Returns desk problems: How you can get your money back (CBC Marketplace)

Originally broadcast January 24, 2014
Marketplace puts retailers' return policies to the test. Out of luck, because you've lost your receipt? Don't have the original packaging? Missed the 30-day deadline? Retailers don't have to give your money back, or offer an exchange or a credit. That means a successful return often comes down to a shopper's individual abilities. We teach three Canadians the secrets of negotiation - then challenge them to do successful returns. We reveal what it takes to get past the point of no returns.
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[@hughes53cr]

This video literally teaches people how to be the customer everyone hates at a retail store.

[@squirrelboss7067]

Who cares what the cashier thinks? They’re just there for their paycheque, no one actually loves those jobs.

[@chunkchips4554]

Yeah because a corporate employee cares so much..

[@lks5379]

Hahaha legit

[@Gabriel.4190]

@@squirrelboss7067 paycheque? 😂 yes I know you guys spell it that way doesnt make it any less weird.

[@FM19MONTH]

yea and we have plenty who are already nasty enough to shoppers as well as retail employees. It all boils down to each of us having integrity and respect (for ourselves and others) -- both of those traits are near dead.

[@jason200912]

this went from getting a refund to getting away with return fraud real fast

[@tl11rj7x]

lol yeah

[@amydavies743]

agreed having no packaging comes down not to policy but just general ethics. The retailer can't re-sell it, no one will purchase it and there is no proof the item has never been used or simply kept for a long period of time.

[@beenn15]

items are sold all the time without a packaging, especially shoes

[@carlug03]

the key of business sometime you have to loose.

[@jesseortiz9012]

Yeah, you're right. You always need a receipt so that's a problem for them, not the stores. it's their fault because some stores require receipts. Disliking this

[@blaynahsuperari8525]

alternative title: how to harass a minimum wage employee for enforcing corporate policy

[@VoltFall]

Or... How *not* to be Canadian

[@PHATB0Y20]

Stick it to the man

[@sunnyvangloria2084]

did minimum wage employee will be suffer if you returned? or.. the store?

[@ytomerb2079]

4th challenge: receipt with no product

[@hexum9449]

Lol hilarious!

[@nakata010]

😂😂😂😂

[@mariyaa111]

YT OmerB 😂😂😂 This comment has my seriously cracking up!

[@patrickwilson4902]

LolLol 🤑

[@kevinmeshak9358]

Good one.😂😂😂😂😂😂😂

[@byrnside]

This is just reinforcing terrible consumer behavior.

[@marthamendoza8640]

byrnside no it dosnt.... it's all about negotiate. We do it all the time one way or another. My advice to u is NEVER SETTLE IF YOUR NOT HAPPY. IF YOUR PAYING FOR SOMETHING EXPECT EXCELLENT QUALITY. ITS YOUR DIME. .

[@XaxaWashington]

Martha, If you aren't happy with the policies set by the store, then don't shop there.

[@Thefunkeemonkee]

Martha Mendoza excellent? Have you heard of the saying you get what you pay?

[@fredo1616]

@@marthamendoza8640 [Everyone disliked that]

[@alamisakamaki2380]

Rookwood No, terrible customer behavior is when you shout, yell, or even tries to engage in violence in a store. This is more leaning towards negotiation and learning how to get a refund with manners that would help you.

[@mauram7535]

This hurts me as a retail worker, especially the demand for cash back and no receipt. We have policies like this because people steal merchandise and then try to profit off of us, which becomes obvious when they refuse to give us information to try and look up their receipt. Stores can't just be giving away money and taking constant losses on old product that had been marked down, or worn goods that can't be sold. If there is a quality issue with the clothing and it's in a reasonable time period, of course I would take it back, because we shouldn't be selling damaged goods. But policies exist for a reason, otherwise the stores wouldn't be able to run.

[@vacationboyvideos]

best buy...have receipt..in the right time and original package... and no...why? cause they change there policy and not in writing!

[@vacationboyvideos]

Carlos Bailey​...right! I don't shop there anymore.... Sad they are so gaint... There is no compition(circuit city)

[@vacationboyvideos]

Carlos Bailey​ yes cc was kinda trash...and yes it would alleviate my issues with returns IF they don't have the same bogus system best buy has( no other store have I had issues with "returns" accept best buy....and I return quiet often.

[@worblux8610]

+Maura McDonald A lot of major chains anymore subscribe to a database that tracks no-receipt returns so if a person does more than 3 in 6 months they get flagged.

[@vacationboyvideos]

I always have the recipt! Best buy will stikk flag u!

[@dsgrts]

This is the most disappointing episode of Marketplace.

[@jayman105]

Yup. Usually they are helpful. This one is not.

[@georgecabrera9039]

Their are many times where your entitled to a refund but might not know how to bargain

[@willn8664]

@@georgecabrera9039 and there are times. Lots of times where return fraud is committed.

[@VoltFall]

Canada is ashamed of this and I'm embarrassed as a Canadian... But at least it's not Angela Anaconda

[@sohamghosh4815]

This is basically “how to be a Karen”

[@jackieneversays]

yes. take notes

[@Ramporo]

Well to be honest Karen’s are way more aggressive than they were, they were reasonable and calm while Karens on the other hand are... (ノಠ益ಠ)ノ彡┻━┻

How to be polite but assertive. Karen's make unsupportable threats.

[@sohamghosh4815]

They will slowly get there.

[@lorih4291]

I think you misunderstand what a "karen" really is... persistence, assertiveness, politely but firmly negotiating for one's interests... these are not markers of a "karen". Let's not water down the term from what it's meant to actually draw attention to... a person escalating a situation unreasonably for special treatment out of a sense of entitlement or privilege. We can't call "karen" just because someone is self-advocating... that is a really dangerous slope to be on! It would be a total 'snowflake' move to cower calling "karen" just because of a mildly challenging interaction. Now maybe if the returners started shouting insults, how they shopped there all the time and were never treated like this, how were going to get people fired, how the place was going to go out of business... then there might start to be some basis for a "karen" argument. I do want to disagree though with some of the return scenarios... if the policy is transparent and available in advance, it is up to the customer to follow those terms if they want the refund. If they want to receive a special exception, they may need to be flexible too and realize it is a generous gesture on part of the business.

[@sarahjanewilgress3791]

You are bullying retail workers it's not there fault that these policy exist. They are trying to prevent theft and keep things hygenic. They work for 11.25 an hour. Your making there day unpleasant.

[@Sixxdee9]

Sean Steele what exactly does “customer service” mean to you? Because to most entitled people it means that the rules that are clearly posted and in place don’t apply to them. It would be nice if people actually treated customer service people with respect because their job is insanely thankless, thanks to “what about the customer is always right” mentality.

[@fintansky9369]

8.50*

[@Fleetstar_f2070a]

*their

[@ksnsejeheussuhehe489]

I'm sorry but this video makes no sense why would they want to give you cash if they can't even sell it back with the packaging like seriously the store is the one losing here

[@sparkyhailey1]

True, it's 10x more expensive to attract a potential customer than to keep an already satisfied one. As much as it may suck.. smile and nod. They always know they're being ridiculous anyways.

[@SpectrumSurvivalist]

O', trust me, it got sold. They sold it to somebody.

[@_Everything_is_Fine_]

you mean the half eaten meal also O.O wow?

[@SpectrumSurvivalist]

***** No of course not the half eaten meal, but that dress was sold, bank on it.

[@SpectrumSurvivalist]

bobwatters Receipts get lost, or fade away.

[@vaultgirl42091]

Yes let's give the cashiers who are already underpaid and overworked a harder time and more difficult customers to deal with 🤦🏼

[@ruthestherdominguez2388]

As a former retail worker, this really bothers me. To take inconsideration that stores have policy’s. They are usually in the receipt. Or ask a worker about their return policy

[@pureadrenline]

I know right. They mentioned how it’s not them being entitled, but that’s exactly what it is. They expect us to bend the rules and possibly lose our job because they think they’re special and deserve more than others.

[@mattmax11]

The only reason the manages did the return on the first challenge. Its not because they were good at negotiateING it's because the managers didnt want to deal with them anymore.

[@EE9EER]

+jasen ratnam thats what im thinking too. its a game of witts and you hold out till the worker gives up and you win.

[@vacationboyvideos]

+MemoriesDestroyUs I hope u lose your job

[@MemoriesDestroyUs]

+jimmy roberson because if i follow the rules i should lose my job.. no logic there bud

[@ladouceurmatt]

+jimmy roberson How is he an asshole if he is following the rules and won't bend the rules. If the customer is an ass hole to me ill treat them with respect but won't bend the rules for them, but if a customer is nice to me ill bend the rules to the point i know i won't get in trouble.

[@mattmax11]

MemoriesDestroyUs I work in retail aswell. Regardless if your the most amazing person in the world I won't bend any rules.

[@Kurtisaroy]

As a retail employee, this is sorta shallow. I work hard everyday to do the best for my customers, but sometimes there are circumstances were we can't take stuff back. This is just perpetuating the model bitchy customer who tries to get away with everything.

[@vacationboyvideos]

that's me

[@GOLDVIOLINbowofdeath]

Home Depot secretly only gives you the lowest price they allegedly sold the item for. I bought the wrong wire stripper at Home Depot which turned out to be for obsolete coaxial cable. I paid $9.99. When I went to return it at least the clerk mentioned I would only get $.01 back because one was allegedly sold for that price in a clearance sale. Other times they don’t mention they are giving you a discounted refund price. I thought clearance means you are getting rid of all of that obsolete item so how come they were on the shelf for $9.99 when I bought mine? I kept the item to look more for the receipt. I tried to return it again at another at Home Depot after I found a bunch of receipts. I was not sure if it was on the receipts because I had bought dozens of items. I asked the clerk how much she was refunding me for that item. She said $9.99. When I got home I discovered she had not given me one penny of credit fir that item. The next morning I called and someone said come in any time and we will refund the $9.99. When I went in the manager said I had no proof I had returned the item and was OOL. I have a video of Home Depot lying and claiming an item was not charged on the debit card I gave them. I then revealed I had the receipt that proved that I had charged it on that card and demanded to speak to the manager. The same manager as before did not seem to think I had any reason to be upset at their fraud and threaten to call the security guard to throw me out of the store. He said I had disrespected him. What is he a former gang member? This was Emeryville CA, not Compton, CA. He said he did not care whether they had already refunded me or not. I demanded they give me the product back or prove they had refunded my money to my card. They had not. I went to the Home Depot in Richmond and they gave me my money back and said they get complaints from people trying to make returns at the Emeryville store all the time. The said I had charged it with that same card, the only one I have, and gave me my money back. Home Depot is criminal. They sell LAeD bulbs that are illegally mislabeled as to the number of lumens/brightness and they round up the number illegally. Then they refused to give refund with receipt after 90 days on mislabeled bulbs. Kamala Harris was CA AG refused to prosecute them.

[@flext-rex8284]

@@vacationboyvideos yeah we get it Karen, I hope you don't have kids

[@vacationboyvideos]

@@flext-rex8284 right!

[@AnimeAddiction666]

I feel my anxiety level rising the more I watch this. I get anxiety trying to return something even if I'm following all the return policies T_T

[@mina5142]

Same!!!

[@Laynenelson320]

Right? I feel like a thief🤣

[@LindsayC33]

Hey I have an idea! How about just following store return policy and being polite to retail workers who deal with people’s bullsh*t everyday.

[@MKouthere]

nah that's to hard for these special people who feel they're entitled to everything because "customer service"

[@stefaniethemommy8057]

LOL I've worked in retail long enough that I would never fall for this. If the manager wants to throw away money on a probable thief, go ahead, but if it was me, no way. No information and no reciept? Probably 90% of the time means it's stolen. Yeah right. I love marketplace, but this is theft,

[@littlegoobie]

receipts don't prove anything. so someone buys one, takes it home, goes back in later with the receipt and grabs another off the shelf to bring up to the counter and tells you it's too small or whatever.

[@campbellsoup93]

@@littlegoobie Usually the return desk is right near the entrance or at least visible from the entrance, so the employees there should notice that.

[@bd3825]

Littlegooble, the receipt has a copy of the barcode on the purchased item so you can't just grab something off the shelf and return it using an old receipt. That wont work.

[@MH-rn4tp]

@@littlegoobie You clearly have no idea how retail works.

[@marshaytrue]

You’re absolutely right, no receipt, no packaging you probably stole it and you will never get cash back.

[@mrchipeater]

This teaches people to push the buttons of minimum wage employees. Way to go CBC, have your viewers be told to act like small whiny children in order to get this way.

[@tylerseabook9423]

Minimum wage employees is a moot point. That’s their choice to work in that field

[@imarknutt5638]

@@tylerseabook9423 I mean I guess. It isn’t always a true choice

[@AndreaFlores-rg6tu]

This was so frustrating to see as someone who works retail and deals with these type of customers constantly.

[@cristianvega7535]

I had a customer come in today trying to return shoes. That she was wearing. Please don’t be a Karen.

[@kyle7412]

how to avoid all this bullshit: hold onto your reciepts.

[@placate9051]

Wow what a pro tip lol wish more people knew it

[@nessa7094]

How about poor cashiers! People are just doing their job and get backlash for all companies bad policies

[@zhbvenkhoReload]

cashiers are the company

[@toboe333]

No, cashiers are just employees. The company makes the policies and the rules.

[@zhbvenkhoReload]

Samantha M Cashiers represent the company

[@samhouston1288]

Cashiers are the low man on the totem pole. They get all the crap from the customers, and are usually the ones most harmed by corporate changes in policy (usually made by extremely out of touch upper level managers). The cashiers have no choice when it comes to policy. If the policy says to do something, they have to do it. Even if it upsets a customer. That is in no way the fault of the cashier.

[@sparx180]

I have noticed that cashiers don't know how to give change unless the computer tells them. I bought an item for say $129.00 and I gave the girl $150. she said now how much change should I give you back? I was dumbstruck but being the honest person that I am I told her the correct amount. Could not flippin believe it.

[@1javixD]

Returns should be so simple only if the costumer would abide by the rules

[@wanderwaves-alt]

Should’ve called this video “Tutorial On How To Be a Nightmare Customer”

[@VoltFall]

Here's a better one "How to be a Canadian Karen"

[@sysmixy335]

*Karen 101*

[@Diegosmoni]

I went to best buy to return my shoes. And I said " I don't have the box " and they said "okay how much money do you need" left with $30,000 thank you for KZbin tips like this one !!

[@stayinclassy247]

In this episode, we teach Canadians how to be American.

[@EvendimataE]

stayinclassy247 very true....buy a gown from a store and return it after the occasion :D

[@jessecw2]

+EvendimataE I do that with luggage, I'll buy it at a sears or big franchise store and then return it at the landing city or when I get back

[@AliKhan04]

+stayinclassy247 LOL TRUE

[@onextoronto]

lol

[@couar351]

hahahahaaa gotta love it!! When we turn sleazy we blame the US, gee I wonder where CNBC is from?!! lmao, yep big brother is bad influence, maybe we should grow up and rid ourselves of adolescents and take responsibility for our ills 'n thrills ha-ha gotta love it

[@shooee2002]

This video should be titled "how to commit retail fraud, and get away with it!'

[@robgraham5016]

That was great. However it would have been even better to include where you contacted the businesses, congratulated them on bending their rules and told them that you would be returning the refunds or donating them. The reaction would have been interesting.

[@okaydude95]

I understand the first challenge, as long as you have the receipt and the product, packaging doesn't matter. but challenge 2, no receipt or ID and want cash back? No, it seems as if you stole it. "Hi, i dont have a receipt and i want to return this for cash but i won't tell you anything about me, sound cool?"

[@placate9051]

That's what I was thinking kinda a BS thing to do

[@MaximRecoil]

"I understand the first challenge, as long as you have the receipt and the product, packaging doesn't matter." Yes, packaging does matter. The store can't resell the product as new without the original packaging. The best they could do is put the item into a discount bargain bin or something, so they will take a loss.

[@aero33888]

Even with receipt and full packaging, I don't feel comfortable giving stores my personal information.

[@manilakid3]

In the U.S. you can return anything full refund or exchange if you have the receipt and original packaging with no questions asked as long as its within 1 month or sometimes 3 months depending on the store. This is how it should be. No receipt should be no refund at all. This would cut down on potential theft.

[@AustinsMind]

+Manila Kid I work at best buy, we can do returns without receipt as long as they used a traceable form of payment and have it on them, i.e. credit cards and checking.

[@HenryTheBoilermaker3rdYear]

+Manila Kid In Australia we can't return a item for a refund or exchange if the item has been opened or unsealed, is in USA allow to refund if the item has already been opened?

[@AustinsMind]

+Henry “Adda” Chaisritha yes, just as long as the original packaging along with all the contents that came with it.

[@HenryTheBoilermaker3rdYear]

Dollar Bin Gaming You guys are so lucky.

[@KrypptikkSoulslayer]

+Henry “Adda” Chaisritha Not all things in US can be refunded if opened. An example of this would be video games. Exchange yes, but not refunded.

[@raycarl8747]

As a worker in retail, those policies are in place for a reason! You'd be amazed how many people bring in returns with no tags, no receipts, merchandise is damaged or stained due to something the purchaser did, etc.

[@michaelyun2407]

Yup always keep tags for clothes and you can try it at home. Same won't runners. I try them at home if it doesn't fit after a few hours then return it.. Never had an issue or argument at all since everything is retun with tags and original recipient.

[@AlyshaAutumn]

This is a masterclass in taking advantage of the in-store employees. In most cases, these products will have to go straight to the trash because you feel entitled to a monetary reward for your incompetence. Many stores face punishments from corporate for making these kinds of exceptions. By exercising these practices, you put employees' pay, position or even career at risk. This is truly disappointing.

[@sirdouglashowel5thseat776]

This is a pretty scumbag move.. I'm pretty disappointed by the shows direction.

[@placate9051]

Yah true policies are there for a reason

[@jbmop]

RoastKing Wow, what happened to manners?

[@sirdouglashowel5thseat776]

CBC is promoting larceny..

[@phillybigdoh]

In that 3rd example, I think it's horrible that companies have to take a 100% loss in order to satisfy a mistake made by the consumer. I really think this is what is wrong with the retail industry in North America. Other countries I've lived in requires an unopened box and a receipt. Otherwise, it's caveat emptor.

[@scarletfluerr]

You are right, unless defective and I can return it to the maker....no package or damaged by the purchaser, no refund. Period.

[@phillybigdoh]

I understand that... however, I'm saying that it's a shame that we as consumers don't take more responsibility for our purchases. If you make an honest mistake and return it unused, then fine.. but if you wear or use the item, then you should take responsibility for the purchase. The only exception is if the product does not perform the way it was advertised..

[@XaxaWashington]

I had a customer once who wanted a refund, because her SON bought a sandwich with double meat without her permission.

[@marshaytrue]

Wow I love this KZbin show, but for the first time I disagree with this episode. As a retail worker some of these issues are problematic and go against stores policy.

[@sadiewood7302]

how to annoy everyone at the store 101

[@hayleybean8788]

This is so frustrating. If you are gonna return it KEEP THE RECEIPT AND THE BOX. When I worked retail, we had people all the time steal items and then try to return without a receipt. That's how it works, people. And that's why retail stores don't like to do cash returns. I know that my store didn't do cash returns period. Either card or store credit.

[@anguspontin7244]

you should be thinking about the customer not yourself

[@flext-rex8284]

@@anguspontin7244 That's so wrong

[@saulsanchez1909]

@@anguspontin7244 stick the product up ya behind

[@anguspontin7244]

@@saulsanchez1909 clean your mind boy

[@siobhon4747]

As someone who works customer service and returns this is ridiculous. There are clear policies for a reason. Why are you teaching people to completely ignore a policy? An argument and bending the rules has the potential to get the employee in a lot of trouble. So you're allowing one person to lose a job they need just because you refuse to follow a policy that is set for a reason. Bull shit. How dare you.

[@jevari7]

it is like teaching how to do fraud

[@GodTheAlmightyHeavenlyFather]

I feel this just comes down to people getting paid a low hourly wage dont want to deal with annoying persistent people, they would rather give up the money that isnt theirs anyway and just say "customer satisfaction" if they're questioned. Why would you want to sit there and fight with someone who is just gonna stomp their feet and scream up the chain if command until they get what they want. So just avoid the steam and give the people the money so we can go home and live our peasant lifestyles. The rich man will still be richer than he was yesterday. So why should I care?

[@jesswinter]

This video is very annoying🙄 I work at guest services at a major retail store and this is so frustrating that you would want to teach people to do this. Just be a responsible customer and save your receipt or in most cases your card works too and if the packaging is there then there is no problem. Just follow the rules on the receipt. It’s really not hard. And we need the ID because of people stealing daily and returning for store credit so the ID is a way to keep track of returns people have done without their receipt so that they can’t continuously do it and if they do we have their info to give to the police. There are rules for a reason. Also, for the record, I would not have broken any policies for any of these people no matter what and I never will for anyone because my job is not worth their one happy experience with one return.

[@sammykablammy]

Yeah when I was a cashier and front end specialist I would’ve never given into this stuff. You give us a receipt or your info. Plain and simple. I can’t be giving out all of my company’s revenue because you “lost it”. I need your info so I can make sure your not STEALING ON THE REGULAR. Not because I want to invade it but it’s what we have to follow.

[@jtoon200]

Great plan, give people who make near minimum wage a really hard time for no reason. I hope you feel good about yourself.

[@zxelon02]

This is teaching people all the wrong things. If a store states their policy and you do not meet that policy for a full refund then you don't get a full refund. What is there to negotiate? As a customer you should be aware of the stores policies and if you aren't then you should ask. If you expect the store to follow by your guidelines as a customer then you should do the same. Think of it this way: if you buy something brand new with the box for $10 then return it without the box, why would you expect $10 back and not less? Sure the store can re-sell the product, but would you want to pay full price for something with or without the box? This video should be titled "How to act like an entitled jerk".

[@OlivierDeSillegue]

I'm a bit conflicted with this subject, too. If I buy something and it's already broken in the box, I never had an issue getting an exchange at the store. I wouldn't try to return something simply because I "dislike" it. That wouldn't be the retailer's fault or responsability.

[@rae7158]

I once literally watched someone walk in to the store I was working at EMPTY HANDED then they come to the customer service desk asking to do a no-receipt-return for store credit. I couldn't issue the store credit because it exceeded the dollar amount we were allowed to do without the receipt ($75), so she walked out with a REALLY EXPENSIVE high tech baby toy. And there was nothing I or my manager could do because we didn't catch her in the act.

[@RiverDanube]

This is just consumers taking advantage of stores

[@1javixD]

Which is why corporations take more drastic measure when returning

[@michaelyi9989]

Stores always take advantage of consumers

[@samharris246]

You always have a choice.

[@angel199742]

RiverDanube and stores take advantage of consumers all the time, nothing new

[@unclerico1431]

RiverDanube or stores used to taking advantage of consumers

[@XESCoolX]

"What do you do for a living?" "I'm a professional negotiator" "Oh.."

[@AAA-hz7fh]

ESCool lmaoo they should go to Asia and do this. they negotiate every single thing

[@XxSharraxX]

I don't understand why CBC would want to teach consumers this, I work in retail and honestly this would make my job so much harder. You would have to get more people involved, slow other people down, in turn upsetting more customers and we all know how rude customers can be so this would just ruin the employee's day. Policies are set up so that the consumer understands what they can or can't do. If there are no returns or exchanges they are sure to be told that. Also customers should read the back of the receipt if they're thinking about returning products or getting an exchange. Policies not only help the employee by making sure they know what they can or can't do, but it's also good for the customer since they will know what they can do as well, and not take advantage of the system and potentially put a company out of business

[@ariaizadi19]

As one of the other stories said “fraud is theft with a smile”

[@BloodStainedTear]

The personal info isn't a privacy issue.. It's a way stores track excessive returns without receipts.. Which is a red flag for theft

[@calvin3448]

Lol, my mom did the exact opposite, she cried inside the store

[@calvin3448]

But they did rip her off 300 hundred dollars

[@BlueBellRx]

Aw

[@placate9051]

Did it work?

[@MrAmrmnabil]

Anything goes in war and in returns

[@fernandoorihuela1608]

I love that these people had common sense and said ' I know it is going to be hard cause it clearly states in my receipt that I can't get my money back without the packaging"

[@StellaLex6]

So like do you want earrings that other people have worn?

[@sparx180]

Stella Lex I wouldn't personally but look at flea markets. I have only been to a couple but jewellery is sold there

[@VoltFall]

It's like returning already chewed gum Blah!

[@royalealyssa2666]

You don’t sterilise them before you wear them?

[@royalealyssa2666]

Grimm Siren oh ok didn’t realise that!

[@aggeliki_xagorari]

@@lilithsiren especially now with covid19 the shops take the hygienic seriously

[@erakor9]

I'm never paying for lunch again! Thanks you marketplace for teaching me how to steal 😈

[@feistyferret]

kermit150261 This most likely got someone fired. Have that on your conscience. Good job

[@CUZC0M]

Brendan Shaxon not a $3 item for them... more like .50c item the rest of the cost is the mark up for profit

[@TheMidnightNarwhal]

Matt P But you're going to be hungry!

[@michaelpieruccini8623]

+CUZCOM wow. Do you know what markup means? Your stupidity is annoying enough; you don't have to add on hypocrisy.

[@miguelintheclub]

+Matt P i remember eating my burger at a diner and i was stoned as fuck, The meat was a little pink so i kinda took couple of bites out of the burger and ate my fries. I made the waitress come to my table and told her that the meat was uncooked and that i wanted a new burger well done. At the end of the day i ended up getting a new burger with fries lol

[@OneDistro]

Amazon has the best return policy. 100% the best, I have never experienced such good service.

[@learncomputerscience4077]

Akash Kapoor Just wait. After a specific amount of returns they close your account.

[@OneDistro]

If you do it unnecessarily, probably. If you do it when it's justified; why would they?

[@Jaxx0405]

Akash Kapoor I don't know Costco has pretty insane return policy too..

[@feistyferret]

Akash Kapoor I haven't returned anything to amazon but Costco is FANTASTIC!

[@asdfasdfwerqsdfasvxcvqfasd1368]

Akash Kapoor Yeah, and that resulted in people stealing tens of thousands off them, I guess that is still petty caash for them.

[@TheRealHatsune]

Millennials: I’d rather trash the 100$ I spent than inconvenience a retail worker Boomers: watches CBC to learn how to be a Karen

[@ccb9957]

After 3 years of retail I've only met 2 millennials who were "Karens" Meanwhile every single day there is at least 2 angry boomers

[@jackwgn]

This is great knowledge for thieves, thanks marketplace. Yesterday, during lunch break, I was eating at Wendy's with a co-worker and he said, "watch this", "always keep your receipt" he ate all his lunch, he's a pretty big guy and his lunch was about 20 dollars which is alot for a fast food restaurant, he proceeded to walk up to the counter, I was in shock seeing him get his mony back in cash, he said he'll probably stop on the way home and try it at McDonald's, today I asked him where he learned to do that and he said he saw it on youtube, I then just found this video by marketplace which i actually happen to watch alot and respect some of their work, I cant believe they would put a video like this out there

[@kenjiroyagi6993]

This is just not fair to the retailers.

[@angiejeffrey3508]

Kenjiro Y. Actually it is good business. The more liberal the returns process the more likely I am to shop there, yet it’s a rare day when I return anything.

[@MH-rn4tp]

@@angiejeffrey3508 Good for you, we don't care.

[@alexlopez6491]

Kenjiro Y. Retailers are not fair to us.

[@Call0fDutyL3gend]

So just let the retailers charge me 100 dollars that they paid 10 cents to make

[@NicholasLittlejohn]

How about real people, consumers?

[@VexingCode]

If you go to Walmart after 11PM you'll see the 30+ overflowing carts of returns everyday lol

[@mauramiles3010]

VexingCode true.

[@vacationboyvideos]

I refuse to shop at that trashy place

[@AdamHH11]

+jimmy roberson It may be trashy, but they have the best prices and variety. And, as a company, it's origins are respectable.

[@vacationboyvideos]

AdamHH11​ I prefer quality over quantity

[@AdamHH11]

+jimmy roberson I don't see what quality your not getting from packaged food. It's not like walmart owns all of the brands there, they just sell things at a much cheaper price, so I'm not sure why you wouldn't want that. I prefer quality too, but if I can get a quality product cheap, it's a great deal. Quantity also has nothing to do with it, I said variety which, is a very different word.

[@pikachu8508]

As a former retail worker, I can't believe those managers gave in so easily and decided to violate the company policy just to keep the customers happy. During 3 years as retail worker, I always stood my ground and deny all return/refunds without receipt/packaging and refused to negotiate any further.

[@ghostblue9598]

Are we as Canadian's so non confrontational that we have to have literal shows based on the sole purpose of teaching us how to return a defective item without backing down from the first sign of resistance lol

[@cogen651]

I try to be the biggest a-hole when returning and if I don't get what I want, I drop on the floor with my legs crossed, cry, yell and suck my thumb. Works everytime. LOL

[@muddymom]

cogen651 Well, where's the video :-)

[@andrewjackson7476]

cogen651 Will you offer some classes on how to do this? I want to be a student.

[@8807lacey]

This is a terrible way to teach people how to fudge the system. It says on your receipt the return policy, and you should stick to it. This episode annoyed me, because I have seen these types of people before.

[@KaylynnAntoniazzi]

This is the reason customer service is a nightmare. This makes it seem like the rules shouldn't matter. People come in with used, dirty, horrible, severely ran in shoes tell me they wore out in less than a month and demand an exchange (because they are defective LMFAO) so they can then wear them out by running in the rain and mud again and get a new pair without having to buy a new pair for SOMETHING THEY DID. Thank you CBC.

[@arnoldcustom]

customer returns is what put me out of business, our suppliers would not take anything back that was not resalable, and if we were able to get a RMA for an item to retuen, weather just because or it didn't work, we had to pay the shipping back to them, we had a very small hand full of suppliers that would just credit us, and we didn't have to send it back, but we had to destroy the item, and sign a fax saying we did, these returns cost use tens of thousands of dollars over the years, being I don't be leave in 100 to 500% mark ups, most of out mark ups were 30 to 40%, you return a 1200.00$ item that cant be resold, that all out of pocket

[@Chaotclink]

or the fact that you use weather instead of whether or that you use be leave instead of believe.. but what do I know?

[@flext-rex8284]

@@Chaotclink you don't know them, which is important. English could be their 2nd or 3rd language. Just because you don't speak multiple languages besides English doesn't make you better than anyone else.

[@seifalah0626]

I'm glad i'm not the only one a little taken back by the BS put forth here!! These people are going in without original packaging. The product is not resellable and therefore cash refund cannot be issued. How does the store know you didn't use the product already? The ink cartridge could be used, the shoes could be worn... they're not resellable. Store credit is a courtesy unto itself!! This is complete BS

[@lcmark]

+Matt Seifman (YouthDev1836) Well, the ink cartridge appeared to still be sealed in its wrapper. But I do agree with what you're saying.

[@seifalah0626]

if the ink is covered then it could qualify for store credit b/c it could be clearanced / repackaged. However, the tape can be replaced cleanly so it's still a risk...

[@lcmark]

My ink cartridges (for various brands of printers) have always come factory-sealed in a plastic or foil wrapper inside of the box.

[@seifalah0626]

+Mark LC right, but if you open that foil and replace the tape there's no way of knowing it's still brand new

[@lcmark]

Matt Seifman The wrappers I've seen would require full replacement of the wrapper to conceal the fact it's been opened.

[@kennethskirvin469]

Frivolous returns cost retailers millions of dollars a year, and these costs are passed on to consumers. I really wish people would take responsibility for their purchases.

[@savagemadman2054]

Not cool. As someone who had spent 10 years working in retail, this pisses me off. I consider this to be encouraging return fraud, and I am well aware of what kind of impact this behaviour has on the retail market. If you buy at a store, you're agreeing to their terms of sale - which includes their return policy. The customer is NOT always right.

[@paulacruz6239]

As I also workd in retail this just enfuriets me, I has just mad , its becouse of this ppl that I had to deal with the most f** up ppl . Once I even had 1 that buy the same model of the pair of shoes that she already had to come 3 months later with the old ones but the news recit claming that she only used them for three months and that te qualaty was por.. when you could clearly see that they had YEARS of use and were not the ones that she had buyed...

[@itsame2755]

The only thing in this episode that was good was the focus on being calm and friendly. The staff will be more willing to help if you are nice about it vs being angry. I worked in a store credit only place, we sometimes made exceptions if the person was nice. Only other thing was if we couldn't replace a broken item. Thankfully our consumer protection added that clause in years ago because I found it silly that i needed to give store credit when I couldn't replace the item. So it backs up the store credit only, but at least gives the consumer some protection if they can't have their item replaced and aren't interested in anything else. Either way, glad I don't work in customer service anymore.

[@hearts4caro]

2:07 - how to negotiate at the returns desk...more like how to pick a fight with the cashier to get your way

[@Itsdjsigi]

Terrible advice. This is showing people how to steal. I can easily get a shirt from old navy the minute i walk in and not pay for it and then go to the register and say i forgot my reciept can i get money back? like wtf

[@chickennugget6233]

I never considered that people did this. That's crazy!!

[@axolotllan]

@@chickennugget6233 they do and as someone who worked for Gap inc and was present for an apprehension on a person trying it I wouldn't recommend it. The LP agent had watched the customer walk in - pull an empty branded bag out of their pocket put the item in it and walk up and fight for a return with no receipt demanding an immediate exchange no merch credit - no i.d. "they were moving" I stayed to policy until the Lp agent smiled and shrugged at me and I made the exchange being an associate with override capability. The person walked out and less than 10 min later they were back in the office at our store having been apprehended for going through with the theft. The rest of my shift was spent in a room with that agent, the thief, a cop and my manager repeating what happened.

[@chickennugget6233]

@@axolotllan Amazing. I have seen some scummy things in my time in retail but that's pretty low. My worst was when I had a couple come in and buy a few items and a gift card. She immediately ripped the paper off of it that they are attached to, then put it on the belt, but I didn't think anything of it as the bar code was on the card, not paper for me to scan. I asked what they wanted loaded and they told me 15$. So I did and then cue 2 hrs later they come up to the service desk (right next to my line) and start screaming at my coworker about how I charged them 15$ instead of taking off the 15$ from their total because that **** had written on that crumpled piece of paper "Happy Birthday *Her Name*". I was furious. I tried telling my coworker they were lying and to call a manager because they were scamming. I looked right at that couple and point blank told them I saw exactly what happened and that they are lying. I called a manager when my coworker didn't and they did not care at all. The store was failing so badly. Theft was through the roof. After they ignored me on this I refused to ever work cash register again and was strictly sales floor regardless of rush or someone calling in. I wasn't about to be held accountable for someone committing a crime. Unfortunately I needed the work so I had to stay for a few more months. If anything destroys your faith in humanity, working retail will.

[@tianxiaozhang]

@@chickennugget6233 Watch Ocean's Eight if you haven't yet...

[@BoredThatsWhy]

I have worked at retail for 46 years and this is just crazy!

[@meowingmono]

have you ever had return problems

[@akuma4u]

For a second there, I was like "sorry Eno-there will BeNo refund for you"

[@JohnSmith-ii8pp]

The one thing they didn't cover is when to do it. If you try when it's really busy, and hold up a line of customers trying to ask for a manager, and drag it out as long as possible, you might have better luck. They used to train that busy times are the number one time when counterfeit bills are passed.

[@nug2408]

"The point of no Return" 😏

[@jean-pierrecremisini1206]

I Thought that was so clever

[@mcross_]

I work in a sneaker store and at the point of sale we go over our return policy aswell as acknowledging that it says so on the receipt, that we do not offer cash back refunds unless it is a manufacturing fault. If the item was sold over a month ago and is clearly worn, it is all wear and tear that the customer has inflicted. stores credits or exchange of sizing is more than happily dealt with, but just because you change your mind, no way in hell you're getting a cash back refund purely because you changed your mind. But no people have to push the limits of this crap and decide they are special and have 'tantrums' like children because they dont grt what they want.

[@SpectrumSurvivalist]

Are you serious, a set of shoes that wear out in under a month are defective.

[@evey35]

He never said "worn out", he said "wear and tear" (the usual look of shoes that have been worn for a while). Completely different things!

[@mcross_]

+FullSpectrum Survivalist exactly. If they are falling apart in a month they are defective, in which case it goes through head office where they will decide if its worthy of cash back. If it has been over a month, the shoe has had more than enough time of being worn you will not get a refund. Under consumer law in Australia if a company does not have a change of mind policy. We do not under any circumstances have to give you a refund. Especially when it is noted by our company on your receipt that we don't.

[@JungolistMassif]

How can I return opened condoms?

[@CokaKoala]

JungolistMassif i mean ive done it at windixie :x

[@joshkentopp721]

JungolistMassif was is used

[@educatedredneck3342]

JungolistMassif id pay you to get out

[@hitlerpanther5290]

just putback in your whife pussey. ok lol.

[@samlsd9711]

LOl

[@pixie3393]

Best buy is hands down the worst place. Everyone I know who shopped there has gotten some sort of issue with their item. I had a broken camera best buy opened it said it was a manufacturer defect. Sent it to manufacturers, said it was tampered with, because best buy opened it. Had it a week. Then the laptop malfunctioning best buy claiming they must have broken it. In a day. Person argued for an hr. I'm glad you guys did this !! I seen friends do returns while I always get turned down

[@lenaredhead5572]

Why are you closed? The people want to shop in Eaton Ctr. Tell us why you're closed

[@TheGreatMoonFrog]

+Lena Redhead The people deserve to know!

[@funkydung.]

+Lena Redhead wasn't that the guy from the G20 outside screming that

[@jonathanlee2972]

disgraceful piece of journalism

[@surfie007]

In Australia it's illegal for a store not to do refunds even if you don't have the packaging

[@purple4dc]

surfie007 ...only if the item is faulty and not that the buyer had a 'change of mind'. This also applies for sale items

[@phakeAccount]

That's exactly the way it should be. Returns are a cost of doing business. Some are fraudulent some aren't. If you as a retailer can't do what the cost you shouldn't be in business.

[@phakeAccount]

@@r.rodriguez4991 I agree with you that they don't need to do returns. Try running a business with that policy and see how things work out.

[@cop2506]

Is it?

[@kayladelmast8197]

I like the restrictions on a lot of shops when you need a receipt or ID. And if you paid in card your getting it back on your card or on gift card no cash. This stops return fraud thief's who make it harder for the rest of us.

[@Meni69]

This just encourages thieves to steal crap, bring to store and demand cash

[@JoyceGomesBR]

My friend was brave enough once to ask McDonads to give her another burguer. And she did it 3 times in the same day. Bet she got something real special in her food.

[@SorakaOTP462]

Even if she did there's no way she could know, thus she shouldn't even care. Even better, if it was a spit, her immune system have become stronger.

[@donvillo1]

Jizz

[@SorakaOTP462]

donvillo1 *She*. How can she have jizz? Well if that was a pussy juice I would gladly eat it without a second thought.

[@donvillo1]

+Rolandas Grigaitis in her burger... Did you even read what she wrote???

[@SorakaOTP462]

donvillo1 My bad, I read her post too quickly. Still it's very likely that the seller was a woman.

[@Sabi1234567890Asdf]

Hahaha I was at walmart when the security guard took my tv because I didn't have the recipt. They saw I paid for it but the tv got broken durring the whole deal. The next day I went back but didn't have the box the manager refused to return with out the box. Well I was pissed so as a final f you I went home and grabbed the squashed box complete with the previous nights fish dinner and the eggshells and bacon package for breakfast. The manager was at a loss for words... Priceless

[@heyitsme6067]

I hated customers like you. That's f'n ignorant as hell

[@kendradawn8868]

I'd love to see this the other day around. Show how customers talk to employees who are only trying to follow the store policy. I mean there's a policy for a reason, if your just going to abuse it then what's the point? Customers can be bullies to you know.

[@sh0tl0l]

this is the news, what did you expect?

[@CCDevonEleven]

It was super cool how that McDonald's was just like "Oh, you didn't like it? Ok, here you go!" Full refund. But honestly, I sincerely hope nobody does that unless the food is awful, because I'd feel awful abusing someone's kindness.

[@atomicgiraffe250]

If you are idiotic enough to throw away packaging without deciding whether you are actually going to keep the product or not, then you really don't deserve a refund

[@gkiller8168]

Lol at 10:10 Bill doesn't know what a fist bump is. He keeps his hand there for a good 3 seconds after lol.

[@gordonleumear8120]

damn I'm glad in Australia we have a normal change of mind this seems harsh on a retailer worker just trying to do their job.

[@ericb1882]

lol who would of thought, being nice to employees happen to work in your favor

[@dimosk7389]

+Eric bee there is a saying where i live "politeness costs nothing, and can buy everything" i guess this video is the exact proof of that.

[@patrickpelletier6315]

Im honestly glad they pointed out both sides of the issue here because some people seem to overlook the affect on the retail side of things and just focus on themselves. Dont get me wrong customers are important but if a store is too open to stuff like that they need higher prices on anything else which affects the buyers and the amount of sales in that store. If the prices are too high then theres usually a lot less people who will shop there. Which impacts the revenue negatively. As a huge corporation McDonalds is suprisingly open on their return policy. I think they realise its not worth the bad experience for a customer that could return later on and then again they make impressive profits. The amounts are pretty small on the portions but if you think about the mass of customers its definitely a good buisness. Canadian Tire are pretty open to it aswell but there are definitely limits. The liquor store they showed i think the reason they gave him back his bottle is because the manager was fed up. I could be wrong but it doesnt necessarily mean he or she is fed up with you personally but because they have had a rough day or something of the sort. If the bottle wasnt opened there shouldn't be an issue. Store credit though is pretty common with such establishments i find. And lastly a lot of people think sometimes a retail worker is unwilling to help or what it might be but that is false most of the time. Some workers still need to learn to deal with things so im not saying they dont exist but if a worker says they cant get that item or something just question them on why that is. If theyve already told you i wouldn't ask over again because it tends to annoy them as it seems the customer only cares about themselves and are trying to get what they think is the truth out of you when you already have told them how it is. I work retail and on several occasions we've had customers coming to buy something that we have in storage in the back. By storage im not talking about the warehouse. And we could not access that storage at that time and possibly on that day. But some customers understood and asked for a raincheck which if we are allowed to do (on some items we cant) we would make one but some were just plainly disrespectful and i guess ignorant would be a proper word in certain cases. Some forget we are humans too and it annoys us all. Its been to a point where i had been treated that way many times that day that i couldnt stand it and told one directly just how i felt about his disregard. I think he got the image after that but we dont try to piss you off and although we dont ask verbally all we want is a little bit of understanding and if we were able to help some gratitude always helps us through our day.

[@cranberryeater7459]

CBC, Thanks for teaching thousands of punk high school kids how to eat half a meal and get their money back! your contribution is appreciated.

[@dannyhughes4889]

'No Box, no refund' seems a fair approach for both sides. If a client has to pay a re-box fee perhaps he/she will be a little more careful.

[@brianlopez1340]

The actors look like the next cast of baddies for a new home alone movie

[@TSAVVVV]

Horrible! You should know that policies are there for a reason! It's a retail law and everyone knows it! No packaging, no exchange, and specially no return! If you are nice however, you might get away with an exchange!

[@stepcrusher]

Never have I ever had a problem with a return. Big box stores will just give you your money back before a certain amount of time. Retail shops give credits. Ma and Pop shops don't really do returns. Remember this and you're good to go.

[@user-uj6sc7ls9y]

When Wal-Mart bought Woolco, overnight our store had to take back old ripped and stained comforters covered with dog hair, rusty old bicycles with the Woolco logo on them, and things with other store price tags still on them. Wal-Mart wasn't requiring receipts. We had to take stuff back and give cash refunds; we had no choice. Management made us do it. People were so dishonest and loudly entitled about taking advantage. I'm really glad that Canadian stores were finally allowed to put their foot down.

[@kapoyani3498]

why encourage these? no receipt? its not fair to the stores too

[@TomGeek1980]

Because of the CBC now its more harder to return items.

[@BlindGinger]

Really?

[@MaxKing10]

The only store I really return stuff is Walmart. It's very simple. Give them the product, you give the receipt, they ask why, and then pretty much right there they give your money back. I don't return anything from any other store.

[@Commander_HW]

Here in the U.S you can return anything without question asked most of the time. I bought a shower head that isn't a fit for the pile, so i returned it to home depot. I bought something online i didn't like, i returned it without question asked. I bought something online(fairly expensive) and when it's almost a yr, it broke on its own, amazon took it back and give me a new one. Here's what i love about here in the U.S, they know we earned that money hard, so we want our purchase to be fully satisfied. Most place will refund u cash, some places will only return it as a form of store credit

[@RandaRoc]

Most of those things were legit returns but unfortunately people take advantage of the system to commit fraudulent returns, which is theft. That's why a lot of the rules are usually in place.