Many people think that customer service has gone by the wayside along with politeness and concern for others, but they still exist, even when charged for two items instead of one at the store. It is difficult if not impossible to prove that multiple items were not purchased, especially days later. However, successful stores that want to please their customers and keep them coming back will make it right. They realize that cashiers make mistakes, and most are willing to satisfy their customers. Small overages go unnoticed at the register because the totals are not glaringly high. Take these steps when charged for two items instead of one at the store, and obtain the refund that you deserve instead of giving up, becoming angry and throwing the receipt in the trash.
Call as Soon as You Notice the Error
If you are headed home when you realize that you were charged twice for one item, immediately go back to the store. Otherwise, call the store as soon as the error is noticed. Even if several days have passed, do not give up, give in and take a loss. Call to politely point out the problem and express your concern. They might take your name down as well as the date that you called, or they might just tell you to stop in with the receipt the next time that you are in the area. What might seem like a big deal to you, is not a big deal to a successful retail store, at least not from a financial standpoint.
Be Polite and Explain the Situation in Detail
The old saying regarding drawing bees with honey instead of vinegar still applies today. When trying to obtain a refund after being charged twice for one item, speak to a customer service representative using a calm, friendly and polite tone of voice. They are more likely to work with someone polite than someone irate. Customer service still exists, but employees do not have to put up with unreasonable people. Even though the store made the mistake, you are still at their mercy when trying to obtain a refund on an error that is nearly impossible to prove.
Go Back as Soon as Possible
In any case, go back to the store with your receipt as soon as time allows. If possible, take the item along as well. It might have registered twice because it has a second piece that also had a bar code. Maybe the scanner was overly sensitive. More than likely, the customer service rep will be able to tell that you are not lying about one item ringing up twice, especially if you are polite. It also helps to apologize about not noticing at the register, even if you feel that it was not at all your fault. A little kindness can go a very long way.
Source: Store Manager, Dennis Osburn