1

A Frustrating Transaction

“I need to return this coffeemaker I bought a few weeks ago,” the customer said, handing the sales associate the appliance in an open box.

“May I ask the reason for the return?” asked the young associate.

“Yes—the coffee doesn’t come out as hot as I’d like it. I’ve already bought a different brand at another store, and I need a refund or a credit. I can’t find the receipt.”

“Not a problem,” said the salesperson with a smile. “I just need to get a signature from the manager on duty and I’ll be right back.” She turned and headed toward the service desk.

The manager frowned as the young woman approached him and placed the coffeemaker box on the counter.

“We can’t take this back, Kelsey,” he said as he lifted the top flap and glanced inside. “It’s been used. Is there a receipt?”

“No.”

“Then it’s a definite no. We have no idea how long the customer has had it”

Kelsey protested. “But wait—last week, Laurie told me small appliances could always be returned for store credit, no matter what, if the customer wasn’t satisfied.”

“Not without a receipt” said the manager. “I’m surprised Laurie told you that—she’s been at this desk longer than I have” He pushed the box toward Kelsey. “Just tell the customer it’s store policy—we can’t take back used appliances without a receipt.”

When Kelsey explained to the customer what the manager on duty had said, the woman glared at her with annoyance.

“How could I know what kind of coffee this made without opening it and using it? And every other place gives store credit when I don’t have a receipt. Your policies don’t make sense.” She picked up the box and began to turn away, then looked back at Kelsey. “And you said there wouldn’t be a problem.”

“I’m so sorry,” said Kelsey. She felt like such a jerk as she watched the woman walk away. That customer wasn’t coming back—and Kelsey didn’t blame her.