Today I was amused and happy to find out that people actually can be smart and nice enough to break rules.

I came to Charles Vögele (fashion chain) shop in Oerlikon, Zürich, to return a suit, a shirt and a tie that I bought in another Charles Vögele shop a week ago. Back then, we were in a hurry because the shop was closing, and took the clothes with the idea of trying at home and returning later if they don't really fit. Since then, knowing that they don't, I bought another suit, so I had to return this one. And this is what happened.

Me: Hello, I would like to return this.
Cashier: Uhm, sorry, this was sold with a reduction, so we can't give you money - we can only exchange it for other clothes. Please choose.
Me: No, I don't want other clothes. I need money.
Cashier: Uhm.. I have to call someone who knows English better..

She calls another attendant and tells her in German (surprisingly easy to understand) what the fuss is about.

Attendant: Sorry, we can't give you money for the suit, it was on sale, so please choose something else.
Me: No, I really need money.
[... half a minute later]
Attendant: Ok, I need to call the shop's boss.

Less than a minute later, a boss comes. Quite pleasant smiling well-dressed man in his thirties.

Me: I'd like to return this.
Boss: Sorry, but this was on sale; could you please choose something else?
Me: But I don't have time, I have to go to work now.
Boss: You can have another week to choose something else.
Me: I don't have it, I fly to another country tomorrow and will be away for two weeks.
Boss: I see.

He tells something to the cashier. She gives me a form to fill in and - I get my money back. In cash. I thanked the boss and left.

I really didn't expect this level of customer support here. The shop leader went out of his way, broke the rules, to make sure that I will leave happy. And even though I paid them with credit card, they gave me back hard cash - this transaction cost them around ~3.5%. Also, nobody really cared that I bought the stuff in another shop. And all of this took less than 10 minutes!

Astonishing. Unfortunately, I don't remember the name of this guy, the boss of Oerlikon branch. He had his options: either to stick by the rules, which would make sure that I would never visit any Vögele shop again (and probably write a very angry bashing blogpost), or to break the rules, and make sure that I will walk out happy and leave more money on my subsequent visits to the shops (and his branch as well). I wonder, did he hear that United breaks guitars, or this is just normal for Swiss customer service?

Thanks. You saved my day - I believe in humanity again.