(At our store we have a policy of no refunds or exchanges. This is printed on each receipt, and is on a sign in six inch tall red letters above the cash registers)
Customer: I bought this Kate Spade bag here, and when I got home I looked it up and it isn’t real. Can I get a refund?
Me: Unfortunately, we don’t do returns or exchanges of any kind.
Customer: Even if the bag is fake?
Me: Yes. We have a sign that says that we do not do refunds, and its printed on your receipt.
Customer: But isn’t it illegal to sell fake goods?
Me: We are a thrift store, and we sell things that are donated to us. We price things based on quality and condition, and if it were a real bag it would have been more than six dollars.
I’m sorry for the inconvenience, though.
(The customer left. About thirty minutes later, she comes back, and my co-worker comes to get me.)
Coworker: That lady with the purse is back, and is threatening to call the cops on us if we don’t refund her money. She wants to watch me call (our boss) and explain the situation.
I called my boss to give him a head’s up, and my coworker called him again in front of the customer. He explained that it would only be illegal if we had claimed it was a real bag, and that no such claim was made. He did, however, authorize the refund…which resulted in the most resentful refund ever given.
Coworker: This is just a one-time thing, since this is against store policy.
Customer: Oh, don’t worry. I won’t be back.
Me: THANK YOU! Have a good night.