A Habitat for Humanity ReStore staff member named Suzanne explains the store's no-returns policy to a customer wanting to buy a lamp. The store stopped accepting returns because people brought back items they never purchased. Suzanne suggests taking a photo to show the husband first, or checking the weekly newsletter for other options.
Excuse me, ma'am. Excuse me, do you work here? Excuse me, ma'am? Ma'am? Hello? Hello? Do you work here?
Yeah. I'm kind of interested in this lamp, and I was going to go ahead and buy it. Just wondering, if I get home and my husband hates it, can I bring it right back? No, no, no. We do not do returns here. I just live right down the street, and I'll be back in just a few minutes. No, I'm sorry.
I'm sorry, we used to do returns, but we can't do them anymore. We had too many people cheat on us. They would take things, bring us things back that they hadn't bought in the first place. We just don't do returns.
I really like it though, and I promise I'll be right back. I just— 5 minutes? I mean, that's all I need. That's our policy. I totally support Habitat, and I'm a good customer.
You know what? If your husband doesn't like it, just consider it a donation to Habitat. How about that? Okay?
Well, well, hello?
Oh, hey. Oh, okay. Yeah, I can do that. Okay. Okay. Ma'am, we're a charity. Oh, excuse me. Hello. Do you work here? I certainly do. My name is Suzanne. Welcome to ReStore. What can I do for you? Thank you.
I love this lamp, and I was going to go ahead and get it. If I take it home and my husband doesn't like it, can I bring it right back? Oh, I understand why you're asking.
We do not accept returns. And I'm sorry because I understand that puts you in a bind as you're trying to make a decision. Like MasterCard, cash? We just can't. It's the nature of the thrift store industry. We just can't do it. And I do understand that puts you in a bind because you have to make a decision, but we just can't. Got a couple of ideas for you though. Do you— sorry about that. Do you have a cell phone, by the way? I do, I do. Why don't you take a picture of it, send it to him, see if he likes it. And then the other thing is we get 3 truckloads We upload a week of stuff, and we take pictures of our new merchandise. We upload it once a day to our website, and we also put out a weekly newsletter, so you could check online to see if we've gotten any lamps that you might like.
Perfect. I love that idea.
Thanks. Let me know if I can help you with anything else. Okay, great.
I'm gonna do that, and I'll see you later. Okay, thanks. Bye-bye.
