Question

A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to inform her of your refusal to give a refund?

A) State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked.
B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her.
C) Challenge the woman to try on the dress and prove that it doesn't fit.
D) Use humor to soften the blow of your refusal.
E) You're not the first to try this, so forget it.

Answer 1

The best response to a customer attempting to return a damaged dress is to empathetically communicate the refusal due to store policy on damaged merchandise, and offer a constructive solution by recommending a tailor for repairs and alterations.

Step-by-step explanation:

The best way to inform a customer that you are unable to accept a damaged garment as a return is option B. This approach is both professional and empathetic.

It acknowledges the customer's complaint, clearly states your position regarding the return policy, and offers a constructive solution. Here is how you might phrase your response:

“I understand that you feel the dress doesn’t fit properly, but as it appears to have been worn, with noticeable stains and a rip at the hemline, our store policy doesn’t allow for returns of damaged merchandise. However, I can recommend a skilled tailor who could possibly repair the tear and alter the dress to better suit your needs.”

This way, you're effectively communicating the refusal while also trying to assist the customer with an alternative solution. Remember, maintaining a positive relationship with customers, even during challenging interactions, is an important aspect of business.