I am always amazed at how people act when they return items to a store.

[dashofsunshine]

Lol this is an AMAZING thread. I worked retail for 10+ years, so I know the drill...the other day I was in line at Ulta. It was 30 minutes before close, 8:30 at night. Girl in front of me was getting really mad because she was trying to return an item she had bought on sale 3 months ago. Past the one month return policy, and had been opened. The cashier kept trying to explain that the item was no longer on sale and that she couldn't give the customer her money back because the computer physically wouldn't let her. Not only that, the sale was over and the computer had reverted back to the original, full price of the item; customer was like "well can't you just give me that amount, then?" Cashier explained to her 3 times that they can never give out more money than was paid. Manager stepped in and tried to help, this customer still wasn't getting it. She was yelling at this point. I was about 10 seconds from stepping in and trying to help when she stormed out. People are UNREAL. Lol

 

[dashofsunshine]

Also had a woman try to return a shirt to me one time that had blood all over it. Her exact words were, "it was that way when I bought it."

 

[Planogirl]

Which stores have so-called horrible return policies? I think that I might actually prefer them.

 

[jaiminee krikit]

Many years ago I worked at Wal-Mart. Luckily not at the service desk, but the things I witnessed! One of my favorites...

A woman came in wanting to return a pair of pantyhose. The employee took the package and the receipt from her and said "I'm sorry ma'am, but this package contained 2 pairs of pantyhose, and there's only one in here." The customer informs her that she's wearing the other pair. The employee tells her that she can't give her a refund if she's only returning one pair. The customer then takes off the other pair of pantyhose and sets them on the counter. Yeah, she got a refund. Ick.

 

[kerryamayo]

Yep.

The OP asked about return situations where perhaps one didn't act so nice, so I answered.

At least the OP promised there would be no judgments from her.

Well, I'm not the OP….and I'm judging the heck out of that dishonest, shady behavior.

 

[maxiesmom]

Well, I'm not the OP….and I'm judging the heck out of that dishonest, shady behavior.

And yet some wonder why stores are getting more and more tough with their return policies. Gee, I can't imagine why.

 

[anelson81993]

I've worked in a grocery store for almost eight years now...first through high school, and now through college. Right now, I'm working in our Wine and Spirits department, and I have been for a few years now. We allow absolutely no returns on any alcohol product with the sole exception of bad product (outdated or otherwise unsellable/unconsumable). Most of the time, people are pretty nice about it; we're very up front about the policy when asked, and while we occasionally have to remind some of the staff in the main grocery store (people not trained in our department and who we have no oversight on), we pretty much stick to it. Usually, people are pretty nice about it when I have to turn down a return, but every once in a while I'll get someone who is absolutely nasty about not being able to return an alcohol purchase. Most of the time, it's someone who bought too much for a party, or was given a gift they didn't like, or bought one item and later decided they wanted something else. I've gotten several lectures on customer service and the value of always doing what the customer wants (which I do appreciate, given my nearly 8 years in grocery, and I am always nice about returns even though I can't actually give the customer what they want). I had one customer today threaten to talk to our corporate office about the policy and about me and the customer service he felt I lacked because I stuck to the rules I was given, which I expect he will do; however, that won't change our policy, and while my manager might talk to me about it later, I know I was polite to the customer while being in compliance with our policy, and I had another clerk there who can back up everything that was said at the time. I've had a few customers try to take their return through the main store's customer service desk, and typically those get refused as well, or sent back to us so that I can refuse them again. I always feel bad, but that doesn't change the rules, and while it might make some of our customers feel better to yell at me about my terrible customer service for following the rules (always politely), it really accomplishes nothing except make my day that much more difficult. It's still a great job, though, and my repeat customers more than make up for the ones who get upset over the rules I don't set.

 

[bsblady01]

I worked at toy's r us in high school, and at the end of the summer we would have people try and return used bikes, and other outdoor toys that they did not have room to store for the winter. I remember a man trying to return a swingset because he did not want to leave it up for the winter we did not take it back

 

[cluvsdisney]

The only time I was taken aback when making a return was when I returned a pack of Avery mailing labels to Office Max/Depot - one of those places. It was unopened and I had the receipt. They had a 30 day return period which I didn't check (my fault) and I was at the 6 week mark so they wouldn't take them back nor would they even do a store credit. I thought that was so strange for a basic non-seasonal office supply. I wasn't rude but I was really really shocked by that. I probably still have them unused. ha!

 

[alievans719]

I worked briefly at the service desk at Walmart many, many, many years ago. I got sick of it pretty quickly and left for a job in education. I definitely think you see the worst in people. It seemed as if most people already had an attitude and ready to fight before you even have a chance to help them.

It did not take me long to figure out that it was all kind of silly. It was just a dance that had to be done.

Customer brings in something obviously that should not be returned
Employee: No can't return this

Customer: Let me speak to somebody else
Employee calls CSM
CSM: Sure I will help you -OR- No we can't accept this
Customer: (if the answer is no) Let me speak to a manager.
Manager: YES and apologizes for how difficult we have been.

If you take back something that you should not take back you get in trouble. (well scolded by a higher up).

I was a CSM there and I hated when this would happen. I always tried to side with my service desk employees unless it was something where they didn't know something, whatever. But then I'd get a manager and they'd be like, "Sure! Customer is always right." They really always made you look stupid, and the customer would be so smug then. I only had one or two managers who would grab me beforehand and ask how I would like it handled.

 

[Trinity88]

I used to work in women's clothing and had multiple instances where someone tried to return an entire stack of the same shirt, just in different sizes. The same stack that was now missing from the front table... Yes, let me start a refund while I secretly alert security.

 

[SoccerDogWithEars]

I was a CSM there and I hated when this would happen. I always tried to side with my service desk employees unless it was something where they didn't know something, whatever. But then I'd get a manager and they'd be like, "Sure! Customer is always right." They really always made you look stupid, and the customer would be so smug then. I only had one or two managers who would grab me beforehand and ask how I would like it handled.

I was lucky enough that my first job was at a Dunkin Donuts, and the manager was my dad. So one day a customer got snarky with me because I was charging him what he was SUPPOSED to be charged (he added two shots of espresso to his coffee, and I guess previously was only ever charged for one), and asked to speak to my manager. So I turned from the window and went "DAD!" Not my finest moment, and Dad did tell me not to do that, but I got satisfaction out of the customer's face.

 

[Jedana]

I worked at Kmart about 15 years ago (oiy), and ran the CS desk. Had a couple come in at 8pm-ish to return a VCR (told you it was forever ago). I couldn't find the VCR in the system, told them to hang on and rang the manager on duty (who just happened to be the electronics manager that night). The whole time, the female was muttering comments about how slow I was, how horrible a cashier I was, etc.

The MOD said we never carried that type of VCR (after searching the system for 15 minutes)---it was a brand specifically sold at Walmart. No, we can't refund their money on the beat to heck, junk VCR. BTW, Walmart---right down the road, less than 5 minutes drive. The woman screamed and hollered for 10 minutes---making threats that she was going to come across the counter after me, and other grown up words. I finally got the MOD to come up to the desk to deal with them. He comes up, says "I can refund you for $20" and they agreed. Really? After making me tell them no for almost an hour, you're giving in? The woman looked at me and said "you are a f-d up cashier. you need the s-t kicked out of you." And the manager still kept processing the return.

So I told him I needed to take a few minutes, walked to the back, picked up my bag and jacket and clocked out. Called my husband, and told him to come pick me up, then stopped at sporting goods and grabbed a wood baseball bat, walked back up front. Dropped my smock on the counter, told the MOD that I quit. Told the woman I'd be outside, waiting on her, and walked out the door. The woman did not come out, although a state patrol car pulled up about 10 minutes later. Turns out it was my friend's fiancee, and he asked if I was threatening someone. Told him nope, I was the one being threatened, and I felt the need to have something to defend myself with until DH pulled up. About that time, DH pulled up, the officer said I could go and he'd go handle the mess inside.

Two days later, I went in and picked up my paycheck, and told them to charge me for the bat. Haven't stepped one foot in a Kmart since.

 

[Arielle22]

I worked at a now closed store in the late 90s. There were a pair of sisters who would take up cashiers' time chatting and deciding what to buy. Then they would return the items in a couple of days. It was an endless circle for them. They were also incredibly rude to the managers (such as me) who politly informed them that they couldn't monopolize a cashier.

After I left the women ended up banned from the store due to their constant returns. They went to the media and got about 5 minutes of fame. Once employees spread stories of their behavior, any sympathy for them disappeared.

As an example, one sister told me my mom was dying of breast cancer because I was a bad daughter. I just looked at her and walked away. I called my manager and said I was leaving the floor because otherwise I would be behaving unprofessionally.

Several family members are in retail so I always try to be polite to employees.

 

[sunnyday123]

Well, I'm not the OP….and I'm judging the heck out of that dishonest, shady behavior.

And yet some wonder why stores are getting more and more tough with their return policies. Gee, I can't imagine why.

Glad it's not just me who thought this was way wrong.

 

[alievans719]

I worked at Kmart about 15 years ago (oiy), and ran the CS desk. Had a couple come in at 8pm-ish to return a VCR (told you it was forever ago). I couldn't find the VCR in the system, told them to hang on and rang the manager on duty (who just happened to be the electronics manager that night). The whole time, the female was muttering comments about how slow I was, how horrible a cashier I was, etc.

The MOD said we never carried that type of VCR (after searching the system for 15 minutes)---it was a brand specifically sold at Walmart. No, we can't refund their money on the beat to heck, junk VCR. BTW, Walmart---right down the road, less than 5 minutes drive. The woman screamed and hollered for 10 minutes---making threats that she was going to come across the counter after me, and other grown up words. I finally got the MOD to come up to the desk to deal with them. He comes up, says "I can refund you for $20" and they agreed. Really? After making me tell them no for almost an hour, you're giving in? The woman looked at me and said "you are a f-d up cashier. you need the s-t kicked out of you." And the manager still kept processing the return.

So I told him I needed to take a few minutes, walked to the back, picked up my bag and jacket and clocked out. Called my husband, and told him to come pick me up, then stopped at sporting goods and grabbed a wood baseball bat, walked back up front. Dropped my smock on the counter, told the MOD that I quit. Told the woman I'd be outside, waiting on her, and walked out the door. The woman did not come out, although a state patrol car pulled up about 10 minutes later. Turns out it was my friend's fiancee, and he asked if I was threatening someone. Told him nope, I was the one being threatened, and I felt the need to have something to defend myself with until DH pulled up. About that time, DH pulled up, the officer said I could go and he'd go handle the mess inside.

Two days later, I went in and picked up my paycheck, and told them to charge me for the bat. Haven't stepped one foot in a Kmart since.

I have to say, I love that reaction. Amazing. If only I ever could've done that! It's not fair that you were treated that way, but I respect the way you finished it.