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

[BlamoHammer]

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

Like I said I know where you're coming from. Just I've learned that if someone has a good experience at your store they'll maybe tell a couple people. If they have a bad one they'll tell everyone so you may lose more businesss than just that particular family's.

 

[Orsorum]

Originally posted by: PCH0

Like I said I know where you're coming from. Just I've learned that if someone has a good experience at your store they'll maybe tell a couple people. If they have a bad one they'll tell everyone so you may lose more businesss than just that particular family's.

In this case, however, he did absolutely nothing unkind or unprofessional towards the family. He upheld the store policies and correctly refused a return on a damaged product.

Earning a customer's respect is different than bending over backwards and taking it up the a$$ for a jerk.

 

[Rent]

Originally posted by: PCH0

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

Like I said I know where you're coming from. Just I've learned that if someone has a good experience at your store they'll maybe tell a couple people. If they have a bad one they'll tell everyone so you may lose more businesss than just that particular family's.

I see where you're coming from. When I worked for CompUSA customer service, we had a guy that refused to pay for repair on his printer... so we didn't give it to him. He actually made a sign and protested outside the store - the sign said "CompUSA is holding my printer hostage!"

But I definately know what your saying. I'm just not afraid if this baby throws a fit.

 

[BlamoHammer]

Originally posted by: Zakath15

Originally posted by: PCH0

Like I said I know where you're coming from. Just I've learned that if someone has a good experience at your store they'll maybe tell a couple people. If they have a bad one they'll tell everyone so you may lose more businesss than just that particular family's.

In this case, however, he did absolutely nothing unkind or unprofessional towards the family. He upheld the store policies and correctly refused a return on a damaged product.

Earning a customer's respect is different than bending over backwards and taking it up the a$$ for a jerk.

Definitely a moral victory and what makes you feel better at the end of the day. Businesses are about numbers though and if you look at it from a fiscal viewpoint it may have been easier to just take the return and ensure repeat business from that customer and others they may tell their positive experience about.

(Dont mind me, just finished a regional conference call an hour ago so I'm very much still in the revenue, revenue, revenue state of mind)

 

[broon]

Originally posted by: PCH0

Like I said I know where you're coming from. Just I've learned that if someone has a good experience at your store they'll maybe tell a couple people. If they have a bad one they'll tell everyone so you may lose more businesss than just that particular family's.

I think this is completely true in this day and age. Yes the upset customer might go and tell everyone they know. But nowdays, people will shop where they can get the best deal. I hate BestBuy and have heard all the horror stories. But if I need something and they have the best price, I'd probably buy it there.

 

[BlamoHammer]

Originally posted by: broon

Originally posted by: PCH0

Like I said I know where you're coming from. Just I've learned that if someone has a good experience at your store they'll maybe tell a couple people. If they have a bad one they'll tell everyone so you may lose more businesss than just that particular family's.

I think this is completely true in this day and age. Yes the upset customer might go and tell everyone they know. But nowdays, people will shop where they can get the best deal. I hate BestBuy and have heard all the horror stories. But if I need something and they have the best price, I'd probably buy it there.

Convenience is a premium today. I've seen people who have been in my stores who are complaining incessantly about the customer service (some were justified, some were not). From listening to these people you would think that they would like nothing more than to bring the building down to the ground. 99 times out of 100 though they will sit through what they consider to be inferior service to either save $50 on their purchase or save a trip across town to get the same thing somewhere else.

In a perfect world we'd be able to provide perfect customer service to everyone but there will always be those who think that nothign you can do is good enough. Ahh the beauty of retail....

 

[MrDudeMan]

Originally posted by: PCH0

Originally posted by: Zakath15

Originally posted by: PCH0

Like I said I know where you're coming from. Just I've learned that if someone has a good experience at your store they'll maybe tell a couple people. If they have a bad one they'll tell everyone so you may lose more businesss than just that particular family's.

In this case, however, he did absolutely nothing unkind or unprofessional towards the family. He upheld the store policies and correctly refused a return on a damaged product.

Earning a customer's respect is different than bending over backwards and taking it up the a$$ for a jerk.

Definitely a moral victory and what makes you feel better at the end of the day. Businesses are about numbers though and if you look at it from a fiscal viewpoint it may have been easier to just take the return and ensure repeat business from that customer and others they may tell their positive experience about.

(Dont mind me, just finished a regional conference call an hour ago so I'm very much still in the revenue, revenue, revenue state of mind)

lol you guys crack me up. you make me want to work customer service so i can catch some of the fun

 

[amdskip]

Thats the problem with walmart, they intentionally wrote no formal return policy, we take anything back it seems.

 

[hamburglar]

Originally posted by: MrDudeMan

Originally posted by: PCH0

Originally posted by: Zakath15

Originally posted by: PCH0 Like I said I know where you're coming from. Just I've learned that if someone has a good experience at your store they'll maybe tell a couple people. If they have a bad one they'll tell everyone so you may lose more businesss than just that particular family's.

In this case, however, he did absolutely nothing unkind or unprofessional towards the family. He upheld the store policies and correctly refused a return on a damaged product. Earning a customer's respect is different than bending over backwards and taking it up the a$$ for a jerk.

Definitely a moral victory and what makes you feel better at the end of the day. Businesses are about numbers though and if you look at it from a fiscal viewpoint it may have been easier to just take the return and ensure repeat business from that customer and others they may tell their positive experience about. (Dont mind me, just finished a regional conference call an hour ago so I'm very much still in the revenue, revenue, revenue state of mind)

lol you guys crack me up. you make me want to work customer service so i can catch some of the fun

haha me 2

 

[TrueBlueLS]

My store gets the crap beat out of them on returns. I'm a supervisor that deals with customers on a day to day basis in regards to returns. When the customer doesn't like what we have to tell them, they go to the store director. Seeing that our store director has been with the company for I think it's 40 years, he has the old way of dealing with customers. The old way for him is to bend over backwards, jump through a loop, and then take it up the rear. I hate it when I get trashed by his decision being different.

 

[broon]

I had an experience similar to this. I worked at a bicycle shop and it was five minutes before closing on the last day of our going out of business sale. Doors were shutting for good. Most of the inventory was gone, most of the tools in the repair shop were gone. This lady comes in with her bike.

Lady ? I bought this bike about a month ago and it already has a flat. (Flats were never covered under warranty)
Me ? I?m sorry but tubes are not covered under warranty and in five minutes we are closing the doors and going out of business.
Lady ? But it?s bad business not to fix it.
Me ? Ma?am, we don?t have the tools anymore to repair bikes because we?re going out of business in five minutes and we?ve sold all the tools.
Lady ? But it?s just bad business. I want my tire fixed and the customer is always right.

This exchange continued about three more times and then I looked on the wall where there were several used tubes hanging.

Me ? All I can do is give you one of these and you can change it yourself.

She took the tube and walked out the door still talking about bad business.

 

[freebee]

On the corporate level, the customer is always right. And its really isn't until I've worked in store management until I've begun to realize that. Because right or wrong, even if that customer is a scam artist/thief....pissing them off may hurt business more than if you just let them get away with some. Especially all you retail workers out there, where on a whole, external shrink accounts for a minimal amount of loss. Its internal shrink where the real damage takes place.

 

[Chaotic42]

My god, I've had thousands of these types of conversations at McDonalds. I'm not patient with people, yet I always got stuck in drive through...

Me: Hi, may I take your order
Lady: Hello?
Me: May I take your order
*silence*
Me: May I...
Lady: Hello, what comes on the Mc Big and Tasty?
Me: The Big and Tasty has mayonaise, ketchup, onions, pickles, lettuce, and tomato
Lady: It doesn't come with meat?
Me: *stunned*
Lady: I'm not a g-d vegetarian
Me: Ma'am
Lady: Why doesn't it come with meat?
Me: Ma'am
Lady: It needs meat

By this point she sounded like she was barking, but it was a high-pitched fat old lady voice. You know what I'm talking about.

Me: Ma'am, it comes with meat, a wrapper, napkins, and we'll even put it in a bag so you don't spill it all over yourself.

Ah, good times..... I'm so glad I don't work with people like that anymore. People can be rational and intelligent, but once they get into customer mode, they turn into rabid idiots.

 

[ROTC1983]

I work down at sam's Club 6410 over in Hawaii and I get people like that all the time. I work over in the electronics department and some crazy exuses pop up. Sometimes even people try to return totally damaged software and hardware that they seemed to have put through the grinder and telling them the policy usually disgruntles them. Usually if the customer is polite and listens to what I have to say I try my best to help out that customer. If the customer starts off on bad terms though, he will have to wait a little longer or I usually get management. Sometimes it seems as if we are psychiatrists when we work. People get pissed, walk into the store, let it all out, and then leave, seemingly happier. It seems as anyone who has to work with people has to put up with a lot of mental stress........we all should get raises

 

[gopunk]

Originally posted by: PCH0

Originally posted by: Zakath15

Originally posted by: PCH0

Like I said I know where you're coming from. Just I've learned that if someone has a good experience at your store they'll maybe tell a couple people. If they have a bad one they'll tell everyone so you may lose more businesss than just that particular family's.

In this case, however, he did absolutely nothing unkind or unprofessional towards the family. He upheld the store policies and correctly refused a return on a damaged product.

Earning a customer's respect is different than bending over backwards and taking it up the a$$ for a jerk.

Definitely a moral victory and what makes you feel better at the end of the day. Businesses are about numbers though and if you look at it from a fiscal viewpoint it may have been easier to just take the return and ensure repeat business from that customer and others they may tell their positive experience about.

(Dont mind me, just finished a regional conference call an hour ago so I'm very much still in the revenue, revenue, revenue state of mind)

except in the long run you'll lose because people will know that your store is the easiest to scam.

i hate it when my boss is nice and accomodates the customer's unreasonable requests. ugh, you can't let them win!

 

[gopunk]

Ah, good times..... I'm so glad I don't work with people like that anymore. People can be rational and intelligent, but once they get into customer mode, they turn into rabid idiots.

no, people are just idiots... i really believe this. it's shocking.

 

[Orsorum]

Originally posted by: gopunk
Ah, good times..... I'm so glad I don't work with people like that anymore. People can be rational and intelligent, but once they get into customer mode, they turn into rabid idiots.

no, people are just idiots... i really believe this. it's shocking.

If you were a woman, I still wouldn't kiss you... but I'd befriend you.

I agree with you... very easy to become cynical (or, in my case, more cynical) working in customer service.

 

[DogFromDuckhunt]

Originally posted by: Radeon

Originally posted by: aves2k
I hate people.

I hate ignorant people.

Why discriminate? I just hate 'em all.

Oh, and I deal with people like that on a regular basis. My own fault for working in the Electronics dept at Target I guess. But that doesn't mean I don't hate them any less. I hate what society has become, and I hate 90% of the people I help. I can not stand for idiocy any more, I think I'm to the point where I could snap at any given person at any given time. Society as a whole is nothing more than a bunch of stupid, bumbling blithering idiots. I think it should be required for every single person to work 6 months in retail just so they know what it's like. It would make the world a much better place.

 

[yakko]

I wish I could have been there. I have been known to call customers assholes for stuff like that because I know the emplyees can't. I used to work in a Taco Bell that was inside a Wal-mart so I know what you go through.

 

[Dragnov]

I hate people like that. LIke fi the return policy is 30 days, but they bring it back 32 days and ask for a refund. WTF?! Can you not read, itson the the walls, its on the reciept, and the checkout person told you. NO, we can't make exceptions even if it is just two days. Furthermore, if you wanted any chance at all with that in the first place don't be an @ss about it but be polite and you might have a slim chance.

 

[HiTek21]

I hate people who raise a fuss over their own stupidity. If you lost the receipt you're outta luck unless the company does not require a receipt to return an item. Next time they come back yelling and screaming tell them to have a nice day when they leave empty handed =P

 

[Chaotic42]

Originally posted by: HiTek21
I hate people who raise a fuss over their own stupidity. If you lost the receipt you're outta luck unless the company does not require a receipt to return an item. Next time they come back yelling and screaming tell them to have a nice day when they leave empty handed =P

That really gets them. When customers are angry, they want you to get mad back. If you just smile and be obnoxiously nice the whole time, it really burns them up.

It's great, better than any TV show...

 

[Orsorum]

Originally posted by: Chaotic42

Originally posted by: HiTek21
I hate people who raise a fuss over their own stupidity. If you lost the receipt you're outta luck unless the company does not require a receipt to return an item. Next time they come back yelling and screaming tell them to have a nice day when they leave empty handed =P

That really gets them. When customers are angry, they want you to get mad back. If you just smile and be obnoxiously nice the whole time, it really burns them up.

It's great, better than any TV show...

Haha, so, so true.

 

[Furor]

whoa, what's a rant?

 

[C'DaleRider]

....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.

Upon seeing the case in that condition, and the Dad saying this:

"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!!!"

Ask why did he buy it in the first place if it was obviously damaged to begin with............