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The original was posted on /r/talesfromretail by /u/InfiniteCalendar1 on 2023-07-28 17:08:59.

Earlier this week this woman came in returning an online order; it was a band tee that was distressed style so it had some holes in it. The reason she was returning was because it had holes and my manager who was processing the return explained that’s the style and she said she was buying it for her granddaughter who’s 9. After the return was processed she stepped aside and was analyzing the receipt. Obviously my manager continued to ring people and process returns as there were others in line.

At one point I walked away to put some items back where they belong, and when I walk back towards the register, the woman is yelling at my manager and pointing her finger in her face saying that she has terrible customer service skills and that she would report her and “you sold me a shirt with holes in it! I’m never shopping here again!” When she told my manager she’s reporting her, my manager just said “okay”. I found it weird she brought up the shirt having holes in it again as it was literally explained to her that the shirt is distressed style hence the holes. It wasn’t something malicious like she perceived, she just failed to recognize the shirt was designed that way when she placed the order online. Apparently she yelled at my manager because after the return was processed she didn’t get the amount for the shipping fee refunded and just for the item, and my manager was ringing others and she didn’t fall back in line to address this so she apparently was like “excuse me, I’ve been waiting here!” To my manager and a customer after a moment. Literally the whole time she was standing next to the register my manager was ringing on just analyzing the receipt.

My manager was very calm when handling this customer and she mentioned that she had to focus on the line and that the lady wasn’t in line, so she can’t just leave people waiting to do a return or get rung up hanging. There was a customer I rung up after who said my manager handled it very well as she remained calm, and empathized with retail employees who deal with customers like that lady. About her not getting a refund in shipping, I don’t handle returns as it’s only for managers but I’d assume it was because shipping is a service and the service was carried out, so that can’t be taken back the way an item would. Honestly I do think it was ridiculous that she was antagonizing us for how the shirt was designed even after it was explained to her as she clearly glossed over this when she placed the order online, but then again I could see that she probably doesn’t realize that distressed style clothing is a trend because she’s older.