EOC Week 1: Customer Service

I shop at Forever21 often. It is a huge well-known retail store for women. One day I decided to buy myself a nice white leather purse. They don’t have a very flexible return policy as stated “FINAL SALES: All sales of Gift cards, e-gift certificates, cosmetics, jewelry and items marked as Sale are final. FINAL SALE items cannot be returned for exchange, credit, or refunds” but I knew that when I purchased they bag/ I was done with my shopping and went home. I had the bag for a little less than a week and then the zipper on the bag started tearing away from the leather. I wasn’t happy at all since I spent a lot of my own money on it and I knew I couldn’t return it. I was going to the mall that following weekend and brought the bag and receipt and wanted to try to explain the situation and return it anyways. I walked up to the counter as soon as I entered the store and explained my situation. “Hi, I bought this bag about a week ago and the zipper is already ripping away from the seams, this shouldn’t be happening to a new product, so is there anything you can do for me?” I asked. The associate brought his manager out and explained the situation again. The manager told me that they don’t usually do this, with a smile on his face, but I was able to exchange my bag without any problems. I was so happy and the manager even gave me a $10 gift card. Although Forever21’s return policy says something different, I was more than happy the manager and associate could accept my return and I’m sure they appreciated a happy customer.