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.