yesterday a customer came in wanting a refund for a mug she'd "recently purchased".
when she pulled the mug out of her bag and set it on the counter i instantly knew i was going to get a blog post out of it.
"ma'am," i said politely when i saw she was returning a christmas mug - from LAST year, "i'm sorry but i can't give you a refund for that."
"but i have the receipt right here!" she informed me and pulled out piece of paper.
it was one of those moments where you don't know whether to laugh or be insulted. the piece of paper she handed me had the words "ONE MUG - 5 DOLLARS" sloppily scrawled on it.
"ma'am, i'm sorry but this isn't one of our receipts." i told her as i handed back the homemade receipt.
"but i don't want the mug anymore." she pushed the paper back towards me.
"i can't refund your money, i'm sorry." i was still being polite, but i could tell she was getting ready to fight me. "i can't give you store credit, either."
"but it's one of your mugs!" her voice getting higher in pitch. "look - it even has the mermaid on it!" she pointed to the bux logo on the mug.
"yes, it is a mug we sold LAST christmas, and even if you did have a reciept from one of OUR stores, i still wouldn't be able to take it as a return."
"but why not?" she was back to being clueless again. "i don't want it anymore."
"ma'am," i said slowly hoping she'd actually listen to me this time. "we only give refunds if you have a VALID receipt and you bring it back within thirty days - "
"so give me store credit!" she interrupted me.
it's at this time i pull the 'ole "blame it on the computer" excuse.
"i'd love to give you credit, but you see the COMPUTER won't let me. it doesn't recognize the sku number on the mug since
this is from last year. there's NOTHING i can do about it."
she wasn't happy, but she quit arguing with me. of course, for "her troubles" she wanted a free pound of coffee.
barista rant: i'm speechless. you ordered your white mocha at 180 degrees. you even reminded me twice to make sure your drink was "beyond hot". so when i handed you your extra hot white mocha, you took a sip and made a face. then you complained that i made your drink "too hot". i'm sorry? if you don't want a 180 degree drink, then don't ask for one!