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Will Not Give Them Credit For Trying, Part 2

, , , | Right | March 11, 2021

I’ve been working my first retail job for a few months now, and as I usually work at the cash, I’ve gotten my fair share of grouchy customers for one reason or another. This is the first one that makes me so angry that I nearly lose my mind at said customer.

I am finishing checking out a customer when a man comes up to the cash. He stands at the empty cash next to mine, which is totally fine as it is super slow and I am the only cashier right now, and starts looking through the bag he’s holding; it’s a bag from our store so I figure it is a return. When it’s his turn, he explains the situation to me.

Customer: “I bought this Friday past and I’d like to return it, but I think I lost the receipt. I can’t find it anywhere; it’s not in my bag or at my house. Can you still do a return that way?”

Me: “Yes, I can do the return for you, but the way our system works, I’ll only be able to do in-store credit; I can’t put it back on your card.”

Customer: “You can’t even give it to me in cash?”

Because I’ve only ever done maybe two no-receipt returns:

Me: “I might be able to. I’ll try for you.”

I do the return as I’ve been taught to with no receipt. As I do so, he’s pulling up his bank statements on his phone to show me that he did, indeed, purchase the item Friday past. It comes to the final screen where the only option I’m given is to give in-store credit.

Me: “Unfortunately, all I can do is give you back in-store credit.”

Customer: “Even though I showed you that I did actually purchase it?”

Me: “Trust me, sir, I do believe that you bought it. We’ve had no-receipt returns here before, but since we don’t have the receipt information to put into the system, it only gives us the option to give you in-store credit and there’s no way we could override that; not even a manager can.”

He starts to get angry. His girlfriend has joined at this point; she’s much calmer.

Customer’s Girlfriend: “What’s going on? Can you return it?”

Customer: “They won’t give me my money back.”

Me: “It’s the way our system works, ma’am. Without a receipt, I can do the return, but the only way I’m able to give the money back is through in-store credit. There’s nothing else I can do.”

Customer: *Starting to raise his voice* “I don’t understand how I proved that I bought that item and it’s right there in front of you and you’re saying there’s no way I can get my money back. This is bulls***!”

I was starting to get angry. I was starting to shake and I was seeing red. Like I said, I’ve gotten my fair share of rude customers, but something about this guy just sends me to new levels of pissed-off that I have never been to before. While he’s having his hissy fit, there’s a line of people watching this happen starting to form behind him, which is making me even angrier for some reason.

Me: “It’s just the way our system works, sir; there’s nothing I can really do about it.”

Customer: “Yeah, well, it’s bulls***!”

Customer’s Girlfriend: “If he comes back with the receipt, will he still have time to return it?”

Me: “Yes, he has ninety days from the day of his original purchase; he has plenty of time to bring it back and get a full refund on his card or in cash if he has the receipt.”

Customer’s Girlfriend: “We’ll go home and look for it and come back.”

He took the item he was trying to return and left, all the while huffing about the whole ordeal. I was so pissed off that I almost asked if I could go take a break, but my shift was almost over so I decided to tough it out.

He later returned to get the in-store credit and apologized for being grumpy. I told him it was okay and I understood, even though I was still very peeved about the whole situation.

Related:
Will Not Give Them Credit For Trying