When I buy something that should operate, I buy it under the premise the product works, even if the store has a "no returns or exchange" policy.
On Christmas Eve I went in to the Ridgeway Downton Dollar Store for a gift box. As I browsed I spoke with a lovely lady who was working. I've always had great experiences at this store and I ended up spending close to $90 of last minute gifts.
Well i bought a thermometer in the shape of a bee. It has suction cups to stick to your window. Well when I got home I tried it out and sadly the red liquid in the thermometer wasn't measuring the temperature. As it was Christmas, I decided to just hold onto the item until i could get back to the store.
The other day as I was talking to the owner about it on the phone, as I intentionally ordered another item from the store, the problem. She quickly jumped to the policy of "no returns or exchanges". We discussed this issue for a few minutes why I'd be stuck with an item that doesn't work, and never did, and be out the cost of the item. The end result is we had differing views of whose "cost" is it for defective merchandise.
A few minutes later I met up with the ladies at the door of the store. They "reluctantly" gave me an exchange, after having this unfortunate conversation with them again.
The end result is simple for me, I will definitely shop elsewhere for now on.
I can't believe that a store owner would pass on the "cost" of doing business to it's customers.
Build loyalty at customers for life rather than turning them away for life.