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  • September Theme Of The Month: Overheard!

    Category: Holidays

    Even during the holidays, customers don’t seem to take a break. With that many extra light-bulbs around you’d think a few extra would appear above their heads?

    The Weather Outside Is Frightful, And The Customers Are Worse

    | USA | Holidays, Theme Of The Month

    (I work in a discount retail store and being a discount store, we don’t have special sales for holidays or anything of that nature. Occasionally – well, more than I’d like – I come across a difficult customer who seems to make the atmosphere uneasy for my customer and me. The customer begins to put her items on my counter for me to ring up. After a few moments I ring up all of the 53 items she intends to purchase.)

    Me: “You’re total is $346.70, Ma’am. Will you being paying with cash, debit, or credit?”

    Customer: “I am paying in the form of money.”

    Me: “All righty, ma’am, whenever you’re ready.”

    (After about five minutes of the customer digging in her purse, she begins staring at the bagged items in front of her.)

    Me: “Ma’am, is something wrong? Did you forget your form of payment?”

    Customer: “Why the F*** are you asking me if I forgot my payment? I’m trying to calculate if you correctly rang up all my items, each only one time and not several so your greedy a** can get something for free from hard working Americans!”

    (I stare blankly at her for a few seconds until she prompts me to void out the transaction and ring each item again, with my computer screen facing her so she can watch her amount build up. During this she begins to ask questions on why this item was this much and this item was this much, etc… I finally finish ringing each item again.)

    Me: “You’re total is $346.70.”

    Customer: “You b****, you did it again! You scanned something that I did not bring up here!”

    (My seasonal employees are now looking at me and my customer with a horrified face.)

    Me: “Ma’am, I rang every item up once. I don’t understand why you are making these accusations/ You watched my screen as every item was scanned only once.”

    Customer: “Well unfortunately, if you are not a little b**** liar, I don’t have enough money to pay the entire amount, so you will have to f****** take some stuff off. I need to speak to your f****** manager.”

    Me: “Ma’am, I am the manager and I will happily take any items you do not want to purchase off of your purchase.”

    (She begins going through the bags and throwing items at me to take off. I take all the items she wished not to purchase off.)

    Me: “You’re total is $15.76, ma’am.”

    (She proceeds to give me a 20-dollar bill, I give her, her change and she proceeds on her merry way out the door with the two items she purchased.)

    Coworker: “What the h*** just happened?”

    Me: “Merry Christmas.”

    A Flashing Light-Bulb Moment

    | Reading, England, UK | Holidays, Theme Of The Month

    (I work for a major DIY store and often work on the returns desk. One day a customer comes in carrying a bag from one of our competitors. From it he pulls a box of Christmas tree lights.)

    Customer: “I’ve bought these lights, and they keep flashing. I don’t want them to flash; I want them to stay on all the time.”

    (I look at the box of lights and notice they clearly have the name of the competitor on them.)

    Me: “I’ll just stop you there, sir. These lights were bought at [Competitor] and this is [My Store].”

    (The customer looks at his lights, looks at me and my uniform, and finally the light bulb goes on.)

    Customer: “Bloody h***, I’ve just come from there!”

    Out Of State, Out Of Mind, Part 2

    , | TN, USA | Holidays, Theme Of The Month

    (I manage a customer service department for a company that sells aftermarket automotive accessories. We needed to confirm a shipping address to ship a product to a customer because the address that the customer entered during the online checkout process wasn’t coming up as valid in our system – so we called the customer for verification.)

    Customer: “Hello?”

    Rep: “Yes, ma’am, this is [Rep] from [Company] and we are needing to verify your shipping address because it’s unfortunately not coming up as valid.”

    Customer: “Umm, what do ya’ll have down?”

    Rep: *reads off address*

    Customer: “Yeah, that’s it.”

    (I had already googled the zip code provided and have now figured out the problem. The customer put in the state as Iowa but, to our disbelief, the address and Zip code links her to Ohio.)

    Rep: “Ma’am, according to your Zip code you’re in Ohio and not Iowa.”

    Customer: “Oh, no, that can’t be right. I’ve lived in Iowa for 10 years at least. Who are you to tell me where I do and don’t live anyway? I just want my stuff shipped! THIS IS A CHRISTMAS PRESENT AND YOU WILL RUIN MY CHRISTMAS IF I DON’T GET IT!”

    (We have since pulled up Google maps and located her residence to be certain. We are positive that she really lives in Ohio and not Iowa since the address is still matching our search results and at this point everyone in the office is listening since the rep has graciously put her on speaker phone.)

    Rep: “Okay, ma’am, just to double check…” *proceeds to describe the customers residence to the customer*

    Customer: “Wow, that’s exactly what my house looks like. Ya’ll are some smart people! Where are ya’ll located?”

    Rep: “Our office is in Tennessee, and where do you live again?”

    Customer: “IOWA! Gosh what is so hard to understand about that?”

    Rep: “I’m sorry ma’am. We’ve got this worked out and we are shipping your package today, to Iowa.” *but really to her confirmed address in Ohio*

    (The rep finished up the phone call and hung up. We shipped the package and a few days later we called to confirm that the customer received her package. She did, in Ohio according to the UPS tracking number.)

    Related:
    Out Of State, Out Of Mind

    Tis The Season For Unreason

    | FL, USA | Holidays, Theme Of The Month

    (I work at a well known toy store in the US. It’s two weeks until Christmas and we always have deals going on. It’s Friday and there’s a two day deal on a specific monster doll. The sale is buy one get one free on all that are $19.99 and under. I haven’t had any issues with it until this one man comes through one of my cashiers’ lines. The cashier calls me over. Being a fan of the dolls myself, I already know about the deal.)

    Me: *explains the deal* “And you have the $24.99 dolls.”

    Customer: “No, it says it’s for ALL the dolls.”

    Me: “No, sir. I’ve already seen it and it’s even in this paper.” *I show him the sales paper*

    Customer: “You’re not listening. Let me show you it’s for all the dolls.”

    (I humor him and walk down to the aisle with all the dolls. I show him the sales signs.)

    Me: “See? It says it right here that the sale is only for the $19.99 and under dolls. Yours does not apply to the deal.”

    Customer: “What’s the difference?”

    Me: *getting a little annoyed* “The price, sir. These dolls do not apply.”

    Customer: *getting in my face* “Why can’t I just get it for the sales price? What if I call corporate and they give it to me in writing? Then what are you going to do?”

    (I knew he was wanting an apology, even though I was right, but I wouldn’t tell him what he wanted to hear.)

    Me: “I would give it to you for that price; however, I cannot today since this is the sale going on in the store.”

    Customer: *angry* “Well, I’m just going to take my money elsewhere. Somewhere they will appreciate my business. Such at [Big Box Store notorious for it’s terrible customer service]. I’m never coming here again. This is false advertising!”

    Me: *annoyed and trying to keep my composure* “You’re welcome to do that. Have a good day, sir!”

    Toying With Their Expectations

    | Atlanta, GA, USA | Holidays, Theme Of The Month

    (I work in a well-known toy store, and it is two weeks before Christmas. I am doing paperwork when I answer the phone.)

    Me: “Thanks for calling [Toy Store]. How may I help you?”

    Customer: “I broke my foot about a week ago, and I need some help. Can you get me somebody in the toy department?”

    Me: “Ma’am, is there a specific toy you’re looking for?”

    Customer: “I just need to speak to someone in the toy department.”

    Me: “I’m sorry, ma’am, but this is a toy store. I just need to know what kind of toy you need so I can direct your call. ”

    Customer: “I just need the toy department! I need a karaoke machine and my foot is broken, so I don’t want to walk around the whole store.”

    Me: “All right ma’am, I’ll just transfer you to electronics and they can get you taken care of!”

    Customer: “No! I don’t need electronics! I need the toy department!”

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