Walmart Syndrome...

Have you ever been in Wal-Mart waiting in the returns line to return your item and witnessed someone throwing a massive hissy fit because they won't return their merchandise? At first they say they lost their receipt or that it was a gift, which we both now they really lost their receipt or they stole it. Wal-Mart's return policy strictly says "no returns without receipt."

Knowing this policy and trying to get around this, their minds go into what I call "Wal-Mart Syndrome". This is where knowing the policy and being told it can't be returned, they begin to yell, shout, curse and do whatever they need to do to get their return. Every time I have seen this happen, a manager is usually called over to handle the situation.

Now when the manager gets there the customer returns to their right mind and calmly explains the situation to the manager. Then the manager tells them, "I'm sorry but according to our policy we cannot return it without a receipt, but as a courtesy, we will let you return it and put it on a store credit gift card." Well, to most people doing a legitimate return are ok with this. Its the crazy "crackheads" that begin to yell, shout and curse at the manager until the manager gives in and returns it for cash, just to get the customer out of the store or to stop any scene that might be made.

This is irritating to me because I am in sales. Our return policy is clearly printed on every receipt that we give out. Our return policy is "any phone purchased can be returned with original box, receipt and all accessories (as long as the accessories haven't been opened) as long as it is within thirty days and has no more then thirty minutes of talk time." Our policy is very strict and set by corporate and we cannot override this policy. But here is where my real issue lies...

So people come in to my store wanting to return their purchase, clearly outside of the noted return policy, and then proceed to go into that "Wal-Mart Syndrome" and yell, shout and curse at me thinking they will get their way. Then they ask for the manager and well, as mentioned above, calmly tell the manager of the issue (while telling them I refused to help them, can't forget that). Once the manager says, "sorry its clearly outside of our stated return policy." They go back into the "Wal-Mart Syndrome" mindset, thinking it will work. And it never does and never will, at least where I work.

Then Wal-Mart is well known for taking back merchandise and giving out cash refunds for products they don't even carry. Are you serious? How stupid is this? If you come into my store trying to return merchandise that I know good and well you didn't buy here, your probably going to be laughed at, no seriously. Wal-Mart is setting standards that are ridiculous and are allowing stores to practice things that are effecting other retailers.

Now I know Wal-Mart is large enough that they can afford to return merchandise from Target or K-Mart, but not every retailer can afford that. Customers are realizing this and trying these same tricks at other retail establishments thinking it will allow them to get what they want. I honestly think "Wal-Mart Syndrome" is a psychological disorder that should be checked out by a licensed clinical psychiatrist and medication should be prescribed to the customer. This sure would make my life easier.

Victor