I really hate customers!

[Aractus]

Ok so about two weeks ago, a customer came in and bought some items for delivery. While I was on my way out of the shop for a purpose he came in and said he needed a refund - I indicated "talk to the other guy" since I was leaving, and when I came back I got the story. From this point on let's call the customer Mr Jones.

My colleague - who we'll call "John Smith" - explained that Mr Jones asked for a refund - which he agreed to and John said "we'll do it later in the week". Mr Jones turned sour and started demanding money, and said "I'll be back at 10AM tomorrow, you better have my money" also "If you don't have my money at 10AM I'm bringing a heap of guys from work with me at the end of the day".

Now John tells this story to me, and our boss - and our boss "well he doesn't have a right to a refund anyway, does he" and I said "no he certainly doesn't. It's a change of mind - customer certainly does not have the right to demand a refund". I also told John, I'm more than happy to be the one to deal with it tomorrow. After all, Jones is my customer.

So he (my boss) called the office of fair trading, who told him "no, the customer does not have a right to a refund unless you have given them the right in writing" - which, obviously, we have not done. Then he called the police, who said that if the customer returns with anyone else and demands a refund then it will constitute a threat and we can make a report.

So tomorrow when he arrives I'll be telling him this: 1. You're not getting a refund, you're not legally entitled to it. 2. You can either accept delivery of your goods today as per our agreement, or I will give you back the delivery fee and you can collect them yourself. 3. You have to leave the business premises and you are not welcome back - with the sole exception of picking up your goods - if you come back for any other purpose you are trespassing, and I'll be calling the police.

I have the direct number for the policeman my boss spoke to yesterday, that's who I'll be calling if he refuses to leave.

There'll be fallout from this, no doubt, but we don't have to take this kind of bullshit. If Mr Jones had been civil, he would have got a refund. Although refunds are rare, I'd say at least 90% of them are "change of mind" where we have no legal obligation to do so, and simply do so out of "good will".

We physically couldn't do it yesterday - the account linked to the EFTPOS would not have had more than a couple of hundred, tops, in it - we have to have the funds available in that account to issue a refund on the card, obviously. This was explained to him by John, clearly he was not satisfied with the explanation. I'll let you know how it goes tomorrow!

BTW, the person at the office of fair trading explained to my boss, that even though John agreed to a refund - we do not have a legal obligation to proceed with it. I'm looking forward to it tomorrow. I'll begin with "Mr Jones, I spoke to my boss - at length - about this matter, and he is adamant that you're not getting a refund. These are your options ..."

Of course, if he comes in, apologizes for threatening John and changes his tone, he maybe will get a refund (or I'll write a store credit). IF he changes his tone.