Aren’t Candles Supposed To Be Relaxing?

I am a keyholder and manager at a retail craft store and we have a lot of sales and coupons that constantly change. Essentially, nothing is the same price from week to week.

Guest: “Can I return these candles that I got for Christmas?”

They were from our fall collection; they had already been discontinued. We require a receipt for most returns and exchanges, especially if it’s an item not in our system anymore. Official policy says not past ninety days, but you KNOW corporate makes us break their own policies to keep the customer happy.

I asked the customer for a receipt, and she got very offended.

Customer: “Do you ever give out receipts with Christmas gifts? It’s very tacky to do so!”

Me: “Have you heard of a gift receipt?”

Customer: “I don’t think my seventy-four-year-old aunt is going to give out gift receipts.”

Me: “I can try to give you store credit for the lowest price they have been sold for within ninety days.”

She looked at me like I was crazy.

Customer: “No, I want an exchange!”

She just kept repeating that the candles weren’t discontinued and that they should be at the same price point as our other candles. That was completely untrue, but okay.

Me: “Ma’am, I’m just following store policy.”

Customer: “I assume you’re the manager?”

Me: “Yes, I am one, but I can grab another manager if you want.”

Customer: “No, but I want you to exchange them; it’s the same price.”

She just got more and more belligerent with every sentence — and she was pretty angry when I said no initially. I honestly started getting kind of shaky and angry, but I tried to keep calm and offered her our corporate phone number.

Customer: “I don’t want that! I want you to exchange these for me right now! What if I just stand here all day and tell customers as they walk in that you won’t exchange these?!”

I gave her a weirded-out look.

Me: “Uh… okay? If that’s how you want to look.”

Customer: “No, that’s how you’ll look!”

I just kind of stared at her, at a literal loss for words.

Customer: “Are you just going to stare me down now?!”

Me: “Ma’am, I don’t know what else you want me to say. Are you sure you don’t want our corporate phone number?”

She got even angrier and slammed the candle she took out back in her box and stormed off.

Customer: “F*** you!”

I chirped back as she walked away:

Me: “All right, thank you! Have a wonderful day!”

She was already halfway out the door, but she doubled back to say:

Customer: “I hope you have a terrible day!”

And she FINALLY left.