But why should she have to follow the same rules as everyone else? She's special. I'm so damned tired of this attitude and it seems to get worse every day. I give you mad props for working in retail and not losing your shit on people like this.
Post by firelight1210 on Dec 9, 2013 13:15:46 GMT -5
Question, though. For OP's customer, did she say she purchased it on a card? Most places can do returns from a credit card to find the transaction. Or is because she had no receipt AND no tags that made it impossible?
Post by tabithasoren on Dec 9, 2013 13:20:35 GMT -5
My favorite retail story was a woman who wanted to exchange out a pair of pants for her daughter because she needed a different size. Problem was, she lived 2 hours away and forgot to bring the pants with her. She wanted me to give her the new size and when she came back to the area she would bring in the pants. She was indignant that I could not do that. Her daughter needed the pants for school on Monday and there was no way she could drive home and back before we closed. Why couldn't I just trust her that she would bring the original pants back? Seriously, I can't give you pants without you paying for them in the hopes that in a few months when you are back in town you are going to return the original pants.
Question, though. For OP's customer, did she say she purchased it on a card? Most places can do returns from a credit card to find the transaction. Or is because she had no receipt AND no tags that made it impossible?
She paid debit. There was really no way to give her money back.
And she came in like she was expecting no problems at all when she couldn't even produce a tag. We don't just hand cash out to people based on what they say.
I had a lady get mad at me a few years ago because there was a stack of boxes in the aisle I was pulling stock from and she didn't want to take a few steps to go around. She bitched and moaned for 5 minutes until I decided to get off my knees to move them. I didn't say anything to her until she said that I was "mean and hateful". I looked right in the eye and said I wouldn't be so mean and hateful if I didn't have to deal with people like her. She was stunned that I actually talked back to her. I had to walk away before I really got going. Ever since then I choose to work midnights during the Christmas season.
Post by firelight1210 on Dec 9, 2013 13:37:40 GMT -5
That sucks that she was such a bitch about it, but I guess I still don't understand. If she had the tag, you still wouldn't be able to find it? I pay debit for everything and have been able to return things without receipts but presenting my card (at places like Target, BB&B, etc). Granted, I always had tags too and (hopefully) didn't start off with an attitude.
I promise I'm not trying to be snarky, I'm just trying to understand. I worked at Old Navy for 6 years (6 years ago) so I completely get where you're coming from.
That sucks that she was such a bitch about it, but I guess I still don't understand. If she had the tag, you still wouldn't be able to find it? I pay debit for everything and have been able to return things without receipts but presenting my card (at places like Target, BB&B, etc). Granted, I always had tags too and (hopefully) didn't start off with an attitude.
I promise I'm not trying to be snarky, I'm just trying to understand. I worked at Old Navy for 6 years (6 years ago) so I completely get where you're coming from.
Not all companies have computer systems that allow you to look up stuff. The store I work at to look up a receipt I have to know the exact date and which register, out of the 21 registers we have, to be able to look it up in our system. There is no way to just look it up by customer.
That sucks that she was such a bitch about it, but I guess I still don't understand. If she had the tag, you still wouldn't be able to find it? I pay debit for everything and have been able to return things without receipts but presenting my card (at places like Target, BB&B, etc). Granted, I always had tags too and (hopefully) didn't start off with an attitude.
I promise I'm not trying to be snarky, I'm just trying to understand. I worked at Old Navy for 6 years (6 years ago) so I completely get where you're coming from.
I don't think you're being snarky
But no, there is no way I'm aware of (or my assistant) to use a card to pull up past purchases. Our system doesn't log debit purchases like that. She may have better luck asking that question of head office, but there's no way I'm risking my neck in terms of loss prevention. As far as we're concerned, no receipt=merch credit.
We also have so many customers who are fine with getting a credit, but are pissed about the amount. If you bought a summer dress, and it's now January and you're returning it without a receipt, you are not going to get back what you paid. I don't know how much you paid, you don't have proof, so here's the $7.99 it's worth now.
That sucks that she was such a bitch about it, but I guess I still don't understand. If she had the tag, you still wouldn't be able to find it? I pay debit for everything and have been able to return things without receipts but presenting my card (at places like Target, BB&B, etc). Granted, I always had tags too and (hopefully) didn't start off with an attitude.
I promise I'm not trying to be snarky, I'm just trying to understand. I worked at Old Navy for 6 years (6 years ago) so I completely get where you're coming from.
I don't think you're being snarky
But no, there is no way I'm aware of (or my assistant) to use a card to pull up past purchases. Our system doesn't log debit purchases like that. She may have better luck asking that question of head office, but there's no way I'm risking my neck in terms of loss prevention. As far as we're concerned, no receipt=merch credit.
I see. That really really sucks for you.
Working retail is never fun. I left 6 years ago, but I'm in banking now, which is a whole new ball game of customer service, lol. Some people just don't understand when they can't get their way, and it's infuriating. Props to you for staying calm!
I think I have told this story before, but I'm going to resell it because it is my favorite. I worked seasonal at Williams Sonoma for a couple of years and people just get meaner the closer Christmas gets.
Our store was tiny and we would have at least 15 people in a line at a time. I was the fastest checker and my line always moved steadily, so people would move from other lines into mine. There are two registers on each side of the counter, mine was open and the one next to me was closed. I had probably 20 people in my line and this guy just walks up to the empty register and stands there. After about 3 minutes he gets all huffy and is like "aren't you going to help me?" I told him that I had a full line and he could either get in it or wait until it was empty, the I would be glad to help him. He then proceeds to tell me that I am rude and why am I working at that store when CLEARLY I shouldn't be working with people. I didn't even look at him and just kept checking, but said "I have done this job for many years and love most people. I only regret it when I have to deal with RUDE customers like you." He looked like I had slapped him and started yelling for a manager.
Yeah, that little quip cost me a $.25 raise at the end of the quarter.
She sounds like one of those people that buys something, wears it once for an event/party, and then tries to return it.
We had a REALLY relaxed return policy which the store would take back pretty much anything for any reason. We had a girl who would come in every week and exchange a full outfit for another full outfit. She always made the exchanges balance out so that she wouldn't have to pay anything out of pocket. And if there was any money due back to her, she would just take a store credit to use the next time. She once came in to look around and was wearing an outfit that I helped her put together the previous week (she left without buying anything that day). The next weekend she came back in and exchanged that same outfit for a new one. It was within the written policy, though...
I did returns/customer service at Kohls. I had a lady come in with some OLD sheets, unopened and still in the package but very old. Kohls has been selling in our area since the mid 90s so I'd say they were that old. She wanted to return them and the bitch manager from housewares happened to be at customer service and she shot her down REAL quick. I think the woman bought them from a yard sale and they were originally marked at $40 so the woman wanted $40. Cash, preferably. The manager held firm though, haha.
Another time a CW (I still don't know who or how it happened) returned an item from another store. It was either a Sears or K-Mart brand.
I always hated it when people would come in with a pile of stuff to return and half of it wouldn't even be from our store, like it even had tags from Forever 21 or JC Penney on it.
We had regular customers who would abuse their organization's tax exempt status to buy themselves clothes without having to pay Ohio's ridiculous sales tax.
Customer Service was right next to the restrooms so loss prevention was always calling us saying to watch for this or that teenager going into the restroom and can we follow them in there when they leave and check the trash for tags please??? Puke.
We had regular customers who would abuse their organization's tax exempt status to buy themselves clothes without having to pay Ohio's ridiculous sales tax.
Customer Service was right next to the restrooms so loss prevention was always calling us saying to watch for this or that teenager going into the restroom and can we follow them in there when they leave and check the trash for tags please??? Puke.
This is something I don't understand about Kohl's - all of the customer service / returns desks are set in the back of the store or upstairs. I guess I get it from a marketing standpoint, they make you walk through the store so hopefully you'll buy something while you're there. But from a loss prevention standpoint, nope, don't get it. You can just pick shit up off the sales floor, walk back to the desk, return it for credit, right? I think Target's desks are usually right at the front, before you even get to any products, which to me is smarter.
Most of the Kohls by me have been renovated recently and the customer service desks are now at the front of the store.
Yeah from the way I understand it that is the new store standard. There was only 1 store near me at the time that was like that, all the rest had customer service in the back of the store. I have no idea how they would re-do the store I worked at because customer service was actually upstairs on the 2nd level so it was extra weird in terms of the setup.
I loved working holidays at Victoria's Secret. The shy guys were my favorites. I could get them to buy anything! We had one guy come in and ask for a flannel nightgown (size XL) and a very sexy nightgown (XS). Well, he must have mixed up the packages because we had a VERY angry petite lady come in a few days later asking why in the hell we would sell her man such an ugly flannel nightgown. Several days later, a larger woman came in to exchange the sexy nightgown because it was "too small, but isn't my husband sweet for thinking I was an XS?" That poor woman.
We also had people try and return used panties ALL. THE. TIME.
I loved working holidays at Victoria's Secret. The shy guys were my favorites. I could get them to buy anything! We had one guy come in and ask for a flannel nightgown (size XL) and a very sexy nightgown (XS). Well, he must have mixed up the packages because we had a VERY angry petite lady come in a few days later asking why in the hell we would sell her man such an ugly flannel nightgown. Several days later, a larger woman came in to exchange the sexy nightgown because it was "too small, but isn't my husband sweet for thinking I was an XS?" That poor woman.
We also had people try and return used panties ALL. THE. TIME.
I had something similar happen to me once too!! The guy came in and bought ONE pair of panties in XL and one in XS and paid for them with 2 different credit cards. ^o)
And omg, the used panties people. I do not miss working at VS whatsoever.
I worked at Eddie Bauer when they had the same kind of policy. We had someone bring in a sleeping bag from the 1960's, and they 'just weren't satisfied' with it. They actually got a $10 store credit (and used it to buy the most godawfulfugly plaid shirt). No wonder they've ended the 'satisfaction guaranteed, anytime' policy for returns.
As our guarantee states "Every item we sell will give you complete satisfaction or you may return it for a full refund"
They still have it. Just worded differently. In fact, the associates at the store where I shop tell us about it constantly.
That's really frustrating. Your store is being more than generous by offering store credit with no receipt or tags. I worked the returns desk at Canadian Tire for two years and I had to deal with similar complaints all the time.
Did you like working for them? I hate that place with a passion, they never ever have anything in stock.
That's really frustrating. Your store is being more than generous by offering store credit with no receipt or tags. I worked the returns desk at Canadian Tire for two years and I had to deal with similar complaints all the time.
Did you like working for them? I hate that place with a passion, they never ever have anything in stock.
The job was fine for two years while in university. In the evenings, the customer service desk was quiet so I usually brought textbooks with me. Us cashiers trained on returns tended to rank "higher" than the regular cashiers, so I could get away with stuff like that. The customers could be annoying but, in most jobs like that, the enjoyment comes from the people you work with.
I never shop there. The combination of stuff they sell is annoying (don't have full breadth of any one category of product)
1. You must not have heard my (friends) returned yoga pants with jizzum dripping down the crotch story.
2. I worked at Best Buy in college. If you paid by card we could use the card to look up/print a new receipt. If you paid by check your drivers licence number could pull up the receipt, as no checks are accepted without that.
1. You must not have heard my (friends) returned yoga pants with jizzum dripping down the crotch story.
2. I worked at Best Buy in college. If you paid by card we could use the card to look up/print a new receipt. If you paid by check your drivers licence number could pull up the receipt, as no checks are accepted without that.
Nonononononono. No.
How are things my dear? Flying home for Christmas or enjoying your summer?
1. You must not have heard my (friends) returned yoga pants with jizzum dripping down the crotch story.
2. I worked at Best Buy in college. If you paid by card we could use the card to look up/print a new receipt. If you paid by check your drivers licence number could pull up the receipt, as no checks are accepted without that.
Nonononononono. No.
How are things my dear? Flying home for Christmas or enjoying your summer?
Boiling my arse off is what I am! It's all good though. Not as bad as you'd expect.
SO's parents are coming for Xmas so that's our big plans! Not planning engagements 'n shit like your fancy self!
Oh man, I have SO many good customer stories from when I was a waitress. Heck, even some now as a realtor. LOL.
But my all time favourite customer story is when I was a server in a diner. Think 3.99 breakfast. A man in his 40's wanted me to CUT UP HIS TOAST IN PIECES FOR HIM. There was absolutely nothing wrong with him, fwiw (like if he had limited mobility i would totally do it). He was known for strange requests but this one took the cake. I said I'm sorry but I can't cut up your toast, I'm sure your wife would be happy to do it (she was with him) and he lost his shit and started screaming "this is the worst customer service ever!! no tip for you!!"
THat was one of the last times we actually allowed him in the diner.
Oh man, I have SO many good customer stories from when I was a waitress. Heck, even some now as a realtor. LOL.
But my all time favourite customer story is when I was a server in a diner. Think 3.99 breakfast. A man in his 40's wanted me to CUT UP HIS TOAST IN PIECES FOR HIM. There was absolutely nothing wrong with him, fwiw (like if he had limited mobility i would totally do it). He was known for strange requests but this one took the cake. I said I'm sorry but I can't cut up your toast, I'm sure your wife would be happy to do it (she was with him) and he lost his shit and started screaming "this is the worst customer service ever!! no tip for you!!"
THat was one of the last times we actually allowed him in the diner.
If he was a really good tipper I would have cut his toast and fed it to him complete with 'airplane' sounds.
I worked at Eddie Bauer when they had the same kind of policy. We had someone bring in a sleeping bag from the 1960's, and they 'just weren't satisfied' with it. They actually got a $10 store credit (and used it to buy the most godawfulfugly plaid shirt). No wonder they've ended the 'satisfaction guaranteed, anytime' policy for returns.
As our guarantee states "Every item we sell will give you complete satisfaction or you may return it for a full refund"
They still have it. Just worded differently. In fact, the associates at the store where I shop tell us about it constantly.
Oh, ok--I thought they had gotten stricter about receipts or something...at the very least their clothes are not as good of quality as when I was there (but still priced the same).