I needed to return some drapes I had purchased from Ross 30 days prior. The drapes were in the same packaging and condition as the day they were purchased and I had the receipt. I expected a quick and painless return experience but that wasn't the case. Instead, I received obstinate refusal to honor their terms and conditions and a pejorative command to return things within 28 days.
This is how the interaction played out. Note that I'm normally a pretty laidback and patient person and it takes a bit for me to become visibly agitated. There were three employees involved in this incident: Original Cashier (OC), the Neighboring Cashier (NC), and the Manager (M).
OC: As I pulled 3 sets of drapes out and showed my receipt, she smiles and laughingly says, "None of them worked for you?"
Me: Laughing, "Well, I purchased 4 sets, so the last one did."
OC: Starts to process the return and requests my ID. "I'll just need your ID to process the in-store credit."
Me: "I thought the return policy was 30 days...I think today is day 30."
OC: "Well, the system is saying it's past the deadline. It's actually 29 days and it's been like this for years."
Me: I pick up the receipt that's on the counter and read the return policy where it clearly states 30 days. I notice the NC glance over and shake her head at the OC.
OC: "I'm sorry, the system won't allow me to change it. That's just the way it is."
Me: "I'm sorry, that's not right. The policy is 30 days and today is the 30th day. Is there a manager that can help?"
OC: "She" - nodding to NC - "is the manager and can't do anything either."
Me: "That's unacceptable. I won't accept in-store credit when the policy clearly states 30 days and today is the 30th day."
NC: With irritation, to OC, "Well, what time did she buy it?"
OC: Showing the receipt, "A little after 4pm."
Note: It was 4:30 pm.
NC: Moving from her spot to look at the merchandise to be returned, "Well, what's even wrong with them?" she asked with a snotty attitude, and immediately returned to her register without heeding my response.
Me: I don't like her tone or the behavior she's modeling to the younger OC, but I'm trying to keep my cool. "They didn't work out. There's absolutely nothing wrong with them."
NC: While facing and helping another customer, she pejoratively quips, "Well, I'll do it this ONE time, but only ONCE." Looking over her shoulder and glaring at me, she snaps, "But next time you have to return it at, like, 28 days."
Me: She'd gotten under my skin. I quickly retort, "The policy says 30 days, NOT 28 days." Internally, I'm thinking that I shouldn't feel bad about my response because it was merited, but I'm aware of the growing line behind me.
OC: I can tell her attitude has changed as she calls for the (actual?) manager to come override the transaction. She tells me again that the "system has been like this for years..."
Me: "I'm not upset with you. I understand that the system is currently putting you in a difficult situation, and I'm sorry about that. I'm upset with the situation. It does seem unreasonable if Ross' policy is EXACTLY 30 days and not a minute over, though."
OC: "Well, it's been this way for years so next time you have to remember it's 28 or 29 days," echoing the same snotty tone that NC had modeled.
I keep my mouth shut.
M: Pleasantly approaches desk and asks if it's been more than 30 days.
Me: "It's been exactly 30 days." ... I watch as M proceeds with processing but appears to be creating an in-store credit card. "Wait, I thought we determined I'd be refunded?"
M and OC: "You are, we just need to do a media exchange."
OC remains quiet throughout the rest of the interaction and M is quiet but pleasant. She warmly thanks me and tells me to have a nice afternoon, completely unaware of the earlier "battle" that led to the resolution.
The battle and tension stick with me, though, because neither are normal for me. I feel the agitation while I'm driving to my next commitment and even when I'm engaging in an entirely different situation.
And THIS - the after/side-effects of poor customer service - is what the real issue is. It's the ripple effect. I observed the rippling influence between the NC and OC in real-time and I was acutely aware how the interaction impacted my own state of mind. I'm fortunate to be pretty self-aware and in-tune with my body+mind, and I'm usually capable of self-regulation. But not everyone is all the time, and seemingly insignificant incidents such as what I spelled out can be the breaking point between rational and irrational behavior. read more
