Sunbird Shopping Center

My name is *** *** I'm the Store Manager of Sunbird Shopping CenterWe are a department store that offers clothing, shoes, hardware and a selection of sporting goodsOur posted return policy is as follows: 1) Refund or exchange merchandise within days of purchaseMerchandise, packaging
and labels must be returned in condition sold2) Refunds with original sales slip3) Manufacture warrantee may apply to defective merchandise being returned
I was called to the front by the clothing clerk who originally responded to the return of a pair of *** Hip Waders size The customer complained that the waders were the wrong size for her husbandThe condition of the waders was wet and muddyThe clerk explained that there was nothing wrong with them other than she had purchased the wrong sizeI looked at the wader and came to the same conclusionAt that point the customer responded by telling me that my cashier told her at the time of sale that she could bring them back in any condition
I looked again at the receipt that she handed me. The cashier that sold those waders has been working for me for yearsThis cashier knows Sunbird return policy inside and outdon't believe for one second that she would tell anyone anything but "the policy". So now at this point the customer (Mrs***) was now trying to back me in a cornerI told her "no" that the waders are hers, possibly her husband could try a thicker pair of socks to help with the fitThe customer gave up and stormed out of the door swearing vowing I was going to have "deal with her husband"
About a week later I received a phone call from *** *** regarding this customer and her wadersI explained the situation to him that they were not defective and they been wornShe wanted a new pair in different sizeThe representative for *** asked me what I thought *** should doI told him that at this point we had done our job by not accepting a non-defective item and *** could handle the situation from this pointI also communicated to the rep that we did not want the customer back in the store on this issue because of the disruptive behavior we experienced
About a week later the customer came back with a new pair of *** Hip Waders size demanding that I refund her moneyI said "no" she explained to me that the waders were defective and that I didn't do my job and refund her money on her first visit to the storeI asked her since she convinced *** to give her a new pair why didn't they exchange the size? She did not answer but left cussing/swearing
Later that evening she called the store demanding to speak to someone other than myselfThe closing manger explained that that there wasn't much help he could offerThe very next day, her husband came in to the store with *** Boot foot Wader size and the original receiptHe was contacted by the shoe department clerk at the front counterThe return was approved and her husband left the store with his cash refund
In closing, the Sunbird Shopping Center has been in business for yearsOur track record with the Revdex.com speaks for itself through the yearsI feel that Sunbird did what our policy states on non-defective items by not returning this item
Sincerely
*** *** Store Manager