Returns (sorry this might be long)

[Biggie]

I have been a long time lurker of this site for many years. I have worked in retail for about 15 years so I will try to post more of my war stories. This one wasn't very bad but it happened today.

SC and her husband walk into the store. She is carrying a large bag and I can immediately tell that it is on our list of nonreturnable products.
This is how it transpires:

Me: Hello how can I help you today? (already knowing what is gonna happen)
SC: My husband bought me these pillows the day before christmas and I want to return them.
Me: I am sorry ma'am but pillows are considered non returnable as they are a personal care item.
SC: But I didn't open them I don't use these kind of pillows.
Me: Well as I said before it is not my call to make once purchased no returns on pillows. (at this point I am ready to get into broken record mode)
SC: Is there a manager to talk to (as she reads my nametag aloud ) Assistant Sales manager. She asks where my manager is I tell her that my manager will tell her the same thing.
SC: I guess we can give them to the dogs.
SC husband cuts asks for the corporate number. I walk to the back and write it on a business card. My manager happens to be standing a few feet from all of this. I hand them the business card.
SC: You should have a big sign posted about the return policy.
Me: Ma'am we have a sign right here in front of the register with the policy.
SC: Do you think people actually read that?
Me: Ma'am we also inform every customer when they purchase personal care products and stamp the receipt.
SC: This is BS. Everybody else returns pillows. This is BS. The policy is BS.
I just let her rant and didn't antagonize her (eventually sucky customers run out of steam.) Anyway as they are leaving my manager explains again about the policy. They start in on her about how they own their own business and we should have big signs up everywhere. Then they realize she is the manager and SC turns back to me.
SC: I thought you said the manager was out.
Me: No I said she would tell you the same thing and then you asked for corporate.
They huff and puff and finally storm out.
We get alot of return situations like that. I may not agree with all sales final but we tell evrybody and stamp the receipt. Especially because we can't ensure that the product hasnt been taken out and used in some way. At least people know when they buy it that it is BRAND NEW.

Sorry for being so long winded.

[Sirloracaz]

Ug. I hate working the returns desk. If your policy is 'no returns on pillows,' that's the way it is. Although at my store, if someone wants a manager, I'm not allowed to not get one. The manager will probably back me up. Other times, I don't care if they return it or not, but I can't approve it. Sure, give the manager a try. that doesn't mean you're going to get what you want.

We just switched to a no receipt no return policy, and people are soooo rude about it. "But it was a gift!" "Even if I'm registered here?" Well, maybe I can look up the transaction. Which credit card did your use? "I paid cash." How convenient.

We get a lot of theft. We get a lot of people returning stuff that was bought at a different store, which we also happen to carry. We get people trying to return used items that their child has outgrown, or used past its expected lifetime. We had to change our return policy so that we could stay in business, keep prices from spiking up, and keep me in a job.

Gift receipts are generated automatically at my store, and at a couple others. Why can't people just give them out? We need proof that the item was 1.paid for, 2.bought from our company, 3.purchased in the past 90 days. Prices change, and stores have different prices. If you bought it wal-mart last week for 4.99, and at my store last summer for 9.99, I am not going to let you bring in the cheaper one to my store. I don't care if Sally said she bough the gift for you at my store. maybe she went to my store, and then bought it at target. I don't know. I need proof.... it likes like a paper with letters and numbers on it, and it says my store's name. we call them receipts.

I've had people say it's so ridiculous that receipts expire.... that the idea is so preposterous. Umm.... it's printed on the receipt, either the from or the back. some stores tell you the purchase date and the exp. date. I have to put the receipt inside a paper that states our return policy. We set forth the terms...that should be enough. I'm not here to debate how fair it is that a receipt expires. I'm just trying to keep my job so I don't have to scam stores for money like some people do.

[Ghengis51]

If i was a customer I'd be annoyed/frustrated if I couldn't return something still in it's original packaging. I don't think I'd ask to talk to a manager though. Even if I knew the your store's policy I would at least ask, then when told no, sorry say thanks and figure out what to do with my stuff.

[Ree]

If i was a customer I'd be annoyed/frustrated if I couldn't return something still in it's original packaging.

Not me.
I know it's actually a buyer beware world, and there is no law that says a store has to take back anything unless it's defective, and that allowing a customer to return something is really just a courtesy. If something is being done as a courtesy, then I don't expect it.
I especially don't expect in in an "All Sales Final" store.

Also, it may have been original packaging, but how would the store know whether or not the customer used the pillows for one night, didn't like them, and stuffed them back in the packaging?
Would you want to sleep on a pillow that someone else slept on?

[MannersMakethMan]

Me: I am sorry ma'am but pillows are considered non returnable as they are a personal care item.

I must admit, I wouldn't have thought of that. When I worked for the LBoD, we'd take pillows back if they were unopened - none of our standard 'exempt from the money back guarantee' prompts on the till like for shavers and earrings. Of course it helped that it was almost a physical impossibility to put the damn things back in the bag once they'd inflated, so you could tell if they had been out and used.

Not that it makes an excuse for the suckiness though - once you've been told the policy, yelling at the low levels is not going to help your case or change the workings of the entire company. All it'll do is make them even more determined not to let you return them.

Earrings on the other hand... Well, we'd have to tell everyone before the sale was put through how there was no return unless they were faulty for health and hygeine. Did this stop people trying to bring them back? I think you all know the answer to that.

[Ghengis51]

Also, it may have been original packaging, but how would the store know whether or not the customer used the pillows for one night, didn't like them, and stuffed them back in the packaging?
Would you want to sleep on a pillow that someone else slept on?

When I think origin packaging on pillows, I think of them in the plastic coverings that can only be opened by tearing it. If it was something that could be opened the pillow taken out, then put back in, then of course they wouldn't take it. That's just icky.

[PepperElf]

SC: Do you think people actually read that?

"Oh I'm sorry... You're right... your lack of desire to read must mean you can do anything you want then. Don't be stupid"

if only you could say that to them

[CrazedClerkthe2nd]

One of the things that has always bugged me about SCs who are told they can't do returns on stuff is that they probably throw a good bit of away.

Imagine the SC in your story just chucked the pillows because she didn't want them and couldn't return it.

It bugs me because there are TONS of charities and churches and whatnot out there that would LOVE to have that stuff.

What a waste.

[Peppergirl]

Good on you and your manager for having a spine.

Lets hope corporate does the same.

Wait...did I just utter the words 'corporate' and 'spine' in the same post?

Lets hope Ms. cant-take-no-for-an-answer doesn't get a gift card thrown at her by corporate.

[Biggie]

I dont agree with all sales final but we INFORM every customer and STAMP the receipt. Some people buy these items for their pets and would you want pillows somebodys dog may have laid on is what I tell alot of customers. I would never buy something that I was told I couldn't return even though I have never returned anything. The finallity of a sale worries me regardless. But dont take it out on me that corporate sets a policy and I have to follow it. I am an not being mean I am just following the rules I have been given. Funny enough I am considered the nicest gu by most anybody that has ever really met me. But I love handling returns because then I get to relish telling people off. But SC's have treated me so bad for so long that I am great at customer service but am very strict when at returns.

[Biggie]

Peppergirl, I am with you. I have been in retail for MANY years. Corporate people are pancakes and usually waffle. They are spineless. But I dont care. They can't come down on me for following the policies they set. That is my attitude about it all. As long as I follow the rules corporate gives me then if they fire me I will sue or at least get unemployment. You can't legitametely be fired for following the rules they set, even if the customers complain. Thanks for the support on my first post!

[VComps]

Although at my store, if someone wants a manager, I'm not allowed to not get one.

So basically your managers get paid 3 times as much to let you take the bullet for them. Nice.

[South Texan]

SC: You should have a big sign posted about the return policy.
Me: Ma'am we have a sign right here in front of the register with the policy.
SC: Do you think people actually read that?

Actually, the old girl has a point.

Since when do customers read any sign that doesn't have the word "free" on it?

[Biggie]

Thanks for the support. This was not my WORST customer ever. I have been in retail for 15 years and have had much worse. She just happened to be my most recent. I have had physical harm and even my life threatened. I don't sweat any of it I am 6 foot 3 and close to 400 pounds. I triple dog dare any customer to MEET me in the parking lot after work. I would even be willing to give a SC my address. I work in retail, I dont own anything and I have a great guard dog. She might be a LAB and is sweet as can be but she sure can bark, ALOT! HA!

[computeraide]

So basically your managers get paid 3 times as much to let you take the bullet for them. Nice.

I think they said they're not allowed to -not- get a manager; meaning if someone asks for a manager, they can't say "the manager will just agree with me". They have to get a manager no matter what, when someone requests one.