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Category: Bad Behavior

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Something Fishy About That Complaint

| FL, USA | Bad Behavior, Crazy Requests, Non-Dialogue, Pets & Animals

I work at a major chain pet store as customer service and a pet care specialist. I love animals and enjoy helping customers get set up with new pets, and I have several customers who come in and specifically ask for me. Unfortunately, a big part of the job is handling returns of pets who are deceased. My job is to replace the pet and advise them on anything that they could do to ensure success in keeping the pet.

In our store, customers fill out satisfaction surveys online that have an optional comment field. The managers post the comments each week. One day, I get called in to the manager’s office. She sternly tells me that there was a serious complaint about me in the surveys. She reads it to me and I turn redder and redder as she reads the long description of how a customer came in to return a bunch of fish that had died and I did not express sympathy for her loss. “Her cold, uncaring attitude and clear disregard for my emotional well-being and satisfaction as a customer make me feel too upset and traumatized to return to your store. I hope that you discipline her and perhaps terminate her as she doesn’t exemplify the love of animals that your store claims to represent.”

I was crying by this point. By the list of fish that the customer had described, I remembered the customers and that the interaction with them hadn’t been unusual at all. I had even said I was sorry to hear that their fish died and I spent 20 minutes with them trying to help them sort out why. They had even thanked me.

Despite my great record and all the compliments about me from other customers, my manager penalized me for the complaint, suggesting that I might consider finding another job if I didn’t care for animals. (She knew that I had everything from fish to reptiles to cats myself, so that was BS.) I had my hours cut and had to go through extra training.

Two months later, my manager came to me and apologized, saying that a customer had come in saying that they felt bad because they put in a joke complaint about an employee and were worried that she had gotten fired. Guess who? The reason they gave my manager: “We were drunk or high or something, and were just upset about the fish. Anyway, we’re sorry. She was actually really nice to us.”

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Coffee, Interrupted

| CT, USA | Bad Behavior, Food & Drink

Coworker: “Hi, can I help you?”

Customer: “A medium iced mocha.” *pauses*

Coworker: “Sure thing! Anything else?”

Customer: “JESUS CHRIST, WOULD YOU LET ME F****** FINISH? OH, my GOD ,you are just so RUDE! That is RIDICULOUS! DON’T ASK ME IF I WANT ANYTHING ELSE BEFORE I’M F***** FINISHED!”

Coworker: *stunned silence*

Customer: “And a LARGE COFFEE, CREAM ONLY!”

(I am the manager and decide to take this lady’s money and get her out of my drive-thru as quickly as possible. She rolls up to the window and throws me a five dollar bill, still yelling.)

Customer: “I’m sorry, but THAT IS RIDICULOUS! JUST OVER THE TOP! I AM HAVING A BAD DAY AND I JUST CAN’T TAKE YOU PEOPLE RIGHT NOW!”

Me: *silently hands her the drinks* “Your change is thirty-two cents.”

Customer: “You can give it to the girl I cussed at. It will probably make her feel better.”

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Not So Pretty In Pink, Part 2

, | Orlando, FL, USA | Bad Behavior, Spouses & Partners

(The theme park I work for is testing a new wristband system. Instead of having to carry key cards for the hotel room, guests get wristbands that will unlock their doors, and they can also be used to charge purchases to their bill. Certain VIP members get to test them early, and get some extra perks with them. I am helping a family check in.)

Me: “Here are your wristbands!”

Mom: “Can we get ones like theirs? I want a pink one and so does my daughter.”

(She points to some people checking in with my coworker. VIP testers receive a different design on the band, and also get to pick from a list of colors. Current guests only get black or light gray.)

Me: “Sorry. ma’am, those aren’t available to everyone yet. The colorful ones are only offered to park members right now.”

Mom: “Well, make me a f****** park member, then! I want a pink f****** wristband!”

(Park members are usually wealthy families who live close by and come to the parks at least once a month. The expensive dues aren’t really worth it for tourists who only visit occasionally. Normally I would try to explain this to her, but I’m frustrated at how she’s treating me.)

Me: “Oh, you want to be a park member? Let me help you sign up! Your dues are $XXXX a year; I can either bill that fee to your room or you can pay right now with the card I have on file. Here’s your paperwork. You’re welcome to fill it out at your own pace and bring it back to any cast member at the check-in desk when you’re ready.”

Mom: *screams loudly and storms out of the hotel*

(The dad watches her leave, then sadly shakes his head.)

Dad: “This is supposed to help us fix our marriage.”

(I later see him and the daughter out in the lobby playing. He waves me over.)

Dad: “My wife decided to fly home because, according to her, you ruined the vacation. She threatened to call your boss. Are you going to get in trouble?”

Me: “Probably not, sir. I did exactly what she asked, which was to sign her up for the park membership. My coworker will be happy to back up my story.”

Dad: “Good. I’ve decided to go through with the divorce. I’m thankful she–” *motions to daughter* “–is too young to understand.”

Me: “I’m sorry to hear that, sir. Please let me know if there’s anything I can do to make your stay exceptional.”

Dad: “I think we’re fine, thank you. How do I contact your boss, though? You’ve been so helpful.”

(I gave him my supervisor’s contact information. Once they left for the day, I arranged to have a small basket of treats and toys for him and his daughter to be delivered to the room. I received a glowing report from him, which helped me receive a raise! He also had some flowers delivered to the front desk of the hotel for all of the staff to admire.)

Related:
Not So Pretty In Pink

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The Perfect Picture Of A Bad Customer

| OH, USA | Bad Behavior, Extra Stupid, Technology

(I work in the electronics department of an extremely large global retail chain, which could frankly fill its own section of this website. Every couple of weeks we get a customer who understands very little about her devices, but treats our associates with incredible disrespect and rudeness and storms off before we have a chance to explain what she needs. I happen to draw the short straw this time.)

Customer: “I need to know how to download pictures from my phone to my computer so I can print them.”

Me: “Okay, what kind of camera do you have?”

Customer: *pinching the bridge of her nose and closing her eyes as though praying for patience* “The KIND. That takes PICTURES.”

Me: “Yes, ma’am, but there are several different options available depending on the type of camera. Let’s try this another way: Does your camera have a slot called ‘SD Card’?”

Customer: *sighing, rolling her eyes* “Now how the h*** am I supposed to know that?!”

Me: “Sometimes it’s next to the battery compartment. Would you mind opening it up so I can check?”

Customer: “YES, I MIND! IF I OPEN IT I’M GOING TO LOSE ALL MY PICTURES!”

Me: “Ma’am, rest assured that your pictures aren’t stored in the batteries.”

(At this point, the customer threatens to have my job if her pictures are deleted, calls me a pissant, and goes on a rant about retail workers while trying to open the compartment. Finally she manages it.)

Me: “Okay, your camera already has a Micro SD card in it. You’ll need to physically remove it to transfer your photos, since I see the USB slot is broken. We have some kiosks available that will allow you to print them off right now if you’d like.”

Customer: “No, because you guys keep copies of my photos and I don’t want that.”

Me: *losing patience a bit* “Ma’am, we have never kept a copy of anyone’s photo. We won’t return photos that are pornographic or copyrighted, but those go into the shredder, not our pockets. Now, your computer will need an SD card reader in order to—”

Customer: *doing the nose pinch thing again* “Yes, I already know that. Have a good day.” *storms off*

Me: “See you in a couple of weeks…”

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A Taxing ‘Twenty’ Minutes

| USA | Bad Behavior, Wild & Unruly

(I’m a cashier in a wholesale club where shoppers must have membership cards. Some of our customers are business owners or members of non-profit organizations, so they don’t get taxed. This requires having a special card. Scanning one brings up a prompt on the register asking for a manager override to confirm that it’s a tax-exempt transaction. A woman hands me her card and says her purchase is going to be tax-exempt. I scan it.)

Me: “Oh, something’s wrong with the card. It didn’t give me the option to make it tax-exempt.” *I inspect the card and see it’s NOT a business card* “This isn’t—”

Customer: “But I have the paper.”

(She takes a paper out of her purse confirming that she’s part of a non-profit, which is used as proof of eligibility when applying for a business card.)

Me: “Ma’am, that’s just confirming that you qualify for a business card. I can’t take the tax off with that. There’s nothing for a manager to override. It won’t go through. You need to get a business card—”

Customer: “But I don’t have one! Just ring it up regardless; it’s tax exempt!”

Me: “I can’t without a business card. You—”

Customer: “I don’t HAVE one! I just explained it to you!”

Me: “I understand that, but I’m saying there’s no way for me to ring up this purchase without a tax-exempt card. There’s literally nothing I can do to take the tax off, so there’s going to be tax—”

Customer: “But it’s TAX EXEMPT!”

(After a few more failed attempts at explaining that she needs to use the document to get a business card and then come back, she has me call a manager. Since I’m just a cashier, all I can do is set my register’s light to blinking and wait. About ten seconds pass.)

Customer: “Ugh, can’t you just call a manager?!”

Me: “That’s what I’m doing, ma’am; don’t worry. I set the light to blink so a manager should be here soon.”

Customer: “No, I mean CALL him!”

(By the time I figure out what she means and am about to explain that I don’t have a radio, one of my managers arrives.)

Manager: “What seems to be the problem here?”

Me: “She wants this purchase to be tax exempt, but she doesn’t have a business card.”

Customer: “But I have the paper!” *she waves the paper around. My manager looks to me for clarification*

Me: “She wants to… use the paper to make it tax-exempt.”

Manager: “Ma’am, you can’t do that. You need to go to customer service and get a business card. Without a business card there’s nothing I can do here.”

Customer: *she’s suddenly very rigid, like she’s doing all she can to keep her anger in* “You know, she had me wait TWENTY minutes to have you come here and tell me that. I’ve been here for TWENTY minutes!”

Manager: “I’m very sorry, ma’am. I do apologize; I was handling a flatbed and I—”

Customer: “Can YOU just ring me out somewhere so I don’t have to wait on another line for TWENTY minutes? It’s been twenty MINUTES!”

Manager: *sighs* “All right, just… just follow me.”

(He obviously had a long day, and looked way too exhausted to argue anymore. I voided the transaction and handed her back her card before my manager led her away. I saw the time stamped on the top of the voided receipt from when the card was first scanned; it was dated just four minutes before — nowhere near twenty!)

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