So..now...I realise that asking them to be logical is just stupid...but...C'MON!
Yesterday I sold a book, it was £4.99 on sale.
Today the couple that brought it came back in with it and showed me that it had two damaged pages. Not major damage here, a teeny corner of the top of the pages was torn at an angle. This happens, it's a binding error basically. Because the book is damaged, they even had both receipts (card and till), and they were being nice about it, I offer them a full refund because we don't have another copy in stock. YAY! Go me! I'm their best friend...no...no I'm not, because apparently they don't want a refund, they need the book. Fair enough.
They ask me if I can order them a new one, I can't do this. We sell the end of print runs, out of print stuff that the publisher has remaindered, I can order in new books, but ones like this, not a snowballs hope in hell. I explain this to them, again offer them a refund, would they like to swap it for something else? No, they need THAT book, it's a gift for a kid, they MUST have THAT book. And then the clincher...
Him : "Well...can't you give us a discount?"
Me, inwardly sighing, WHY must they all go bad?! : "I'm sorry sir, I can offer you a full refund or an exchange, but I can't discount the book because we could take it back and return it to the publisher for a full refund too."
Him : "But it's a GIFT! Are you sure you can't give us a discount?"
*rinse repeat about 6 times*
FINALLY...the woman pipes up, whips the thing out of my hand and tells me they'll keep it but they're never coming back again...EVER...I resist the urge to cheer.
Please, SOMEONE explain to me why having a few quid knocked off a damaged item that you were offered a FULL REFUND ON is going to make the fact that it's damaged go away when you give it as a gift?!
Yesterday I sold a book, it was £4.99 on sale.
Today the couple that brought it came back in with it and showed me that it had two damaged pages. Not major damage here, a teeny corner of the top of the pages was torn at an angle. This happens, it's a binding error basically. Because the book is damaged, they even had both receipts (card and till), and they were being nice about it, I offer them a full refund because we don't have another copy in stock. YAY! Go me! I'm their best friend...no...no I'm not, because apparently they don't want a refund, they need the book. Fair enough.
They ask me if I can order them a new one, I can't do this. We sell the end of print runs, out of print stuff that the publisher has remaindered, I can order in new books, but ones like this, not a snowballs hope in hell. I explain this to them, again offer them a refund, would they like to swap it for something else? No, they need THAT book, it's a gift for a kid, they MUST have THAT book. And then the clincher...
Him : "Well...can't you give us a discount?"
Me, inwardly sighing, WHY must they all go bad?! : "I'm sorry sir, I can offer you a full refund or an exchange, but I can't discount the book because we could take it back and return it to the publisher for a full refund too."
Him : "But it's a GIFT! Are you sure you can't give us a discount?"
*rinse repeat about 6 times*
FINALLY...the woman pipes up, whips the thing out of my hand and tells me they'll keep it but they're never coming back again...EVER...I resist the urge to cheer.
Please, SOMEONE explain to me why having a few quid knocked off a damaged item that you were offered a FULL REFUND ON is going to make the fact that it's damaged go away when you give it as a gift?!
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