Unfiltered Story #67006
(A fairly new member of staff is confused by a voucher presented by a customer, but I recognise the description as a voucher we no longer accept, so I go to look, sure enough, it is the vouchers we don’t take)
Me: (to manager, over the radio) It’s a [voucher name] Boss.
Manager: All right, we don’t take those.
Me: I’m very sorry ma’am, but head office scrapped this voucher for our site four years ago.
Customer: Well, it’s your chain, and you should honour it!
Me: I understand ma’am, but these vouchers do say ‘participating cinemas’ to which we are not. As a result of not being a participating cinema, we have no option to make the reduction on the tills.
Customer: Can you not just take the [discount] off?
Me: No ma’am, no such option is on our tills. That is a head office decision, not even our general manager can change that.
Colleague: Besides, you’re already using our [bigger discount promotion] so you can’t use this even if we did take it.
Me: Plus, when we did take it, it was considered void without the expiry date stamped, because they’re meant to be valid for two weeks from receipt from buying a ticket.
Customer: Fine then, I want your name for a follow up!
Me: It’s [name].
(the customer makes a note on the smart phone)
Me: I’m sorry ma’am, but we have our hands tied by head office on this matter, they do not give us a lot of power over these things.
Customer: Well, when I’m done they will.
(I have since double checked the legal section of my company’s website, not only is a full list of sites that use these vouchers, but it reiterates that they are void without a stamped date. Furthermore, the general manager stated they’re not transferable between sites!)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.