(A customer places a heavy box on the counter.)
Customer: “I want a refund on this.”
Me: “Well, ma’am, we usually can only do exchanges on opened merchandise.”
Customer: “I don’t want an exchange. I want a refund!”
Me: “May I ask why?”
Customer: “I bought this here last week, and the item is missing.”
(I try to pick up the box, it weighs many times more than it should.)
Customer: “It was all full up with bricks and newspaper!”
Me: “That’s terrible. If you give me your receipt, I will start processing your refund.”
(The customer digs through her purse for her receipt. Meanwhile, I look through the box and verify that it is filled with bricks and crumpled –up newspaper. I examine her receipt which is, in fact, from last week. Then, I take a closer look at several pages of the newspaper.)
Me: “Ma’am, so you bought this last week, and it was filled with bricks and yesterday’s newspaper?”
Customer: “Uh. . . I’ll take an exchange, please.”