Christmas 2022: these toy stores overwhelmed by requests for the return of gifts

Laurent Imbert, edited by Alexandre Dalifard 8:24 p.m., December 27, 2022

The magic of Christmas sometimes ends with barely opened presents.

A remote-controlled car whose wheels do not turn, a world map that does not light up or a drone that stays on the ground, the bad surprise can be great from the first use of the gifts.

In this situation, it is necessary to go to the after-sales service of the store.

In the largest JouéClub in France, in Lyon Confluence, a counter is open for returns where specialists are waiting for them. 

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Restoring a smile after disappointment

Gwenaël arrives this Tuesday morning with a large box containing a fire truck in his hands.

"It is defective, there is a part that is badly assembled. It is something that should be welded in a part and it is not. So we will see what they will do", specifies the mother .

For Safidy, who provides the store's after-sales service, the finding is final after examining the object.

"It's unsoldered from the inside, we can't do much. My colleague went to get the same item and we're going to replace the defective part. We'll test if it works well and then Madame can play firefighters," explains he. 

Like Gwenaël, a total of 200 customers will come to the store in the 15 days following Christmas.

Returns that are still very low compared to the sales made.

Stéphane Palomba, director of JouéClub Confluence, relies on his teams to manage customer stress.

"There are people who arrive upset and leave smiling. Obviously, when Santa Claus hasn't made the right choice or hasn't brought the right product, people are a little frustrated at this time. There is always a solution," he said. 

The after-sales service will remain open for the next 15 days, depending on the number of people.