Early in my career I worked in the office of a specialty retailer that had an “exchange only, no refunds” policy. Without getting into the reasons for the policy – probably it was misinformed and certainly out of step with consumer expectations – one only needs to know that after every Christmas there was an inevitable deluge of phone calls from unhappy customers or gift recipients. Almost always, the local store manager had gone eleven rounds with the customer already and it fell to me to hear...
