Why does everyone think a refund means they get to keep the broken item?

I work returns at a big box store in Toledo, and this happens at least twice a week. A customer brings in a clearly used, broken blender, demands a full refund, and then tries to walk out with it after I process the return. Last Tuesday, a guy said, 'Well, you're just gonna throw it away, right?' Actually, no. For items under $50, we HAVE to send them back to the vendor for inspection, it's company policy. If they keep the item, it flags as a loss and comes out of our store's budget. I've had to literally step in front of the exit door before. It creates such a huge mess with our inventory. Has anyone else in retail had to explain this over and over?

3 comments

3 Comments

cameron5388d ago

But why can't they keep trash?

paulw877d ago

What, you think they're gonna build a modern art sculpture out of your busted toaster?

-2

jamie1018d ago

Ever try telling them it's basically evidence for the refund? I say the system needs the broken item to close the case. Usually stops the argument right there.