Perhaps I made the wrong decision, but I don't regret it.

I might have made the wrong decision, but I don't regret it – today, a customer brought a sand-covered remote control car to our Mong Kok branch requesting a refund. As the toy was covered in sand, the colleague in charge suspected that the remote control car had been taken to the beach and exposed to saltwater. The customer also did not bring back the original packaging. Without the packaging, it was even harder for us to determine if the item was purchased from our store or from our authorized dealer. Therefore, we explained to the customer that we could not offer a refund or exchange.

The customer also stated that the remote control car had no issues originally, but after playing with it in the park around midnight, they discovered that the left and right controls were faulty. So, they brought it back for a refund the next evening. For defective items, we are very happy to exchange them for customers, and this has been our policy for 9 years since we opened. Regardless of whether the toy costs ten or a hundred dollars, sometimes, if a customer buys it and finds it unsuitable after taking it home, apart from electronic products, CDs, and books that have already been opened, as long as the packaging is complete, we will exchange it for other goods; as for damaged goods, we only require complete packaging, and if it's not clearly a man-made problem, we are also happy to exchange it, as our dealer is willing to exchange it for us anyway. However, in this case, the customer not only discarded the packaging early on but also covered the remote control car in sand, making it impossible to convince the dealer to exchange it. Therefore, I personally made the final decision not to exchange it, which is only the second time in 9 years. The previous time was last year when a customer requested to exchange a toy purchased from another store. They came to my store asking to exchange it for another toy of the same brand, but because we could not confirm whether the toy was a genuine product from the Hong Kong distributor, nor could we confirm its origin, we refused.

Of course, this customer was quite dissatisfied this time. Before leaving, he even cursed at our colleague and said he would definitely "badmouth" us online. As the person in charge of the company, I first want to thank my colleague for their professional handling and apologize for putting them through such abuse. Although I understand the power of the internet today should not be underestimated, as long as it is reasonable, I am not afraid of being "badmouthed" online.