Appreciation post for the 800 number rep who actually admitted the script was wrong

I found out from a phone rep that the store's return policy was changed 3 months ago and the website still says the old one, so which side do we blame when the cashier refuses the refund, the rep who told me the truth or the company that never updated the policy?

1 comments

1 Comment

blair_green25d ago

Blame the company every time. They own the website, they own the stores, and they own the training. That rep did their job right by telling you the truth, and they probably get chewed out for it daily. The cashier is just stuck following whatever screen pops up. If the policy changed, someone should've updated everything at once. So yeah, point the finger upstairs, not at the person trying to help you.