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  • I got a keurig Rivo for graduation from my grandfather and went to return it. Before arriving, I called customer service and they said as long as they had it in their system I could return it without a receipt. (I didn't want to tell him I was returning his gift!) I got there and they said they couldn't give me store credit but I could exchange it for something of similar value. She said the system wouldn't let her give store credit but I could do an exchange. This was perfect because the Rivo doesn't make regular coffee and I wanted a regular one. I went and got one to exchange, waited in line, then they had to call the manager who told me I could exchange it to come back and handle it. She came back over half an hour later, rang it up and said she couldn't process it. She said the system wouldn't let her do an exchange. She then said it wasn't registered as sold and that it was possible that my grandfather stole it.... This obviously upset me. I said if she said no from the beginning that would have been one thing but she said I could exchange it and I took the time to get another item, wait in line again, wait for her to return and then this. She offered to get a salaried manager and when he arrived a few minutes later. He was very condescending and kept saying no to any solution. I asked if the word of their supervisors meant anything and why they weren't standing by what she told me and he said he can't do anything about it. He said "what do you want.. A $10 to feel better?" This was said in a rude tone and obviously not helpful. Well over an hour later, a supervisor not being held to her word, a manager not handling the situation, I left with a half hearted apology and a keurig that I couldn't use. I am very upset with how they handled the situation and how things were said and not held accountable.
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