Store: Oh, dear - those bonded leather handles should not crack, YES, you can have an exchange.

Customer: oh, the same bag is on sale $140 less than I paid.. I'd like a refund so that I can buy the same bag at the lower price.

Store: We don't have anybody here who can do a refund. You'll have to come back tomorrow for a refund then... what? No? Why not?

Customer: Well, I'm here now. And you've agreed the bag is faulty. And the Fair Trading Act says that a refund is available for faulty goods. So, I'd like a refund please.

Store: can you Wait 3 hours, until the manager is in?

Customer: No. I've got my baby here and I don't want to wait that long. I suppose I can lodge a fair trading act complaint and tell my friends not to bother with fossil bags...

ONE HOUR LATER after multiple calls to manager: Oh, you can do the refund, that's great.

Store: We first need to copy your driving licence before giving the refund.

Customer: You would know that this is not permitted under Australian (cth) privacy laws ...oh, you need to call the manager again?

Yes, I'm definitely the purchaser: I've got the store receipt, plus the eftpos printout with the number of my bank card - the same card you're processing the refund onto is in my purse..see?

10 minutes later:

You won't do the refund unless I let you record my driving licence number ? Well, I'll have to make a privacy complaint and a consumer trading complaint...

Funny how everybody said Fossil was proud of its product and if anything went wrong there is no hassle with a refund...

Oh, you can do the refund, now? Great.

No, I don't want to buy the other bag after waiting an HOUR for this refund. Thanks. Bye.