(I have been working as a supervisor for [Major Bookstore #1] for almost a year when I move to a new state. I transfer to another branch of this store after I move. The branch I move to has only been open for a few months when I get there, and all of the management and staff are new to the corporation. Two weeks after I start at the new store, this happens while I am working at a register:)

Customer: “I’d like to use this gift card, please.” *hands me a gift card for [Major Bookstore #2]*

Me: “Oh, I’m so sorry, but I can’t take this gift card; you have to use it at [Major Bookstore #2]. But there’s one right up the road!”

Customer: *frowning* “I just asked at the customer service desk, and they said I could use it here.”

Me: “I’m sorry, but they were mistaken. See, on the back of the card it says what stores you can use it at, and it doesn’t list us. Do you remember who told you that?”

Customer: “I don’t remember, but this is really annoying. Can you try it, at least?”

(I try running the card; my register can’t read it.)

Me: “I’m sorry, ma’am, but my register can’t read this card. It’s not for our store.”

Customer: “Can I speak to a supervisor?”

Me: “I actually am a supervisor, ma’am.”

Customer: “Can I speak to a manager, then?”

(I call a manager to the front. As luck would have it, the store manager is the one who answers the call.)

Customer: “Her! She’s the one who told me I could use my gift card here!”

Manager: “I did… [My Name], what’s the problem?”

Me: “Uh, [Manager], this card won’t work here. It’s for [Major Bookstore #2].”

Manager: “Well, they’re our sister store, aren’t they?”

Me: “No. They’re our competition.”

Manager: “Oh. I thought we were related to them.” *wanders off*

Customer: *staring after her* “She’s the manager?”

Me: “Yes. She’s new to the company; this location has only been open for a few months.”

Customer: “Still, that’s embarrassing.”

(Tell me about it.)

(There is a bookstore right at my university bus stop and if I have a small wait, I go in and browse. As it is on a bus stop, most of the workers know that people usually come in for five to ten minutes. I have classes four days a week, so I’m in there maybe one or two times a week, depending on weather, waits, and crowds. Online purchases of books have just overtaken book sales and one national chain has already closed. I am purchasing something at the counter.)

Shop Attendant: “Oh, you finally found something.”

Me: “Yes, this is a huge store, and I have never had the time to look all the way through. I’m really excited about this book, though.”

Shop Attendant: “Time? Like, do you work or anything? Because I see you all the time.”

Me: *wondering why she isn’t scanning my book* “Yes, I’m often catching the bus to uni, so I have a look around for the ten minutes or so until the bus comes.”

Shop Attendant: “Oh, are you sure you can afford this? If you aren’t working maybe you should rethink non-essential purchases, especially when you are in here so often.”

Me: “What makes you think I can’t afford this? And how dare you comment on a customer’s finances? Not that it is any of your business, but I do work, as well as studying. I actually work in the customer service industry and have treated paying customers who have thrown drinks on me better than you are treating me now. Have a nice day.”

(I go to leave without purchasing anything.)

Shop Attendant: “Wait, what about this? If you can’t pay for it then you need to put it back.”

Me: “Really? Are you kidding me right now? Maybe the news is wrong. Our generation isn’t reading less; we just aren’t buying books from stores with judgmental tools who think their opinions are wanted.”

(I didn’t go into that store again for over a year. When I did, it was to check out their closing-down sales.)

(The movie “Little Women” has just been released into theaters and, as such, we have had a run on the book. We finally have gotten it back in stock and have had numerous people asking for it. Whenever someone asks for a book, we are supposed to take them to that spot so that we can place it in their hands. Some people know who it’s by and just go straight to the section and some don’t, but this customer takes the cake.)

Customer: “I need Little Women by Jane Austen.”

Me: “Little Women is by Louisa May Alcott, unless you’re wanting something from Jane Austen?”

Customer: “Little Women is by Jane Austen! I am the customer and I am right!”

Me: “Sir, Jane Austen was born in the 1700s; Louisa May Alcott was born in the 1800s. One was British and the other American. They are two separate authors.”

Customer: “Little Women was written by Jane Austen! I’ll prove it to you!”

Me: “Okay, I’ll wait.”

(The customer begins Googling on his phone and stops, turns pale, and looks up at me.)

Customer: “I guess I was thinking about a different book. I need Little Women.”

Me: *sugary sweet customer service voice* “Of course, sir! Here it is. Is there anything else I can help you with? If not, have a great day!”

(An old lady was seen stealing some diaries from our discount bookshop recently, so our manager has warned us to keep an eye on her next time she comes in. She comes in a couple of days later, so I go up to her and hover really obviously to let her know I am watching her. She starts to take one of the diaries out of its wrapper, and this is the conversation that ensues.)

Me: “What are you doing?”

Old Lady: “What are you doing?”

Me: “I’m cleaning the diaries.”

Old Lady: “I know your boss! I come here all the time! I buy lots of diaries!” 

Me: “Okay.”

Old Lady: “There’s not many here.”

Me: “Well, that’s because someone keeps stealing them.”

Old Lady: *nervous laughter* 

(I intimidated her so much that she bought four diaries.)

(Our registers have recently added the option of an emailed copy of customers’ receipts if they would like it; we are required to ask each customer at the end of their transaction.)

Me: “Would you like a printed receipt, emailed, or both?”

Customer: “Oh, emailed.”

Me: “Sure, can I get your email address, please?”

Customer: *suddenly hostile* “I’m not giving you that; you’ll send me spam!”

Me: *puzzled* “If you want your receipt emailed, I’ll need the email address to send it to.”

Customer: “Well, can’t you just send it without me giving it to you?”

Me: “Erm… no.”