A work colleague bought an appliance from an online retailer from another state. She received the order later than advised by almost a week, only to discover an extra item was packed.
She calls the retailer and explains the error. The staff are clueless (no apology given about the delay or the error) and assert it must be a special promotion. An argument ensued that ended with the agent saying "send it back but we won't be able to reimburse you for the postage, we can only give a store credit".
Couple things to consider, the extra item is worth more than the value of the appliance she bought, and the cost of postage is around $30 (it's a heavy/bulky appliance).
She thinks it's unfair to have to pay for the mistake of the retailer, then having her reimbursement tied to a future order that she will not make based on the service and staff attitude.
What should she do?
Firstly, I'm surprised your friend bothered arguing with them. She has clearly given the retailer the opportunity to take their item back.
If they are not willing to come and get it or pay someone to come collect it, then that's their problem.