That 'the customer is always right' mindset is ruining retail for everyone

I used to think bending over backwards for customers was just part of the job. But after 6 months at a clothing store in Portland, I watched a lady demand a refund on a dress she'd clearly worn to a wedding and stained. My manager gave her $80 back no questions asked. That same week, two other regulars saw this happen and started bringing back worn stuff too. Now I'm convinced this policy just rewards bad behavior and makes workers miserable. Has anyone else seen a store actually enforce a firm no refunds rule and survive?

2 comments

2 Comments

hollyg5916d ago

I actually read a really interesting piece from a local business consultant who argued that "the customer is always right" was NEVER meant to apply to things like refunds and returns. It was originally about customer preferences in retail, like if someone wants a blue shirt instead of a red one. Some stores around here in Portland have switched to a limited return policy with 14 days on unworn items and honestly they seem fine. It just takes the store having the guts to say no to people like that wedding dress lady.

terrybennett16d ago

Yeah I totally get what you mean. @hollyg59 is spot on about that original meaning, I heard about that too. Honestly, the wedding dress lady thing cracks me up because I'd probably be the one to accidentally stain my own dress and then try to return it too. My girlfriend always says I'm a walking disaster with clothes, so maybe they should just ban me from every store with a generous return policy. But seriously, it just takes one manager with a backbone to say no and suddenly the store isn't losing money on people who treat returns like a free rental service.