Unfiltered Story #205788

, | Unfiltered | August 23, 2020

I work in a retail pharmacy and my colleagues told me what happened. I saw the product in question as well. The product involved was an antiseptic spray that had the label “dry powder”on top. But as powders don’t simply spray out of a bottle like an aerosol, it was suspended in oil. Thus when it is sprayed out, it looks like a liquid spray but will dry into a powder.

A customer came to my store with her colleagues and she picked up the product. The product was packaged in a box so the customer roughly ripped open the box, tearing the lid open and took the spray out. Then she proceeded to use the spray. My colleague saw what happened and told the customer that the item was not a tester. The customer said that she knows it’s not and she wanted to see what it was like.

My colleague, stunned at the customer’s reply, came to me and showed me the damaged box. She then went back to the customer and told her that she had to pay for the product. The customer asked if the product was something we could just exchange with the supplier after it’s damaged to which my colleague said it was not. The customer then reluctantly paid for the product.

And here is where is gets even more ridiculous.

The customer called my store shortly after and asked to speak with the “lady who was wearing all black.” She wanted to know if she was our manager. I said she was not. Truthfully speaking, this colleague of mine was a product promoter who was not employed directly under my company. Most people look down on product promoters and treat them like pests. I knew this woman was the one who damaged our product but I didn’t want her to belittle my colleague so I just said that the “lady in black” was also a staff member here. I then handed the phone to my colleague and told her “no matter what happens, we will support you.”

The customer then proceeded to say things like she was protected by the Lemon Law because the product was defective (it’s not, it’s meant to be an oil – to – powder spray but she thought it would spray out as a powder. She also did not ask any of the staff what it was supposed to be like.) She also said that she was nice enough not to make a fuss in the store because her colleagues were with her and my staff should not have “embarrassed” her by telling her to pay.

My staff decided to try to make her see things more logically and told her that we have some customers who use our products without paying and we cannot sell them if they have been used so we have to make customers pay up. The customer then argued that that’s our company’s problem. My staff then tried to diffuse the situation by telling the customer that if she really cannot find any use for the product, she can come back and refund it (it was cheap anyway). The customer retorted that she had no time and she was going to complain about the store and sue the company.

I really cannot understand the logic of such a person. If you ran a store and several customers just opened and damaged the products…the store would probably close down from all the losses made. Also, I cannot understand why her colleagues did not stop her. If my colleague did such a thing, I would have slapped his/her hand before he/she opened the box.