What should we do about insulting customer service

[Lathum]

So my girlfriend went to Macys today to return a jacket I got for christmas. We knew I was never gonna wear the jacket so we figured we would return it and get a couple of pairs of shorts for me since we are going on vacation in a few weeks. The return value of the jacket was $20. My girlfriend made a comment to the lady out the counter that we were going on vacation, etc..., just making conversation.

The woman working at the counter then says to my girlfriend " If you need to return this for $20 to buy shorts maybe you shouldn't be going on vacation"

Obviously my girlfriend was surprised and hurt. She called me very upset and wondering what to do. I told her to go back to the counter and get the woman's name so we could talk to her boss. My girlfriend went to the counter and the woman apologized and said she was trying to be funyy and she shouldn't have said it, etc... My girlfriend said the woman was obviously distressed by the situation.

My girlfriend called me again ( I was on my way to the mall at that point to raise some hell) and told me not to come and that the woman said she was sorry. Now I am wondering if the woman is truly sorry or did she apologize for fear of losing her job?

I realize if we report her she will probably get fired and I would hate to have someones life potentialy ruined for saying something stupid, however we are very insulted because this woman knows nothing about us and has no right to make a comment like that. FWIW we both do well, so it wasn't like she hit a nerve or anything, it was just rude and uncalled for.

So I welcome your opinions on what we should do?

[sachmo71]

She said it was a miscommunication. If your GF doesn't buy it, then it's up to you to take it to the next level. But if she apologized, that would end it for me.

[SirFozzie]

So my girlfriend went to Macys today to return a jacket I got for christmas. We knew I was never gonna wear the jacket so we figured we would return it and get a couple of pairs of shorts for me since we are going on vacation in a few weeks. The return value of the jacket was $20. My girlfriend made a comment to the lady out the counter that we were going on vacation, etc..., just making conversation.

The woman working at the counter then says to my girlfriend " If you need to return this for $20 to buy shorts maybe you shouldn't be going on vacation"

Obviously my girlfriend was surprised and hurt. She called me very upset and wondering what to do. I told her to go back to the counter and get the woman's name so we could talk to her boss. My girlfriend went to the counter and the woman apologized and said she was trying to be funyy and she shouldn't have said it, etc... My girlfriend said the woman was obviously distressed by the situation.

My girlfriend called me again ( I was on my way to the mall at that point to raise some hell) and told me not to come and that the woman said she was sorry. Now I am wondering if the woman is truly sorry or did she apologize for fear of losing her job?

I realize if we report her she will probably get fired and I would hate to have someones life potentialy ruined for saying something stupid, however we are very insulted because this woman knows nothing about us and has no right to make a comment like that. FWIW we both do well, so it wasn't like she hit a nerve or anything, it was just rude and uncalled for.

So I welcome your opinions on what we should do?

Let it be.. if it was me, I woulda made a joke like "And what would a returns desk clerk at Macy's know about having enough money to take a vacation..."" but the moment has past. let it go.

[JonInMiddleGA]

I would probably have my actions determined by how ticked I was about it. If it caused me more than maybe five minutes of upset, yeah, I would almost certainly take it up the store's food chain.

That said however, I also believe the odds of anything signficiant coming from doing so are fairly slim, unless this employee is a repeat offender with only one chance left or something of that nature. Truth is, I've found that few places really seem to give a damn what the customer thinks under most circumstances any more.

edit to add: The other thing that is most important IMO is how you (or in this case, your girlfriend) reads the reaction & what you believe is behind it. If she's convinced this is something that just came out wrong or was like a braindead moment and the apology is sincere, then usually I'd say to let it end there. If, on the other hand, the cashier's apology seems more about saving her own ass, then I'd almost certainly do everything I could to fry her.

[thealmighty]

Why are you returning a jacket you got for Christmas in July? Not that that is an excuse for rudeness but why would they even take it back after all this time?

Let it go. Every time someone is rude or makes a stupid remark doesn't mean a thing these days. Don't stoop to that level of thin-skinness.

[molson]

The odds that she was intentionally trying to make an insulting comment are like 100-1. I think you can give her the benefit of the doubt.

[Honolulu_Blue]

Yeah, I'd let it go too. It was a stupid remark by the lady at the counter, but it doesn't seem to raise to the level of all that bad. At least not bad enough to raise such a stink and possibly get this woman fired.

It was an idiotic thing for her to say though.

[Pyser]

just curious what mall in jersey this is.

[Lathum]

just curious what mall in jersey this is.
Monmouth mall.

I just never got around to returning the jacket, I'm a bit of a procrastinator.

[Pyser]

Monmouth mall.

Well, I'd say leave well enough alone. But i'd also say make the trip just so you can grab some White Castle!

I used to live in Brick, brother. Know the area well.

[RPI-Fan]

You think you'll get her fired for that one comment?

[ISiddiqui]

Wow... that's a horrible comment. Though she did apologize, so it depends on how sincere.

I used to live in Brick, brother. Know the area well.

Toms River resident from the time I was 5 until 18 (college). My dad worked for Brick's government.

[Lathum]

LOL, I currently live in Brick.

[Barkeep49]

My two cents are that if your girlfriend was satisfied by the apology, as the wronged party that should be the end of the conversation. The whole thing sounds terribly upsetting, but also somewhat resolved.

[ISiddiqui]

Uh oh... ;)

When I go back and visit my 'rents (still live in Toms River... by the Ocean County Mall), we'll have to have a FOFC-meet ;).

[Pyser]

crazy! i lived by the McMobil on 88 from 96 to 01 (well, the summers only the last few years).

i still miss Pats cheesesteaks, man. badly. grab a tomato focaccia for me, too!

[miked]

:piss: Toms River
:piss: Brick

:woot: Montclair

We used to play hockey against Brick and Toms River. I forgot the name of the coach for Toms River, but he was supposedly one of the best in NJ and ran a yearly clinic I attended.

[ISiddiqui]

Montclair sucks :p

It's too close to Newark and the Oranges for one.

[BrianD]

Let it go. Every time someone is rude or makes a stupid remark doesn't mean a thing these days. Don't stoop to that level of thin-skinness.

When their job is to offer service and be polite, I wouldn't call this being thin skinned. Offending a customer is absolutely the last thing the store wants this woman to do. They should be told. This would also be an F-you moment for me and I would report it.

That said, some people are just a little awkward and say the absolute wrong thing at the worst time. If she did this and you believed she was sorry, I'd let it go. Rudeness is one thing, stupidity is something else.

[Pyser]

:piss: Toms River
:piss: Brick

:woot: Montclair

We used to play hockey against Brick and Toms River. I forgot the name of the coach for Toms River, but he was supposedly one of the best in NJ and ran a yearly clinic I attended.

Ha. I actually moved from Montclair to Brick.

[RPI-Fan]

When their job is to offer service and be polite, I wouldn't call this being thin skinned. Offending a customer is absolutely the last thing the store wants this woman to do. They should be told. This would also be an F-you moment for me and I would report it.

That said, some people are just a little awkward and say the absolute wrong thing at the worst time. If she did this and you believed she was sorry, I'd let it go. Rudeness is one thing, stupidity is something else.

I'm betting this was just an accident that was taken out of context.

When I was selling shoes, one Saturday morning, a lady came in and wanted a few pairs of hiking boots (she was the only person buying). I said, in a friendly manner, as I gave them to her, "Big weekend plans"?

Turns out someone in her family was missing and she was organizing the search party for them.

I'd hardly call what I said disrespectful or inappropriate, but if I were in her shoes I could've been very upset with me.

[Farrah Whitworth-Rahn]

Please don't take this the wrong way, I don't mean it to be insulting or rude or anything....but why were you on your way to the mall to raise hell? This was between your girlfriend and the counter girl. Couldn't she handle this on her own?

[BrianD]

I'm betting this was just an accident that was taken out of context.

When I was selling shoes, one Saturday morning, a lady came in and wanted a few pairs of hiking boots (she was the only person buying). I said, in a friendly manner, as I gave them to her, "Big weekend plans"?

Turns out someone in her family was missing and she was organizing the search party for them.

I'd hardly call what I said disrespectful or inappropriate, but if I were in her shoes I could've been very upset with me.

I don't think that is really the same thing. Your comment was only inappropriate because of some specific circumstances. The other comment couldn't really be anything other than inappropriate.

I still suggest letting it go if it was a bad joke and she was sorry, but not if she was just being rude.

[BrianD]

Please don't take this the wrong way, I don't mean it to be insulting or rude or anything....but why were you on your way to the mall to raise hell? This was between your girlfriend and the counter girl. Couldn't she handle this on her own?

Some people don't like confrontation. Hard to fault a guy for wanting to take care of his girl.

[Rizon]

You probably needed that $20 for a dub anyways.

[Lathum]

Please don't take this the wrong way, I don't mean it to be insulting or rude or anything....but why were you on your way to the mall to raise hell? This was between your girlfriend and the counter girl. Couldn't she handle this on her own?
see what Brian said. She was upset and I wanted to be there.

[Philliesfan980]

In my younger days, I probably would have flipped out, gotten the mgr, caused hell, asked for a $50 gift card, etc etc etc :).

Now that I'm more mellow at the ripe old age of 25, I just let stuff like this slide right off my back. Like you said, you're both well off in life, and just taking a stab, (You said it was a woman, and not a girl), this woman is probably not (unless they really pay these people well, which they don't).

Although not an excuse for her actions at *ALL*, I try and see things from the other persons perspective. While your gf certainly didn't do anything to warrant that response, I try and visualize what this lady's day has been like: Tons of returns, people trying to return clothes that have been worn for months without tags demanding a full cash refund, etc etc etc (you can probably imagine some of the shit that she's dealt with). Again, she chose the job, and its a free market and all, but like I said, I'm a kinder person now ;).

So in short, I'd leave it be without further incident, whether she was sincere or not in her apology.

[BrianD]

In my younger days, I probably would have flipped out, gotten the mgr, caused hell, asked for a $50 gift card, etc etc etc :).

Now that I'm more mellow at the ripe old age of 25, I just let stuff like this slide right off my back. Like you said, you're both well off in life, and just taking a stab, (You said it was a woman, and not a girl), this woman is probably not (unless they really pay these people well, which they don't).

Although not an excuse for her actions at *ALL*, I try and see things from the other persons perspective. While your gf certainly didn't do anything to warrant that response, I try and visualize what this lady's day has been like: Tons of returns, people trying to return clothes that have been worn for months without tags demanding a full cash refund, etc etc etc (you can probably imagine some of the shit that she's dealt with). Again, she chose the job, and its a free market and all, but like I said, I'm a kinder person now ;).

So in short, I'd leave it be without further incident, whether she was sincere or not in her apology.

You kids these days have no idea how to form a proper grudge. Someday you'll get old and crochety like me. :D

[Farrah Whitworth-Rahn]

see what Brian said. She was upset and I wanted to be there.

I'm sorry, I really don't mean to be a total bitch here. I know I'm coming off as one. I think it's very sweet of you to want to be with your girl when she's upset.

But I really don't understand why she was so upset that you had to go down there and comfort her. So some clerk insults her, so what?

Females are so foreign to me.

[Philliesfan980]

You kids these days have no idea how to form a proper grudge. Someday you'll get old and crochety like me. :D

Nice, can't wait!!!

[KJDelaney]

The woman working at the counter then says to my girlfriend " If you need to return this for $20 to buy shorts maybe you shouldn't be going on vacation"



I have nothing to add to help but that was FUNNY.

[Lathum]

I'm sorry, I really don't mean to be a total bitch here. I know I'm coming off as one. I think it's very sweet of you to want to be with your girl when she's upset.

But I really don't understand why she was so upset that you had to go down there and comfort her. So some clerk insults her, so what?

Females are so foreign to me.
I think she was more surprised then hurt. She has been working alot of hours and traveling back and forth to cincy every week and I think it just got to her the wrong way.

[Lathum]

dola- the funny thing is that she isn't one of these whiny girls who has been sheltered her whole life, she actually negotiates multi millon dollar deals and is tough as nails, I just think the womans comments were so out of line it caught her off guard.

[Lathum]

I have nothing to add to help but that was FUNNY.
we are laughing about it now but at the time not funny.

[KJDelaney]

Then it would have been classic if she told her something to the fact that "Hey, YOU work in a department store. So look here Bill Gates, shut your hole, and give me my refund.......stupid"

[BrianD]

Nice, can't wait!!!

There is hope for you yet. I'm actually looking forward to sitting on my porch shaking my cane at kids cutting across my lawn. :)

[Galaxy]

Isn't Macy's pretty upscale?

[Farrah Whitworth-Rahn]

I think she was more surprised then hurt. She has been working alot of hours and traveling back and forth to cincy every week and I think it just got to her the wrong way.

dola- the funny thing is that she isn't one of these whiny girls who has been sheltered her whole life, she actually negotiates multi millon dollar deals and is tough as nails, I just think the womans comments were so out of line it caught her off guard.

Well that makes sense.

And I'm glad she's not one of those whiny, sheltered spoiled girls. Glad for you that is. :)

[KJDelaney]

It's still a department store.

[Lathum]

It's still a department store.
Curious what that statement means?

[Galaxy]

I think she was more surprised then hurt. She has been working alot of hours and traveling back and forth to cincy every week and I think it just got to her the wrong way.


What's she do? Sounds pretty stressful.

[KJDelaney]

Galaxy asked if it was upscale. It makes NO difference.


It's still a department store.

[KJDelaney]

WAY off topic.

I just noticed that I am up to .11 posts a day. I guess I am now a regular.

[Lathum]

What's she do? Sounds pretty stressful.
She works for one of the biggest companies in the world doing sales and marketing.

[KJDelaney]

Lathum, check your PM

[Joe]

how the hell do you find a jacket at Macy's for only $20?

[Rizon]

Are you sure it was only $20? You should probably check your bank statement.

[Lathum]

The value of the jacket is now only $20 since it is out of style.

[ISiddiqui]

It's a "Member's Only" jacket?

[Lathum]

It's a "Member's Only" jacket?
why do you think I was returning it?

[Grammaticus]

why do you think I was returning it?
Huh, it was from Christmas 1985?

[Johnny Slick]

why do you think I was returning it?Because you're not a member?

Also, I think the comment made by the cashier was extraordinarily inappropriate and, as extraordinarily inappropriate comments often are, right on the money. I mean, really. How cheap can you be? Going on vacation (I assume that means travel, and I assume that doesn't mean just to the Jersey shore) and you're returning a coat that's 7 months old? Me, I would have smiled and refused to take back the jacket because of our 30 day return policy or whatever. I certainly would not have insulted you, even as you grew red in the face at my refusal to back down and support your legendary cheapness, and then would have cheerily waved good-bye as you stormed out with your Members Only jacket.

But anyway, yeah. Highly inappropriate. People in customer service should only say those kinds of things in the break room long after the customer has left the store. Whoever this person will probably be the hero of that particular location to all the employees thanks to this, and as a result will probably ask for more money, which will lead to her leaving the job, going back to college, and getting something that pays her a lot more and allows her to interact with a higher percentage of people who treat her like a human being. And we can NOT have that in corporate America!

[Lathum]

[QUOTE=Johnny Slick]Because you're not a member?

Also, I think the comment made by the cashier was extraordinarily inappropriate and, as extraordinarily inappropriate comments often are, right on the money. I mean, really. How cheap can you be? Going on vacation (I assume that means travel, and I assume that doesn't mean just to the Jersey shore) and you're returning a coat that's 7 months old? Me, I would have smiled and refused to take back the jacket because of our 30 day return policy or whatever. I certainly would not have insulted you, even as you grew red in the face at my refusal to back down and support your legendary cheapness, and then would have cheerily waved good-bye as you stormed out with your Members Only jacket.
QUOTE]

I certainly hope you are being sarcastic with this statement.

[Johnny Slick]

[quote]

I certainly hope you are being sarcastic with this statement.I do think it's rather cheap to return a $20 jacket 7 months after it was bought for you. All's I'm saying is, if she hadn't said it to your girlfriend's face, it would have been the talk of the breakroom all week.

[ISiddiqui]

All's I'm saying is, if she hadn't said it to your girlfriend's face, it would have been the talk of the breakroom all week.

Well that much is true.

[rkmsuf]

The visual of your girlfriend standing there outside the store waiting for your arrival and then both of you marching in there to get the store person is funny to me.

All of this could have been avoided if cell phones were outlawed.

Unless of course she went to a pay phone to call you and you happened to be home.

[BrianD]

I do think it's rather cheap to return a $20 jacket 7 months after it was bought for you. All's I'm saying is, if she hadn't said it to your girlfriend's face, it would have been the talk of the breakroom all week.

If the jacket is worth $20 whenever you return it...why does it matter when the return happens?

[Passacaglia]

Of course, the idea of these store employees sitting around the break room gabbing about how someone returned something that was purchased 7 months ago *gasp* is also amusing. I'm sure most of them could give a crap.

[BrianD]

Of course, the idea of these store employees sitting around the break room gabbing about how someone returned something that was purchased 7 months ago *gasp* is also amusing. I'm sure most of them could give a crap.

Probably the same crap most customers give about what store employees talk about in the break room.

[Johnny Slick]

Of course, the idea of these store employees sitting around the break room gabbing about how someone returned something that was purchased 7 months ago *gasp* is also amusing. I'm sure most of them could give a crap.It's not groundbreaking, just funny. Especially the rude comment. And if you really think it's not cheap to return a $20 jacket more than half a year after you bought it... well, I'm not sure I can help you. Back when I worked in retail, I had a guy try to return this ancient fax machine to the store. It was freaking hilarious. He insisted he'd bought it like a month ago even though it was obviously obsolete. So the manager made an exception and looked up the price for the thing in our system. It was actually still in there, IIRC priced at $1. He got all angry and stormed out of the store.

Given the way fashion changes styles, this incident is probably pretty similar, only I didn't make a crack about the guy needing the dollar so bad. Personally, I'd have just donated the jacket to charity, but that's me. If you need 20 bucks that bad... but that quip has already been stated.

[miked]

Is clipping coupons cheap? People will clip mad coupons to save a few bucks. Maybe I'm old, but I guess $20 is like a few pennies or something, but I just lived in Boston where my rent was pretty much 35% or more of my take home, add bills to that and saving (or re-uising) $20 is pretty good. Why wouldn't you return it, you'd just let the thing sit in your closet? I might take it to goodwill as well, but if the money is already spent, I'd at least rather get something I could use.

You sound like a 12 year old who gets a big allowance (which you probably aren't). Either that, or you are just some big roller, in that case I'll PM you my address for some checks :p

[BrianD]

I still don't get it. If you were looking through your drawers and found a birthday check someone had written for $20 a number of months ago, would you not cash the check because it wasn't recent? What if it wasn't a check, but a gift card for some place you like?

If the jacket was worth returning the next day for $20, it must be worth returning months later for $20. By your logic, there would never be a time where it was ok to return the jacket. There is also a difference between needing $20 and not wanting to throw away $20.

[Subby]

Then it would have been classic if she told her something to the fact that "Hey, YOU work in a department store. So look here Bill Gates, shut your hole, and give me my refund.......stupid"That would have been classic alright.

[Johnny Slick]

I still don't get it. If you were looking through your drawers and found a birthday check someone had written for $20 a number of months ago, would you not cash the check because it wasn't recent? What if it wasn't a check, but a gift card for some place you like?

If the jacket was worth returning the next day for $20, it must be worth returning months later for $20. By your logic, there would never be a time where it was ok to return the jacket. There is also a difference between needing $20 and not wanting to throw away $20.Only it wasn't a gift card. It was an actual piece of merchandise that, from the sound of it, the store really doesn't carry anymore and probably only returned to try to make someone happy. Yes, that is generally what "20 bucks for a jacket" means.

This is nothing like clipping coupons, sorry. Like it or not, it's cheap, and many people will think what the woman said. And on a side note, a big part of why some customer service people are snotty is the attitude put forward in the "comeback" listed above this post. They may not be making much money, but they are people, not your servants.

[BrianD]

Only it wasn't a gift card. It was an actual piece of merchandise that, from the sound of it, the store really doesn't carry anymore and probably only returned to try to make someone happy. Yes, that is generally what "20 bucks for a jacket" means.

It doesn't matter. A $20 gift card is the same as merchandise with a $20 return value. Both can be used to acquire $20 worth of other merchandise

This is nothing like clipping coupons, sorry. Like it or not, it's cheap, and many people will think what the woman said. And on a side note, a big part of why some customer service people are snotty is the attitude put forward in the "comeback" listed above this post. They may not be making much money, but they are people, not your servants.

They are people doing a job. Processing returns is part of their job. You should be able to expect people to do their jobs without being rude...especially if it is a service job.

[Passacaglia]

I think you're really barking up the wrong tree here. It's not cheap, it's lazy. We've got a bag or something from Kohl's in the car, that we've been meaning to return for, I don't know how long. We haven't used the product, so we're entitled to the cash back (of course, some stores have return policies that say you can't return things after X days -- if so, that's fine). This is even LESS cheap than clipping coupons, because it's your money involved. If you don't save money by cutting a coupon, you only lose out on opportunity cost. If you randomly decide not to return something you've never used, you're losing "real" money. The issue is laziness, plain and simple.

[Logan]

Didn't know this evolved into a discussion on the benefits of the Monmouth Mall.

The nearby White Castle is huge.

[JonInMiddleGA]

and at least one trolling asshole will think what the woman said

Fixed that for you.

... not your servants.

When they're being paid to serve me, that's precisely what they are.
a person in the employ and subject to the direction or control of an individual or company

[Lathum]

Only it wasn't a gift card. It was an actual piece of merchandise that, from the sound of it, the store really doesn't carry anymore and probably only returned to try to make someone happy. Yes, that is generally what "20 bucks for a jacket" means.

This is nothing like clipping coupons, sorry. Like it or not, it's cheap, and many people will think what the woman said. And on a side note, a big part of why some customer service people are snotty is the attitude put forward in the "comeback" listed above this post. They may not be making much money, but they are people, not your servants.
you my friend are an ass. Not that i need to explain myself but I will. The jacket was a gift, put in a closet and then forgoten about until it was later discovered. I may as well exchange it for something I am going to use instead of let it sit around. The jacket was more then $20 when bought but decreased in value, I had no idea how much we would get back for the jacket but getting something is better then nothing.

You are entitled to think we are cheap if you like, however if you read the whole post you will see where I say my girlfriend and I do well for ourselves and have no need for the money back for the jacket, the jacket could be worth $20,000 and it wouldn't effect us. The point is that the woman had no right to judge who we are or what we do. Like I said, the money means nothing but since it was a gift I would rather exchange it for merchendise then let it sit around or give it away.

Like I said if you think I am cheap thats fine but really all you are doing is trolling and trying to stir up a discussion that isn't there.

[Lathum]

dola- and the woman can think whatever she wants to think and I really don't care, but she has no right to say a word .

[Klinglerware]

Wow... that's a horrible comment. Though she did apologize, so it depends on how sincere.



Toms River resident from the time I was 5 until 18 (college). My dad worked for Brick's government.

Small world. I went to Mon Don...

[ISiddiqui]

I'm sorry ;).

Mon Don was wierd. The private school so parents thought it'd give a better education (even though the public schools in the area were pretty good), but infested with drugs when I was in TR East from 94-98.

[Klinglerware]

I'm sorry ;).

Mon Don was wierd. The private school so parents thought it'd give a better education (even though the public schools in the area were pretty good), but infested with drugs when I was in TR East from 94-98.

You know it. If you see me take shots at school voucher programs in other threads, now you know why.

I will shut up now, sorry to threadjack...

[Pyser]

I'm sorry ;).

Mon Don was wierd. The private school so parents thought it'd give a better education (even though the public schools in the area were pretty good), but infested with drugs when I was in TR East from 94-98.

we mustve played each other in football or tennis or something. brick memorial (not old brick) here.

brick did NOT have good schools, coming from the north.

[lighthousekeeper]

white castle!? you gotta hit up the Cluck U Chicken across the street instead!

[Johnny Slick]

you my friend are an ass. Not that i need to explain myself but I will. The jacket was a gift, put in a closet and then forgoten about until it was later discovered. I may as well exchange it for something I am going to use instead of let it sit around. The jacket was more then $20 when bought but decreased in value, I had no idea how much we would get back for the jacket but getting something is better then nothing.

You are entitled to think we are cheap if you like, however if you read the whole post you will see where I say my girlfriend and I do well for ourselves and have no need for the money back for the jacket, the jacket could be worth $20,000 and it wouldn't effect us. The point is that the woman had no right to judge who we are or what we do. Like I said, the money means nothing but since it was a gift I would rather exchange it for merchendise then let it sit around or give it away.

Like I said if you think I am cheap thats fine but really all you are doing is trolling and trying to stir up a discussion that isn't there.I'm stating my opinion on the matter, albeit in a confrontational way. Look... the issue here is that for $20, it's pretty obvious to me that they took back a jacket that they have next to no chance of making any money on in the future just as a customer service tool. I'm thinking they're trying to sow some goodwill so maybe you'll go back into the store. However, the reality is that if they don't even sell the jacket anymore, which is what it sounded like when the cashier said it was "out of style", there's really not a lot they can do with it. There is no magical clothes fairy that comes in and makes money from the clothes you return months and months after they were bought. At best, maybe they'll put it on clearance and get somebody else to buy it for like 10 bucks or something.

And this is where the "cheap" aspect comes in. Clearly, you're confusing the idea of cheapness with the idea of poverty. Or thrift, in other cases... when you clip coupons, you're likely also going to try out a few products you wouldn't otherwise use, and that's why the manufacturers are willing to give you a little money off on that. Or, if you're getting the coupons from the store itself, you're conducting a business transaction with them wherein they get to sell off overstock and you get a deal. Do you see how both sides make well out of this? Heck, I'm not even talking about returns. Everybody gets something that they turn out not to want or doesn't work the way they wanted it to. If you return a product in a timely manner, the store at least has a chance to find someone else who might want that thing that you don't want, or send it back to the manufacturer if it's defective.

When you just decide to return a jacket so late that the store in question won't even think of looking at a receipt because it's obviously not something you bought last week and they're just making up a price... well, that's not going anywhere. I'm not sure if there is such a thing as a defective article of clothing, and anyway if you don't see it in a store, it's probably in part because they can't buy it anymore, and if they can't buy it, they probably can't return it either. It is, by your own admission, out of style, so as I said they're not going to make any money back by selling it either. Basically, a customer who returns an item like this is saying "how much do you want to pay me to keep me as a customer?" And sorry, but I'm not a fan of this kind of thing.

Anyway, I understand that I am rather ascerbic at times, but nope, I am not trolling. I just disagree strongly with your whole idea and thought that the little quip, while definitely rude, was also a bit true (as rude comments often are).

[cody8200]

As a person who works with customers daily and has formally worked in retail for 5 years, I would not have said what the woman said to your girlfriend. That being said, I'm sure it was meant as a joke. As soon as the woman apologized I would have been fine with her.

As far as going to management, I can honestly say that they wont do anything at all. Unless you do something egregious, like curse at the customers, spit on them, etc nothing will happen to you as a retail worker. At least that is my experience in retail.

My fiancee is constantly returning things for small amounts of money. I wouldnt do it, but she does, and it doesnt really bother me too much. I only return things that dont fit or dont work.

[Draft Dodger]

I'm stating my opinion on the matter, albeit in a confrontational way. Look... the issue here is that for $20, it's pretty obvious to me that they took back a jacket that they have next to no chance of making any money on in the future just as a customer service tool. I'm thinking they're trying to sow some goodwill so maybe you'll go back into the store. However, the reality is that if they don't even sell the jacket anymore, which is what it sounded like when the cashier said it was "out of style", there's really not a lot they can do with it. There is no magical clothes fairy that comes in and makes money from the clothes you return months and months after they were bought. At best, maybe they'll put it on clearance and get somebody else to buy it for like 10 bucks or something.


return policies are one of the factors for shopping at a particular store. some places have very stringent return policies, others have very liberal return policies. A place like this has a nice return policy as a "cost of doing business" to get customers into the store. It really has very little to do with how much they make back on the fucking jacket. It has everything to do with generating repeat customers. It's an overhead cost as much as labor, rent and heating are; is he cheap for taking advantage of the heat in the building? Of for using the bathroom, when he obviously could have gone at home?

How about when I go to a restaurant that offers free refills? Should I try to only drink $1.75 worth of soda?

[Passacaglia]

return policies are one of the factors for shopping at a particular store. some places have very stringent return policies, others have very liberal return policies. A place like this has a nice return policy as a "cost of doing business" to get customers into the store. It really has very little to do with how much they make back on the fucking jacket. It has everything to do with generating repeat customers. It's an overhead cost as much as labor, rent and heating are; is he cheap for taking advantage of the heat in the building? Of for using the bathroom, when he obviously could have gone at home?

How about when I go to a restaurant that offers free refills? Should I try to only drink $1.75 worth of soda?

No, but you should pay close attention to fashion cycles when making returns.

[Lathum]

People need to read the whole thread or not comment at all. THE MONEY HAD NOTHING TO DO WITH IT!!!

The womans "quip" was basiclly saying we are to poor for a vacataion which is very far from the truth.

[DanGarion]

Sorry I was going to respond, but I have a loaf of bread that has been sitting at my house the last month that I need to return.

[Draft Dodger]

People need to read the whole thread or not comment at all. THE MONEY HAD NOTHING TO DO WITH IT!!!

The womans "quip" was basiclly saying we are to poor for a vacataion which is very far from the truth.

meh, I figured that was pretty much resolved at this point. the clerk's tone and the context of the conversation is pretty key here, as you could really see her comment as ranging from trying to make a joke, to being pissy about having to process a return, to just being downright snobbish. I personally peg it towards the jokier edge of the spectrum...and this is coming from someone who insults customers on a regular basis.

[Glengoyne]

I can't believe this non-thread about a non event is still around. At least someone is giving his some crap for over reacting, and rushing to the aid of his girlfriend in distress. Talk about high maintenance. Man she must be great in the sack.

[Glengoyne]

The visual of your girlfriend standing there outside the store waiting for your arrival and then both of you marching in there to get the store person is funny to me.

All of this could have been avoided if cell phones were outlawed.
...

Best post of the thread.

[st.cronin]

Handling complaints is part of my job description right now, and this is my $.02. Were this complaint brought to my attention, I would not care about keeping this customer's business. I would offer an official apology to the customer, and that's it.

[JonInMiddleGA]

Were this complaint brought to my attention, I would not care about keeping this customer's business.

Like I said:
I've found that few places really seem to give a damn what the customer thinks under most circumstances any more.

[st.cronin]

Like I said:

A good part of the time it's just not worth it to go that extra mile to make the customer happy. And then, too, in every line of work, there are bad customers. I spend almost as much energy keeping customers in line as I do staff.

[JonInMiddleGA]

I spend almost as much energy keeping customers in line as I do staff.

Ah yes, never mind that if it weren't for them you would have no job.
But luckily for you, most people are sheep & will put up with that sort of crap.

But you do provide a great example of why I sometimes bypass the location's management entirely & go straight to corporate/ownership and let the shit flow downhill from there instead. By the time it drops from great heights, there's a opportunity for it to pick up momentum. Often as not, piss poor frontline employees are indicative of their immediate management rendering localizing a complaint pretty much meaningless anyway.

[st.cronin]

Ah yes, never mind that if it weren't for them you would have no job.
But luckily for you, most people are sheep & will put up with that sort of crap.


Most people are sheep, yes - those folks don't require any energy at all. There are two significant categories of people that require a tremendous amount of my energy. PRIMADONNAS, who think they are entitled to whatever they want without paying for it; and WHINERS, who think that if they complain about something long and loud enough they will get what they want without paying for it.

edit: Without those Primadonnas and Whiners, I would have a lot more time to post on fofc at work.

[Johnny Slick]

Ah yes, never mind that if it weren't for them you would have no job.
But luckily for you, most people are sheep & will put up with that sort of crap.Nope. Most people think for themselves, which is why most people think about the situation the company is in before trying to do stupid or cheap things with them. What St. Cronin said was right on the money about the prima donnas and the whiners. I'd go so far as to say that we really *don't* make money off of those people, but that it's hard to create company policy that says "we don't allow the overly whiny to start accounts with us." Instead, we do things like call people back who call us several times to make sure everything is all right (from what I've seen, the people with legitimate gripes who had to call in really, really appreciate this, whereas the whiners try to use the callback as another reason to get free stuff... "OMG WHY R U CALLING ME!!??? THIS IS PRIVATE!!!!!"). One of our competitors is now doing things to prevent this kind of customer from getting discounts and so on. I'm not sure whether this is one of the worst business moves of all time or if it's pure genius, pushing the worst of the worst off to its rivals.

I know I said that I'd deny the return in an earlier post but in all honesty I'd probably allow it. It's only 20 bucks. My company can probably handle that better than the bad prima donna PR that would come from not doing it. You're still putting one over on the company, though. They're staying in business because people buy a lot of what they sell. Even with a company like Nordstrom's with a very liberal return policy I wouldn't do this myself. Especially with a company like Nordstrom's. If enough people return out-of-season clothing to a company like Nordstrom's, a company like Nordstrom's will de-liberalize their policy and then I won't have access to it when I really need it (for example, if I buy a pair of pants and a seam rips or something the 3rd time I wear them 6 months down the line - maybe a clothes-oriented person has a better example than that).

[BrianD]

Nobody thinks about the situation the company is in. If they know a return-policy will let them return something they don't want, they will return it. If you don't want a jacket returned 7 months later when it is out of style, develop a return policy that will only take defective clothes after 3. You can't blame people for following a store policy.

If you want to reduce the number of whiny customers, hire customer service staff that isn't rude. I tend to be fairly mild-mannered in stores knowing that employees are people too, but bad service will draw a complaint from me. Do your job and there is no problem.

[JonInMiddleGA]

Do your job and there is no problem.

Well see, right there, you've just introduced a problem.

You're actually expecting people to do the jobs they're being paid for, to expend some effort, to do something right other than just draw a check.

Believe me, that's a problem.

[st.cronin]

Well see, right there, you've just introduced a problem.

You're actually expecting people to do the jobs they're being paid for, to expend some effort, to do something right other than just draw a check.

Believe me, that's a problem.

Definitely agree with this. I've lost track of how many people I've had to fire this last year.

[saldana]

my thoughts are this....

1. tell K to stop being such a whiner! ;)

2. if you are really pissed, go back and find the saleswomans' car in the parking lot and write shit on the windows with a bar of soap

3. tell your mom to stop buying you fucking jackets...this is like the 3rd time in the past few years, and you have never worn any of them once!

[Johnny Slick]

Nobody thinks about the situation the company is in. If they know a return-policy will let them return something they don't want, they will return it. If you don't want a jacket returned 7 months later when it is out of style, develop a return policy that will only take defective clothes after 3. You can't blame people for following a store policy.

If you want to reduce the number of whiny customers, hire customer service staff that isn't rude. I tend to be fairly mild-mannered in stores knowing that employees are people too, but bad service will draw a complaint from me. Do your job and there is no problem.I definitely agree with much of this, and a huge part of my own job is fielding legitimate complaints from people who were mistreated by salespeople. Handling these complaints and reducing the number of times they happen is, I agree, a big thing. A huge thing, actually.

However, the sad fact is that you will never get the whiner quotient down to 0%. For one thing, mistakes will always be made and because of that people will always have legitimate gripes that need to be looked at. For another thing, as st cronin said, there are a certain class of person who believes that they deserve anything that comes to their mind regardless of stated store policy or whatever agreement they may have signed. And there is another, related class of person who believes that if they throw a big enough fit about something, somebody at some level will cave and give them what they're demanding.

And I'm sorry, but I got the professional whiner vibe from the OP. 20 bucks for a jacket that is, by the admission of the poster, not actually being sold by the company, is a bit much. If that company's return policy is "return whatever you want whenever you want", then fine. However, not even good old Nordy's does that anymore, and when they did they didn't cut deals with customers - if you brought in a year-old pair of shoes, they'd let you exchange it for a pair that would be comparable if the shoes were new. More than likely, the cashier was going around policy, and while her stated quip was over the top, there is a sense that when you, as a person providing customer service, do this, you're doing the customer something of a favor.

Perhaps there is information I've yet to hear and I've made assumptions based on my experiences just as others have made assumptions based on theirs in this thread. That's fine. But the fact that mine differ from yours is no reason to toss the "troll" invective around.

[ISiddiqui]

Most people are sheep, yes - those folks don't require any energy at all. There are two significant categories of people that require a tremendous amount of my energy. PRIMADONNAS, who think they are entitled to whatever they want without paying for it; and WHINERS, who think that if they complain about something long and loud enough they will get what they want without paying for it.

Bingo... when working at CVS, these two groups were absolutely brutal in taking time away from people on the floor (such as myself) and managers. Though it wasn't always getting something without paying for it (a lot of times it was). We had people who'd get offended if something wasn't on the shelf and it MAY have been in a bin in the back but we couldn't waste 2 hours to go and look through all of them to find if the lady's thingy was back there.

Working in retail definately shows you that a good portion of customers suck and it doesn't matter how good or bad the manager is (and I ran through a few extremes), it won't change that simple fact.

[BrianD]

However, the sad fact is that you will never get the whiner quotient down to 0%. For one thing, mistakes will always be made and because of that people will always have legitimate gripes that need to be looked at. For another thing, as st cronin said, there are a certain class of person who believes that they deserve anything that comes to their mind regardless of stated store policy or whatever agreement they may have signed. And there is another, related class of person who believes that if they throw a big enough fit about something, somebody at some level will cave and give them what they're demanding.

You will never get the whiner quotient down to 0%. In general, people suck. I'm sure for every bad customer service person, there are 50 bad customers they have to deal with. Not every situation ends with the customer service person being wrong. I just think that rude comments that seemed to come out of an otherwise civil situation is out of line.

And I'm sorry, but I got the professional whiner vibe from the OP. 20 bucks for a jacket that is, by the admission of the poster, not actually being sold by the company, is a bit much. If that company's return policy is "return whatever you want whenever you want", then fine. However, not even good old Nordy's does that anymore, and when they did they didn't cut deals with customers - if you brought in a year-old pair of shoes, they'd let you exchange it for a pair that would be comparable if the shoes were new. More than likely, the cashier was going around policy, and while her stated quip was over the top, there is a sense that when you, as a person providing customer service, do this, you're doing the customer something of a favor.

The part I focused on was "return value of $20". I assumed that to be the value the store put on the item...but I could be wrong.


Perhaps there is information I've yet to hear and I've made assumptions based on my experiences just as others have made assumptions based on theirs in this thread. That's fine. But the fact that mine differ from yours is no reason to toss the "troll" invective around.

Did I do that? I don't remember calling you a troll.

[JonInMiddleGA]

Did I do that? I don't remember calling you a troll.

Actually BrianD, I believe that was me.

And in spite of his humorous claims of innocence, that's what he is. I'm actually a little surprised more people haven't recognized him as such.

[Galaxy]

Galaxy asked if it was upscale. It makes NO difference.


It's still a department store.

I agree with you. I was just wondering how you get a $20 jacket at Macy's.

But Lathum explained it was the "value" the store gave back, not the actual price at the time of purchased.

[Galaxy]

Not to slightly take this off thread, but how do clothes "go-out-of-style" (Not talking about the 70's to the 80's to the 90's), but from one year to another (I understand the out-of-season)? Or is it like a "new car", where a '06 is not any different than a '05 with a minor change here and there? Just a marketing tool used to keep sales stable and growing?

Maybe it's because I'm a male.

[saldana]

Actually BrianD, I believe that was me.

And in spite of his humorous claims of innocence, that's what he is. I'm actually a little surprised more people haven't recognized him as such.

i did

[saldana]

dola, just didnt feel like getting in an argument about it.....pretty sure lathum would vote "t" as well

[Lathum]

I agree with you. I was just wondering how you get a $20 jacket at Macy's.

But Lathum explained it was the "value" the store gave back, not the actual price at the time of purchased.
this is correct, I am sure the jacket was valued at much more when it was bought and I wouldn't have cared at all if they told me we couldn't return it. I would have been fine with that.

The point of the thread wasn't "am I cheap for returning this jacket?"

The point was is what the woman said out of line enough to report her?

[BrianD]

this is correct, I am sure the jacket was valued at much more when it was bought and I wouldn't have cared at all if they told me we couldn't return it. I would have been fine with that.

The point of the thread wasn't "am I cheap for returning this jacket?"

The point was is what the woman said out of line enough to report her?

You mean this thread got off topic? That doesn't really happen, does it? :)

[ISiddiqui]

LOL!