This past weekend i attempted to return a gift that my step-daughter received for her birthday at Target, without a receipt. In most cases, if a company takes a return without a receipt, it is usually for the current retail value of the item. Apparently, I have never returned anything at Target without a receipt, because I was informed that although it was $31, I will only get a $25 credit, since at one point it was on sale. To be honest, I think this is a great return policy. I worked in retail management for years and nothing is more frustrating than taking back items without a receipt (granted in my experiences, they were usually stolen). My problem with this situation is that they could not provide this policy in writing. I asked was to see it in writing, and I was told to go online, and if i had a problem with the policy, they could always refuse to take back the item all together. Needless to say, this isn’t over.
Working on my revenge has brought up a lot of my retail resentment and I decided to channel that into a list of tips for the retail customer. These tips are meant to help you get what you want without compromising your integrity. Remember, customer service professionals are people who deserve to be treated with respect… however, if they are complete assholes they deserve to pay for being dicks.
Dani Logan’s Tip’s For The Retail Customer
1. Always ask to speak to a manager.
If you have an issue that has to do with quality or cost, ask to speak to a manager. A customer service rep has no authority to grant discounts or wave store policy.
2. Don’t ask them to check in the back.
If you are in a store and they don’t have anymore of the item that you are looking for, ask for assistance. If they do not offer to check in the back, they believe that they do not have the item in stock. Don’t insist that they check the back after they tell you that they do not have it, you are just giving them an opportunity to check their texts and have a snack.
3. Don’t be an asshole to people who have access to your personal information.
This one always blew me away. I worked for a company that required you to place orders for large items. We would take down customers phone and address information. On top of that, we were able to look up transactions on the back end that contained full credit card numbers. So, why in your right mind, would you ever be a dick and threaten someone who has direct access to your personal information. The closet I ever came to using personal information was when I was contemplating sending Christmas cards to customers. I had planned on wishing them a Happy Holiday/ you are an asshole Happy New Year. Unfortunately, I never followed through.
4. Get off your cell phone.
I made it a point to avoid the cash wrap if the person waiting was on their cell phone. It is rude and disrespectful. On time I had a woman standing at the cash wrap for a good 10-15 min, who wanted to exchange candles. She got tired of waiting and switched them out herself. I chased her down to inform her that we had to do a transaction. She said she was waiting (still on her phone), I informed her that I wanted to give her time to finish her phone call, and that the candles she was purchasing cost more than the ones she was retuning, therefore she was stealing. That was when she got off the phone.
5. The price displayed is what you pay.
If the cost of an item is more than what it is marked, by law you should receive said item for the lowest marked price. The other side of this is, always read the sales signs. They are specific for a reason, don’t try to get a discount on something because there was a sales sign 2 ft away from it. Read the sign!
6. If you are going to complain don’t call the 1-800 number.
We all know that if you call the customer service line for a big box retailer you will most likely end up speaking to someone in another country. If this is the case, then you have a better shot at getting your way by tracking down the district/regional managers information.
7. Most service professionals hate you.
Please remember that it truly sucks to work retail. You get shitty wages, people are trying to steal from you- then returning those stolen items on a daily basis, the hire ups keep pushing their shitty strategy on you since regardless of the economy you are expected to make your numbers, and you are forced to convince people to buy things they don’t need. On top of all that you get treated like shit by the public since it is your job to serve them.
8. The nicer you are, the better service you will receive.
My 7th grade English teacher taught me that, “you get more with sugar, than you get with shit.” The nicer and more understanding you are, the more likely a manager will be willing to bend a policy. Also, if you are a repeat customer, you want to be remembered for being a sweetheart, not an asshole. You will receive much better service.
9. It is OK to call customer service when you have a great shopping experience.
This one really gets me. People are so quick to write and angry letter when they get terrible service (me included). But, how many people send letters to corporate when they receive exceptional customer service? I make it a point to send letters and inform managers when I receive good service. It sucks to work in an industry where you only get personal attention when someone doesn’t like you.
10. The can always make an exception.
This is a big one, because it is true. A manger can always break a “rule” if they want too. Whether or not they want to, comes down to two situations. One being that you are very nice and understanding and you ask if they would be willing to make an exception for blah blah blah reason. The other is you become such a bitch/asshole that they make the exception so you will go away. Unfortunately, it will usually come down to the second scenario. But, at least try to be nice before you become a dick. It also helps if you have a legit reason for being upset.