Damaged Goods

, , , , | Right | August 19, 2020

I work at a craft store. I’ve just come back from a vacation and am running the registers. A woman comes in with six glass vases with decorative bark barely hanging onto them.

Customer: “I’d like to return these, please.”

Me: “Sure! Anything wrong with them?”

Customer: “Oh, they’re in too poor condition. I didn’t realize quite how bad until I got home.”

I check her receipt, which we do before any return, to check for anything that could prevent us from returning the item and that we don’t have to manually enter the receipt info. I notice all the vases are marked with a damage discount.

Me: “I’m sorry, ma’am, I can’t return these as they were sold as damaged.”

Customer: “What?! No, they weren’t!”

Me: “They were, ma’am. Right under the original price, they took another 40% off.”

Customer: “They said it was a bulk discount!”

My coworker on the next register over speaks up.

Coworker: “Actually, ma’am, you tried to argue for 70% off and then settled for 40%, saying you could at least fix them.”

The customer glares at my coworker.

Customer: “Well, they’re too hard to fix! So, I want my money back!”

Me: “Ma’am, as it was sold as damaged, and you were aware of how damaged it was, I cannot refund you.”

Customer: “THAT’S ILLEGAL! YOU HAVE TO REFUND ME!”

Me: “No, it’s not. If we sold it to you at the regular price, and then you found out they were damaged, we could. But as you bought them knowing the damage, and we gave you a discount on it for the damage, you agreed to no refunds or exchanges.”

Customer: “Well… I… ILLEGAL!”

She practically threw the vases back in her cart and stormed off.

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