TIL one angry customer changed how I handle returns

I was working at a Best Buy in Austin last summer when a guy came in screaming about a laptop he bought 45 days ago. He told me his kid dropped it and cracked the screen, but he insisted it was a defect and started crying right at the counter. I processed the return anyway, but now I wonder how many people I turned away too quickly before that.

2 comments

2 Comments

daniel_rivera4d ago

The guy crying about a screen his kid dropped doesn't sound like a defect, just a bad situation. Seems like you were right to bend the rules, but most people with actual defects don't come in screaming.

ryanh774d ago

Jumping off what you said... it's almost like the people who have the worst cases are the ones who make it impossible to help them. If someone came in calm and just showed me the cracked screen, I'd probably replace it for free anyway, no bending needed. But when they're screaming about a kid dropping it, my first thought is "this is why we have rules" not "oh poor thing." The quiet ones with the real defects just hold up the phone and point, no drama needed... it's wild how much your attitude changes a situation like that.