From Retail Problems
My previous company decided to stop accepting returns without receipts.
Most of our customers were okay with the new policy, but there were always a few who pitched a fit when they were told that they couldn’t return an item without a receipt.
One night, a woman walked up to our cash registers, looked around and saw there was no line, and made a smug, snide remark about it, basically to the effect that we were obviously losing business because of the new return policy.
Right … The fact that it was 10 p.m. on a Monday night in a bookstore located in a shopping center in a residential area (not a commercial district) couldn’t POSSIBLY have had anything to do with how few customers there were in the store... It was OBVIOUSLY because of the new return policy.
I work at a school supply store that sells primarily to elementary school teachers.
One night I had a customer come in with her twins in a stroller and her five year old girl, she asked if she could return some cutouts she had changed her mind on.
Due to store policy we require a receipt for all returns and exchanges, and of course with my luck, she didn’t have it. She didn’t take my word for it and tried to return it with another cashier but was also denied.
After being rejected twice she angrily continued to shop while her twins began to cry and scream inside their stroller. This continued on for about an hour and finally she came up to check out.
At this point the stress was steaming out of her, while I checked her items out she was able to locate her old receipt. As I checked the receipt I noticed it was past our 180 day policy, knowing what would happen next I politely explained that unfortunately she could not return her items.
She then angrily went off on a rant on how stupid and outdated our policy was and as she continued to curse and rant I had to continue checking her items out while apologizing for the inconvenience. She threw her card on the counter and mumbled until she left the store.
Like really? You’ve had this item for over nine months and you’re waiting until it’s too late to return it? Why would we accept your late return? Would you accept a student’s assignment if it was months past the due date? No.
I remember having a lady who wanted to return her PDA about three months ago. I check her receipt, and it's well within the 30 day (if I remember correctly) return policy. So I open it up to check it out and notice that the screen is cracked. Now, usually I still take these back as long as there's no sign of impact damage as sometimes the heat/cold can do that to a PDA screen. But it looked like this lady had chucked the thing at a fucking wall, judging from the very large dent in the side of the PDA.
So I inform her that we cannot take it back because it was abused. She starts ranting and raving and grabs it out of my hand and starts messing with it to show me it doesn't work anymore. Convo goes as follows:
Me: "I realize that it doesn't work man, but it has been dropped and therefore abused..."
C: "NO! NO! I NEVER DROPPED IT!"
Me: "Ma'am, there's a very large dent on the..."
At this point, she had been fumbling around with the thing and then does the most incredible thing. SHE DROPS IT. Right there in front of me. It all happens in slow motion. The PDA falls in front of the counter where I can no longer trace its descent, but I hear the sickening crack as it impacts with the hard tile floor.
She stares at me, and I stare at her. After about a second or two, I say "See?"
She picks it up, throws it back in the box and storms away.
As of writing this story, I work at Office Max store for just one more week, so I'm not worried about giving up my workplace. I've worked there for nine months, and I have great memories of working there. I don't hate any of my fellow associates, and most of the times, customers are very courteous and understanding. Just like everyone else, there were some unpleasant moments.
My second day of working there: customer wants to return an opened box of Norton Antivirus [last year] simply because he wants the money to get Norton Antivirus [this year] when it comes out.
He hands over a sliced-in-half box (literally) with the upc cut out and a receipt dated over six months from the date this happened.
Me: "Sir, due to company policy, I cannot return this."
Me: "There are many reasons why I cannot return it, sir. The upc identification label has clearly been removed, the software has been opened, and your receipt is dated six months ago."
Me: "So, sir, I cannot scan the product since the upc label is gone. I would break corporate policy if i returned opened software, and the register would deny you a return since it has been more than fourteen days since the date of purchase."
Both managers on duty come over and back me up.
Customer: "You corporations just take hard earned money away from the individual, and the government lets them get away with it!"
Me: "You had the choice to shop here, sir. Office Max has very little media advertising and influence from the government. Try another Office Max anywhere in this state or even the entire nation, and they'll give you the same exact reasons I have given you today."
Customer takes his stuff, and stares at me wide-eyed. I stare at him with utter calmness on my face and, as he tries to storm out the store, he slams into the swinging door.
Me: "Try the Exit door, sir."
The second the Exit door closes behind him, we just laughed until we cried.
I worked at a small-box hardware store for four years, cashiering, the floor, all sorts of stuff. Like any retail job, it had ups and downs.
Probably a year or so after I started, I was running the register when a guy comes up with ~10 or so items to return. He, of course, didn't have a receipt. Not a big deal, but it makes things harder. I will refer to him as "RG" (Return Guy).
RG - I'd like to return these; I didn't end up needing them.
[plops armful of items down on counter]
Me - Do you have a receipt?
RG - Do I need one?
Me - No...but it may be harder to look up the returns if I don't have it...
RG - Great, no I don't have one.
I blindly start scanning the items and I notice one or two that we haven't carried in our store in a long time; the computer tells me when it was last sold, and some of the dates were from over five years ago.
Me - Sir, do you recall when you purchased these?
RG - Yeah, it was probably two or three weeks ago, why?
Me - Well, I'm just having a hard time finding them in our system; it says that this one here [hold up small can of finish] was last sold at this location over five years ago.
He proceeded to grumble something along the lines of "I definitely bought them here" and suddenly his cell phone rang. This, oddly, worked well for me, as he was busy answering it (because, of course he did), I was able to key into my mic and ask for a manager to come give me a hand.
At this point, I've built up a pretty solid line, so the manager comes and takes over with RG at the register right across from me. I began to cut through my line while RG continued to talk on his phone and the manager continued scanning his items. During this time, the manager had an extremely puzzled look on his face, but continued nonetheless.
Turns out, because I didn't have any unusual people in line I killed my line before RG even got off the phone, so I was able to hear the entire exchange afterwards. Glad I could.
Manager - Sir, these items didn't come from this store. Since you don't have a receipt, I can't take them back here.
Worth noting; since it was a fairly small store, we would take items back from a different store only with a receipt. Manager could make exceptions, but generally the owner said "no." The only exception was in-store credit, and that was at the discretion of the manager or owner (whoever intervened).
RG - No way. I bought them here. It couldn't have been more than three weeks ago.
Manager - Sir, I've been here for nearly a decade and I've never seen most of these items. The others I haven't seen in a long time. The computer says that most of them haven't been sold here in over five years.
RG - Well, then you're computer's wrong; I definitely bought them here. Can I get store credit or something?
The manager could've ended it here and given the guy store credit, but it would've been in the area of sixty dollars.
Manager - Sir...I can't sell this. It's an ice scraper. We've never carried them at this location.
RG got a little flustered here and raised his voice a bit.
RG - Well why not?!
Manager - Because we don't have winter in Florida! None of these items came from this store. I'm not taking them back. I'll give you a bag though since it seems like a lot to carry.
RG left with a bag, but without a refund.
A higher-up manager from another store called our store one day and told us to exchange a customer's two-week old Samsung Galaxy S6 for another one because it had water damage when she bought it brand new from our store.
Now that's just impossible, but he was adamant that we had to replace it for the customer and that it was DOA due to factory water damage. So we replaced it.
When my coworker was doing the exchange, the customer asks nonchalantly, "Hey by the way, shouldn't a phone like this withstand a little bit of sweat when you're working out?"
After that we were confident the phone didn't in fact come damaged from the factory but that somehow she was able to fool the other store's manager for the exchange.
It always pisses me off when people don't have to face consequences for their actions.