I bought a pair of snow pants last year for my son that turned out to be too big. I put them away for this year.
The first time he put them on, the snap popped right out of the fabric. I took them back and asked if they could help me. Nope, their hands are tied, they tell me. No receipt and no longer in their system.
It is a brand they carry in their store, and they have them in stock right now, just not last year's brand. I was ready -- despite the recent credit card debacle -- to exchange the pants and then spend a couple hundred dollars Christmas shopping. But they told me "this is how retail works." I've worked in customer service my entire life and this is what I know -- you make the customer happy. Any company that "ties" the hands of its managers in making good customer service decisions doesn't deserve to be in business.
And my thousands of dollars per year of business just walked out their door.
They saved themselves 13 bucks for a pair of snow pants and lost thousands of dollars per year in sales. Oh, their stupidity.
Monetary Loss: $13.