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

I don't disagree with it! Is also think it's cheeky to ask for a refund.

It’s not about who is right or wrong. If you took a chicken home and opened it the next day to find it was off even though still in date who is to blame you for potentially not storing it correctly or the shop. It cannot be proven either way. As such the supermarkets refund. It’s the same principal. Unless the box lid is clear you cannot prove that the chocolates weren’t melted prior to leaving the shop. It doesn’t matter how much of a prize CF she is. She needs a replacement

There were about 25-28 boxes of chocolate at £7,50-8 each. It was a box we don’t sell

Then why would you consider a refund even if the goods were in perfect condition? What am I missing?

Ate you a chain store and she bought them in another store from the chain or somewhere random?
Wonder if she hadn't said that she travelled with them, would she have been refunded?

I bought an Easter egg from Tesco and when I opened it at home, it was white with that bloom on top. I emailed them and got a refund. I have also ordered chocolate from Hotel chocolat before and it arrived in a melted heap. Lots of it. Again I sent a photo immediately and got a full refund.

It is impossible to know what led to the melting.

So you’re saying she knowingly bought melted chocolates from a store? She would have obviously noticed if they were melted when she bought them!

😂

practically none . I was just saying that how they are stored in stores matter too .

I thought £200 would be high end chocolates that would be care and attention to storage would be given .

I've genuinely had a customer return ice cream because it was 'too frozen'. She liked to eat it as soon as she got home and couldn't. She did it twice!

She sounds stupid AF and a cheeky fucker to boot.

Normally I'm a "it's not worth the aggro" sort of person, but I wouldn't refund this either.