You might recall this little top that I recently made for Talbot.
Several months back, I purchased a pair of snap pliers with the intention of making some bibs. Didn’t happen. But I did crack them out for the top. Only when I opened the package and started to use them, did I discover that they were misaligned. Which meant that almost every attempt I made to get the snaps together damaged the fastenings. I went through the full packet to get 4 snaps done (over the two tops I made). Not happy!
I had to make a trip to the place of purchase, and figured I might as well take the pliers and see if they would exchange them for me. I could not for the life of me find the receipt, but thought it would be worth asking anyway.
I went in and went straight to the customer service desk (so it didn’t look dodgy), and the staff member was, well, less than helpful. Now I completely understand that a store might not want to give a refund or exchange without a receipt, but that actually wasn’t the problem. The big problem was that I hadn’t kept the packaging! Say what?! I asked whether my purchase history could be found on my loyalty account, but I was told that they couldn’t do that either.
I was a bit frustrated with the unhelpful response, so I went on my way to pick up the things that I had gone in to purchase. When I went to pay for it, I thought I would ask the person who was serving me at the time. She was extremely helpful!!! She did confirm that she was unable to search on my account (no problem), and that she wouldn’t be able to refund me (also not a problem, I would rather have an exchange anyway) and then she went off and found the pliers.
After having had a good look at my pliers and damaged snaps that I had brought in to explain the problem, she said that it looked faulty and proceeded to open a new one to have a look at that one. It turned out that the “new” one was even more misaligned, and when she talked to a third staff member, they agreed that it was faulty. They took my name and number and said that the company’s representative would be coming in to the store the next day, and they would contact me after speaking to them.
The next day, not even an hour after the store would have opened, I got a phone call from one of the staff telling me that they had decided that the pliers were indeed faulty, and that they would give me a refund, even without my receipt. Even better (for me), they offered the refund as a gift card, posted straight to my house, so I didn’t even have to come into the store!!! (I shop at this store on a semi-regular basis, so I was pretty happy with this offer.) Talk about great customer service.
How’s that! If I had have accepted the first person’s response, I would have gotten nowhere. If another staff member had told me the same thing, I would have accepted my loss, but in the end, I got a great outcome. I’m still down a plier set, so hopefully I will be able to replace it with a different brand from another store at some stage, but for the time being, I’m pretty stoked that just by asking someone else, my problem was pretty well resolved.
Lesson learnt: It never hurts to ask.