Will Not Vouch(er) For This Refund  

, , , , | Right | December 5, 2019

(The company I work for changed its refund policy back in May. We have made a point of informing every customer that purchases sale items that they now only have fourteen days to return and sale items can only be exchanged for another item or store credit. A customer comes to my till and gives me three things to return, along with the receipt.)

Me: “As one of these items is on sale, I can only exchange it or give you refund vouchers.” *item is £4*

Customer: “Why? I have my receipt; I want my money back.”

Me: “It’s company policy, as stated on your receipt.”

Customer: “But I didn’t buy them for me. I bought them for a woman I care for, so I need the money back. I don’t need to buy anything today.”

Me: “I can get you a manager? They will tell you the same thing.”

Customer: “Yes, this is ridiculous.”

(My manager tells her exactly what I tell her and she gets huffier.)

Customer: “I don’t understand why you can’t do it for me. You should be able to change the policy for things like this?”

Manager: “There is no point in having a policy if we don’t stick to it.”

Customer: “Fine.”

(My manager leaves and the customer decides to start again.)

Customer: “I don’t understand why you can’t just do this for me.”

Me: “As my manager said, it is store policy and I have no control over that.”

Customer: “Fine, I’ll take the vouchers even though they are no use to me. I was going to do lots of shopping here today, but I will never shop here again; this will lose you customers.”

Me: *in head* “You have just contradicted yourself completely, saying you have no use for the vouchers today but in the same breath saying you were going to purchase items today, whereupon you could have used them.”

(I finished the transaction with her going on and on — I think she thought if she did this I would give in and just do it for her — and she went off without a goodbye, let alone a thank-you! This is just one of many in the past few months. It can be such a joy working in retail… not!)

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