Customers thinking they know shit.

[teenage_hustler]

So a customer comes to the store with a bracelet with a small split in one of the flowers. This split looked as though it would affect the links, so the product was clearly faulty.

I told the customer that's not a problem, and we could either look into exchanging it for her or getting it repaired. She said all right, but when I told her the repair

Comments

[x_wallflowerx]

I might be wrong, but I have a feeling that a customer would use their statutory rights that if an item is faulty the customer is entitled to a full refund if they have proof of purchase (receipt, bank statement etc.) Stores can then make their own returns policy and most customers usually accept this, unless they're not getting what they want! In which case, they kick up a fuss as this customer obviously did! It's no reflection on your ability, it's just you going by what you know

[teenage_hustler]

Cheers for the ramble. It was nice to read.

Yeah, it definitely is a grey area. I think I will have a read of these rights though, so I can be more assured and less wishy-washy when I'm explaining our policies. Knowledge is power etc.

[blackestfaery]

This is, in no way, a reflection on your performance, Gillian.

The customer's pitching a fit because she's not getting what she wants. You are simply following store policy. I've had similar issues when I worked the customer service desk at Walmart, and unfortunately, management bending to a noisy, underserving customer happens quite often. It's terribly frustrating when you try to enforce the policy, and all they have to do is go above you. Such is retail, I guess.

A small upside to this is that you know you're not going to be there forever *hugs*

I wouldn't worry about what your manager(s) think about this incident. If they were decent managers, they would notice the fact that you dealt with the customer professionally and attempted to help them within the limits of the store policy (which you seem to know inside and out). They couldn't ask for a better employee.

[teenage_hustler]

Thanks Char. Funnily enough, even the customer told me that this shouldn't reflect badly on me. And the managers also seem to be ok with it. I think I need to make an effort to stop bothering one of them though. Poor woman's had to take half a dozen of my calls in the past two days.

[purpleluxe]

You should post this to customerssuck :)they would love it over there.

You didn't do anything wrong, it won't affect your probation period. I wouldn't worry too much!

[teenage_hustler]

Hehe, I should. I should also put customers suck as an opening tab on my browser.
Yeah, I think it should be ok. I'm just paranoid about this stuff.

[lunalovepotter]

Ugh, this is why I can't be in the retail industry any more. Customers simply drive me nuts. While this woman obviously had it stuck in her craw that she HAD to have this managed a certain way, you did exactly what you were supposed to do. If she didn't like it, that isn't your issue. And it sounds like your managers are okay with your performance too, so I wouldn't worry about it.

[teenage_hustler]

Yeah, I'm not so worried any more. What was interesting was how I was explaining that one problem with getting a refund then getting another bracelet ordered was that I couldn't guarantee that she would come back and pay for her new order. She was like "but you would not lose then, because you would have a new product to sell". Um, yeah, but the point is we had already sold it to you, and it's like you are trying to worm out of a commitment you made in purchasing an item from us. I can understand her wanting to do that, but really, the idea that we would not be losing out? Fact is we're a retail store, and we want people to buy stuff.