Customer Unsatisfied with Refund Policy

[purplecat41877]

Today, a customer returned some furniture polish because they wouldn't spray. I ended up bringing each type of furniture polish of the same brand that she returned. She wanted to know what each type meant. I wasn't sure since I don't use furniture polish but my service desk coworker was able to help out there.

Since she didn't have a receipt, I had to give her a gift card since it was store policy. She wasn't happy about that and wanted cash back instead of a gift card and she even mentioned that she doesn't save her receipts because she wasn't expecting to have to return her furniture polish. Unfortunately the card couldn't be canceled since it was already activated. The gift card was used on the furniture polish that she decided to purchase and she wanted a refund for the remaining amount on the card.

I ended up paging the assistant store director to see if I could get approval to give her the money back. Luckily, the assistant store director approved it and I apologized to the customer for the inconvenience.

[bainsidhe]

See, and I'm of the opinion that no receipt means store credit only. I know it's only a couple bucks, but if you make an exception for one person...

[myswtghst]

I'm with bainsidhe - it turns into a viscious cycle where a customer thinks that they're exempt from the rules because we were nice one time and bent them for him/her. Ah well, not something likely to change anytime soon - but I'm thinking the relief in the short term doesn't bode well for hte long term.

[Retail Associate]

We can't keep people at the service desk so there are new faces nearly every month. There's a new clerk who probably won't last long because she can't seem to follow the store policy of 'no receipt - no refund.'

The last 3 days we got things back in returns from Target, JC Penney and Wal*Mart. We also got back a swimming suit from 2006 and the person who returned it got a full refund. When the new girl at the desk was questioned she claimed to not know anything about these returns.

Tonight a guy tried to return some boots without a receipt. The greeter clearly remembered the guy coming into the store empty-handed then next thing she knew, he's at the service desk with these boots wanting a refund. He ended up getting his way and once again the store lost money because of a scammer.

The manager is getting tired of it but I doubt anything will be done to stop it. That girl will be gone soon anyway.

I feel for those clerks because SCs will scream at them so loud at times that we can hear them over in Fashions. I wouldn't do that job for any amount of pay.

.

[marasbaras]

What sucks about returns is that managers often just go back on policy. What is it ... when you become a manager you lose your spine?

I know, as a customer, if a manager told a screaming SC to get out of the store before he called the police, I'd want to shake their hands and ask for the name and mailing address of their superior.

SCs do what they do because there are so very, very many pathetic managers.

[Irving Patrick Freleigh]

Having two service desk people who've been with the store 30 years and another who's been there at least 20 (I think) is a great thing. They don't hesitate to tell SCs off when they start bitching about not being able to do a no-receipt return.

Even better, management always backs them up. They know better than to mess with them.

[gunsage]

'no receipt - no refund.'

You know, the funny part is that unless it's something that CERTIFIABLY came from the store or you were just in there and know the guy behind the desk, you really ought not expect people to work with you without a receipt. That's just dumb. I mean, there have been times where I'm an idiot and throw out a receipt, try the game, doesn't work...what do I do? Dumpster dive!

I mean, seriously, anymore, I keep the most recent receipts for games I purchase on top of my entertainment center and find myself often having to "purge" that area because often I'll say to myself "Well, I'll get rid of the receipt after I verify the game works" but then don't play the game for months or something. Then I forget about the receipt. So yeah...it's often messy.

[Raieth]

I mean, seriously, anymore, I keep the most recent receipts for games I purchase on top of my entertainment center and find myself often having to "purge" that area because often I'll say to myself "Well, I'll get rid of the receipt after I verify the game works" but then don't play the game for months or something. Then I forget about the receipt. So yeah...it's often messy.

I keep my game/movie recipts inside the game/movie case. That way I don't lose it and it doesn't fade from the sunlight.

[Shironu-Akaineko]

What sucks about returns is that managers often just go back on policy. What is it ... when you become a manager you lose your spine?

They all go in a meeting with the World leader of all stores: FLATHEAD.

[Peppergirl]

Ya know, my mom got my son some things from JCP this Christmas that he didn't like. She's a receipt nut, but I forgot to ask her for them before I came home (she lives several states away).

We took them back to the store for exchange and received a whopping 20-something dollars for 3 items because we didn't have the receipt and they scanned it at the lowest price it had been. I got a store credit.

Whose fault is this?

Mine! For not asking for the receipts.

When did personal responsibility become a thing of the past? I get so tired of these petty, whiny, self-centered JACKASSES that screw up, but then throw a fit when the store doesn't give them their way.

But then again, I also think that managers that give in to SC's like this are a HUGE part of the problem. I bet if I had made a scene or kicked up a fuss, I'd have gotten more out of it, but I would never do that.

[marasbaras]

I've noticed that those who have no personal responsibility of their own are often the ones who are the hardest on those who have fallen on hard times.

"They should've found another job."

"She shouldn't have worn that short skirt."

"Shouldn't have been ..."

Then, when something happens to them, they become the biggest whiny losers.

A perfect public figure example of this is Rush Limbaugh. For years he says that drug users should be locked up. Turns out, he's taking enough Oxy (illegally purchased) to kill many people. Suddenly, HE needs understanding. Well, no DUH. Drug addicts are ADDICTS. They all need understanding and help.

[PuckishOne]

No politics or discussions of social ills. Been said a million times, and still we need to close threads because of it.