Category: Bad Behavior

You’re Too Good For Some Customers

, | St. Louis, MO, USA | Bad Behavior

(My manager on duty receives a call that a coworker won’t come in. Three hours later a second coworker has failed to show up. It is my manager working the drive-thru window and me preparing all the food. Three hours into what becomes a five-hour rush with us alone, an older lady gets to the window.)

Manager: “Hi, sorry about the wait.”

Lady: “Oh? Is there a problem?”

Manager: “Oh, we had two coworkers who didn’t show up and we’re stuck here alone.”

Lady: *rather sure of herself* “Well, that’s nice. It’s good for you.”

Manager: *silently closes window then turns to me* “What a c***!”

(We finally got help when the night crew got there but I left an hour and a half late. Whoever that lady was, she’s no one I want to meet!)

Don’t Discount The Customer’s Ability To Discount, Part 5

| Belleville, WI, USA | Bad Behavior, Crazy Requests, Money

(I work for a company that sells sturdy, high-quality clothing for outdoor and physically-intensive activities. The prices tend to be higher than your average big-box clothing, but the quality and durability is such that most people are glad to pay a little extra for something they know is dependable. We are having one of our biggest sales. I’m taking catalog orders over the phone.)

Caller: “I want the [Popular Jacket, which is currently 50% off]. That should be $35.50 today, is that right?”

Me: “It’s coming up as $39.95. Let me double-check that.”

Caller: *already irate* “It’s half off, that makes it $35.95! I got the email about it this morning!”

Me: “I just checked. Normal price is $79.90, so 50% off is $39.95.”

Caller: “50% off is $35.50! What the hell kind of con game are you playing?!”

Me: “Umm, no. Half of $79.90 is $39.95. I just ran it through my calculator.”

Caller: “Hrmph. Fine, I’ll take that price. What’s my total?”

Me: *punching up the total* “After shipping, that comes to $49.90. How would you like to pay for that today?”

Caller: “WHAT?! There’s supposed to be free shipping! It’s right on your website; it says ‘free shipping for orders of $75 or more.’ I ain’t paying no $10 for shipping!”

Me: “Are there other items you’d like to order? Maybe we can bring this order up to where it quail—”

Caller: “No. This is all I’m getting. And you are waiving the shipping for me. I’m a first-time customer, and you’re gonna lose me if you don’t get rid of that shipping charge right now.”

Me: “I don’t have the authority to make that decision. Would it be all right if I put you on hold for just one minute while I ask my supervisor for permission to do that?”

Caller: “You ask whomever you need to, but I am not paying that shipping!

(I put the customer on hold and call the Assist line, which is essentially a group of supervisors there to answer questions when any call center agents need help.)

Assist: “Assist, this is [Supervisor].”

Me: “Hi, I have a customer on the line who wants me to waive shipping on a $39.95 order.”

Assist: “What all is on the order?”

Me: “Just [Popular Jacket]?”

Assist: “That’s already on a pretty steep discount. How’s their order history? Are they a regular customer?”

Me: “First time. And frankly, he’s being kind of combative about it.”

Assist: “No. He’s saving $40. We’re not waiving shipping.”

Me: “I thought so, but he was arguing enough that I kind of wanted backup.”

Assist: “Understandable. And I’m definitely backing you up. Tell him you don’t have permission. We’re already giving him 50% off; we’re not going lower than that.”

(I can almost hear the unspoken “we don’t need customers that petty” in her tone. I go back to my caller and tactfully explain that I did not get permission to waive the shipping fee.)

Caller: “Fine. You’re company is a bunch of greedy scam artists. I’ll just wait for it to go lower. Cancel the order. Goodbye!”

Me: *thinking to myself* “This is the lowest I’ve ever seen it go, and we’re selling out of things left and right. You’re going to be waiting a long time, buster! And you just gave up a $40 discount over $9.95.”

Related:
Don’t Discount The Customer’s Ability To Discount, Part 4
Don’t Discount The Customer’s Ability ToDiscount, Part 3
Don’t Discount The Customer’s Ability To Discount, Part 2

Her Consideration Has Totally Checked Out

| Chicago, IL, USA | At The Checkout, Bad Behavior

(There are four self-checkout stations in this store; customers line up in one line for all four then go to whichever one is available. I am first in line with one gentleman behind me when a woman walks around us and stands directly behind another customer at the checkout. She stands so close that the other customer can barely move.)

Customer: *to me* “Oh, were you in line?”

Gentleman: “Yes, I am in line already and this young lady is ahead of both of us.”

Customer: *grinning* “I’m sorry!” *points to another checkout being used by another customer* “Look, that one’s open, you can go over there!”

Me: “Ma’am, there’s a man there still ringing up his groceries.”

Customer: “Oh! Well, sorry!”

(The customer grins again and moves even closer to the woman at the checkout, so that her chest is almost touching the woman’s back.)

Me: *to gentleman behind me* “You deal with her if you want. She’s in a bigger hurry than I am and I am in no mood for her brand of crazy.”

Gentleman: “Me neither!”

Lost Your Bargaining Chips

| Miami, FL, USA | Bad Behavior, Popular

(I am looking at salad dressings at the grocery store when a woman casually picks some chips out of my cart. Note that I am standing right near the cart with one hand on the bar.)

Me: “Excuse me; I think you took my chips.”

Customer: “What was that, hon?”

Me: “You took my chips right out of the cart.”

Customer: “What are you talking about? You haven’t bought it yet, so I will.”

Me: *takes chips out of her cart* “YOU haven’t bought them either.”

Hunger Games: The Next Generation

| Elkhart, IN, USA | Bad Behavior, Family & Kids, Food & Drink

(I’m busing a cluster of booths next to a woman and her young toddler.)

Mother: *plays on her phone*

Toddler: *screams*

Mother: *starts playing with the paper placemat and crayons and stickers we gave to her baby*

Toddler: *screams*

Mother: *receives her order and, as she shovels it down her throat, goes back to her phone*

Toddler: *screams louder*

(This goes on for over 20 minutes and she does nothing to acknowledge the baby, but many guests are complaining to the manager.)

Manager: “Ma’am, is your baby all right?”

Mother: “He does that a lot. Just ignore him. He’ll shut up.”

(I nearly drop my bus tub in shock. My manager sees the look on my face and signals me to just go back to the kitchen/dish pit. He comes back to talk to me a few minutes later, after the baby’s stopped crying.)

Me: “Did you ask her to leave?”

Manager: “No, I gave the baby a plate of cheese fries. He was just hungry.

Me: “I hate people.”

Manager: “Next time, don’t look like you’re going to hit her and you can stay and watch the show.”

(The kicker? Other than the fact that she hadn’t even ordered for her child, my workplace offers a weekend deal where children under four eat for free!)

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