The mall that I work at has a specific type of shopper. It’s in a kind of ‘rich’ neighborhood with the surrounding neighborhoods also being riddled with wealthy dickbags.
As mentioned in previous posts I hate helping people shop. The demands and the level of entitlement that I get from these people is mind-boggling. I’m not sure when people became this ridiculous.
I remember my first job at 16 as a cashier. I was pretty competent so they quickly moved me to running the service desk. I had to deal with weirdos trying to return stolen things, broken things, random things we didn’t sell. But it wasn’t the way it is now. Back in the day if someone wanted to return something they didn’t like but used all of, I had the authority to say, “No.” If they questioned it, I would just have to call up my manager who would also say, “No.” Oh, you used the whole bottle of toothpaste before you realized you didn’t like it? Fuck you.
Now it’s like managers and stores are too scared to tell their asshat customers, “No.” The problem is that if you give these fuckers an inch, eventually they’ll take a mile. Right now if you don’t like something, we will take it back. SURE, you go ahead and use that whole bottle of $125 serum. Bring it back empty, tell us “it doesn’t work” (PS. no shit asshole. You take terrible care of your skin, you can’t reverse it overnight) and we’ll just give you back your $125. I’m not even kidding. We definitely take back 100% used products. It makes me sick.
The problem is that until a company sees how much money they’re losing they aren’t going to do anything about it. For a long time we would take back returns without a receipt. People would steal things from other stores or even other retailers that carried the same products, and bring them into our store and return them for a store credit that they would then sell on the internet. Not a bad profit seeing you stole all the items to get that store credit money. Yes we collected ID information but for about 4 years you could just steal stuff and return it without a receipt. Once someone realized how much damn money we were losing they put a 3rd party in charge of collecting non receipted data and making limits (to this day I still don’t know for sure what causes them to decline, I have suspicions but it’s never been confirmed) to who and how much you can return without a receipt. We can actually look up receipts now, so there should be NO reason that you would have to return without a receipt that isn’t really fraud (with the exception of gifts, but most people give out gift receipts, so nice try).
So we have that situation under control but unfortunately the company does not see how much money is wasted by the shit people return that we cannot sell. Someone buys a cleanser or a mascara or whatever use it once (or use all of it, who cares!?) and decide they don’t like it so they return it and get their money back. Oh, well thanks douche but I can’t re-sell that so now we have to damage it out and throw it away. THAT’S RIGHT: THROW. IT. AWAY.
Ever wonder what happens to all the makeup and stuff that people use once and then decide they want their money back? I damage it out and throw it away. Congratulations, you’re an asshole! I send back 35 – 40 pounds of used/damaged returns every week. Sometimes more (like during the holidays), I’m not even close to joking.
Returns are one thing but the complaints with returns are another. I just recently had a woman call and complain that she bought a product only to get it home and find that it was (gasp) used! I believe she is full of shit because the product comes IN a box (it’s not sealed but, c’mon, ) and if it was a tester it would not be in a box and it would have a “TESTER” sticker on it and no bar code so we wouldn’t have sold it. Anyway okay, people are assholes, so let’s assume that some jerk opened up the box, tried it out and put the product back in. Whatever, sorry that people are dickholes, but it happens. What any normal person would do is bring the item back and we would exchange it. Unfortunately we did not have this item in stock. So we told the woman, she could bring back the product, we would return it and then we could order it online while she was here and have it shipped to her house in about 3 business days with free shipping.
Sounds great right? OH NO. She was super pissy when she was put on hold to have a manager find a solution for her. Then she was complaining about the fact that she would have to drive “all the way back here” to return it and then have to wait for it to be shipped to her house (I know, the horror!). This bitch lives 12 minutes away from the store. TWELVE MINUTES. It is seriously 7 miles away. With gas being $20 a gallon I totally understand her frustration about driving for 12 minutes! Anyway, I decided that it was a $30 product and I did not want to deal with this raging irrational bitch so I just told her that we were supposed to get one in our shipment that night so I would just send her a new one via the mail.
Now, like I said I’m one of those managers that generally doesn’t do that shit because, well fuck you, that’s why. BUT, I quickly weighed the options in my head. Doing what I did, we just lost out on $30. No big deal. If I hadn’t done that, my boss (bless her for seeing the best in everyone and not thinking anyone is taking advantage of the system…) would have probably gotten a complaint from this bitch. Then, not only would my boss have given her the product for free like I did, but for the inconvenience my boss probably would have been like “here’s a $50 gift card, sorry you had to deal with that.”
That’s the other thing that kills me about this customer service shit. I think I touched on this in a previous post as well. Other managers are so quick to throw free things and free gift cards at customers that complain. It really irritates me because it’s like you are saying your staff is incompetent and this happens all the time and you’re so sorry so here’s free money. It’s like a slap in the face. You should NEVER give someone a gift card because they refused to come back and return an item like ANY OTHER NORMAL CUSTOMER. You should never give someone free money because they feel like one of our staff “looked down on them for not being as trendy.” I’m tired of hearing my boss say “Well, it’s the customer’s perception.” WELL FUCK THEM. My perception is that you’re an idiot and you’re pissing me off but I’m not smacking you in the face right now am I? No, because my perception is not important in this situation, just like our customers “perception” of someone is never valid. Their perception means shit because the only time they tell you about their perception of the situation is when they are angry they didn’t get their way. Our staff are more consistent in being nice and helpful as a lot of our surveys say so why are you going to believe the one or two people trying to take advantage of your kindness when they say the nicest staff members we have were being condescending and mean?
Lastly, and I have to mention this because it happened 3 years ago and I still remember it. People will take advantage of you. One person sent in a complaint. So my boss emails her. The customer said that we were so mean and rude to her. She bought a mascara and then left but decided she didn’t want the mascara, she got the wrong one. She came back to the store to return it. She claimed the staff member was mean and said she couldn’t return it because she opened it. Well first off, that’s not our policy, so we would have absolutely returned it. So lie number 1. Well my boss apologizes for this rare behavior and asks if she can ship her a replacement mascara of her choosing for this, she asks which mascara she was supposed to pick up at the store. The girl asks for a $60 mascara that we do not sell in store. She told us that was the one she meant to buy, but picked up the wrong one. BULLSHIT. We don’t even carry that mascara in store so there is no way you accidentally picked up the wrong one. You are full of shit. Lie number 2 The sad news is that my boss sent her a $60 gift card in the mail so she could buy it. Even when someone is CLEARLY taking advantage of the situation by lying you reward that behavior with free money? It’s completely absurd and I can’t believe these things actually happen.
Why is it so hard for people to be decent human beings? Why was it so hard for that woman to drive 12 minutes to the mall to get the product she really wanted? Why was she thinking she was being “inconvenienced?” Were you inconvenienced to have to actually go to a mall to buy something? I know, having to drive to a retailer to purchase a product is really annoying and you should never have to do it. You know what… Piss off.