# Dear Customer, we get many customers weekly who think their situation warrents us eating $20 to $100 **URL:** \ **Category:** The BBQ Pit\ **Created:** [August 31, 2013, 2:23am UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630 "2013-08-31T02:23:17Z")\ **Posts on this page:** 20\ **Page:** 6
**Author:** ![cosmosdan](https://avatars.discourse-cdn.com/v4/letter/c/a6a055/32.png) [@cosmosdan](https://boards.straightdope.com/u/cosmosdan)\ **Post date:** [September 4, 2013, 3:38am UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/101 "2013-09-04T03:38:04Z")
> [@Wolf333](#): > > Wow, drachillix, some of those seem oddly familiar. > > We had a lot of customers trying to return items under warranty for accidental damage; cracked screens, fluid damage, and in one extreme case, ran over by a lawnmower (they literally brought in a plastic bag full of iPhone bits and grass). These folks always angrily say that we “aren’t standing behind our products”. We had some guys buy a keyboard that they put on top of other equipment in their truck. The keyboard slid off the gear and onto the highway as they were driving. They brought back the pieces and tried to return them. One young man bought a cheap electric guitar case. One no thinking person would put his guitar in and then baggage check on a flight, but he did. Luckily the guitar surviced but the case looked like it had been thrown down a flight of stairs and jumped on. The airline refused to cover it because it never should have been checked. He brought it back and tried to return it. Told me to go F myself when I refused. ---
**Author:** ![cosmosdan](https://avatars.discourse-cdn.com/v4/letter/c/a6a055/32.png) [@cosmosdan](https://boards.straightdope.com/u/cosmosdan)\ **Post date:** [September 4, 2013, 3:54am UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/102 "2013-09-04T03:54:32Z")
> [@drachillix](#): > > I own a computer shop, I can answer the reason behind this. > > One of the things about high markup small items is also this…every transaction has an attached cost in man hours and overhead Yep. Most customers have no real grasp on whatn profit margin is needed to keep a business open and pay overhead , wages, and all the other expenses. We buy used music gear to resell. People often want all , or nearly all the value of the item and we have to explain that we only want it to resell. I can’t give you $400 if I can only sell it for $400. But it’s worth $400. If you want that you need to deal with the hassle of selling it yourself. One young man asked me “So you’re going to give me $50 then turn around and sell it for $100?” “Maybe that, or less,…That’s what we do,… resell.” “Well you could at least be fair”" “The fair part is I make you an offer and you get to say yes or no” One nice man had a mixing board that would sell for around $600 and wanted $450 for it. “Isn’t $150 enough profit for you?” he asked. If I knew for certain I would sell it tomorrow and wouldn’t have to repair anything it would be, but I can’t know that so I can’t offer that much. > [@](#): > > On a happy note…I am currently involved in a situation where I was able to remote access a computer that had recently been stolen from one of my customers…and screenshot the FB account of the guy using it. 😃 we shall see where that goes. Will post details of that story as it unfolds. I’ll look forward to reading that one. We’ve been fortunate enough to revcover some stolen instruments for people. A couple of times the culprit was arrested in the store. ---
**Author:** ![cosmosdan](https://avatars.discourse-cdn.com/v4/letter/c/a6a055/32.png) [@cosmosdan](https://boards.straightdope.com/u/cosmosdan)\ **Post date:** [September 4, 2013, 4:17am UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/103 "2013-09-04T04:17:45Z")
[QUOTE] > [@Jackmannii](#): > > I quoted another poster who mentioned “within six weeks” as a time frame during which he expected to be able to return defective goods to the store, rather than having to hassle with the manufacturer on the warranty. I indicated that an item which proves defective on initial use should be returnable to the store (and that’s certainly within six weeks - in fact, I also agree that an expensive item that breaks down anytime within a six week period should be returnable to the store as well) . Now you’re just making things up. Go back and read it again. That’s not what happened. I wish when posters made some minor error they could just admit it and move on rather than feel the need to mount some silly defense. > [@](#): > > Which brings me back to wondering why your store apparently doesn’t have an unambiguous policy on returns which is made abundantly clear to purchasers. WHo said we didn’t? Here you are again assuming something that isn’t in any posts. 1. Many customers don’t read a a plainly posted sign about return policies. 2. The customers being discussed here are generally the ones who don’t think the policies ought to apply to them. ---
**Author:** ![BigT](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/bigt/32/12044_2.png) [@BigT](https://boards.straightdope.com/u/BigT)\ **Post date:** [September 4, 2013, 11:24am UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/104 "2013-09-04T11:24:52Z")
[quote=“cosmosdan, post:103, topic:667630”] > [@](#): > > . > > Now you’re just making things up. Go back and read it again. That’s not what happened. > > I wish when posters made some minor error they could just admit it and move on rather than feel the need to mount some silly defense. As far as I can tell, he thinks it’s reasonable to think you can return something to a retailer and have the retailer return it to the manufacturer. He thinks that, if this is not the case, you should state so upfront. I fail to see how his “minor error” detracts from this, and I honestly thought you were fishing for things that he said wrong. > [@](#): > > WHo said we didn’t? Here you are again assuming something that isn’t in any posts. > > 1. Many customers don’t read a a plainly posted sign about return policies. > > 2. The customers being discussed here are generally the ones who don’t think the policies ought to apply to them. You did. The fact that he mentioned it several times while asking and not once did you say you did. And, once again, you didn’t say that you did. In fact, you look like you specifically tried to avoid making a clear statement. Yes, you may have a clearly stated return policy, but the more you avoid saying it, the more likely it becomes that you do not. It is not unreasonable for him to think you don’t based on your lack of clear response so far. * * * I also happen to agree. It isn’t reasonable to expect people to know you can’t return something to the store if it is under any form of warranty. The reasonable response is just to tell them that they have to contact the manufacturer, not to get angry at them. Sure, it’s reasonable to get angry if they act like an asshole after being told this, but, then, you’re really mad at them for being an asshole, not for trying to return something. I also think the store owner who damaged a guitar to get even with a customer is a douche. And what he actually did was admit to the customer that he was right–the guitar wasn’t worth that much money to him. If he actually thought he was losing $1600 from what he did, he could have lost a lot less money and have sent the exact same “I do not ever want to deal with you again” message by just kicking him out of the store. If that store owner doesn’t regret what he did in anger, he’s a complete idiot. ---
**Author:** ![Jackmannii](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/jackmannii/32/311_2.png) [@Jackmannii](https://boards.straightdope.com/u/Jackmannii)\ **Post date:** [September 4, 2013, 12:17pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/105 "2013-09-04T12:17:57Z")
> [@cosmodan](#): > > WHo said we didn’t? Here you are again assuming something that isn’t in any posts. > > 1. Many customers don’t read a a plainly posted sign about return policies. This is the first statement I’ve seen that suggests your store has a posted policy. What does it say? And since you said earlier “we try to be flexible with policies” and that your store “usually” takes back items returned within 30 days, it doesn’t seem like it would be that “plain” to customers what you will and won’t do. Maybe it would be better to remedy that instead of bitching about how clueless customers are. ---
**Author:** ![Chimera](https://avatars.discourse-cdn.com/v4/letter/c/8e8cbc/32.png) [@Chimera](https://boards.straightdope.com/u/Chimera)\ **Post date:** [September 4, 2013, 12:57pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/106 "2013-09-04T12:57:52Z")
> [@Wolf333](#): > > These folks always angrily say that we “aren’t standing behind our products”. Always hated that one, on any product. “Sir, there isn’t a phone in the world made to stand up to a lawnmower. At some point you need to take responsibility for the fact that YOU destroyed your phone. It wasn’t a product defect, it wasn’t a manufacturing defect, it isn’t someone elses fault or someone elses responsibility, and it isn’t covered under any warranty on the face of the Earth.” Likewise with computers in swimming pools or ‘falling out of moving vehicles’. :rolleyes: ---
**Author:** ![MsWhatsit](https://avatars.discourse-cdn.com/v4/letter/m/eb8c5e/32.png) [@MsWhatsit](https://boards.straightdope.com/u/MsWhatsit)\ **Post date:** [September 4, 2013, 1:05pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/107 "2013-09-04T13:05:08Z")
> [@Jackmannii](#): > > Maybe it would be better to remedy that instead of bitching about how clueless customers are. I am enjoying his bitching about clueless customers a lot more than I am enjoying your nitpicking, FTR. ---
**Author:** ![Mr.Miskatonic](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/mr.miskatonic/32/310_2.png) [@Mr.Miskatonic](https://boards.straightdope.com/u/Mr.Miskatonic)\ **Post date:** [September 4, 2013, 1:27pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/108 "2013-09-04T13:27:08Z")
I once had a guy buy a camera tripod and returned it later demanding we not only accept the return on the tripod but that we should also cover the cost of the camera that was broken when his hyperactive, unsupervised child ran into the tripod and knocked it over. ---
**Author:** ![cosmosdan](https://avatars.discourse-cdn.com/v4/letter/c/a6a055/32.png) [@cosmosdan](https://boards.straightdope.com/u/cosmosdan)\ **Post date:** [September 4, 2013, 2:02pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/109 "2013-09-04T14:02:01Z")
> [@BigT](#): > > As far as I can tell, he thinks it’s reasonable to think you can return something to a retailer and have the retailer return it to the manufacturer. He thinks that, if this is not the case, you should state so upfront. I fail to see how his “minor error” detracts from this, and I honestly thought you were fishing for things that he said wrong. I understand what he wrote. The problem was he jumped into a conversation and got the time frame significantly wrong. When I pointed it out ,rather than a simple “whoops my bad” or answering the direct question I asked he decided to hedge and claim things were fuzzy. > [@](#): > > You did. BS, I never did. > [@](#): > > The fact that he mentioned it several times while asking and not once did you say you did. And, once again, you didn’t say that you did. In fact, you look like you specifically tried to avoid making a clear statement. He mentioned it once in a snaky way : “hint” and then immediately thought it was apparant we didn’t have one. He never asked a direct question, but did ignore the direct question I asked him. So, yes, it’s unreasonable. How about the concept of asking a direct question rather than assuming something not in evidence? I prefer that and think it leads to clearer communication. Quite the revolutionary idea huh? * * * I also happen to agree. It isn’t reasonable to expect people to know you can’t return something to the store if it is under any form of warranty. The reasonable response is just to tell them that they have to contact the manufacturer, not to get angry at them. Sure, it’s reasonable to get angry if they act like an asshole after being told this, but, then, you’re really mad at them for being an asshole, not for trying to return something. I also think the store owner who damaged a guitar to get even with a customer is a douche. And what he actually did was admit to the customer that he was right–the guitar wasn’t worth that much money to him. If he actually thought he was losing $1600 from what he did, he could have lost a lot less money and have sent the exact same “I do not ever want to deal with you again” message by just kicking him out of the store. If that store owner doesn’t regret what he did in anger, he’s a complete idiot. [/QUOTE] ---
**Author:** ![cosmosdan](https://avatars.discourse-cdn.com/v4/letter/c/a6a055/32.png) [@cosmosdan](https://boards.straightdope.com/u/cosmosdan)\ **Post date:** [September 4, 2013, 2:14pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/110 "2013-09-04T14:14:52Z")
> [@](#): > > I also happen to agree. It isn’t reasonable to expect people to know you can’t return something to the store if it is under any form of warranty. The reasonable response is just to tell them that they have to contact the manufacturer, not to get angry at them. Sure, it’s reasonable to get angry if they act like an asshole after being told this, but, then, you’re really mad at them for being an asshole, not for trying to return something. missed this; Maybe you can stop assuming things as well. I don’t expect people to automatically know the difference between a manufacturers warranty and a store’s return policy. The responsible ones ask at the time of purchase I don’t get angry at decent customers who bring in return and don’t know. I politely explain their options. What I do mind, and what this thread is about, is those few customers who think we are assholes because they don’t like the reality of that difference and think the store should just eat the expense so they are never ever inconvenienced. ---
**Author:** ![Sam\_Lowry](https://avatars.discourse-cdn.com/v4/letter/s/e95f7d/32.png) [@Sam\_Lowry](https://boards.straightdope.com/u/Sam_Lowry)\ **Post date:** [September 4, 2013, 9:36pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/111 "2013-09-04T21:36:25Z")
> [@Lynn\_Bodoni](#): > > There’s not a LOT of people who do this, but it happens on a regular basis. After all, if it works, then hey, free or discounted stuff, and if it doesn’t work, there’s no downside, can’t be arrested for it (or at least I don’t think you can be arrested for it) or any other penalty, other than the clerks will give you the hairy eyeball when you come in. So what have they got to lose? That’s good to know that it’s not a lot of people who do this. And I guess it makes sense that it does happen regularly, since it isn’t illegal, just scummy. ---
**Author:** ![Maserschmidt](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/maserschmidt/32/18829_2.png) [@Maserschmidt](https://boards.straightdope.com/u/Maserschmidt)\ **Post date:** [September 4, 2013, 11:10pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/112 "2013-09-04T23:10:15Z")
My wife managed a high-end china/cookware shop near Fort Worth’s fashionable neighborhood. More than once someone bought china or silver to “see how it looks with the rest of the service”, only to return it a few days later smelling of dishwasher detergent or even a bit dirty. The owner made her take them back so the customers would return to buy other stuff…maybe a reasonable business model, but it pissed my wife off anyway. ---
**Author:** ![cosmosdan](https://avatars.discourse-cdn.com/v4/letter/c/a6a055/32.png) [@cosmosdan](https://boards.straightdope.com/u/cosmosdan)\ **Post date:** [September 5, 2013, 1:43pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/113 "2013-09-05T13:43:00Z")
> [@Jackmannii](#): > > This is the first statement I’ve seen that suggests your store has a posted policy. you have zero reason to expect such a statement. It’s pretty standard practice for any merchant to post a sign detailing their return policy. Instead you chose to wrongly assume one wasn’t there because I don’t reply to pissy little snark remarks. Pretty foolish. > [@](#): > > What does it say? I tend not to answer questions for posters who decide to avoid mine. > [@](#): > > And since you said earlier “we try to be flexible with policies” and that your store “usually” takes back items returned within 30 days, it doesn’t seem like it would be that “plain” to customers what you will and won’t do. Maybe it would be better to remedy that instead of bitching about how clueless customers are. Look you weaselly little dolt, this is the PIT! What the hell did you expect beside bitching? Your assumption that posting a sign that few shoppers read will avoid most issues shows you know squat about the realities of retail. Most customers are fine and many are a real pleasure to deal with. When you deal with hundreds of customers a certain % are various degrees of entitled jerks who don’t care about posted policies or polite explainations. That’s what this thread is about, because sometimes a person just wants to vent. I don’t know what your game is. Perhaps a problem with reading comprehension, or valuing your uninformed opinion far to much. Maybe being pissy and snarky to other posters is your form of entertainment, It doesn’t matter. I have no patience or interest in your brand of nonsense. Sod off until you learn to communicate like an adult. ---
**Author:** ![Kimballkid](https://avatars.discourse-cdn.com/v4/letter/k/b5a626/32.png) [@Kimballkid](https://boards.straightdope.com/u/Kimballkid)\ **Post date:** [September 5, 2013, 2:24pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/114 "2013-09-05T14:24:36Z")
> [@cosmosdan](#): > > Your assumption that posting a sign that few shoppers read will avoid most issues shows you know squat about the realities of retail. In my experience in retail, shoppers read what they want to read and nothing else. Put the word ‘FREE’ on the sign and I’ll guarantee they’ll read it. 🙂 As far as **Jackmanii** is concerned, I’d be willing to bet he’s never worked retail or with the general public in his life and it’s these people that seem to think they know about it better than the people who actually do it day in and day out. ---
**Author:** ![Count\_Blucher](https://avatars.discourse-cdn.com/v4/letter/c/c5a1d2/32.png) [@Count\_Blucher](https://boards.straightdope.com/u/Count_Blucher)\ **Post date:** [September 5, 2013, 3:59pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/115 "2013-09-05T15:59:53Z")
> [@Wolf333](#): > > and in one extreme case, ran over by a lawnmower (they literally brought in a plastic bag full of iPhone bits and grass). These folks always angrily say that we “aren’t standing behind our products”. If only you could have said, “Hey, it was your Toro. Why do you expect us to deal with that Bull…?” 😛 ---
**Author:** ![April\_R](https://avatars.discourse-cdn.com/v4/letter/a/3da27b/32.png) [@April\_R](https://boards.straightdope.com/u/April_R)\ **Post date:** [September 5, 2013, 7:42pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/116 "2013-09-05T19:42:41Z")
> [@Morgenstern](#): > > If you use your credit card for the purchase you have an avenue or recourse against those merchants when a product is defective or doesn’t live up to it’s expectations. It’s easier than fighting with the store or the company. I don’t know if ALL credit cards are like this, but many are. They all are. It’s called a chargeback, and costs all merchants $15-$30 dollars every time a customer files a charge back complaint with their credit card issuer whether the credit card company finds in favor of the customer or the merchant. Sucks for merchants, espcially if the cost of the disputed item is less than the cost of the chargeback ---
**Author:** ![cosmosdan](https://avatars.discourse-cdn.com/v4/letter/c/a6a055/32.png) [@cosmosdan](https://boards.straightdope.com/u/cosmosdan)\ **Post date:** [September 6, 2013, 12:41am UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/117 "2013-09-06T00:41:26Z")
> [@Kimballkid](#): > > In my experience in retail, shoppers read what they want to read and nothing else. Put the word ‘FREE’ on the sign and I’ll guarantee they’ll read it. 🙂 > > As far as **Jackmanii** is concerned, I’d be willing to bet he’s never worked retail or with the general public in his life and it’s these people that seem to think they know about it better than the people who actually do it day in and day out. And the signs have to leave little room for interpretation or they will assume the wrong thing and then bitch that it’s purposely misleading. Fairly often they read half a sign, or just the big letters and don’t get it. One lady brought something to the counter and when I rang it up she said The sign said these are $X. I looked over. You mean that sign over there that I can read from here and says a totally different item. She read the price and never bothered to read which item the price went to. ---
**Author:** ![Jackmannii](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/jackmannii/32/311_2.png) [@Jackmannii](https://boards.straightdope.com/u/Jackmannii)\ **Post date:** [September 6, 2013, 12:55am UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/118 "2013-09-06T00:55:35Z")
> [@Kimballkid](#): > > As far as **Jackmanii** is concerned, I’d be willing to bet he’s never worked retail Correct. My viewpoint is that of a consumer. Quite likely if I had worked a considerable time in retail (especially if I had little aptitude for it and/or hated it) I’d have the same parade of gripes, resentment and contempt for “the general public” that a number of posters have displayed here. > [@cosmodan](#): > > I tend not to answer questions for posters who decide to avoid mine. Dunno what you think I’m “avoiding”, but it’s revealing that you can’t or won’t answer a simple question about what your store’s return policy is. Based on your repeated evasions, it’s likely no set policy actually exists and you prefer going on a case-to-case basis, depending on your mood and whether you like the customer or not. ---
**Author:** ![cosmosdan](https://avatars.discourse-cdn.com/v4/letter/c/a6a055/32.png) [@cosmosdan](https://boards.straightdope.com/u/cosmosdan)\ **Post date:** [September 6, 2013, 12:00pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/119 "2013-09-06T12:00:56Z")
> [@Jackmannii](#): > > Correct. My viewpoint is that of a consumer. Quite likely if I had worked a considerable time in retail (especially if I had little aptitude for it and/or hated it) I’d have the same parade of gripes, resentment and contempt for “the general public” that a number of posters have displayed here.Dunno what you think I’m “avoiding”, but it’s revealing that you can’t or won’t answer a simple question about what your store’s return policy is. Based on your repeated evasions, it’s likely no set policy actually exists and you prefer going on a case-to-case basis, depending on your mood and whether you like the customer or not. Demonstrating that your powers of deduction are as piss poor as your ability to comprehend simple written english. ---
**Author:** ![April\_R](https://avatars.discourse-cdn.com/v4/letter/a/3da27b/32.png) [@April\_R](https://boards.straightdope.com/u/April_R)\ **Post date:** [September 6, 2013, 1:40pm UTC](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630/120 "2013-09-06T13:40:46Z")
Just to clear up some things for some posters in this thread wbo may not live in the United States, when a customer purchases an item in most retail stores they also have the option to purchase a warranty from the manufacturer of that item. That warranty is an agreement between the customer and the manufacturer of the item, not the retail store. If the store does have to take back an item, they will generally write it off as a loss. The store does not have the authority or the means to issue a product back to the customer in exchange for the warranty product. The store can choose to give the customer a credit or exchange for a similar item, but then the store will be taking an additional loss because it would be literally giving away free stuff. We did this all the time at the VA when I worked in the retail store and with the office manager for them, and we had about a hundred thousand dollars in loss each year because we would take back electronics and clothing and all sorts of items that we were not able to get anything back from even if we did try to return it to the manufacturer. We wrote it off as a loss and we lost big time! This is not an option for private retailers; we were a government retail entity and basically we could waste money and would never go out of business. [Previous page](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630.md?page=5) [Next page](https://boards.straightdope.com/t/dear-customer-we-get-many-customers-weekly-who-think-their-situation-warrents-us-eating-20-to-100/667630.md?page=7)