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    Category: Bad Behavior

    Tripping About Shipping

    | Monroe, CT, USA | Bad Behavior, Crazy Requests, Transportation

    (I work in a factory office that sells school supplies around the country. We receive purchase orders via e-mail, regular mail, and fax. Most of the calls we receive tend to be about checking the status of deliveries and orders received.)

    Me: “Thank you for calling [Company]. How many I help you?”

    Caller: “I would like to say that the way you shipped out my order is unacceptable and not according to what I requested in the fax. I demand to be compensated!”

    Me: “Okay, I apologize for the inconvenience. May I have the purchase order number so I can look into it, please?”

    Caller: “Yes, it’s [number].”

    (Her account has several notations, mainly about reps trying to contact the customer about her order which has over $400 worth of goods. She requested in her fax that she wanted her order divided up into four separate shipments, one for each teacher that the goods are to go to. Company policy won’t allow us to do that as doing so will increase shipping costs. The last notation reads that a rep spoke with the school secretary and explained the company policy about shipments. She was advised she could choose to either have everything shipped together or she could fax separate purchase orders with each teacher’s name. The notes showed she chose the former option.)

    Caller: “That’s unacceptable! I did not give permission to do that. You should have asked for me specifically.”

    Me: “According to these notes, the rep did and got the secretary instead.”

    Caller: “Sir! The secretary does not have permission to make changes to purchase orders. You should have asked for me! I should be compensated for this.”

    Me: “With all due respect, ma’am, that’s not company error. The secretary should have told you what happened.”

    Caller: “Don’t you think you should’ve told her to let me know?”

    Me: “Ma’am, she’s your secretary! It should go without saying that if she gets a call about your order, if she makes a change to it she should let you know. It’s not our error if she doesn’t do that. I’m sorry, but according to these notes the rep did ask for you. He did explain the situation to the secretary and he asked her if she had authorization to make changes to the order. She said yes and the changes were made.”

    Caller: “Well, I’m telling you now she should not have done that!! That rep should have asked for me specifically because the order is now ruined! It’s four other secretaries and I sorting out over six boxes of products that are scattered everywhere. It’s a complete mess that is taking too much time. I have to deal with all this aggravation because of your incompetence.”

    Me: “I’m sorry you feel that way. As I explained before, company policy won’t—”

    Caller: “I DON’T GIVE A F**** ABOUT WHAT YOUR COMPANY POLICY SAYS! I’m pissed the f**** off!”

    Me: “Ma’am, there’s no need to yell and raise your voice like that. Please be advised if you continue to use that language and tone this call will be disconnected.”

    Caller: *scoffs* “This is so aggravating! I’m so upset. I should return everything and make you pay for the return shipment.”

    Me: “Please be advised that we’re not going to do that as you placed this order out of your own volition. At no point in this phone call did you state you received incorrect merchandise. Also, be mindful that it would take more effort on your part to package everything up and return back versus you already going through the process of sorting out the merchandise.”

    Caller: “This is nonsense! I should call the Better Business Bureau on you people and my secretary!”

    Me: “You’re going to complain to the Better Business Bureau that we correctly filled your order, that your secretary did not inform you of our phone call, and the secretary that either you or your school hired didn’t do your job?”

    (The caller let out a huge scream, then hung up. When I checked on the account later on in the day notes were left stating she spoke with a manager who told her the same thing.)

    Sorry Doesn’t Seem To Be The Hardest Word

    | AK, USA | At The Checkout, Bad Behavior, Wild & Unruly

    (I’m ringing up a customer and giving her her bags. I forget to give her the light jacket she bought and don’t notice until she drives off. Hoping she’ll come back, I put it next to myself for safe-keeping and keep checking customers. Twenty minutes later, she returns.)

    Customer: “Where’s my jacket?!”

    Me: “Right here, ma’am.” *I give her back the jacket* “I’m sorry about the inconvenience, I—”

    Customer: “You should be ASHAMED of yourself! This is very poor service!”

    Me: “I’m very sorry, ma’am—”

    Customer: “I had to get out of my car, bring in my things, see my jacket missing, get my walker, get BACK in my car, and drive all the way back here, and it was very difficult! What’s your name? I’m calling corporate about you, and they’re gonna write you up!”

    Me: “I’m sorry about—”

    Customer: *wry laughter* “Oh, and of course, you never ONCE said sorry!”

    Me: “But I, just— I’m very sorry, ma’am.”

    Customer: “Oh, yeah, you apologize NOW, after I TELL you to!”

    (I return to my line, shaken and a little upset, and continue ringing up the customer I was helping earlier, who witnessed the whole thing.)

    Next Customer: “But you said you were sorry FOUR times. I counted!”

    A Slow And Ready Response

    , | Turku, Finland | Bad Behavior, Crazy Requests, Family & Kids, Food & Drink

    (It’s an extremely busy Saturday, as usual, and even though we have all four tills open, there’s a massive queue. Everything goes smoothly however, until a family of five enters the line. The father starts immediately to complain about absolutely everything. I try to be extra nice to smooth things over.)

    Customer: *uses a lot of profanities* “How slow are you people?!”

    Me: “I’m sorry, Saturdays are really busy days for us. What would you like to order?”

    (The kids want our most popular meal, which comes from our hamburger kitchen, and the wait for the burgers is minimal. The parents want kebabs from our other, significantly smaller kitchen, which is backed up for at least 15 minutes.)

    Customer: “So, for how long do I have to wait until I get my darn food?!”

    Me: “The hamburgers will take only a couple of minutes, but unfortunately the kebabs will take a while. If you’re in a hurry today, I recommend that you change our order to only hamburgers.”

    Customer: “This is ridiculous! You’re so f****** slow! We are really in a hurry. We need to be at the cinema in the city center in half an hour! You need to be faster than this!”

    (I’ve done my best to be polite, but now I lose my composure.)

    Me: “Sir, you saw how long our line was when you entered our facility. You had to know that the service would be a tad slower today and frankly, it is not my problem that you are late for your movie, especially since you insist on having kebabs, even though the line is really long and you’ll have to wait. Maybe you shouldn’t have come here at all, if you were so keen on making it to the movies!”

    (The face of the customer was priceless and the rest of the transaction was made in silence. I was chagrined by my outburst and told my manager what I did, in case the family wanted to give feedback, so that he would know that I was the culprit. The manager just shrugged and said that things like that happen, and as long as I don’t do it again I wouldn’t get more than a verbal warning!)

    Unharmonious Harmonica

    | CT, USA | At The Checkout, Bad Behavior, Musical Mayhem

    (I work in a musical instrument store. On our counters we have small grab-and-go items, including mini harmonicas that some people purchase as pendants for jewelry but also work as an instrument. I have just rung up Customer #1 and am in the middle of ringing Customer #2 when Customer #1 takes one of the harmonicas and starts blowing through it.)

    Me: “Excuse me, sir.Were you planning on purchasing that today?”

    Customer #1: “Of course not. I don’t play harmonica.”

    Me: “I’m sorry, but now that you have used that one I have to ask you to buy it.”

    Customer #1: “That’s ridiculous. I was just testing it out.”

    Me: “I’m sorry but it’s for sanitary reasons. I cannot sell that now that you have used it. These are not a demo product.”

    Customer #1: “There’s no sign. Why shouldn’t I try it? I’m not buying that. I don’t need it.”

    Me: “Again, sir, I’m sorry, but now that you’ve put your mouth on it I can’t sell it to anyone else. Would you buy something that required you to put your mouth on it knowing someone else had as well?

    Customer #1: “I don’t have a problem with that.”

    Customer #2: “Well, I do. What if I bought that for my daughter and you had some kind of herpes or something?”

    Customer #1: “Whatever. I’m leaving and never coming back to this f****** store again. No one has ever told me before I couldn’t try them.”

    (Just before he walked away he threw the harmonica he had tried back in the bowl and shook it so I wouldn’t be able to tell which one he had his mouth on. I then had to damage out the whole lot.)

    Annoying Customers Are A Sure Thing

    | Sydney, NSW, Australia | Bad Behavior, Home Improvement, Theme Of The Month

    (We have a customer who always comes in looking for things to buy for wedding presents and then a week or two later would return them. She is a real time waster.)

    Customer: “I need this in queen size. It’s for a wedding present.”

    Me: “Have you looked on the lower shelf of the table? There might be one there.”

    Customer: “You do it. I can’t bend.”

    Me: *gets down to check* “No, sorry. There’s none here.”

    Customer: *cocking her head sideways, with what she thinks is a cute look* “Are you sure?”

    Me: “I’ll double check with someone else.” *to coworker* “Do we have any more of this design in queen?”

    Coworker: *in full hearing of the customer* “No, and we can’t get anymore in. They are discontinued.”

    Me: *turning to customer* “Sorry, we don’t have any left.”

    Customer: *as always, with what she thinks is a cute look on her face, she cocks her head sideways* “Are you sure?”

    Me: “You just heard me ask for you and heard the answer. Yes, I am sure.”

    (After what seemed ages she finally bought something else and then two weeks later returned it. As usual, the recipient’s bed was the wrong size and she had already bought them something else.)

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