"A receipt is required for all returns" - rant inside ;p - UPDATED :)

[Rent]

"A receipt is required for all returns
Returns must be made within 7 days
Game systems replaced with same item"

Is it that hard to understand? I tell you when you buy a game from me that you can bring back any game to me as long as it is defective. Must I explain the details that deal with things like proof that you bought the item here? Or how about the fact that people scam game stores all the time?

Me : Hi guys, what can I help you with?[/b]
young child brings a copy of Kingdom Hearts to counter and stares at me
...
Dad approaches counter
Me : What can I do for you today sir?
Father : Yes, I would like to return this game.
Me : Alright. starts looking at obviously beaten case; game is scratched heavily; instruction booklet torn up
Me : Ok, do you have your receipt?
Silence
Me : Sir, do you have your receipt?
Father : No, look it up in your system. I bought it with my credit card.
Me : I cannot do that sir. A receipt is required for all returns and exchanges.
Father : ..... (tone changes)
Father : Well why not? I know you can look it up!
Me : No, I can't do that sir. If you have the receipt, I can exchange out a copy of the game.

5 minutes later

Angry Father : My son bought this 3 days ago and It was like this when he bought it!
Me : This game is scratched, the case is obviously...
Kid : It was like that when I got it!!!
Angry Father : Exchange the game now or I'll...
Angry Father : I'll...
Me : Contest the charge on your card?
Angry Father : Yes! Thats exactly what I'll do!! You can do this the easy way and just give me a copy now and we won't have to do this!
Me : I need a receipt before I can do anything of that nature.
Angry Father : Then look it up in your system!
Me : I told you, I can't do that. I'm sorry, but you'll have to contest the charge. I cannot return or exchange anything without any sort of proof that you got it from here.
Angry Father : I want to talk to your superior NOW!!
Me : He is off for the night.
Angry Father : When does he come in??!? I want to talk to him!!
Me : He'll be here tomorrow at XX:XX
Angry Father : Write that down and give me a card.
Gets business card, writes down Store Managers name as well as mine
Me : Here you go.
Angry Father : I'll be back tomorrow!
Angry father storms out of the store.

Me : Man, what a dickhead...
Co-worker: Yeah man, what was up with him?

Angry mother, father, and child storm into the store
Angry Mother : I want you go give me a working copy of this game NOW!
Me : I'm sorry ma'am, but
Angry Mother : NO! Give me a working copy of this game now! Thats all there is to it!
Me : I'm sorry, but without a receipt I cannot do any sort of exchange or return and...
Angry Mother : That doesn't matter! I want a NEW COPY of this game NOW and I don't want to hear another word!
Me : I can't do that. Our return policy is quite clear... picks up small plaque on counter with policy on it
Angry Father : I can go to Circuit City and they have everything in their computer! Look it up in your system NOW!
Me : I told you...
Angry Mother : You HAVE to track everything! When I do my taxes...
Me : ... I cannot look up transactions for previous days...
Angry Mother : That DOESN'T MATTER! Who is your superior? I want to talk to them NOW!
Me : I am the assistant manager. The store manager will be here tomorrow at XX:XX
Angry Mother : HA! You can't be a manager, you're like 12 years old!
Me : (muffeled laugh) You'll have to wait until the store manager comes in tomorrow then.

another 10 minutes wasted in arguing
Angry Mother : We'll be back tomorrow to get this sorted out!!
Angry Father : (looks at business card)We'll be here at XX:XX!

Angry Family starts to storm out of the store
Angry mother : (looking back and pointing at me) And it better be true that you can't look it up!
Me and Co-worker : confused look to eachother, then wave to angry family
Me : Wow, must run in the family.
Customer : Man, you shouldn't have to put up with that sh!t! I would have called security on them.
Me : Thats ok, they'll be back tomorrow.
Customers checking out : (subdued laughs) What a b!tch!
Me : (to customers checking out) Be sure you hold on to receipt.
Customers checking out : laughs

Haven't had an irate customer in months. Hope they find another store to scam a copy of Kingdom Hearts from.

UPDATE ON LAST PAGE

 

[Aves]

I hate people.

 

[Rent]

Originally posted by: aves2k
I hate people.

I hate ignorant people.

 

[Angrymarshmello]

Hope my dad didn't give ya too much trouble James

J/K. $hit I was just at Collin Creek earlier today, totally forgot you worked there at the time.

 

[Rent]

Originally posted by: RagingBITCH
Hope my dad didn't give ya too much trouble James

J/K. $hit I was just at Collin Creek earlier today, totally forgot you worked there at the time.

Heh, we had a TON of foot traffic tonight :Q I just hate it when idiots types like this guy think they can walk in and demand anything they want I've worked several customer service jobs before and I am NOT to be fvcked with This is my home turf

The best part is, I called my manager right after and he had a good laugh about it. I hope (if they even come back) that they get equally pissed when they come back tomorrow

 

[T2T III]

Haven't had an irate customer in months. Hope they find another store to scam a copy of Kingdom Hearts from.

Maybe the losers will just save the item until the Holiday season and return it when receipts are rarely required. I will agree though that "the customer is always right" - however, they can really abuse the situation if they want to. This is very unfortunate. I've been behind lots of people in lines at stores when they made an @ss of themselves. The customer thought they were looking and talking good - in reality, they sounded like dirtbags. When this happens, I usually try to say something positive to the customer support person because they are bummed at the moment - and need to be cheered up a little.

 

[Rent]

Originally posted by: wje

Haven't had an irate customer in months. Hope they find another store to scam a copy of Kingdom Hearts from.

Maybe the losers will just save the item until the Holiday season and return it when receipts are rarely required. I will agree though that "the customer is always right" - however, they can really abuse the situation if they want to. This is very unfortunate. I've been behind lots of people in lines at stores when they made an @ss of themselves. The customer though they were looking and talking good - in reality, they sounded like dirtbags. When this happens, I usually try to say something positive to the customer support person because they are bummed at the moment - and need to be cheered up a little.

I enjoy customers like you. Even during and after holiday season, I won't make any exception on receipts unless told otherwise. I have to set precedent for my staff and I won't have them giving customers live stock of games.

 

[MacBaine]

Angry Father : My son bought this 3 days ago and It was like this when he bought it!

The dad should be yelling at the kid then.

 

[Dedpuhl]

i worked in the courtesy booth of Kroger for 5 years, and I was a cashier there for 3 years. I dealt with nimrods like this daily. I truly feel your pain.

I am sooooooooooo happy to have finally graduated and work outside of customer service (engineering)...

 

[poopaskoopa]

I thought you handled it great! I worked at a video game store when I was in high school, so I know the type of people you're talking about. I still remember the day a father stormed into the store to demand a refund for the game his son had gotten bored playing(that's my assumption.... It had been several days since the transaction, and I know of no kid who'd leave alone a newly-purchased game that long):

Father: You're going to give me a refund for this game, or I'll call the police right now!

I was stunned. I had never heard anything like it. So I asked:

Me: And what would you have them do?

He then proceeded to mumble something about having them force me to give a refund and started to stare at me really hard. Anyway, I always tried to be accomodating(the policy was "no refund", but we were too nice), so I called my boss, and asked what I should do. He gave me the go ahead to give him a full refund. I know that it's highly unlikely anyways, but I hope I'll never have to work for a business where I have to tell the customers that I can't give them a full refund.

 

[deftron]

I have to deal with stupid people like that every day.

I work in a hotel.

Last night.. lady calls the front desk and complains that there's fresh blood on her sheets and demands a free room.. she's been in the room for three days.

Tonight. A lady wants to leave 8 hours after checking in and not have to pay because her kid has kidney stones.

A while ago someone calls the guest services hotline and complains that they dont like our parking lot layout and want a refund.

Every night I get serveral calls from people that cant figure out how to close the blinds. (There's not even a pulley, you just pull them together.)

Some lady complained this morning that her toilet didn't flush last night, and wanted the room for free. Yet she didn't call the front desk at all last night
to ask for it to be fixed. During her complaint episode at checkout, the maintenence guy goes and checks it out. Comes back and says the toilet is fine. The lady starts
freaking out calling him a liar and racial slurs.. I offer her 15% off the charges to shut her up .. She says she better get it for free or she's gonna call the corporate offices
and have my job.. Well, I then decided to give her no discount.. She left saying she'll dispute the charges and how our business sucks..blah,blah,blah


I have hundreds of others...

 

[BlamoHammer]

My only question would be if it was worth to lose the loyalty of a customer? If they wanted to exchange the game for another title then I can imagine but all they wanted to do was get another copy of the game. Very true that their attitude and handling of the situation was piss poor but it might not have needed to go taht far in the first place.

Where do you work?

 

[zsouthboy]

Yes. People suck. Ignorant people suck.

Oh, yeah, btw : "stab them!"

 

[notfred]

I'll assume you've already seen this site. <- funny

 

[hamburglar]

harsh people. How do people scam stores with software? Thought u guys are just getting the same thing back? Im lost

 

[Mo0o]

could u not "look it up" becuase you weren't allowed to or just becuase it wasn't in any database for u to look up? and do u guys reshelf exchanged items?

 

[TCPpacket]

lol, i used to have customers like that once in a while when i worked at funcoland during high school. its so fun listening to parents yell at me for not taking back a game.

 

[xXgambitXx]

Originally posted by: hamburglar
harsh people. How do people scam stores with software? Thought u guys are just getting the same thing back? Im lost

people scam software by stealing from store A and returning to store B. profit for thief = 100%. i'm all for stricter returning policies, god damn thiefs, i work at an office supply store and i get this crap from people all the time.

 

[Rent]

PCH0 - If I exchange a copy of any game like that, I lose one from my inventory. I have to ship it back to the warehouse for them to refurbish it and then send it out as a USED game. Profit = -% . -% = bad. You can piss and scream that you've bought $10000 from my company and I won't care because most people that I sell games to are one stop shoppers. Its a common excuse. And besides, if they've bought so much, they would have known our retrun poilcy well before they tried to return a game like this.

zsouthboy - I only wish it were part of our intesive customer care training

notfred - Oh yes, the Gord is one of my inspirations. Hero!

hamburglar - There are various types of scam artists... there are those that return stolen products as new, those that copy new products and return them, ect... - we have people trying to trade in games that came out on the previous day still shrink wrapped. What do you think I'm going to do with that?

MoOo - There is a database with all transactions for me to access. However, we do not store credit information or personal information. We charge your card, then get rid of the information. I could have had 10 copies of Kingdom Hearts bought with a credit card. In fact I did, because I did check. Its not my job to keep tabs on your receipt. Once you purchase a game, it is YOUR property and not mine to watch over.

Besides, I can deal with systems like this because I can track them with a serial. I can't do that with games. They don't have distinctive UPCs. I would have no problem with that if I could track every copy of each game I sold.

 

[MrDudeMan]

you better tell us what happens tomorrow, haha

i am curious to know what happens

 

[Orsorum]

I worked in a music store (intruments, sheet music, etc) for two and a half years... needless to say, I got a lot of angry parents in every now and then, especially when they'd rented instruments for two weeks, then their kids got bored.

Irate Mother: But I only rented it for two weeks.

Me: I'm sorry, ma'am, the first month's rental fee is nonrefundable.

Irate Mother: But I...

Me: I'm sorry, you can talk to my manager if you'd like.

My manager: I'm sorry, ma'am, the first month's rental fee is nonrefundable.



It was great, especially when I was the most experienced person there... you get used to being really calm, laid back, and direct.

It was even better when people'd try to rent instruments - when they do, we require some proof of credit (a credit card) and their SSN (to be used in case their acct goes bad)... I could always empathize with the SSN disputes, but the idiots who came in yelling at me because they couldn't rent an instrument because they don't have a credit card, don't believe in them, have never needed one before... honestly, you expect to walk out of here with a $1500 instrument with just your address and your word?

 

[Orsorum]

MoOo - There is a database with all transactions for me to access. However, we don't not store credit information or personal information. We charge your card, then get rid of the information. I could have had 10 copies of Kingdom Hearts bought with a credit card. In fact I did, because I did check. Its not my job to keep tabs on your receipt. Once you purchase a game, it is YOUR property and not mine to watch over.

Haha, smart man.

Ran into the same thing where I worked... except it was an even more archaic system. Quite fun.

 

[BlamoHammer]

What type of margin degredation are we talking about on the game that needs to be sent out for refurbishment?

I wasnt attacking your stance, trust me I've had my share of doozies. Just like to hear about other retail warriors stories.

 

[Rent]

Originally posted by: PCH0
What type of margin degredation are we talking about on the game that needs to be sent out for refurbishment?

I wasnt attacking your stance, trust me I've had my share of doozies. Just like to hear about other retail warriors stories.

The game looked like they took a ballpoint pen and tried to write all over it. I guess their kid is just that stupid :Q If a game is in resellable condition, I might consider taking it back, but man, the game was trashed, the manual was trashed, and the DVD case it came in was fvcked up too. The kid would have had to attached the game to his bike with a string and drug it along the ground for it to have been that badly damaged.

I have a heart, but don't even think you can demand a thing from me

 

[Orsorum]

Originally posted by: Radeon

Originally posted by: PCH0
What type of margin degredation are we talking about on the game that needs to be sent out for refurbishment?

I wasnt attacking your stance, trust me I've had my share of doozies. Just like to hear about other retail warriors stories.

The game looked like they took a ballpoint pen and tried to write all over it. I guess their kid is just that stupid :Q If a game is in resellable condition, I might consider taking it back, but man, the game was trashed, the manual was trashed, and the DVD case it came in was fvcked up too. The kid would have had to attached the game to his bike with a string and drug it along the ground for it to have been that badly damaged.

I have a heart, but don't even think you can demand a thing from me

I would have supported you on that decision. Dad sounded like a stuck up a$$hole.