Both scenarios are real, personally witnessed by me.
Scenario I
Customer is at the merchandise return area at a large national electronics retailer attempting to return a clearly unused $1400 laptop. Both the laptop package, and a large sign above the clerk's head proclaim that the return period for this type of device is 14 days. The customer is attempting to return the product on the 16th day, citing lack of transportation to explain his inability to get to the store within the 14-day period.
The clerk firmly refuses to process the return. The customer requests to speak with a manager. The manager shrugs her shoulders and reiterates the company policy, pointing to the sign for emphasis.
Scenario II
A customer purchased two pair of pants, same brand and style, different colors, size L, from a national specialty sporting goods retailer. She tried on one of the colors. After returning home, she wore the other color pants a lot, and discovered they were much larger than the ones she tried in the store. She decided to return them, but no longer had either the receipt or the tags from the garments. She called the store to ask if she could return or exchange them. She was told that the company has a 100% satisfaction policy, and the garmets could be returned, no questions asked, even after 10 years.
Editorial:
I don't know about you, but I am pretty sure that the customer in scenario I is never going back to that store. I wouldn't. It is not worth losing a customer forever because of inflexible return policy, that does not allow for any extenuating circumstances. I am sure this particular merchant processes a bunch of bogus returns, but the manager should have the ability to make exceptions to the policy at her discretion.
I am equally sure that the second merchant has a loyal and enthusiastic following. Do they get bogus returns too? Probably. But they provide legitimate customers with unsurpassed service, and it would be hard for another retailer to steal those customers away.
Rapid Transit Cycles is not a national chain. We have one location in Wicker Park in Chicago. We depend on the loyalty of our customers. Our stated return policy on merchandise is 30 days. Have we accepted returns after 30 days? You bet. If any customer has a problem with their purchase or service, we would rather be the first to know about it. Any customer complaint is an opportunity for us to become better at what we do. We hope that if you come to us for products and services, we get it right the first time. But if we don't, please let us know.
Thanks.
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