I think it is a good idea for retail managers to put themselves in the position of the customer. I try to make my decisions by asking myself if the request of the customer is reasonable or not. Personally I do not think it is unreasonable for her to expect that in less than 30 days of her purchase she should have a functional product.


Yes, they do appear to have a policy regarding returns from Little Tykes, no they probably would not be able to recoup the cost of the product if they allowed the return. I say too bad - I would chalk it up to being the cost of doing business. Probably worth it to keep a customer coming back, especially in a situation where the customers request is simply to have a working product - which is what she paid for.

Finally, comments about hime needing to look for another job soon, or how WalMart returns everything probably did not help your cause much. I am also MUCH more likely to find a way to "bend the policy" to assist someone who treats me well and isn't antagonistic.