But for the lady in line ahead of me, not so much. I was privileged to be able to listen to the entire exchange.
Customer: I'd like a refund for this.
Employee at the Return Desk: Is something wrong with it?
Customer: Yes. When I opened the box, I discovered the item was used. I'd like a refund please.
Employee: I'm sorry, I can't give you a refund. I can only issue you a store credit.
Customer: Why can't I get a refund?
Employee: Because we don't give refunds for used merchandise. I can only give you store credit.
Customer: But that's WHY I'm returning it and why I want my money back! It was USED! You sold me USED Merchandise! I want my money back!
Employee: But we don't give refunds on used merchandise. I can give you store credit.
Customer: *Sigh* Let's try this again. I purchased what was allegedly a NEW item. When I opened the box, I saw that the item inside was not new, it was used. You sold me used merchandise. I want my money back.
Employee: I can't give you your money back. It's a used item. We don't give refunds on used items. I can only give you store credit.
Customer: You're not hearing me. I was sold a used item. Someone obviously returned this item after using it and your store repackaged it and put it back on the shelf to be sold as new. Which it isn't. I want my money back.
Employee: We don't issue refunds on used items. I can only give you store credit. Or (said in a helpful voice) we can just do an exchange.
Customer: I don't want to exchange it. I don't want store credit. I just want my money back.
Employee: I can't do that.
Customer: [Bangs head on counter] I would like to speak to a manager.
Employee: [Sighs. Rolls eyes] Fine.
At this point, even though my transaction had already been completed, I wasn't going ANYWHERE.
Manager: What seems to be the problem?
Employee: She wants a refund for a used item and I told her we don't issue refunds for used items.
Manager: I'm sorry, but we only give store credit for used items.
Customer: [Explains the situation]
Manager: Give her her money back.