"It says right here, you have to take it back."

Not every Tool Town* store has everything in the catalogue. So, while the cashier tells you that you can bring the product back to any Tool Town, it’s not exactly correct. It’s only on the products that don’t have a warranty attached to it. If there’s a warranty, then we, at customer service pay attention to the warranty. So if it says that it’s an exchange warranty, then it’s an exchange warranty. So in order to do an exchange on an exchange warranty, we have to actually carry the product. But if we don’t have the product, then you can’t bring the item in question into the store and ask for a refund or an exchange because we can’t exchange it. This is going somewhere. Like right now.

A man walks up to customer service. He pulls out a some kind of air gun and sets it on the counter. “I want a refund.”

"Is there anything wrong with it?"

"Yea, it doesn't work. It just shoots a couple pelts then the rest of the kinda just fall out, instead of being shot." So I look it up on the computer to check the warrenty, as it's already been opened. And it says that it’s an exchange warranty. So I tell him that.

“But I want a refund. Look, it says right here,” he demands, flipping his receipt onto the back to show us our own return policy. Because apparently we don’t know what our own policy is. “See. 90 days.”

“Yes, but that’s for unopened items only. So in this case, we have to follow the warranty that’s set out by manufacture.”

“But your policy says 90 days.”

“Yea, but the policy is for unopened items.”

"Yea, exactly."

"But you've already opened the gun. So we have to follow the manufacture's warranty on this, and in this case, it's an exchange warranty. Which you can't even do here, because we don't carry any guns at this store."

Ok, so that exchange went on far longer than I'm willing to recall. Then the Head Cashier, Kate, steps in, and has the exact same conversation.

“I’m sorry, I want to talk to someone that knows what they’re talking about. You don't know what you're talking about because you don't own this store.” He tells Kate. Just so you know, Kate's been working there for at least 5 years. She knows what she's talking about, especially since she trains cashiers to do customer service.

“Ok, do you want to talk to a manager? He’ll tell you the same thing.”

“Yea, ok. He’ll know what he’s talking about.”

So Trevor was right by customer service and went to talk to the customer. And repeat general gist of the previous conversation. That one ended with the customer telling Trevor that he was also incompetent because he didn't own the Tool Town Corperation. Trevor offered him a chance to speak to the General Manager- Deloris. This time the customer wouldn’t let Deloris explain anything. So first Deloris tried to let him finish ranting. But he wouldn’t finish, so she ended up throwing him out of the store. By that time, I was in the back doing adjusting. So, I can’t really tell you the exact words, but apparently, as he stormed out of the store, he claimed that all our stuff was made by some prison worker. Which isn’t true. It most likely comes from China, everything does these days.

*not the actually name of the store that I'm working at.

*also all names changed

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Posted by Kristina Chalke

Stupid Project

"It says right here, you have to take it back."

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