Why Can't They See the Point?!?

[WHShit]

Why do customers (and Head Office, in most cases) not understand that we should not refund or exchange anything that does not have a reciept?

Look, I could go into a shop, take a book off the shelf, bring it to the till and say "this was a gift, but I already have it, and I don't have the reciept...can I exchange it for a different book"? OF COURSE.....the answer is "yes" (unless the customer is dealing with me....it is always "no" then). Then I go and get the book that I want that is the same price as the one I am "exchanging" so I get it for free!

Understand this? Cause customers sure as hell don't.

This lady tried to exchange all this stationary, saying her son did not like it and it was a gift. But,of course she had no reciept. She said her friend bought it for her son and I quote "my friend has the reciept, but I JUST COULDN'T ask her...it would be rude". I tell her that without a reciept, she can do nothing...says so in the policy! She asks why....so I explain how she could have picked the items off the shelf, exchanged them for other items and get the new ones for free! She thinks I am calling her a theif! I said "not that you have done this, but people do"!!! So, the manager (fucking bastard useless peice of parasite excrament) let her do it. I do not think she was lying, but if you let one person do it...then yadda yadda yadda....and why have a return policy if you do not follow it? Errrrrggghhhh!!!

I did have a lovely old lady say I was a great customer service worker and that I had a great attitude!! That was nice! Yep!

[Becks]

Don't you know, only lower-rung employees have to follow the rules? (And occasionally enforce them, until the customer gets ahold of a spineless manager...)

[0oAmericanGirl]

Yup, we used to watch customers go to the pharmacy and pick up somthing worth $20 and then try to return it.

[batmoody]

They use to do that with batteries too. I don't understand either, why its so hard for customers to figure out why we would require a receipt. Not only could they steal something off the shelf and want their $ back, but they can also bring in a return (no receipt) that was bought last week on sale for $4.99, but this week its not on sale, its $7.99. So when you ring it through as a refund, it refunds the $7.99. And they make $3.00.
Its really not a new thing to require receipts for returns. I don't know why people throw a tizzy over it.

[Dr Yorick]

Yep, What's the point?!

I had to put up the same shit from spinelss DMs when I worked for the Rat Shack. People would bring in items ( that were stolen from other stores) and would want a refund with no receipt. I, being the good Shit Shack manager that I was, would not give them the refund beause it was against policy.

Well, all the customer had to do was call the district office and the spineless piece of donkey manure would cave, giving said devil spawn customer their refund.

We at the shit shack trained our customers to be sucky as well as whiney. People soon learned that they could go over a manager's head to get what they wanted, when, what they wanted was against company policy.

The saving grace to it all though, the customer had to do some work to get to the D.M.

[Ree]

They use to do that with batteries too.

As far as I'm concerned, batteries shouldn't even be returned. Anyone can pop the old batteries back in a package and claim the new ones didn't work.

An unopened package is a different story, though. If they bought the wrong ones or something, then, as long as they have a receipt, I don't have a problem.

I just don't feel that returns without a receipt should be allowed.

What people don't realize, there is no law saying we have to take anything back, unless it's defective. We are doing them a favour, even allowing it with a receipt.

[Tito]

Yup, we used to watch customers go to the pharmacy and pick up somthing worth $20 and then try to return it.

We had a lady do that with about four packages of Huggies pampers (the big packages, which are not cheap). Little did the poor dear realize the manager stood at the end register (which is right in front of the aisle she was down), & watched her grab them off of the shelf.

Needless to say, she did not get what she wanted, & we never saw her again. I guess she took her dishonesty elsewhere.

[Sandman]

! So, the manager (fucking bastard useless peice of parasite excrament) let her do it. I do not think she was lying, but if you let one person do it...then yadda yadda yadda....and why have a return policy if you do not follow it? Errrrrggghhhh!!!

I usually then force the manager to allow me to do it when i'm off the clock.

Since i'm a customer, he has to allow everyone else to do it. Either way, he will get hell from corporate.

[Amalthea]

Ugh, returns without receipt are one of my biggest Grrrrr areas. I love the people who have been doing their spring cleaning, pulled a stack of books they no longer want, then bring them in to see how many we'll basically buy off of them. "They were all gifts". Yeah, sure. I had a lady come in who was visiting from Europe (can't remember which country, sorry) who said that where she was from, if you went to a store and wanted to do a return, even with receipt, they'd laugh in your face. They just don't do returns.
Actually, all returns are a pain, even with receipt. For example, our return policy states we require valid photo ID to do a return. But try telling a SC you won't do the return cuz their license expired a year ago. (What are they doing driving here on an expired license?) They'll just whine until the manager comes up and does it. Or the people who send their 10 year old in to return the book. Sorry, kid, go get someone with an ID, then come back. So when his mom bitches and moans about having to get her fat ass out of the car and come in, my manager's like "Oh, I'm sorry, we could've done it without you." Yeah, I love it when they make me look like I don't know what I'm doing. The position I'm in, below manager but above peon, used to have codes to do returns. Then corporate decided it was a Loss Prevention issue, and now only managers can do them. Which is nice in some ways, but sucky in others. Like when you have a totally standard return/exchange and there's only one manager in the store and they're on the phone or helping another irate customer and you're sitting there forever and the customer is glaring at you like it's your fault. Yeah, that sucks.

[Kogarashi]

As for the problem with customers grabbing items off of shelves and then trying to return them, that's why Wal-Mart's door-greeters are supposed to put the pink sticker on returns brought in and send the customer immediately to Customer Service. It's to let the CS cashiers know that the item has been seen coming into the store from outside rather than from the merchandise area, and it's to keep the customer from then wandering into the store and putting the pink tag on a pricier item (which is why the CS cashiers promptly remove the pink tag as well).

I had a customer the other day come to my line with a beat-up grocery bag with some items in it, and a pile of matching merchandise from the store, and ask if she could to an exchange for them. I explained that she had to take them to Customer Service to do that. She looked surprised (and I wondered where the door greeter was when the lady came in in the first place). Many other customers coming in seemed surprised that they couldn't just run into the store, grab the trade, and then go to Customer Service.

Is this really such a difficult concept?