Damned straight, and sorry for long reply. Once when working retail I sold a customer a computer package (before they came all in one box) which had computer, monitor, and printer. The special was that the monitor and printer were free and no not free after rebate, as in free. Rang up the computer, monitor and printer, then directly discounted the price of the monitor and printer off the total.
A few days later the customer brought in the printer to return it. We said you can return it, but you didn't pay for it so it will be $0 refund.
She went over and looked to see how much the printer was if you bought it separately ($99) and demanded the $99 refund for the printer.
I said no. She calls the department manager over. He looks at the receipt and asks me about it then tells the customer no. She says call the store manager.
Store manager comes over and she complains that she didn't want the printer and wants to return it, and that she spends so many (complete BS) dollars in the store every month. Store manager returns the printer and gives her the $99 back (that she didn't pay) AND gives her an additional gift card of $50 for the hassle that we gave her.
Customer left and we asked what in the heck the store manager was doing. He said it was better to keep the customer then lose the customer.
The aftermath was that the store manager ended up giving this same customer about $50 a week in gift cards in order to keep her business every time she found things to complain about that she shouldn't be getting anyways.
We figured that the customer the store manager insisted on keeping amounted to a continuing net less for the store overall. But the store manager never figured that out.
The customer ain't always right.
Yeah, that's why he's in management.
I’ve seen managers do essentially the same thing and I used to think it was so stupid (still do). There are some customers that are best kept away. Bottom line losers who rob businesses of their time and money.