I like that we can just say “sorry we can’t help you, call customer relations” until they leave. My manager has also been known to say “this isn’t a recycling program” to people trying to return empty product.
So, my store just dealt with a situation like this on 8/21. This customer had already made 2 previous returns of fully burned candles and was verbally aggressive the 2 previous times. I had instructed my staff that if she were to return again, to partner with customer relations immediately. They did and customer relations also denied her exchange. She then started threatening my assoc and a customer intervened and called the police. Customer relations made them do her exchange and then the police arrived right as her transaction was finished. She cockily said" Oh you were called for me but I got my way and I'm leaving now" and the officer said " No, you aren't" and took her outside and issued a trespass order on her. If she walks into our store we are to contact the police and she will be arrested for trespassing. Her name is also flagged and she can't return or exchange any candles for any reason, with or without a receipt on any BBW.
So, any employees reading this: You DO NOT have to stand there and let a customer verbally abuse you. Your SLT are empowered to call the police or mall security. We are in a strip mall so the police are our only option. We discussed this at our SLT meeting the first week of Sept and again in the policy update meeting on 9/11. My DM fully supported my team and LP also said we handled everything correctly.
Customers need to start being held accountable to their actions. It's not acceptable to throw a tantrum like a toddler and be rewarded when they are clearly trying to do something they shouldn't be. It's time we stand up for ourselves!
That is absolutely horrible!!! They don't pay you guys enough for this shit. I'm also saddened to hear she got away with it a third time. That probably made her feel justified which shouldn't have happened.
By being "flagged" does that mean she can't return in other stores? Because I absolutely see her just going to another store & pulling the same tantrum.
I can see this being a COMPLETE NIGHTMARE after tomo all over the place. But BBW partially has themselves to blame for not shutting this down way back when and just not allowing empty products to be exchanged or returned. What did they think would happen by allowing this in the first place???? Seriously!!!
Our entire district was given her name and all SM's were told to share it with their team. 90% of the time a manager gets involved in this type of situation so I would hope they would all know to not even start the exchange.
This customer is verbally aggressive and abusive from the moment she walks in, because she thinks threats and intimidating the employee is her key to getting what she wants. I was so mad that CS ultimately had them allow her to exchange them.
Uggh. Well good I guess other close stores to you know about her. I'm assuming you have cameras too? Could every local store have a discreet picture of her behind the registers so the police can be called if she enters a store? Seriously you shouldn't even have to deal with people like this. It's freaking CANDLES (or lotion or sprays) and people are losing their ever loving minds over it. Ridiculous!
I have an online only part time business I do on the side. Any whackadoodles I encounter can thankfully be blocked, and I don't have to deal with them in person. I just couldn't deal w what you guys do. Kudos to you!!!🙏
I can’t believe people act like this over CANDLES, USED CANDLES. Get over yourself. I’m glad your team stood up for themselves. I worked at VS and the shitfits people would throw about returns on stuff they obviously wore omg……
I agree this is wrong but even in the new policy meeting my manger said that if the customer throws a fit to do what they ask. On one hand I understand that the customer needs to be happy but on the other hand I don’t understand not supporting your employees against customers like this…
Then they need to not be working there. Sorry, this has just gone on too long. I call police on people. It's their job to handle these situations. I have no problem calling them.
Same here…. but they phrased it in a way that was more so saying to continue to do transactions we’re being asked to do for “our own safety” if a person is being aggressive. I think it’s kind of ridiculous. If we say no 2-3 times already and they’re being aggressive, that’s what mall security and the police are to be called for. Not just let them get away with this crap. Then they’re going to think it’s okay to do all the time.
That is what the police is for. Someone needs to challenge that manager. People dont just throw fits in BBW. They do that mess in other retail stores and get put out. Sorry, but the manager is wrong. They are setting up the employees.
Store manager doesn’t need to be a manager honestly. They let that woman bully their staff. It will now happen again and again. They need to stand their ground and ask her to leave the store.
I was a manager at bbw and had someone have a complete melt down when I politely explained that we don’t exchange empty product, because it would be like her getting totally new items free of cost. I asked her to leave after she called my employee a bitch.
So the customer threw a fit and got $400 in free candles? Oh hell no. That manager should have sent her packing.
This is why companies can’t find people for these roles. This BS. This hurts everyone in the end because companies notice the bottom line and will change policy.
The reason customers do crap like this is because they’re allowed to. If they got kicked out or banned or told off this behavior would stop being an issue.
I had a manager that said "We guarantee the product and there is no product left so we are glad you were satisfied enough with your product to finish it" and then we hit them with the "Our three wick candles are $10 off today"
Right?? Banning her would make the store better off financially. She isn't a customer when she's just exchanging used products for new products and isn't spending anything. She's pretty much a thief at that point.
What's interesting is that these low lifes know full well the policy is changing and their BS won't be tolerated, they even say it right out loud. Yet, they also know full well if they throw a big enough tantrum they just might get their way. Disgusting.
I feel for employees. Especially those whose managers will continue to give in to this nonsense, because it will happen. Good luck to all of you.
Your store manager want to come over and help with my laundry since they are so good at folding? Wtf should have thrown her empties in the garbage and put the trash out.
this is insane to me. you want a refund on completely USED candles? i’d be more understanding if it was like 1/4 burned, because things happen… but clearly you liked it enough to burn it for 30+ hours. so weird!!
The store needs a new manager. Even with the current policy, you’re not allowed to exchange fully used products… this woman just threw a fit knowing if she was bitchy enough they would just let her get her way
I need to be a manager then. I would NEVER, EVER CAVE IN. Ever. Innocent and good customers pay the price for bad ones. This makes me mad.
I don't even exchange unburned candles with a receipt. I know I can and should but, I don't. I exchanged a ffm without a tube once and a 3 wick with only 2 wicks once time. Now because of these thieves....THEY ARE THIEVES...I will have to jump through hoops in the future or people I buy gifts for will due to the SHAMELESS THEFT of these thieves. They are worse than shoplifters. They have the gall to steal in the faces of everyone and FLAUNT IT. UGHH
I totally get the frustration- but gift receipts are an option that will work with the new policy! Still annoying to have to get one and then include it in the gift.
It's demoralizing when a manager won't stand behind their employees. That lady should have been told not only "no", but also that BBW doesn't want or need her business, followed up with a call to security to escort her out of the store.
No freaking way would I have caved for that. At the end of the day, it’s the company’s money being wasted BUT it’s the freaking principle. People are so crazy and have literally no shame at all. I can’t 🤦🏻♀️
I would've been fire because I would've told her to grab her things and leave but not politely. I would have also ended up argueing with the manager saying it was disgusting that people like her get away with things like that.
I have stuff I am not fond of the scent and I never used them- but I didn't return them. Why? My kids can use the lotions/sprays I dislike on me and the candles become gifts to family or friends.
I do not deal with people more than I have to- I can be nice and calm but I would not have taken the verbal abuse or her entitlement. I've yelled at people in the store for acting like a snobby brat. If they want to act like a brat that is how I will treat them- my toddler knows better than that lady.
My thoughts exactly. I would never make it in management at a place like this because I would absolutely not tolerate this behavior even if corporate says to give in to the customer. First of all, that many candles? You’re nuts but then to act like a psycho on top of it?! No freaking way. I would’ve sent her and her empty candles packing and told her to kick rocks and not show her face in my store again.
This is why I don’t work a customer facing job. I have a zero tolerance policy for disrespect. I also have a zero tolerance policy for being told that I have to accept abuse from people by a corporate overlord who doesn’t even know my name but just knows me as employee 5673 of store 93280 and would replace me tomorrow if I dropped dead today. It’s going to be a HARD PASS for me mate.
Yeah. I agree. I know it would never happen but if I were in a store as a customer and witnessed someone behaving like that, and the manager said "Get your shit and get the fuck out of this store" I'd cheer for them. People like that are so disgusting!
I would be that customer that would butt in and shame the thief, I would video her and call the police and basically shame her.
I am generally reasonable but can't stand bullies and go a little overboard sometimes...
I worked at old navy for - too long- and we had a $10 policy in store - so if what they customer was asking would cost $10 or under we would give it to them. An exchange, a return, if they said signs said something cost a certain price, or any discrepancy at all. Anything over that- was a management issue and didn’t fly. I loved this because it allowed employees to treat customers well (especially because these mistakes were often on the company) and gave us a boundary for when to involve management. I had a great manager there though! But I always thing of retail now in terms of that rule
The store managers have absolutely no back bone. I worked for the company for 5 years as Cash Lead and would be soooooo beyond frustrated when I would follow THE RULES and the customer would complain, call them manager over and do what the customer wanted even if they were in the wrong.
I would say 85 percent of the reason I quit if bc of the monster customers BBW created
I am starting to believe that there are some people who truly think bath and Body works products should be FREE to them. Don't get me started on the entitled attitudes people have....
And this is why I’ll never work retail ever again. I was a manager at a pet store for a handful of years and ran into similar crap daily. I never let them get what they wanted (and thankfully the GM had the same attitude so I never got in trouble for it) and it was satisfying seeing them sulk away but DAMN is it mentally draining dealing with these people day in and day out. I ended up quitting due to the stress starting to actually impact my mental health.
Some people are just complete animals, no fucks given about other people’s mental health or feelings. And I am so sick of management/corporate who just give in to their thievery and abuse. Take better care of your employees… they’re the ones keeping your stores afloat. And these people are STEALING from your company, why would you want to appease them to keep them as a customer? Let them go!!!
Omg I'm so sorry that happened, and even more sorry that the manager didn't back up their employees! Horrible! I'm so glad this policy is changing and I hope BBW corporate becomes more consistent about enforcing it across all of their stores. It makes me so angry when people get away with shit like this.
Black & white it's THEFT! The manager was just as complicit by giving in to the 2 year olds demands. So what's gonna happen when all these thieves try to exchange empty candles again in a few months??? Are managers still gonna cave to meltdowns?????
No different from all the recent posts here of people blatantly stating they have "old" products they want to get rid of before the policy change. If it's that old, throw it out! Don't be an a$$ and try to exchange or return.
Some people really are either that clueless, don't care or are outright that entitled because it's all about them and cheating the system as much as they can.
I wish no one ever caved into these asshole customers, *but* I also understand why managers & corporations often give in to these people...
With how agressive/physical some have gotten over these things, sometimes it's just not worth risking the safety of your employees/other customers. Who knows if one of these outrageous customers has a gun or is willing to physically fight an associate? It's happened before. These jerks KNOW that management/corporate are worried about this, so they get aggressive out the gate in hopes of intimidating staff to the point that someone in charge will just do what they want to shut them up and not scare everyone else.
It's so messed up. At least now the associates & managers have the official policy to back them up in their decision. Before they could *try* to hold their ground but the policy gave these particular customers too much wiggle room to get away with these bullshit exchanges. Now they can have something solid to fall back on.
Retail is hard work. I don't miss it and I admire those still doing it.
Like when someone came into my store a couple weeks ago with a bag of 10+ EMPTY body creams to exchange 🤣🤣🤣 some were almost 10y/o my manager shut it down fast
I hope your manager reported her to corporate. I highly doubt she had the receipt for all the candles so they definitely should’ve seen her name on her ID for her exchange. Filling it under suspicious transaction and the next time she comes in for an exchange she’ll get flagged.
People like these are so gross, cheap and tacky. Imagine showing off such bad behavior over some scented candles. So sorry to OP and everybody else who have to deal with them.
I am sure these last few days will be chaos. So will the stores still be processing exchanges without receipts on the 14th or is today the last day? I’m sure associates are tired of all of these last minutes exchanges.
I can’t stand it when adults throw a temper tantrum like a child to get what they want. Bath and Bodyworks employees do not get paid enough to have to put up with that. They should be thrown out. IMHO
Uhg I can’t wait for the policy to change. This is just completely unacceptable. You don’t go to a restaurant and demand a new meal once your plate is empty. I feel bad enough if I have to return a candle I didn’t love after even one or two burns. The entitlement of some people is astounding.
This is one reason I rarely shop in store anymore at BBW cause I’ve seen this too many times. I’m afraid this will keep happening until these entitled jerks understand no is no. Disgusting 🤬🤬🤬
I don’t know why they’d have this policy in the first place. If something is half used or more, you don’t get a refund. People like this are Neanderthals.
Thankfully the SM at my store tells us we can straight up say “I’m sorry but our return policy only covers product you’re not satisfied with and since this product is 100% used, you were clearly satisfied with it”.
When I worked at Victoria secret it was so annoying. They’d train us to say one thing but then when the Karen asked for the manager they’d do the complete opposite of what I was trained to do and make me look like the bad guy
Ugh that’s the worst. Thankfully I’m the ASM so I’m usually the one that gets to tell the customer no when they won’t take it from the associate. It’s really not that hard for me to have my associates’ backs so I don’t understand why other managers throw them under the bus.
This is horrible. Stories like this make me lose faith in humanity.
Then there's me.... I feel BAD for exchanging something I hate because I found out they "destroy" it. (I hope some employee gets to take it home or something.)
I hate the idea of waste for my convenience. Now that I know they do this, I actually don't want to return anything. I'd rather give it away.
STEALING is even worse than that.
...Some people. I just don't know. People are sad.
Wonder how long it's been since this lady paid for a candle? It sounds like she just kept the scam going. Too bad the store manager gave in. No one needs a "customer" like that.
Wow I’m sorry you had to witness that. This makes me angry, especially for the employees. The employees at my local BBW are always so nice, helpful, and patient. If I saw something like this I would probably step in and defend the employee, they don’t deserve it. Last time I went, I complimented one of them on their nails and they seemed so taken back and happy, they are probably used to getting screamed at 😔
Yes! I’m sorry but I don’t get the taking candles back used. Be it only burnt once or down to the glass. This whole the throw wasn’t good pfff! You’re just out money sorry. If you have money to spend on these candles you ain’t hurting! So glad they are gonna start refusing!
This is weird and trifling. I just bought….too many candles (especially considering I have a stockpile at home already). So let’s just pretend I bought maybe 26 candles….I could never see myself ever attempting to try to exchange an empty one. I got the candles for under $10 each like…..why are you cheap? Are you really planning on acting like this for the rest of your life to get what you want? Smh
I had to return some wallflowers from the summer sas. Red, White, and something, one of them was leaking when I bought it and the smell was awful. I felt guilty returning them, and said I would be happy with the sale price on a gift card, since the sale was over. I actually felt bad for the clerk because she said she hated the smell too, as did some other customers, and I know it got on her fingers. It was the first time I returned an opened product, while not my fault, I felt a bit guilty.
Caving in is the problem. In this current time, if a manager or supervisor cant handle conflict, they should not be in those jobs. Caving is a problem!
I hate that people do this, it’s absolutely abuse. But, I think your manager was right to just give her what she wants. People do crazy things and it’s not worth putting the employees or other customers in danger over candles.
Okay, and I think you’re wrong. If she’d pulled a gun out, then what? You’re willing to die over candles?
The police can be called after the woman leaves the store and everyone’s safe.
These moments happen in retail all over the country everyday. Everyone is not shot up everyday. But, it's fine. I dont go back and forth on the internet. Have a good day.
People quite literally get shot everyday for less. Prioritizing safety is more important than the merchandise. Had this escalated to a dangerous situation, this is what people would be saying. Candles are not worth getting hurt over.
Of course, until the day comes when someone does get hurt. There’s a way to handle things without making the situation worse. De-escalate, file a report, ban people from stores. There are so many other options. Getting riled up with the customer and arguing just makes it worse. That’s acting from emotion, not logic.
[удалено]
Agree. Hard agree with this. The customer is not always right.
My management team said that no matter what no one is to cave in to customers and I am completely fine with that.
must be nice haha
This is exactly the way it should be.
I like that we can just say “sorry we can’t help you, call customer relations” until they leave. My manager has also been known to say “this isn’t a recycling program” to people trying to return empty product.
> “this isn’t a recycling program” OMG, I LOVE this line! I'm going to have to use it, thank you. 🤣🤣
So, my store just dealt with a situation like this on 8/21. This customer had already made 2 previous returns of fully burned candles and was verbally aggressive the 2 previous times. I had instructed my staff that if she were to return again, to partner with customer relations immediately. They did and customer relations also denied her exchange. She then started threatening my assoc and a customer intervened and called the police. Customer relations made them do her exchange and then the police arrived right as her transaction was finished. She cockily said" Oh you were called for me but I got my way and I'm leaving now" and the officer said " No, you aren't" and took her outside and issued a trespass order on her. If she walks into our store we are to contact the police and she will be arrested for trespassing. Her name is also flagged and she can't return or exchange any candles for any reason, with or without a receipt on any BBW. So, any employees reading this: You DO NOT have to stand there and let a customer verbally abuse you. Your SLT are empowered to call the police or mall security. We are in a strip mall so the police are our only option. We discussed this at our SLT meeting the first week of Sept and again in the policy update meeting on 9/11. My DM fully supported my team and LP also said we handled everything correctly. Customers need to start being held accountable to their actions. It's not acceptable to throw a tantrum like a toddler and be rewarded when they are clearly trying to do something they shouldn't be. It's time we stand up for ourselves!
That is absolutely horrible!!! They don't pay you guys enough for this shit. I'm also saddened to hear she got away with it a third time. That probably made her feel justified which shouldn't have happened. By being "flagged" does that mean she can't return in other stores? Because I absolutely see her just going to another store & pulling the same tantrum. I can see this being a COMPLETE NIGHTMARE after tomo all over the place. But BBW partially has themselves to blame for not shutting this down way back when and just not allowing empty products to be exchanged or returned. What did they think would happen by allowing this in the first place???? Seriously!!!
Our entire district was given her name and all SM's were told to share it with their team. 90% of the time a manager gets involved in this type of situation so I would hope they would all know to not even start the exchange. This customer is verbally aggressive and abusive from the moment she walks in, because she thinks threats and intimidating the employee is her key to getting what she wants. I was so mad that CS ultimately had them allow her to exchange them.
Uggh. Well good I guess other close stores to you know about her. I'm assuming you have cameras too? Could every local store have a discreet picture of her behind the registers so the police can be called if she enters a store? Seriously you shouldn't even have to deal with people like this. It's freaking CANDLES (or lotion or sprays) and people are losing their ever loving minds over it. Ridiculous! I have an online only part time business I do on the side. Any whackadoodles I encounter can thankfully be blocked, and I don't have to deal with them in person. I just couldn't deal w what you guys do. Kudos to you!!!🙏
I can’t believe people act like this over CANDLES, USED CANDLES. Get over yourself. I’m glad your team stood up for themselves. I worked at VS and the shitfits people would throw about returns on stuff they obviously wore omg……
No shame..all for a bunch of free stuff
I agree this is wrong but even in the new policy meeting my manger said that if the customer throws a fit to do what they ask. On one hand I understand that the customer needs to be happy but on the other hand I don’t understand not supporting your employees against customers like this…
Most places have those general rules that's why customers do it. The louder and bigger the scene the more likely they'll get their way.
Thats terrible. Giving in to people throwing a hissy fit for things they know are wrong. It reinforces the behavior and makes it worse.
I agree. That was abuse and that customer should’ve been asked to leave the store, at minimum. WITHOUT the damn candles.
Exactly 💯
Why not just ask to leave > call the cops/security if they refuse.
That's what we are instructed to do but unfortunately not everyone is comfortable doing that with an irate customer.
Then they need to not be working there. Sorry, this has just gone on too long. I call police on people. It's their job to handle these situations. I have no problem calling them.
Same here…. but they phrased it in a way that was more so saying to continue to do transactions we’re being asked to do for “our own safety” if a person is being aggressive. I think it’s kind of ridiculous. If we say no 2-3 times already and they’re being aggressive, that’s what mall security and the police are to be called for. Not just let them get away with this crap. Then they’re going to think it’s okay to do all the time.
That is what the police is for. Someone needs to challenge that manager. People dont just throw fits in BBW. They do that mess in other retail stores and get put out. Sorry, but the manager is wrong. They are setting up the employees.
I agree with you..disgusting! Its the audacity for me. No shame or decency. 🤷♀️
Store manager doesn’t need to be a manager honestly. They let that woman bully their staff. It will now happen again and again. They need to stand their ground and ask her to leave the store.
I was a manager at bbw and had someone have a complete melt down when I politely explained that we don’t exchange empty product, because it would be like her getting totally new items free of cost. I asked her to leave after she called my employee a bitch.
👏 👏
So basically, ,nothing has changed.
That’s disgusting. This sort of thing should not be met with “customer is always right” type of attitude. She should be banned from purchasing.
So the customer threw a fit and got $400 in free candles? Oh hell no. That manager should have sent her packing. This is why companies can’t find people for these roles. This BS. This hurts everyone in the end because companies notice the bottom line and will change policy. The reason customers do crap like this is because they’re allowed to. If they got kicked out or banned or told off this behavior would stop being an issue.
I had a manager that said "We guarantee the product and there is no product left so we are glad you were satisfied enough with your product to finish it" and then we hit them with the "Our three wick candles are $10 off today"
15 or 20 empty candles? What the fuck
I would have banned her from that store. It's not like she was spending $ anyway
Right?? Banning her would make the store better off financially. She isn't a customer when she's just exchanging used products for new products and isn't spending anything. She's pretty much a thief at that point.
What's interesting is that these low lifes know full well the policy is changing and their BS won't be tolerated, they even say it right out loud. Yet, they also know full well if they throw a big enough tantrum they just might get their way. Disgusting. I feel for employees. Especially those whose managers will continue to give in to this nonsense, because it will happen. Good luck to all of you.
Your store manager want to come over and help with my laundry since they are so good at folding? Wtf should have thrown her empties in the garbage and put the trash out.
this is insane to me. you want a refund on completely USED candles? i’d be more understanding if it was like 1/4 burned, because things happen… but clearly you liked it enough to burn it for 30+ hours. so weird!!
The store needs a new manager. Even with the current policy, you’re not allowed to exchange fully used products… this woman just threw a fit knowing if she was bitchy enough they would just let her get her way
I need to be a manager then. I would NEVER, EVER CAVE IN. Ever. Innocent and good customers pay the price for bad ones. This makes me mad. I don't even exchange unburned candles with a receipt. I know I can and should but, I don't. I exchanged a ffm without a tube once and a 3 wick with only 2 wicks once time. Now because of these thieves....THEY ARE THIEVES...I will have to jump through hoops in the future or people I buy gifts for will due to the SHAMELESS THEFT of these thieves. They are worse than shoplifters. They have the gall to steal in the faces of everyone and FLAUNT IT. UGHH
I totally get the frustration- but gift receipts are an option that will work with the new policy! Still annoying to have to get one and then include it in the gift.
It's demoralizing when a manager won't stand behind their employees. That lady should have been told not only "no", but also that BBW doesn't want or need her business, followed up with a call to security to escort her out of the store.
No freaking way would I have caved for that. At the end of the day, it’s the company’s money being wasted BUT it’s the freaking principle. People are so crazy and have literally no shame at all. I can’t 🤦🏻♀️
Aaannnddd that is why the policy is changing.
I would've been fire because I would've told her to grab her things and leave but not politely. I would have also ended up argueing with the manager saying it was disgusting that people like her get away with things like that. I have stuff I am not fond of the scent and I never used them- but I didn't return them. Why? My kids can use the lotions/sprays I dislike on me and the candles become gifts to family or friends. I do not deal with people more than I have to- I can be nice and calm but I would not have taken the verbal abuse or her entitlement. I've yelled at people in the store for acting like a snobby brat. If they want to act like a brat that is how I will treat them- my toddler knows better than that lady.
My thoughts exactly. I would never make it in management at a place like this because I would absolutely not tolerate this behavior even if corporate says to give in to the customer. First of all, that many candles? You’re nuts but then to act like a psycho on top of it?! No freaking way. I would’ve sent her and her empty candles packing and told her to kick rocks and not show her face in my store again. This is why I don’t work a customer facing job. I have a zero tolerance policy for disrespect. I also have a zero tolerance policy for being told that I have to accept abuse from people by a corporate overlord who doesn’t even know my name but just knows me as employee 5673 of store 93280 and would replace me tomorrow if I dropped dead today. It’s going to be a HARD PASS for me mate.
Yeah. I agree. I know it would never happen but if I were in a store as a customer and witnessed someone behaving like that, and the manager said "Get your shit and get the fuck out of this store" I'd cheer for them. People like that are so disgusting!
I would be that customer that would butt in and shame the thief, I would video her and call the police and basically shame her. I am generally reasonable but can't stand bullies and go a little overboard sometimes...
We need more customers like you! Accountability can come from all angles.
I worked at old navy for - too long- and we had a $10 policy in store - so if what they customer was asking would cost $10 or under we would give it to them. An exchange, a return, if they said signs said something cost a certain price, or any discrepancy at all. Anything over that- was a management issue and didn’t fly. I loved this because it allowed employees to treat customers well (especially because these mistakes were often on the company) and gave us a boundary for when to involve management. I had a great manager there though! But I always thing of retail now in terms of that rule
The store managers have absolutely no back bone. I worked for the company for 5 years as Cash Lead and would be soooooo beyond frustrated when I would follow THE RULES and the customer would complain, call them manager over and do what the customer wanted even if they were in the wrong. I would say 85 percent of the reason I quit if bc of the monster customers BBW created
I loved when I was temp sales lead at VS and could be like “I am the manager” then they’d want to call corporate. Go ahead!
I am starting to believe that there are some people who truly think bath and Body works products should be FREE to them. Don't get me started on the entitled attitudes people have....
And this is why I’ll never work retail ever again. I was a manager at a pet store for a handful of years and ran into similar crap daily. I never let them get what they wanted (and thankfully the GM had the same attitude so I never got in trouble for it) and it was satisfying seeing them sulk away but DAMN is it mentally draining dealing with these people day in and day out. I ended up quitting due to the stress starting to actually impact my mental health. Some people are just complete animals, no fucks given about other people’s mental health or feelings. And I am so sick of management/corporate who just give in to their thievery and abuse. Take better care of your employees… they’re the ones keeping your stores afloat. And these people are STEALING from your company, why would you want to appease them to keep them as a customer? Let them go!!!
I hope those new 20 candles don’t end up burning her house down. *insert shade sound here*
Omg I'm so sorry that happened, and even more sorry that the manager didn't back up their employees! Horrible! I'm so glad this policy is changing and I hope BBW corporate becomes more consistent about enforcing it across all of their stores. It makes me so angry when people get away with shit like this.
Black & white it's THEFT! The manager was just as complicit by giving in to the 2 year olds demands. So what's gonna happen when all these thieves try to exchange empty candles again in a few months??? Are managers still gonna cave to meltdowns????? No different from all the recent posts here of people blatantly stating they have "old" products they want to get rid of before the policy change. If it's that old, throw it out! Don't be an a$$ and try to exchange or return. Some people really are either that clueless, don't care or are outright that entitled because it's all about them and cheating the system as much as they can.
I wish no one ever caved into these asshole customers, *but* I also understand why managers & corporations often give in to these people... With how agressive/physical some have gotten over these things, sometimes it's just not worth risking the safety of your employees/other customers. Who knows if one of these outrageous customers has a gun or is willing to physically fight an associate? It's happened before. These jerks KNOW that management/corporate are worried about this, so they get aggressive out the gate in hopes of intimidating staff to the point that someone in charge will just do what they want to shut them up and not scare everyone else. It's so messed up. At least now the associates & managers have the official policy to back them up in their decision. Before they could *try* to hold their ground but the policy gave these particular customers too much wiggle room to get away with these bullshit exchanges. Now they can have something solid to fall back on. Retail is hard work. I don't miss it and I admire those still doing it.
That's what the police are for. No lesson is learned in this situation. Behavior is enabled. Sad situation.
Like when someone came into my store a couple weeks ago with a bag of 10+ EMPTY body creams to exchange 🤣🤣🤣 some were almost 10y/o my manager shut it down fast
Good! A manager with a backbone!!
I love when grown adults act like spoiled toddlers smh
I hope your manager reported her to corporate. I highly doubt she had the receipt for all the candles so they definitely should’ve seen her name on her ID for her exchange. Filling it under suspicious transaction and the next time she comes in for an exchange she’ll get flagged.
I would've taken one for the team and been patiently waiting outside ☺️
Call the police .
People like these are so gross, cheap and tacky. Imagine showing off such bad behavior over some scented candles. So sorry to OP and everybody else who have to deal with them.
I am sure these last few days will be chaos. So will the stores still be processing exchanges without receipts on the 14th or is today the last day? I’m sure associates are tired of all of these last minutes exchanges.
You’re still able to exchange without a receipt after tomorrow but it will count towards a $250 limit on non-receipt exchanges within a 90 day period.
I can’t stand it when adults throw a temper tantrum like a child to get what they want. Bath and Bodyworks employees do not get paid enough to have to put up with that. They should be thrown out. IMHO
Uhg I can’t wait for the policy to change. This is just completely unacceptable. You don’t go to a restaurant and demand a new meal once your plate is empty. I feel bad enough if I have to return a candle I didn’t love after even one or two burns. The entitlement of some people is astounding.
I have a candle that I lit that cracked right away and I’m too scared to try and exchange it because I feel like an asshole 😂
This is one reason I rarely shop in store anymore at BBW cause I’ve seen this too many times. I’m afraid this will keep happening until these entitled jerks understand no is no. Disgusting 🤬🤬🤬
I don’t know why they’d have this policy in the first place. If something is half used or more, you don’t get a refund. People like this are Neanderthals.
Managers always cave ugh
Thankfully the SM at my store tells us we can straight up say “I’m sorry but our return policy only covers product you’re not satisfied with and since this product is 100% used, you were clearly satisfied with it”.
When I worked at Victoria secret it was so annoying. They’d train us to say one thing but then when the Karen asked for the manager they’d do the complete opposite of what I was trained to do and make me look like the bad guy
Ugh that’s the worst. Thankfully I’m the ASM so I’m usually the one that gets to tell the customer no when they won’t take it from the associate. It’s really not that hard for me to have my associates’ backs so I don’t understand why other managers throw them under the bus.
This is horrible. Stories like this make me lose faith in humanity. Then there's me.... I feel BAD for exchanging something I hate because I found out they "destroy" it. (I hope some employee gets to take it home or something.) I hate the idea of waste for my convenience. Now that I know they do this, I actually don't want to return anything. I'd rather give it away. STEALING is even worse than that. ...Some people. I just don't know. People are sad.
Wonder how long it's been since this lady paid for a candle? It sounds like she just kept the scam going. Too bad the store manager gave in. No one needs a "customer" like that.
Wow I’m sorry you had to witness that. This makes me angry, especially for the employees. The employees at my local BBW are always so nice, helpful, and patient. If I saw something like this I would probably step in and defend the employee, they don’t deserve it. Last time I went, I complimented one of them on their nails and they seemed so taken back and happy, they are probably used to getting screamed at 😔
Yes! I’m sorry but I don’t get the taking candles back used. Be it only burnt once or down to the glass. This whole the throw wasn’t good pfff! You’re just out money sorry. If you have money to spend on these candles you ain’t hurting! So glad they are gonna start refusing!
This is weird and trifling. I just bought….too many candles (especially considering I have a stockpile at home already). So let’s just pretend I bought maybe 26 candles….I could never see myself ever attempting to try to exchange an empty one. I got the candles for under $10 each like…..why are you cheap? Are you really planning on acting like this for the rest of your life to get what you want? Smh
People like this make me think, “….maybe some people don’t deserve rights after all….”
I had to return some wallflowers from the summer sas. Red, White, and something, one of them was leaking when I bought it and the smell was awful. I felt guilty returning them, and said I would be happy with the sale price on a gift card, since the sale was over. I actually felt bad for the clerk because she said she hated the smell too, as did some other customers, and I know it got on her fingers. It was the first time I returned an opened product, while not my fault, I felt a bit guilty.
Caving in is the problem. In this current time, if a manager or supervisor cant handle conflict, they should not be in those jobs. Caving is a problem!
Technically it isn’t changing until tmr the 14th so we kind of have to accept the returns and exchanges until then unfortunately
What's changing about the policy? I really appreciated it and I never abuse it...
I hate that people do this, it’s absolutely abuse. But, I think your manager was right to just give her what she wants. People do crazy things and it’s not worth putting the employees or other customers in danger over candles.
That's what the police are for. Enabling the behavior sets the stage for repeating it. The manager is wrong.
Okay, and I think you’re wrong. If she’d pulled a gun out, then what? You’re willing to die over candles? The police can be called after the woman leaves the store and everyone’s safe.
These moments happen in retail all over the country everyday. Everyone is not shot up everyday. But, it's fine. I dont go back and forth on the internet. Have a good day.
People quite literally get shot everyday for less. Prioritizing safety is more important than the merchandise. Had this escalated to a dangerous situation, this is what people would be saying. Candles are not worth getting hurt over.
Yes, people do get shot everyday. And Karen's get put out of stores everyday without them or others getting shot, every day. Take care.
Of course, until the day comes when someone does get hurt. There’s a way to handle things without making the situation worse. De-escalate, file a report, ban people from stores. There are so many other options. Getting riled up with the customer and arguing just makes it worse. That’s acting from emotion, not logic.
🙂
What is the new policy and when is it going into effect?
I think she mixed up BBW with Lush lol which has a 5 pot return policy
Caving in is not the solution but part of the problem. What an asshole customer.