Crusty walks in wanting to exchange a pair of shoes... that she's wearing!
Says the Velcro is worn out and wants to get another pair to replace them. Thinking, "I bought them here so I can return them here."
This woman tried to show me the "wear" that she considers to be "worn out" and there's no reason (other than wanting free stuff) for her to complain. Honestly. If the sole falls off, or the leather splits somehow, sure....we'll replace them. If there's absolutely nothing wrong , they just don't look brand new and shiny anymore.....NO. just no.
Our company is very big on keeping the customer happy, never saying no. However...there are limits on what we should allow these idiots to get away with. Both the idiots who end up in our store, as well as the ones in corporate.
Our return policy is all over the reciepts. We tell our crustys in store before the purchase AND after. Our return policies are very generously bent by our corporate leaders. Ultimately its the managers decision though. If this lady wants to go beyond that, well... we followed our policies and procedures, we can't get any grief from the DM.
I asked for her info and was finally able to pull enough out of her to look up purchase history. Much to her dismay.
Problem: she was incredibly rude and demanding.
Problem: it is WELL beyond the date that she was eligible for the exchange.
Problem: she has no box and NO RECIEPT!
Problem: we don't carry that shoe anymore in store. So even if we did have them online to ship, she now has no shoes to wear home.
Last problem: we have already replaced her shoes for free once, three months ago.
I told her to come back after I talk to my manager. I also politely suggested that she move away from shoes with Velcro straps as they don't seem to be working well for her. (Which was met with an almost fanatic denial. Craaaazyyyyyy!)
What do you guys and gals think should happen?