When They Ask “Are You Calling Me A Liar?” And You Tell Them The Truth

I work in a charity used bookshop. We do not offer refunds at all; every book is sold as-is. Some of our books are antique or rare; these can be somewhat expensive.

On this particular day, it’s just the manager and me working. The manager opened the shop and then immediately left for a meeting, so I’ve been on my own the entire day, and it’s been pretty busy

A customer arrives mid-afternoon and strides angrily straight up to the register, slamming a book down; it’s obviously an old/antique book.

Customer: “I bought this this morning and I want a refund.”

Me: “What is the problem with it?”

Customer: “It’s way overpriced! I paid twenty-five quid, and I got it home and looked it up, and I can buy the same thing on eBay for a tenner.”

Me: “Oh, right. I’m sorry, but all sales are final. Book prices vary depending on the condition of the book—”

Customer: *Louder* “NO! STOP! Listen! You don’t understand. It was too expensive. You made a mistake. Where’s your manager? He said I could bring it back.”

Me: “My manager isn’t here, I’m afraid. I’m sorry if you think it was expensive, but as I said, all sales are final.

The customer is standing closer and shouting now, slamming his hand on the desk.

Customer: “NO! You’re ripping me off! When I bought it, your manager said he’d give me a refund if I could find it cheaper, and I did! So I want a refund! NOW!”

Me: “Our policy is all sales final, no refunds. And you didn’t speak to my manager when you bought it.”

Customer: “What are you— I did speak to him! This morning! He promised me a refund! ARE YOU CALLING ME A LIAR?”

Me: “My manager is an elderly lady… and she wasn’t here this morning. Yes, I am.” 

I swear, he nearly frothed at the mouth. Then, he shouted something garbled — I have no idea what — grabbed his book, and left, slamming the shop door as he went. As he grabbed the book and stormed out, a piece of paper fell to the floor. It was a receipt for £25… from a used bookshop in another town fifteen miles away.