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    Category: Bad Behavior

    Would Make A Great Book One Day

    | Moncton, NB, Canada | At The Checkout, Bad Behavior, Wild & Unruly

    (I’m a cashier in a book store during the holiday season. It’s just me and one other cashier working the registers as it’s a slow afternoon. One woman walks up and asks to do a return on a book. As my coworker is authorized for returns, she goes ahead and takes over.)

    Coworker: “Alright Ma’am, I just need the receipt and the book you’re returning.”

    (The customer places a bag on the counter and hands the receipt to my co-worker. The coworker scans the receipt and start the return transaction.)

    Coworker: “And what would be the reason you’re returning this book?”

    (As she’s asking the question, she’s pulling the book out of the bag to inspect it before furthering the transaction. Upon seeing the book, she finds it is in fact extremely damaged. Before the customer can respond to the first question, my coworker speaks on the company’s policies.)

    Coworker: “…I’m sorry Ma’am, but we can’t take this book back, as it’s not in resellable condition.”

    Customer: “You have to take it back! You’ve got the receipt and you’ve got the book. Now do my return and give me my money!”

    Coworker: “I’m sorry Ma’am, but it’s company policy that we can not take any merchandise back that is not in re-sellable condition, unless it is found to be defective.”

    Customer: “Well then, that book is defective! Look at it—the cover is mangled and the pages are stuck together!”

    (Clearly this book has been mishandled before it was brought to be returned.)

    Coworker: “Again, Ma’am, we can not take this book because we can not put it back on the shelves.”

    Customer: “Get me your manager!”

    (My coworker complies with this and pages our manager up to cash. The manager arrives and my co-worker explains what is going on. My manager then reiterates what my coworker told the customer.)

    Customer: “No! You have to take it back. You have the receipt and you have the book! Now give me my money!”

    Manager: “Miss, as we’ve already said, we can not do that as this book is not in resellable condition.”

    Coworker: “Fine! If you won’t take it back, then I’ll make you take it!”

    (The customer then proceeds to rip the book from my coworker’s hands and tears it into pieces. She then proceeds to take the chunks from the book and throw them at my manager. The customer then storms out of the store.)

    Me: “Well… that was sure interesting.”

    A Tale Of Faulty Thieves

    | ON, Canada | At The Checkout, Bad Behavior, Top

    (A family, wife, husband and teenage daughter, bring items to my till, and I start to scan them.)

    Father: “We’re not done yet!”

    Me: “Oh…”

    (They leave their items at my counter and continue to look around. Any time they see something they want, they bring it to my counter and then leave again. It is not busy, so I just scan and bag the items as they drop them off. They finally come with the last item, totaling their bill to over $200.)

    Father: “Is everything done?”

    Me: “Well, it’s not paid for.”

    Father: “I know that! Is it all scanned!?”

    Me: “Yes.”

    Father: *to his wife and daughter* “Okay, you guys can take this stuff out to the car then.”

    Me: “Oh, actually, you have to pay first before you leave the store with the items.”

    Father: “EXCUSE ME!?”

    Me: “You can’t leave the store with unpaid merchandise.”

    Father: “You calling me a thief!?”

    Me: “No, I’m just telling you that you have to pay first.”

    Father: “I don’t have to pay before I take your items! I’m a customer!” *to his daughter* “Take the stuff to the car!”

    Me: “Please don’t.”

    (The daughter is now confused and throws her arms up in the air in frustration.)

    Father: “Don’t you tell my daughter what to do!”

    Me: “Um, she can’t leave the store without unpaid merchandise.”

    Father: “You think my card is going to decline!?”

    Me: “I don’t know, but you still have to pay first.”

    (The father rams his card into the machine and stomps his fingers on the keypad. It declines.)

    Me: “It didn’t go through.”

    Father: “This is ridiculous!” *he rams his card up the machine again*

    Me: “You have to wait until the machine is ready.”

    (He rips his card out of the machine and then rams it up the machine again, and hits the buttons extremely hard. It approves and he starts to storm off without his receipt. Then he comes storming back and rips the receipt out of my hand and points to me.)

    Father: “YOU WERE CALLING ME A THIEF!”

    Me: “No, I wasn’t. No one lets customers leave a store with unpaid merchandise!”

    Father: “I am a paying customer! You should be fired for accusing me of stealing! This is the worst customer service I have ever had!” *storms off again*

    Throwing Trash Is Pay Dirt

    | Seattle, WA, USA | Bad Behavior

    (I work in a customer service call center for a health plan that is also a cooperative; it’s the kind where it’s both your insurance and your doctors. On this particular call, a woman is upset because one of her claims was denied, after the referral she’d requested for the service had also been denied.)

    Customer: “I don’t understand why my claims are denying.”

    Me: “Ma’am, did you receive the referral letter we sent you that said that this service was denied?”

    Customer: “Well, yes, but it seemed like there was a mistake, so I just threw it out!”

    Me: “You threw it out?! Ma’am do you understand that that denial letter is a legal document that states we are in no way going to cover these services? Why didn’t you call us if you thought it was mistake?”

    Customer: “Well I figured if it was a mistake, you guys would just find it and then I could go have this done and it would be covered!”

    Me: “Do you realize that we process thousands of referrals to authorize a day? How are we supposed to know that what you requested is wrong, if you don’t tell us?”

    Customer: “Don’t put this on me! You denied the referral! It was a mistake! I don’t have to pay! You have to pay!”

    Me: “Ma’am, it’s not our fault you threw it away and did nothing about it. We are not going to pay for these services.”

    Customer: “You are going to pay! You should have known I would throw it in the trash! You will pay! You will pay!” *click*

    Purchasing Identity Crysis

    | New York, NY, USA | At The Checkout, Bad Behavior

    (Usually, Black Friday at our store is organized and lined up, but it usually leads to people getting impatient and loud with us. If one person holds up the line, the rest get extremely upset. It’s the worst when customers trade a whole bunch of games to us when there’s a huge line behind them.)

    Coworker: “Okay, so the total amount of these trades that you’ll be getting back would be $54.46 in store credit, or $23 in cash.”

    Customer: “Are you serious?! I paid over hundreds of dollars for these games and they cost only $20 in cash? You guys are thieves! Just give me my damn cash then!”

    Coworker: “Well, I don’t control the prices here, sir. Alright, so I’d like to see your State ID please so we can continue to process these trades.”

    Customer: *getting paranoid* “Why do you want to see my ID? Obviously I look old enough to trade games, don’t I? I’m not giving you my ID. Thieving my identity!”

    Coworker: “I can’t process the trade without seeing some State ID, sir.”

    (I overhear the issue, and notice that people are getting edgy in line because this man is holding it up. I approach my co-worker.)

    Me: “What’s going on here?”

    Customer: *rudely interrupts my coworker before he can reply* “Your employee here is trying to steal my identification and gives me a BS amount on my games so he can sell it back on the wall for twice of what it’s worth!”

    Me: “Sir, we don’t control the trade amounts and that’s how the prices are processed. Business is business, but we’re not trying to swindle or steal anything from you, I can assure you.”

    Customer: “Then why do you need to see my ID for the games? Just take them and give me my f***ing cash!”

    Me: “It’s store policy and for authority purposes only. We would have no reason to take your ID but we cannot go through with the transaction if we can’t see your ID, so that means you won’t be getting your cash at all unless we just see the ID for a minute and we’ll hand it right back to you.”

    Customer: *huffs and holds out driver’s license* “Here but don’t touch it!”

    (My coworker strains to see the information to type in, because the customer refuses to stand any closer with it and complete the process.)

    Customer: “Can you put the cash on my credit card?”

    Coworker: “Sure, just swipe your card here and I’ll see the last four digits of your credit card.”

    Customer: “Why do you need to see all this personal information!? You guys are stealing from me, you a**holes! Not only my games but from me, too!”

    Me: “Sir, you’re holding up the line. If you plan to make a scene, please speak with my manager so he can explain it to you.”

    Manager: *already hearing the outburst* “Honestly, we’re not trying to steal anything from you and these games aren’t even worth it. Somehow, you’re making it worse for yourself by shouting because you’re raising suspicion on yourself. I would greatly appreciate it if you would just realize the fifty something people behind you and get this over with because most of them here have done a trade themselves and not once have they complained about any thievery. Now, please, restrain yourself because there’s children here, or I’ll ask you to leave the store and keep your games with you.”

    (The customer grumbles obscenities under his breath, and holds out his card in an annoyingly far distance yet again, then proceeds to sign and storms out.)

    Loves Listening To The Sound Of His Master’s Voice

    | London, England, UK | Bad Behavior, Musical Mayhem, Theme Of The Month

    (This particular music and entertainment retailer has just entered administration, meaning that all branches face closure and employees may lose their jobs. This has just been announced and there is a lot of press surrounding this. Stores remain open until the company either finds a buyer, or completely folds. Employees are in a state of limbo, waiting for news. I am a customer waiting in one of the smaller branches to pay when I overhear this exchange.)

    Customer: “Excuse me, I need to find this CD and you don’t have it.”

    Cashier: “I can look it up on the system, tell you if any other stores have it. At the moment I can’t order you a copy as our ordering services has been frozen.”

    Customer: “I refuse to go anywhere else. I need this CD right now. It was released in 1987. How can you not have it in stock?”

    Cashier: “We may have it in stock. Please give me the name of the artist and I will have a look. Please bear in mind we are a small branch so only carry limited stock.”

    Customer: “That’s not good enough. You have everything. I need this CD.”

    Cashier: “Sir, please tell me the name of the CD and I’ll see what I can find.”

    Customer: “You are absolutely useless. Why can’t you just tell me if you have it? Why don’t you have it? No wonder this company is in crisis.”

    Cashier: “Sir, I can’t search if you don’t tell me what you are looking for. Please tell me the artist’s name.”

    Customer: *suddenly screaming* “IT’S ALL YOUR FAULT THIS COMPANY IS GOING UNDER. YOU DESERVE TO LOSE YOUR JOB. YOU ARE A USELESS PIECE OF S***!”

    (The customer storms out. The cashier looks thoroughly upset. Thankfully, the next few people in the queue all approach the counter with a smile and a kind word. The regulars among us do not want to see this store close.)


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