How many times have you heard the phrase "Wal-Mart will take anything back" - even an empty box!
There is even a half-page in our official Customer Service Training Guide that, when it boils down to it, states that if merchandise from other stores rings up at Wal-Mart, we have to take it back. Seriously.
I have taken back merchandise (a blender and toaster) that actually came with tape and pieces of the Dillards wrapping paper still on it. Same for JC Penney. Wal-Mart sells some of the same consumer goods, such as small appliances as these stores, so if you don't have the receipt, we don't know where you bought it. Of course, you only get the Wal-Mart price in the form of store credit. But that's better than a Dillard's store credit.
Anyway. This woman came up this week with a toothbrush holder. It was broken. Her story was that "The girl wrapped it in two plastic bags and still broke it."
Convenienly, the woman had lost the receipt from just three days ago - and managed to rip off the sticker from the bottom. (she was also accompanied by four boisterous little howler monkeys, one of whom kept hammering my debit reader with her doll, so I figure I know what happened with the toothbrush holder)
Said toothbrush holder didn't look like our merchandise, but I told the woman that without a receipt and without a UPC number, I couldn't return it unless she brought me up one exactly like it. She goes "Well, there weren't any more when I bought it."
Umm, and that is relevant to the discussion how? You think we don't restock? Especially if mint green toothbrush holders are such a hot commodity?
I tell her to bring me up another toothbrush holder, perhaps one right next to it on the shelf, so I can look up the vendor and figure out how much credit to give her. She sighs and rolls off, hellcats and howler monkeys in tow.
About 90 minutes later, she comes back. The buggy is nearly empty, so either she's been trying on clothes or has been waiting for me to leave. I ask for the other toothbrush holder.
"They didn't have one." Okay. Did you bring me any other toothbrush holder?
She says that there were no toothbrush holders at all back there. None. Okay. You're lying like a bad toupee woman, but I'll play this game if you want.
I turn the thing over to look again for any vendor marks or anything that might help me look it up in the computer. Then I see it. A tiny gold sticker on the bottom of the stopper that says "Manufactured for Kirklands." So yeah. She didn't buy that at Wal-Mart.
I unsheath my claws.
ME: "Ma'am, where did you buy this?"
HER: "At Wal-Mart."
ME: "At this store?"
ME: "And there are no more back there?"
ME: "And there aren't any more toothbrush holders of any kind back there? Nothing that could help us look up how much you paid for this or identify the vendor?"
HER "There aren't any more."
ME: "I'm sorry ma'am, but without your receipt and without the price sticker, we can't return this item for you."
HER: "Well I paid $6.99 for it. You better type that in and give me my money."
ME: "Ma'am, you're going to have to find your receit from Wal-Mart to return this item."
She knows I know. And she leaves.
She'd have done better off leaving the price sticker on. It's a 50-50 shot that way. At least we MIGHT have carried the item. Without a price sticker (of course, I'm sure the sticker said KIRKLANDS on it) we have to have the exact item from stock.
Are you really that desperate for $7?