But it doesn't say I need a receipt...

[shadow1186]

So I've recently been promoted at work and so one of my main duties when someone at our customer service asks for a manager, that me, oh joy. This scenario happened yesterday...

I get up to the counter and a couple is standing there lookin bery distressed and I come to find out that they are trying to return an item for cash with a receipt that is outdated (90 days) and an item that has been recalled. The kicker was that they had bought 2 of the items originally, one of which they returned when the recall was issued, and decided to keep the other for some unknown reason they couldn't explain to us. I explained at this point we could only give a gift card to them as the receipt was expired and was an item we didn't carry anymore. At this point they got very upset and said they needed the cash for "prenatal vitamins" to which we explained our store carried those and the gift card could be used for. That didn't settle well and demanded to see the top store manager. When he gets to the counter, she has spied our return policy on the back of the receipt, and proceeds to try and re-word it to her advantage. She says "According to the policy, after 90 days I don't even need a receipt to return an item for cash" We all look at her like really you thought that would work? Eventually they took the giftcard and stompped out.

The really unfortunate thing is she really seemed to belive a reciept wouldn't be needed after 90 days I feel really sorry for that baby, if there actually is one....

[sirwired]

Actually, I know of no time limits for the return of recalled items. If you read the CPSC press releases, for minor items they always state that they should be returned to the place of purchase for a refund. (A credit isn't a refund.)

I think safety recalls (where the remedy is a return instead of a repair) override any normal return policy a store may have.

That said, she should have returned both items the first time... and the mis-reading of the receipt was pretty funny.

SirWired

[friendofjimmyk]

Actually, I know of no time limits for the return of recalled items.
SirWired

I think, in some cases, there are time limits on recalled items. I can think of automobiles as one example. My friend had a Ford Focus (I think - don't quote me) and there was a recall on something and she missed the time where it could be repaired for free. I can't recall the details...but I've seen limits on recalled items.

My question would be why did they not return both items at the same time? My theory is they wanted money back on the one, the other was working for the time being or even it was working with no problem, and then they decided they needed the money anyway. Just a thought.

[lordlundar]

It depends on the recall. If it's company mandated (ie still fine to use but they goofed up somewhere, like the 360 if they issued a recall) then the company can set a time limit for when you can do so.

Government mandated safety recalls however are permanent and if the store won't take it back (they're not required to under the mandates as they're not responsible for it) then it can be returned to the manufacturer and they MUST issue a refund.

[shadow1186]

It depends on the recall. If it's company mandated (ie still fine to use but they goofed up somewhere, like the 360 if they issued a recall) then the company can set a time limit for when you can do so.

Government mandated safety recalls however are permanent and if the store won't take it back (they're not required to under the mandates as they're not responsible for it) then it can be returned to the manufacturer and they MUST issue a refund.

It was a company mandated return, no safety issue. The one they were presently trying to return was totally unused... it was juat a really odd situation. They couple looked pretty shady in the first place cause they guy wouldn't even look us in the eye, and when the male store lead came over for assistance they guy dissappeared

[Dips]

At this point they got very upset and said they needed the cash for "prenatal vitamins" to which we explained our store carried those and the gift card could be used for.

Hah! Sympathy card DENIED! And you did it by providing excellent customer service too.

When he gets to the counter, she has spied our return policy on the back of the receipt, and proceeds to try and re-word it to her advantage.

We had this customer try that with us. She wanted to return opened software (that we don't make and can't refund due to our agreement with the manufacturer) and tried to turn the wording on our invoice against us...

"But your invoice says to contact you for an RMA if I want a refund!"

"Right and where does it say we have to issue you an RMA?"

"Well, if it's required to have an RMA, that means you're required to give me one."