My coworker was helping a lady prepare her documents for shipping.
Coworker: “The rate to ship is [rate], and you’ll have to buy an envelope in addition.”
He went away while the customer filled out her forms. When she finished her forms, I took over assisting her and processed her package.
Me: “The total will be [total], including the envelope.”
Customer: *Flips out* “Why are you assuming I haven’t already paid for the envelope?!”
Me: “Because you were told you’d have to buy the envelope, but it’s not too late to provide your own at no additional cost.”
Customer: “That’s beside the point! You were wrong to group the charges together on the off chance that I had purchased the envelope elsewhere!”
Me: “I only made a verbal mention that the envelope was included in the price just so that there wouldn’t be any confusion about what you were paying for. I do ask customers where envelopes come from, normally, and I would have, had I not been an eyewitness to you taking and using the envelope from our retail rack.”
Customer: “Get me your manager!”
She then yelled to him about it.
Customer: “Honestly, it’s disgraceful! She should be fired!”
Manager: “Ma’am, was your intention to purchase this envelope from us?”
Customer: “Yes.”
Manager: “Did you want the two transactions rung up separately?”
Customer: “No, I wanted them rung up together.”
Manager: “Are you suggesting that we not charge you for this envelope?”
Customer: “No, you don’t get it! The point is that he should have asked me if I needed to buy the envelope!”
Manager: “And this envelope was already sealed and written on at the time?”
Customer: “Yes, I did that before he even started helping me.”
Manager: “It sounds like you needed to buy the envelope.”