Unable To Put Themselves In Somebody Else’s Paid-For Shoes

, , , | Right | January 23, 2020

(The phone rings and I answer it.)

Customer: “Hello, I bought a few things from your store and thought the total was wrong. When I got home, I checked, and I found that I was charged for a pair of shoes that I never purchased.”

Me: “Um, well, that’s unfortunate. I guess if you come right back, we can–“

Customer: “No, no. I’m already home. I’m not coming back tonight. I just need you to take a note so your manager can refund me when I’m able to come back in a couple of days.”

Me: “I’m afraid that’s not going to happen.”

Customer: “What do you mean?! I have my receipt!”

Me: “Which proves you paid for the shoes. It doesn’t prove that you never got a pair of shoes to begin with. If you come back tonight, before we close, my manager may be able to help you.”

Customer: “No, no, no! I’m already in [Nearby Town, fairly close]. I’m not coming back in tonight. It’s just not going to happen. I just need you to tell your manager that they have to refund me for the shoes I paid for but never got. I’ll come back in two weeks, when I pass through your town again, and get my cash back then.”

(I am a basic employee. My managers are awesome, but there’s no way on earth that I’m going to give a manager an order, much less expect it to be obeyed.)

Me: “Ma’am, we don’t give refunds in cash, ever. Our store plainly states that we don’t give refunds.”

Customer: “But I was charged for something I never purchased!”

Me: “And you’re refusing to come back immediately to fix it. Obviously, the refund isn’t that important to you if you’re not coming back for two weeks. I’ll tell you what; I’ll leave a note for my manager, and you can ask her if she’s willing, but I can’t make any guarantees.”

Customer: “No worries! I’ll bring my receipt as proof! They’ll have to give me the money back if I show them my receipt.”

(I take the customer’s name, reiterate that it’s highly unlikely that she’ll get a refund, and hang up. I tell my manager and she gives me a dubious look.)

Manager: “Yeah, I’m going to thank her for the donation and send her on her way. I’m not giving her money two weeks after the fact when she left the property and can’t prove that she never got the shoes.”

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