STYLETHREAD -- LET'S TALK SHOP!

Hmm, that's tough. I would let her know when she purchases these items, that it is FINAL SALE. Some stores only let you return so much stuff, so maybe you can say she met the return limit and for future purchases, she will no longer be able to return items. I have a client who constantly does this and unfortunately the store I work for has a very liberal return policy, really not one at all, so she gets away with it and it's very annoying.

i think the easiest thing to do would be to implement a new policy regarding returns. it seems as though this customer shops at your store a lot since she knows your schedule.  i wouldn't necessarily single her out, since you don't really want to run the risk of her bad mouthing your business in the area. i would simply employ something along the lines of returns over $100 need a owner/manager's approval. that way either you, or someone other than just the sales associates are approving all returns and making sure they're legit.

okay this may sound harsh, but for me this would be a reason to fire the sales associate, or at least give her a very stern lecture. i understand that everyone makes mistakes, but $10,000 of worn clothing is a bit much. i can't believe it didn't dawn on her as suspicious in the least way. i mean who returns $10,000 in a day.

I totally agree with honey.  I think restructuring your return policy is in order.  A return policy in which purchases over $100 must be approved by a manager seems reasonable.  Or a policy in which the clothes must be unworn, in the same condition in which they were bought, with the tags still on also seems reasonable.  I would caution against taking it out on that specific customer because if she is a big spender and has big spender friends, then you don't want your store's reputation to be tarnished, you know?

I also agree that you need to talk to the SA.  She sounds a bit naive, to be honest.  I wouldn't be too harsh with her because if she's just a sweet, naive girl, chances are she'll feel bad about it once you bring it to her attention and it won't happen again.  If she's just kinda dense and doesn't understand why it's a big deal, then she's going to end up costing you more than she's worth and it's probably better that you just let her go now instead of letting this happen again.

I don't envy being you right now.  That's a crappy situation all around. 

When she comes in to buy that next $7,000 worth of stuff, could you be there? I know it might be your day off, so that would stink, but them you could confront her to her face. Not necessarily be extremely aggressive, because like everyone said, she might have big spender friends and you don't want to be the nasty store owner. But just enough to let her know that you're on to her.

Kitty wrote:

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BTW, let us know how it turns out! I'm interested now..

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Ditto! 

Well girls here is what ended up happening -

After holding the mechandise for the customer for our 3 day hold policy and giving her 2 phone calls to remind her , we put the merchandise back out on the sales floor.

So she came in yesterday. She flew into a rage screaming at one of my employees that she "Demanded" to know why her items were not on hold and several had been sold. I heard all the noise from my office and came out. I stepped between her and the employee and said

" Mrs X. Excuse me, but I can not allow you to speak to my employees in that manner. What is the problem "- so she proceeds to complain about her items no longer being on hold. (no mention of course of her HUGE return). After she rants and calms down I said
"I am well aware of the Entire situation, including what led up the hold. As you and I both know my return policy is quite straightforward and fair. Obviously you would not expect someone else to recieve special treatment, which is why I cant extend special treament to you either. The return was not authorized. The hold was held for 3 days, and you were given 2 reminder phone calls. I can assist you in finding new items, but I insist that you will have to follow the same guildlines all my customers do"

So then she proceeds to act like the return never happend! She says " really , what return?" "I cant remember it being so much! Oh I feel bad. I didnt realize..."

So anyways , I sold her some new items. Gave her a copy of my Hold policy and my return policy.

P.s Added my return policy to the bottom of the recipect so all customers initial it. When I had her initial it I informed her that this protected our business against unauthorized returns, so that we could REVERSE the return charges. YOU SHOULD HAVE SEEN HER FACE!

The best part is someone she works with came in this morning saying that "Mrs Z hates how boutiques have such short return policys, but she has to put up with it because we have the best merchandise."

So there it is ....