Miss I'mma have my way no matter your policy

[PastryGal]

So I'm at the customer service desk all day today and it had been going well, been quiet lately, slow between seasons. Lady comes in for a refund on a bad sprinkler, no problem. Asked if the fancy clear drain flat hoses were in yet and I told her they were and she could go grab one and we could do an exchange.

She brings it up and then asks me if she takes it home, USES it, doesn't like it, can she bring it back and have her money back? I told her no she can't as we can't return items like that used if a person simply doesn't like it. Well she doesn't like that answer and demands a manager. I call out my MOD and ask him and he actually tells her SHE CAN. I'm like, are you sure? She want to bring it back used if she changes her mind? He's like, yeah.
Our policy is clearly that we will accept unused merchandise within 30 days with receipt and in original packaging. I hate when a manager don't back me up and make me look like shit over it. This MOD is usually good for backing up. She still couldn't understand why I couldn't just give her a refund if she uses and doesn't like it but I have to follow policy, I tried to explain it to her again but she cut me off and told me we're on two different planes. Damn right, I'm on the right sensible one, and she's on the crazy one. She made some parting shot about my customer service but I was so angry at that point I didn't really hear it. I HOPE when she brings it back it's filthy and unresellable, then getting her refund rejected.

[Crossbow]

Worst cae, Mark the refund reason as "Customer didn't like it. Refund authorized per [MOD]." You should be off the hook at that point, and [MOD] might actually be gifted with a clue upside the head...


What? I said "might."

[raudf]

I'm gonna go out on the limb and say, the MOD forgot the "unused" part of the policy or she didn't hear the part where the customer was saying she'd bring it in after using it, if she doesn't like it.

It ticks me off that people will use stores as a form of "Try it for FREE!!" when that's not how policy works. It ticks me off even more when management caves, just because people start whining! In fact, only a few types of places have a "Try it" sort of mentality and that's usually with really big ticket items, like cars. (And I'm sure so sure about it any more.)

[Zellie Crescent]

Mark the refund reason as "Customer didn't like it. Refund authorized per [MOD], since he's the one that told her she could take it home and use it and if she didn't like it she could return it and get her money back" You should be off the hook at that point, and [MOD] might actually be gifted with getting his ass chewed out by the person above him.

Edited because you should put the reason for the refund as exactly that so that you don't take the blame for his idiocy, and he gets his ass handed to him for it.

[bainsidhe]

Our store always had seasonal renters. Since the return period was a generous 90 days, they'd "rent" an A/C or fan or bike and return it just before the return period ended.

[PastryGal]

I think he gave the ok just t shut her up. Which means when she returns it when she changes her mind we'll have to do it out as a defective. Which is a sin since these hoses did have an issue earlier this summer, bad batch of them would blow a hole in the side. Haven't had a lick of trouble with them since and everyone loves them, can't keep them in the store. I just hope and pray I'm not at the desk when she brings it back.

[Kagato]

A number of stores here in NZ have a 7 day return policy, though they have removed the ability to return it "because I did not like it", you can only return it if the product is defective in some way - and it is pretty easy to tell if something has a manufacturing defect or if they deliberately broke it trying to claim it is defective and get their money back. Plus anything that IS returned and is not in its original box/wrapping (and has had its seal broken) is subject to a 20% restocking fee - so if you purchased it for $100, you're only getting $80 back.