Being Nice Is Just Ornamental

I work for a department store at the customer service desk. It’s a busy Saturday and a woman about my age, in her early thirties, comes to pick up an online order: some Christmas ornaments. I hand her the box and we both realize it is damaged.

Customer: “Oh, the box is damaged. Can I check to see if the ornaments are okay?”

Me: “Yes, ma’am, you sure can.”

Customer: “Okay, the ornaments seem fine. I’m going to go check to see if y’all have another one and exchange it for one without a broken box.”

Me: “That’s absolutely fine. Here is your receipt, and you can exchange it at any register.”

Customer: “Thank you so much!”

The following Tuesday, we get a negative review from a customer about the day she came in to get her online order. As I am listening to my boss read it, I realized it is my customer from that Saturday.

Review: “I went in to pick up my online order and the box was damaged. The girl never offered to go get me another one and told me to go find one and exchange it at a different register. I had to wait in another long line to get it exchanged and this is completely unacceptable.”

Luckily, my boss heard what really happened and threw out the negative review. So much for being nice.