Have you had a recent frustrating experience with a retail outlet? Well I had one today. For the last number of years I have been working in retail myself and wholly understand the issues and day to day operational considerations and constraints. So it’s not as if I’m an impatient shopper, as a matter of fact the opposite is true.
A few days ago, my wife purchased some clothes for the kids without them trying them on and confirmed with the sales assistant in this well known national brand store that it was OK to return the goods for refund if they did not fit. This was agreed to by the retailer and she promptly handed over her credit card and the transaction was done.
That evening, my kids tried the clothes on, the sizes were out and they did not fit. It was decided as my work was the closes to the store, I would pop out during the day and get the refund. Easy, I get a break out of the office and an opportunity to check on how other retailers in the area are doing.
So today, after the lunch rush I went to the store to organise the refund. There was no problem with processing the refund, so I handed my credit card over for it to be swiped. This is when the frustration kicked in.
As the assistant said to me, the card number on the receipt has to match the card number for the refund. That is company policy. So as I didn’t have my wife’s card there was no way the funds would be processed. Even though I held the original receipts and the products were all checked and verified the transaction could not be completed.
Now I understand the need for vigilance and security in a retail setting, but I was holding the original receipt and the goods that were listed on it. To me it seemed that this so called “company policy” was not instigated due to security but more so to discourage customers from returning goods that may not be appropriate. It was simply an inconvenience. Nothing else.
So to finalise this refund I have no choice than to come back at another time with my wife’s card to get it processed. This is where the hypocrisy comes into it. I am returning goods for a credit, and it’s not even my credit card… but that is supposedly OK cause that is the card that the original transaction was done on.
I think it’s just a way of making it difficult to return goods. Am I being too harsh in saying that this frustrating experience has put me of from shopping with this retail group again. Ever.
What is your opinion? Am I being pedantic? Over reacting? Too sensitive?
Let me know in the comments.