I bought Chebbar a watch for Christmas (a nice watch, if I do say so myself - not extravagant, but nice). I purchased it on November 20th in order to take advantage of a sale that ended the next day. Now, is there a chance the watches would have gone on sale again before Christmas? Most certainly; however, I like to get my shopping done EARLY so I can avoid the
hounds of hell harried last-minute shoppers.
This purchase was made at one of the big box Canadian retailers; I worked at this particular store for *cough* a couple of years *cough*. The woman at the jewellery counter that night was one that I had worked with and know relatively well. There were two identical watches in the display case: I purposely chose the one with the little stopper on the dial to ensure the battery hadn't been running down as it sat there for lord knows how long. She
knew it was a Christmas gift and asked me if I wanted a gift box. When I got home, I tucked the receipt away safely lest Chebbar not like what I chose.
On Christmas morning, I was jazzed to find out that he liked it - it was too big, but that's an easy fix. He pulled the stopper out, set the time, and... sat there for a bit, waiting for the damned second hand to start moving. Nope. No go. Dead battery (we assumed).
We did not take it back immediately after Christmas; you see, for *cough* half of the long time I worked there *cough*, I worked at the customer service desk - I
know how hairy it gets back there right after the 25th. We went in last Saturday. I stopped at the jewellery counter because all we wanted was a new battery. Unfortunately, we were told to go to the service desk because the associate didn't "know anything about warranties or whatever." Nice. At that point, Chebbar was frustrated by the service/attitude and said he just wanted a refund, that we'd find a watch somewhere else.
When my turn came, I handed over the watch and the receipt and explained the situation; the woman looked at the receipt and declared that I could only have a store credit because it was past the 30-day return policy. O_O Pardon me?
My explanation that it was a Christmas gift, that I wasn't informed of this adherence to the return policy regardless of the holiday season even though the sales associate knew me and knew it was a gift, fell on deaf ears: she was not budging. (This is a HUGE departure from the policies that existed when I left their employ: at that time, we were taking back used, defective shit that hadn't even been PURCHASED from the company. Seriously: we were a joke in town - people used to advise their friends to "just take it to [that store]: they take back ANYTHING." We were ALL about bending over backwards to
take it up the kiss the customer's ass.)
I told her I wanted to speak to a manager.
She sighed and informed me rather huffily that she didn't
know who was on; we stood there looking at each other for a few seconds before she realized I wasn't going to back down. She paged her supervisor. We stepped aside so she could continue helping the other customers until her supervisor called. My blood started to boil as I listened to her tell her supervisor that we "bought a watch on November 20th and now it's broken and she doesn't want a gift card."
KABOOM!
She didn't
tell the supervisor that it was purchased on November 20th AS A
CHRISTMAS GIFT. She didn't
tell the supervisor that it was "BROKEN" WHEN I
BOUGHT IT. She didn't
tell the supervisor that I
HAD THE RECEIPT. So, of course the supervisor said no (as would I) - in fact, the supervisor informed her that I couldn't even have a gift card: I could exchange it, or send it back to the manufacturer (at MY cost, BTW) to be repaired. I was so mad, I had to leave before I turned into one of
those customers. I told her I'd deal with [name of manager I used to work with], felt a brief flash of satisfaction as her eyes widened, turned on my heel, and left amidst promises to NEVAH shop there again.
I called said manager the next day and explained the situation; she apologized, but told me that things had changed a LOT since I had left. She told me to come in and they would replace the battery, and that if that didn't work, we could just exchange it. I went in after work; because it was another woman I used to work with at the jewellery counter, I didn't bother searching out the manager - I just explained the situation, only to be told that they don't change watch batteries anymore. Oh, FFS.
Fine. I said I'd exchange it, only to find that they had no more watches like the one I had purchased. I called Chebbar, explained the situation, and told him he'd better come in with me because I wasn't comfortable choosing another (far more casual) watch without his input. THEN the associate says, "Well, we
sell batteries, we're just not supposed to
change them."
AAARRRGGGHHH!
She pried the back off the watch, only to discover that a special tool was required to remove the battery. Okay, fine: I give up. I went home, picked Chebbar up, and we returned to the store where he chose another watch. I have no earthly idea what happens now if something goes wrong with THIS one.
All I know is that the return policy is ridiculous: if you use the STORE'S credit card, you have ninety days -
nine-zero days: THREE. WHOLE. MONTHS. - to return an item with the receipt, otherwise, store credit for you. I honestly don't understand how stores get away with this: if my money - in whichever form I choose to fork it over - is good enough to SHOP in your store, how the hell can you turn around and tell me that I can't have a refund THE SAME WAY when I
HAVE MY RECEIPT?!? Seriously!
And this business about not relaxing the return policy for Christmas is absolutely asinine. Sears put a time limit on their Christmas returns, but
they managed to post signs around their store that clearly stated this. Don't get me wrong: after YEARS of working in retail, I know how common it is for customers to fail to read the signs. However, stores can't expect them to be psychic, either. If you're not going to have your cashiers telling every. single. customer. about your return policy, then POST something ALL OVER THE PLACE.