A Big Screen Fail

(I am working electronics and a man comes in asking about our TVs.)

Customer: “So, which one is your biggest?”

Me: “Which type did you want? We’ve got LCD—“

Customer: “Just the biggest.”

Me: *takes him over* “Well, this RCA is a bit clunky for a flat-screen, but it’s definitely the biggest one we have.”

Customer: “Great, I’ll take it.”

Me: “Okay, just give me a moment and I’ll have someone from maintenance to help get a boxed one from the back for you.”

(The guy working maintenance and I go to get the TV loaded onto a flat-bed trolley and he wheels it out for the customer.)

Customer: “Great! I’ve got some other stuff I want to get, so I’ll just bring that with me while I shop.” *goes to take the trolley*

Me: “I’m sorry, sir, but you have to pay for that here. We can’t allow electronics items out of the department without being paid for.”

Customer: “But I have other things I have to get!”

Me: “I’m sorry, sir. You have to either pay for it now or leave it here while you go get your other items and then we can have it brought to you at the front check-outs, but I can’t allow you to wheel it out without paying for it.”

(He instantly gets in my face, yelling about how this is terrible customer service, pointing at me threateningly, and telling me he’ll go elsewhere unless I let him wheel it out. This is setting off so many red flags for me, I stick to my guns.)

Me: “I’m sorry you feel that way, sir, but that is our policy and I can’t change it.”

Customer: “Fine! Then I’m never coming back!”

(He stares at me for a moment, as though hoping I’ll cave, but I just stare back, and then he turns and leaves. I don’t think he is out of earshot, but he keeps walking after I immediately turn to the maintenance guy and say:)

Me: “How much you want to bet he was going to try to steal it? Go get [Floor Manager].”

(While waiting for [Floor Manager], I immediately wrote down everything about the encounter, including a description of the guy, as best I could. I also phoned our other location across the river, as well as other stores in town that sell TVs, giving them a heads-up. In the end, I found out that the guy tried at another chain which I hadn’t thought of, because I didn’t know they sold TVs. He wasn’t successful there, either.)