A Five Below customer is declaring customer service “DEADDDD” after her experience with a store manager.
In a viral TikTok, @judgementallyme shows her interaction with a manager as she attempts to exchange an accessory that didn’t fit her phone.
“What are we doing? Wait, didn’t I say no?” the manager says from off-camera as the video begins.
The TikToker explains that the manager had previously told her she needed original packaging in order to exchange the product.
“So you went and got one original packaging?” the manager asks. “‘Cause I seen you come back in.” The TikToker then claims that she never left the store.
The manager again questions, “What are we doing?” and says she’s confused about whether the TikToker wants an exchange or her money back.
“Basically, what I wanted to do originally was exchange it,” the TikToker says. The manager interrupts to say the TikToker couldn’t do so without the original packaging.
“Yes, so I bought it,” the TikToker responds. “There’s packaging; there’s product,” she says, pointing at the items on the counter and nodding. “Not only that, this doesn’t say anything about not having unopened,” she says, likely referring to the return policy that is affixed to Five Below counters. “It just says defective items. That was defective.”
The video ends before the transaction is complete, but it seems the TikToker got her exchange as she does not mention failing to get it in any subsequent videos on the topic.
‘Who she talking to first off?’
In the comments section, viewers did not appreciate the manager’s tone.
“Excuse me? Who she feeling like?” one asked, adding a photo of the character Gregory Eddie from “Abbott Elementary” looking incredulous.
A second said, “She’s rude as hell. Why is she acting like she has a problem with YOU personally?” The creator responded that she doesn’t know. However, the manager had been rude to her from the moment she walked in the door, she says.
“The ‘didn’t I just say no’ would’ve immediately made my mouth start running because do I look like your child????” a third said.
Several said the manager was probably upset that the TikToker found a workaround. Like the manager, many other commenters were confused as to how the exchange worked.
In a follow-up video, the TikToker explained that she bought a new version of the item that would fit her phone, paired the packaging from the new item with the old unpackaged item (though she didn’t actually put it in the package), returned the old item with the new packaging, and kept the new item with no packaging, essentially doing an exchange though it was technically a return.
The TikToker told the Mary Sue in a comment, “Customer service is dead & as black women it’s important that we learn how to navigate a system that was never meant for us. Control over our emotions is the first step to navigating this world as a BW.”
What is Five Below’s return policy?
The TikToker is correct that Five Below’s policy does not state that defective items have to be unopened. However, by her own admission, the product itself still worked; it just didn’t fit her phone. That would likely not be considered defective, which may have been why the manager insisted on having the original packaging, because according to the policy, if an item is not defective, it must be unopened.
The policy states, “At Five Below, we gladly accept exchanges or returns for unopened or defective merchandise with the original receipt.”
You can return items within 90 days of purchase, “just bring the original receipt or online order confirmation!”
If you missed the return window, “You can exchange unopened or defective products for the same item (or another item of equal value) at any time with the original receipt or online order confirmation.”
You can return purchases by mail if there is no store close to you, but only if you made your purchase online.
Gift cards are not returnable and bulk orders have a separate return policy.
@judgementallyme Would you believe me if I told you I only walked into the store & asked for a refund my car’s phone holder?? This troll looking heffa was getting smart from the door!! Literally! I’m actually very proud of this video because what I wanted to say & what I said are on 2 completely different sides of how this COULD have went! Watch yall mouths out here tho! Sb might pop it!☺️
♬ original sound – JudgementallyMe
What do I do if a Five Below worker is rude to me?
Typically, if you have a worker complaint, you would escalate the situation to a manager. However, in this case, the customer’s issue was with a manager. If this happens, you can contact Five Below customer relations via this form on its website.
The Mary Sue contacted the TikToker via comment and direct message. It contacted Five Below via press email.
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