Chapters in reverse

So I went to Chapters today to return two books with a binding problem.

Actually, they were the same book, bought twice in an attempt to get a good copy, which according to their site seems to be the way to replace things.

In the FAQ on how to return defective/damaged goods, one is instructed to make the return, and then use the refunded amount to purchase a new copy, rather than simply making the return and waiting for its replacement to arrive.

Well, I was reluctant to do that, since shortly after I ordered the first one, they upped the price on the second and if I'd done it their way, I would have ended up paying an extra $1.04, including tax.

It turned out to be a moot point anyway, as it seems at least part of the print run that Chapters has access to is affected by the defect, not just the first one I got.

So, with that in mind, I decided to return them both when I got a spare moment.

In the meantime, I ordered something else, at the same time as the replacement. Chapters had another one of their price fluctuations, which affected not only both itemss in my new order, but also one pre-order item in my old, which coincidentally happened to be the same price difference before and after adjustment as the books I was about to return.

I wrote in and asked them to please adjust my order price on the pre-order item, because it hadn't been shipped and all. In passing, I commented on how I was disappointed that they'd gone and changed their site's price on my other order's item, pretty much the same time as they shipped me the copy I'd ordered, charging me the older, higher price.

In response, they did an adjustment to the item that just got shipped, and also refunded me an additional amount which I thought was supposed to cover the pre-order item. Actually, I thought it was a little weird that they didn't do it the more logical way Amazon does, adjusting the price you would be paying before you got charged, but at least they did it at all, hey?

So, fast forward to today, when I finally have the time and available transportation and lack of any other tasks to be accomplished and can take in both my defective books to be returned.

Before leaving, I made a note of the prices I was charged, with tax and all, because this one time I returned something, they didn't refund me the tax and I didn't notice until well after, when I had a look at the receipt again.

So when I get to the store, the return goes smoothly enough: I've marked the defective pages with stickies, and written up a description of the problem and stuck a copy into the front of both books, for the benefit of whoever has to process these things.

Until it gets to the amount refunded. I'm being refunded the lower price for both, and that doesn't seem right because I was charged slightly more for the second.

So I mention this to the cashier processing my return and log into their site to dig up my order records as proof, while she calls the manager.

My order records show the lower price, but Chapters keeps a copy of each email they send you which is related to the order in the same place, so I dig up my shipping confirmation which does indeed show the higher price.

He asks me if I did indeed get charged that on my billing records, because they might have made an error and all in the email, which might not be reflected in what I was actually charged.

I say yes, because I have no reason to believe that Chapters magically noticed and lowered the price before shipping, because they certainly didn't on that other book I got.

So he gives me the $1.04 difference in cash, even as the cashier processes the refund amount for what the Chapters order records say.

I go home and check my records, just to be sure, and I'm a little surprised to note that the second price difference refund I got was indeed for the defective book, and not for the pre-order item in the completely different order, which is what I had asked for an adjustment on anyway.

I had in no way mentioned anything about the price difference on the attempted replacement book, because by the time the non-replacement book shipped, I'd already recieved the 2nd defective one and knew I'd have to go and return it anyway, so why bother?

But from the looks of it, they completely ignored my request to adjust the pre-order (still showing at the older, higher price even though it's somewhat lower to pre-order now and not due to be published for some time) and price-adjusted both in the second order I mentioned in passing.

Anyway, I went back to the store to try and return their extra refund, but apparently they can't process it so the new cashier said I might as keep the money.

I spent the rest of the time in the store before the bus came browsing around for something to buy that I actually at least mildly wanted and wasn't cheaper online.

Apparently, there's going to be a sale next week, so I'll go back and pick up a paperback with the added discount and pay in part with the cash I got back today.

It seems the least I can do.

Also, the moderate profit of this does not in anyway invalidate or even come close to balancing out all the other crap from Chapters I've had to put up with previously, especially not the years-long problem I had with my iRewards card, finally solved two months ago. For fairness' sake, I'll note that they did give me a minor gift certificate as some sort of vague compensation.