Scammer? Idiot? Yes?

[Trayol]

Background: at the company where I work, items can be easily returned. With the receipt, you get back what you paid, without you get store credit for whatever the price is. Whenever our company ships an item it comes with tons of paper work including a receipt.

This occurred recently. I'm currently working at a Big and Tall clothing store near my house. We were open on Sunday, New Years Day, when the Assistant Manager got some woman on the phone. While Sunday was dead, Managers are the only ones who can process returns or exchanges. When the woman called he had to put her on hold to process two returns. I couldn't listen to the conversation as it occurred as I was dismantling a wall and rebuilding it, but here is what he said later. Supposedly the women went to Sears to order something for her husband. What she wanted, Sears didn't have and couldn't order from their own warehouse. Sears then apparently went to our store's website saw we had what she wanted. Now things get confusing. The woman claimed that Sears took her money, ordered through our website and had the item shipped to her. Yes you read that right. took her money, ordered through our website and had the item shipped to her. When the item arrived it didn't fit. This woman calls our store wanting to know if she can get her money back without a receipt. My Manager was skeptical to say the least. He's been working in clothing retail for at least 20 years and never heard of this convoluted process. He explained to her that since Sears took her money, Sears would have to refund it. The woman isn't having this she wanted her money back and not a store credit. He even offered to do an exchange for the right size if it was really one of our companies products. No she wanted a refund from the store she didn't buy from. As my Manager wasn't budging she demanded the Corporate number as he was being rude(?) he gave her the number, his name the store manager's name and the name of the other two assistant manager's in the store. Yesterday January 4th, I overheard that she did make a complaint to corporate saying he was rude and unhelpful. My Manager isn't too worried, if they try to write him up he'll just point the company policy on returns and for not falling for scams. As he is consistently one of the best sellers in the company, I doubt they would, but stupidity likes to ooze out of corporate.

[AtDIelement]

Of course he was rude... He didn't give her what she wanted.

[taurinejunkie]

Ah, scammers. I appreciate not having to deal with them directly.

// Trayol, I really like your avatar, but you might want to remove the link in your sig as it's not working (anymore?).

[taxguykarl]

Of course he was rude... He didn't give her what she wanted.

Once again NO=rude...I wonder what story she told corporate. Was the call monitored for quality assurance?

[Trayol]

Trayol, I really like your avatar, but you might want to remove the link in your sig as it's not working (anymore?).

I'm a big fan of rage comics and I fixed my signature. The whole thing still confounds me. I'll give an update of the situation after I work tomorrow.

[MoonCat]

I'm curious...what would happen if an employee refused to give out corporate information? I mean, they can't complain to corporate if they don't have that info, right?

Or am I just too tired to think straight?

[Rine]

If the item was ordered via the marketplace on Sears.com, sorry Sears is not going to refund her money because they *technically* didn't sell it to her. If it was actually ordered from you, it's your company's customer. You should probably check Sears.com to see if your company advertises their stuff on it. Sears didn't take her money. If it was your item, she really DID order from you, via Sears.com.

I think she should haver received e-mail confirmations from your company, right? She should have brought that along with her.

Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. If your order contains an item that is not sold by Sears or Kmart, please be advised that this item cannot be returned or exchanged at your local Sears or Kmart store. Your merchant's profile, which contains their specific return policy, is available via the product page. Please see your merchant's profile for additional details.

Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant

edited: If you want more information about this, PM me. I'll probably edit this all out in a few days.

[BeenThereDoneThat]

Kudos to your manager for not giving in. I've been called rude for saying No too, but hey, I'll get worse than that if I say yes and it's out of policy. Hopefully Corporate will tell this lady to take her scamming ass somewhere else.

[Trayol]

Update Time

A big thanks to Rine. My company's brand of clothes are sold through Sears.com. But this still leaves two issues:

1. NO one knows that our company does this. My manager has been working for 4 years at this company and obviously didn't know about this arrangement.
2. Everything our company sends from its warehouse has some form of receipt and/or paperwork of the order. Why didn't the woman say she had this, who knows

The district manager happened to be in today. I heard her say that everything has been taken care of with the woman's complaint. The DM said the woman "got the exchange that she wanted all along" and that "we (the store) should do better to help the customer as much as we can".

If you recall my first post you'll see how my Manager did offer the woman the exchange and how she didn't want it. I believe the DM is going to use this issue as an excuse to write up the manager. I don't believe she likes him and I know he despises her.