The customer's complaint is that we are not allowing them to return an item due to the frequency that they return items to our store. The issue here, from our perspective, is that the customer is abusing our return policy. Our return policy states: "Disc Replay guarantees all merchandise to...
play like new. Items found to be defective may be exchanged for the identical item provided a receipt is present. If the identical item is not in stock, then the defective item may be exchanged for store credit only. No other returns or exchanges are permitted. Electronics may be exchanged within 30 days. The original sales receipt and a valid state photo ID are required for all returns. No cash returns." Essentially, our return policy covers defective items only. However, on multiple occasions we have allowed this particular customer to return items that weren't defective. They have returned items that they just decided they didn't want or need anymore, and to accommodate them and not lose them as a customer, we have allowed them to return non-defective items. However, this has happened too many times, to the point where it is becoming inconvenient for us to continue to bend the rules for this particular customer. I had informed my employees to not accept returns from this individual unless the item being returned was truly defective, i.e. following our return policy directly as stated. Had the customer returned the Apple TV in question because it did not work in any way, we would have absolutely allowed him to return it for a similar item or store credit to use on anything else. What I did not want to allow was simply any deviation from our return policy as it was stated on the customer's receipt. I understand that from the customer's viewpoint this is frustrating and seems unfair. Maybe it was wrong of us to allow them to return items outside the limitations of our return policy in the first place, as this would have set the precedent that they could return any item they wished for any reason. We were bending the rules to appease the customer, but now that it has become excessive, we have changed our stance. The customer probably does not see it this way, so I can understand why they are upset. I hope that this explanation of the situation will help the customer understand what our return policy allows and why we feel the need to enforce it now when we were lenient on it before. I do not wish for the customer to be soured by this experience, and I am willing to settle this issue for them in any way possible within the confines our our store's policies. -- Erica R[redacted] Store Manager Disc Replay North Indy 5892 East 82nd Street Indianapolis, IN 46250 (317)578-1240
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I am not sastified with the response because when I went up there the explaintion made to me was. It was just a flat out I was told not to accept any returns from me. Not we won't return cash to you but you'll get it refunded in store credit, it was made out that all my sales were final
The customer's complaint is that we are not allowing them to return an item due to the frequency that they return items to our store. The issue here, from our perspective, is that the customer is abusing our return policy. Our return policy states: "Disc Replay guarantees all merchandise to...
play like new. Items found to be defective may be exchanged for the identical item provided a receipt is present. If the identical item is not in stock, then the defective item may be exchanged for store credit only. No other returns or exchanges are permitted. Electronics may be exchanged within 30 days. The original sales receipt and a valid state photo ID are required for all returns. No cash returns." Essentially, our return policy covers defective items only. However, on multiple occasions we have allowed this particular customer to return items that weren't defective. They have returned items that they just decided they didn't want or need anymore, and to accommodate them and not lose them as a customer, we have allowed them to return non-defective items. However, this has happened too many times, to the point where it is becoming inconvenient for us to continue to bend the rules for this particular customer. I had informed my employees to not accept returns from this individual unless the item being returned was truly defective, i.e. following our return policy directly as stated. Had the customer returned the Apple TV in question because it did not work in any way, we would have absolutely allowed him to return it for a similar item or store credit to use on anything else. What I did not want to allow was simply any deviation from our return policy as it was stated on the customer's receipt. I understand that from the customer's viewpoint this is frustrating and seems unfair. Maybe it was wrong of us to allow them to return items outside the limitations of our return policy in the first place, as this would have set the precedent that they could return any item they wished for any reason. We were bending the rules to appease the customer, but now that it has become excessive, we have changed our stance. The customer probably does not see it this way, so I can understand why they are upset. I hope that this explanation of the situation will help the customer understand what our return policy allows and why we feel the need to enforce it now when we were lenient on it before. I do not wish for the customer to be soured by this experience, and I am willing to settle this issue for them in any way possible within the confines our our store's policies. -- Erica R[redacted] Store Manager Disc Replay North Indy 5892 East 82nd Street Indianapolis, IN 46250 (317)578-1240
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I am not sastified with the response because when I went up there the explaintion made to me was. It was just a flat out I was told not to accept any returns from me. Not we won't return cash to you but you'll get it refunded in store credit, it was made out that all my sales were final