I had a customer try to return a half-eaten birthday cake at the grocery store last Tuesday.

I told her no, she got mad and said she'd call corporate, but then her kid admitted they just didn't like the frosting, so what would you have done in that spot?

3 comments

3 Comments

wells.brooke1mo ago

Honestly that's a tough spot to be in. The policy is clear but you don't want a scene. Last time this happened, I offered a one-time store credit for a different dessert, but made it clear it was a courtesy. That usually calms people down because they feel heard. The key is sticking to the rule while giving a small out. Letting the kid pick a new treat sometimes works too, but the half-eaten cake is a hard no for a cash refund.

evan_harris141mo ago

Remember when I thought giving in was the only way to avoid a fight? I used to just refund people to make them leave. Then I saw a coworker try Brooke's method. She offered a free cookie to a kid who hated his cupcake, and the mom went from yelling to thanking us. It showed me that holding the line, but tossing a small bone, actually works better. Now I see it keeps things fair without making everyone angry.

sarahf781mo ago

But @wells.brooke, sometimes the rule just needs to bend.