Unfiltered Story #122263

[ We have a somewhat regular customer, an older woman who always comes in with her small dog. The dog is not particularly well-trained, but not mean – just overly friendly, and she often lets it jump on other customers’ legs as she shops because of its long leash. We are not allowed to say anything per company policy. I always thought she seemed a little lonely and “out there” so I have never been anything but nice to her, although she has been rude to myself and a co-worker on occasion. On a very busy Friday evening as a snowstorm is ramping up, this particular customer comes in and shops around for a little before approaching my register. Note that I have a huge line and the only other employee in the store, my manager, has hopped on a register to help me. ]

Customer: *Putting her items on the counter* “Do you have any bottled water left?”

Me: *Assuming she means the 24 packs of water, since they are on sale and have been selling fairly quickly.* “Yes, the [brand] water? We have some in the back. I’ll go grab one for you.”

[ The customer says nothing to the contrary. I walk to the back of the store and to the back room and grab a case of water. I’m a small girl, so its not terribly easy, but I manage fine and return, expecting to proceed with the transaction. ]

Customer: *Staring at the water.* “What?…That’s…Not what I wanted.”

Me: *Confused, because I checked with her before leaving.* “I’m sorry…? You did say bottled water…”

Customer: *She leans down to pet her dog for a little while before responding to me.* “No, that’s not what I wanted. I wanted the bottled water with the handle!”

Me: *Sighing internally, but willing to let it slide because the transaction has already taken way too long already and the line keeps getting longer, even with my manager helping.* “Oh okay, I’m sorry about that, I’ll go to the back and get you those.”

[ I again walk to the back room and check the stock. We only have [brand] of water left, so I bring two of them out and walk back up front. ]

Customer: “This is spring water…? No…No, I don’t want these, this isn’t the brand I buy normally! Forget it.” *Mumbling incoherently.*

[At this point, I am getting frustrated, and begin ringing her items so I can hopefully move the transaction along. Meanwhile, her dog has been jumping on the other customers in line, though, gracefully, none of them got upset. The woman is now paying more attention to the dog than to the transaction. I am a patient person, though, and manage to stay pleasant.]

Me: “Okay, your total will be [amount].”

[ The customer then began fumbling through her wallet and her purse, which goes on for about two minutes. The transaction has already taken at least ten minutes. Its apparent that she can’t find her credit/debit card and I can feel the stares of waiting customers. ]

Me: “Ma’am, would you mind stepping aside so that I could take the next customer in line? You only have a few items so it won’t take long to ring you out once you find your card.”

Customer: *Ignores me, continuing to rifle through her wallet and purse while mumbling.*

[ I look helplessly to my manager, who just shrugs and tells me not to worry. I wait for about a minute or so, until she finally hands me a $20 bill, still mumbling that she has to find her card. As I get her change, I try to calm her down a little. ]

Me: “When was the last time you used it? Its probably best not to drive around looking for it in this weather. You should call your bank and have them cancel the card so that if anyone finds it, they can’t use it.”

Customer: “No, what do you know? I need to find my card! I just had it!”

[ She swipes her change and her items from and leaves with her dog, not bothering to  thank me, nor the line of customers behind her for our patience. ]