Dogged With Complaints

, , , , | Right | June 24, 2017

(I work front desk at a hotel. We have a strict policy on pets. While pets are welcome to stay at the hotel, we do charge a hefty price for their stay. On this particular day there is a local dog show event in the area. We’ve been getting guests all day staying with their dogs. This guest is no different.)

Me: “Hello, welcome to [Hotel]. Checking in?”

Guest: “Yes, I would like to get a room for the night. It’s just me and my friend, so we would like a room with two beds in it.”

Me: “Okay, no problem. So, what brings you to the area?”

Guest: “Oh, I was showing my dogs at the local dog show.”

Me: “Oh, that’s sounds awesome. Just so that you’re aware, we are pet friendly, but it is $20 per pet per night.”

(Guest stops mid-sentence and looks at me like I just slapped her across the face.)

Guest: “Excuse me? That is a rip off!”

Me: “I’m terribly sorry, ma’am, but it is our company policy.”

Guest: “But they’re show dogs! They’re not some ordinary filthy animal; I demand I be charged less for my dogs. I want to speak to a manager!”

(So, of course I oblige and call my district manager and tell him about the situation. He tells me that it’s all right if I charge her only $10 per dog as long as she doesn’t have more than two dogs with her in the room.)

Me: “I just got off the phone with my manager. He said that we can reduce the cost of fee down to $10 per dog. How many dogs will be staying with you?”

Guest: “That’s the best you can do?! This is ridiculous! They’re show dogs! I should not be charged this much for them.”

Me: “Again, ma’am, I’m sorry for this inconvenience, but that is as low as I can go on the price.”

Guest: “Fine! I’ll just go somewhere else!”

(Guest leaves in a huff. I go back to what I was doing. Not even an hour goes by when the same guest comes back, practically yelling the entire transaction.)

Guest: “Well, I guess we are just going to have to take the room. No one else around here will accept my dogs! I demand we have a room next to an entrance on the first floor away from other guests.”

Me: “I only have a couple rooms left; we are rather full tonight. I will try to get you as close to an entrance as possible.”

Guest: “Unbelievable!” *shaking head, looking like I’m the stupidest person she ever saw*

Me: “I am able to get you a room on the first floor and it’s as close to one of the entrances I can find. I just need you to sign and initial this registration.”

(On our registration form, the guest must initial for the rate they agreed to pay, initial if they brought any pets and how many, and sign at the bottom. Once the registration form is signed, no refund can be given if they have an issue with the price of the room, and if there is any damage done to the room they will be charged for the incidentals. She signed the registration form stating on it that she only had two dogs in the room and left with her keys. Now, at the front desk, we have a screen with cameras on it that cover all the hotel and entrances. I watch as she starts to unload into her room. She and her friend bring in not two dogs, but five! Needless to say, with permission from the manager I charged her the original price of $20 per pet for the additional dogs. I heard later that she talked with my manager about the extra charges and he pretty much told her off, in a polite way, of course. Thankfully we didn’t hear from her again.)

Requests Against Humanity

, , , , | Right | June 24, 2017

(I work in the hardware department of an aging retail franchise. I receive a call during a busy holiday season shift and a somewhat-elderly woman’s voice speaks to me from the other end of the line.)

Me: “Thank you for calling [Store]’s hardware department! [My Name] speaking. How may I help you?”

Customer: “Hello, is this Toys?”

Me: “I’m sorry, ma’am, but only our [Larger District] store has a dedicated toys department, but we do have some toys. What are you looking for today?”

Customer: “Well, I was hoping to find a certain board game. Have you ever heard of Card Games for Humanity?”

(Her voice leads me to believe she is very humble and prim. Cards Against Humanity is one of my favorite games, but I don’t think she was buying it for herself. So I spare as much detail as possible.)

Me: “Hmmm. That sounds familiar; however, we don’t sell that game in our store. I can tell you, though, that they definitely sell it on [Online Store] if you want to find it!”

Customer: “Oh, wait… did I say Card Games for Humanity? I meant Card Games Against Humanity. I played that last night at my son’s house, and it was a f****** riot! I love that game!”

(At my manager’s discretion, we had a small, appropriate conversation about it before laughing ourselves off the phone.)

Turn Right On Left Street

, , , , , | Right | June 24, 2017

Customer: “Hello, what street are you located on?”

Me: “[Street], in between [Road #1] and [Road #2], opposite the big toy store.”

Customer: “Are you on the left or right hand side on the road?”

Me: *silence and confusion* “Um…”

Uneven Understanding Of Even Exchange

, , , , , | Right | June 23, 2017

(I explain to a customer I must return her damaged online item in a separate transaction from her buying the new one. It must always must be done separately.)

Customer: “OH, YEAH, THAT’S FINE!” *almost jubilant*

Me: “Okay.” *somehow knowing it won’t be*

(I return the item to her card, explaining the process as I am going. I ring up the replacement item, which is now even cheaper than she originally bought it.)

Customer: “WAIT. I DON’T GET IT. IT’S AN EVEN EXCHANGE. I SHOULD HAVE TO PAY NOTHING!”

Me: *explains it several times until she gives up and pays and goes away*

Bath Bomb And On And On

, , , | Right | June 23, 2017

Customer: “Hi, I wanted to buy one of your premade gift boxes but I can’t spare more than 20€ on it.”

Me: “Sure, we’ve got this option over here with a piece of soap and a moisturizer.”

Customer: “I’d prefer if it had some bath bombs or bath bubbles.”

Me: “Not a problem. This other one has one of each.”

Customer: “But only one of each is not enough.”

Me: “Well, if you don’t mind spending a bit more, for 25€ you can get this one that has two bombs and two bubbles.”

Customer: “And is there nothing under 20€?”

Me: “Yes, the ones I already showed you.”

Customer: “And what do they have?”

Me: “The first one has a piece of soap and a moisturizer…”

Customer: “But I want bath bombs.”

Me: “…and the second one has a bath bomb and a bubble.”

Customer: “Only one of each?”

Me: “Yes.”

Customer: “And don’t you have anything with more than one bomb?”

Me: “Yes, as I already told you, there’s this option with two of each for 25€.”

Customer: “And is there no options under 20€?”

(At this point a supervisor notices I’m talking with a customer, which I shouldn’t be doing as I’m actually the stock controller. She takes over and I keep doing my job, but every time I pass near them, the conversation seems to be stuck in basically the same cycle. Around twenty minutes later, the customer comes to me again.)

Customer: *holding one of the boxes I already showed her* “What’s in this one?”

Me: “A bath bomb and a bubble.”

Customer: “And is there one that has more than one of each?”

Me: “…yeah, this one over here, but as we’ve seen earlier it costs 25€.”

Customer: “And is there nothing under 20€?”

Me: “Look, that’s all the options we have considering your needs. The only boxes under 20€ are the ones I already showed you.”

Customer: “Oh. And what’s in those?”

Me: “A bath bomb and a bubble.”

Customer: “Oh, right. Right.”

(After this she looks very confused and starts roaming inside the store, clearly unable to make a decision. Another half an hour later she’s still around, so I decide to check on her.)

Me: “How’s it going?”

Customer: “I don’t know… I’ll make a call to get another opinion on this.”

(Yet another half an hour passes when I see her in the till with the 20€ box and the 25€ one. She handles the second one to the cashier.)

Customer: “What’s in this one?”

Cashier: “Two bombs and two bubbles.”

Customer: “I guess I’ll take the other one then.”

(Later I was told by a coworker that she had been having the exact same conversation over and over with basically all of the staff.)

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