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I once saw a woman trying to return a steam cleaner (no box or receipt) that was clearly years old and used hard. Another man was trying to return a half blown up air mattress that I swear he dug out of a dumpster. It was filthy, old, and a brand they didn't even carry. People have some nerve.
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In one of my early retail jobs (I had many, coming from a retail small-business-owning family) Our manager related some of the customer service episodes he'd been involved in. One elderly man insisted on returning a lawnmower. The store didn't even SELL lawnmowers.
After trying to be reasonable and failing, he gave the guy credit for his lawnmower. He decided a happy customer was worth whatever store credit he had to write off.
On the one hand, I respect that attitude toward customer service and relationship management. On the other hand, that store is long since out of business.
Now, Please note the new commercial message that JC Penny is putting out there, with the aid of the lovely and talented Ellen DeGeneris, to attract customers: