Was my manager right to refuse to do this refund?

[longlocks]

Today a customer who purchased £200 of boxed chocolate from another store tried to return them as melted. She bought them then drove 300 miles for the family gathering. The manager refused to do a refund on them as the journey in the hot weather melted them. Customer said she had them in the boot in her a/c car. The boot doesn’t have a/c - why I put my fresh and frozen shopping on the back seat, when it’s warm.

Customer blamed us for the melted chocolate!

Why couldn’t the customer buy chocolates from a store nearer to the location?

AIBU - manager should have done refund
AINBU - manager was right

Presuming they were not melted when she left the shop after purchase then of course she shouldn't get a refund.

Yes definitely NBU for refusing a refund. I know some places do packaging that protects the chocolate from melting. Could this be something to look into just in case?

You cannot prove that they weren’t melted before she left the shop. By reason she should be refunded.

Don't be ridiculous!

Of course they weren't melted before she left the store!

Chocolate doesn't go bad from melting, she just needed to put them in the fridge. It reminds me of a rabbit easter egg that came out of the car looking every bit like roadkill, very funny and appreciated more than the original rabbit would have been for the laugh it gave everyone.

No the manager was not unreasonable to refuse the refund, imho

Oh please. 99% of edible products are quality checked before leaving the factory.

But if they are fancier ones then they may have lost shape and look quite rubbish.

She was a CF to even ask for a refund when it's her fault they melted.

It's like buying shoes, getting them muddy and then trying to return them because they're muddy.

Of course it was the customers fault.

Nonsense.

Nice try. Manager 100% right.

I have bought chocolate previously from really hot stores the chocolate goes white and looks gross . I have emailed Cadburys they said it wasn’t stored properly - I was given a voucher ..

however I now leant there are a couple of places I never buy chocolate from because the stores are sweltering hot

Imagine if customers wanted refunds for melted ice cream too!

This person drove 300 miles with the chocolate in the boot of their car.
What are the chances that it was already melted when it was put in??

I’ve worked in retail… if it’s not returned immediately then there no refund.

£200 for a box of chocolates??? Jesus

Your manager is right of course. That customer had some balls even trying it though!

The manager is obviously not required to refund.
However, when I worked in retail we would always take back spoilt food etc. It was just more important to have the customers happy and come back. If she doesnt shop with you anymore in the future its probably a bigger loss.
Thats the managers decision though.

Hahahahahah

they were still edible

I can’t get past £200 for chocolate…

Which is entirely the fault of the customer driving the chocolates around in hot weather

£200 for a box of chocolates??? Jesus

Your manager is right of course. That customer had some balls even trying it though!

How many people regularly spend £200 on chocolate though? The chances of repeat business are low.