A customer walked in wanting to exchange a DVD movie as she mentioned that it did not work in her DVD player anymore and so she wanted a new one. As usual, we would first check to make sure that the product is in a returnable state such as having the correct items in the box.

Upon opening the case, I noticed that the DVD movie was literally broken in half. I then asked how this had happened as we can’t take back products that have been physically damaged. She then said that she had stepped on it and that it wasn’t her fault that it broke as the disc should be more durable normally.

She then also mentioned that we have a 30 day return policy for her to exchange products and so it shouldn’t be a big deal from our end. It was a very awkward moment.

There was a person who came into the store and wanted to return the VCR that she recently purchased. She wasn’t very happy as apparently the product was defective and she wanted her money back.

As usual, I needed to ask what was wrong with the product and we would have no problem providing her with a new one. In an irritated manner, she mentioned how the product was broken as the DVD movie she bought wouldn’t play on it.

I tried to explain how that was normal as VCR players can’t play DVD movies. However, she persisted on how that is not the case and that the product is simply broken. She demanded that we simply give her back her money and to stop selling broken products.