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TrustI’ve got a pet peeve when it comes to customer service policies. It annoys me to no end when front-line employees have to get a manager’s approval for even the simplest, low-dollar merchandise return.

I recently had to return an item to an office supply store (a national chain) where I encountered this very situation. The item had not been opened from its original packaging, cost less than $20, and I had the receipt of purchase from the same store just a few days prior. The cashier was as helpful and polite as he could be but he couldn’t process the return on his own. He had to call his manager over for approval and get him to unlock the register with his “magic” key so he could take back the item and refund my money.

Really? For a $20 item that hadn’t even been opened? Are you telling me you…

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