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When Even The Store Manager Has Had Enough

, , , , , | Right | September 12, 2023

We have a regular customer who buys something from us almost every week and returns literally everything she buys. We don’t know if she’s just toying with us or bored, but she has an absolute 100% return rate.

Corporate won’t let us do anything about it, but our store manager has had enough. He’s asked us to let him know when this customer inevitably comes back in to do the return, and today is the day.

Customer: “I’d like to return this.”

Store Manager: “And can I ask the reason for the return?”

Customer: “It wasn’t good enough.”

Normally, this would be where the corporate-mandated conversation ends and we would process the return, but the store manager pushes on.

Store Manager: “How so?”

Customer: “It just… wasn’t. Look, just process the refund!”

Store Manager: “It’s just I can’t help but notice that you return every item from us that you buy. Is there something we can do to ensure that in the future our products can live up to your standards?”

Customer: “Just do the refund! So many questions!”

He processes the refund, but then says:

Store Manager: “Ma’am, that has been done for you, but that is also the last time that will be done for you. Unless the item is faulty, you will no longer be allowed to return any item you buy from us again. I am the store manager here, and this is coming from me.”

Customer: “You can’t do that! It’s within my consumer rights to return items I am not satisfied with!”

Store Manager: “Your consumer rights state that we must offer a full refund if an item is faulty, is not as described, or does not do what it’s supposed to. If you want a refund just because you don’t like it, then that is within our discretion. Our discretion has run out.”

Customer: “I’m never buying anything from you guys again!”

Store Manager: “Technically, you never have!”

She held up her end of the bargain; she’s never been back!

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