Category: At The Checkout

The customer has seemed normal and maybe even intelligent throughout the shopping purchase. But then they get to the checkout and as soon as human interaction is required it all falls apart. The checkout operators really are our first line of defense against the stupid customer!

Put Your Foot In Your Mouth

| USA | At The Checkout, Health & Body, Popular

(The customer has been generally rude and unpleasant while I ring up her purchases, with lots of whining and complaints all the tough things she’s done, shopping and sightseeing, and about things my store has no control over, like how far it is from the train station. Finally I’ve had enough.)

Customer: “I’ve had to do far too much walking. I can’t believe there weren’t more places to sit down in [Museum next door].” *condescendingly* “You have NO idea how much my feet hurt.”

Me: “Actually, ma’am, I’ve been standing for eight hours and am not allowed to sit down or have breaks, so I might have some idea.” *sugary sweet voice and huge fake smile* “Here are your purchases and a receipt. I hope your rough day gets SO much better!”

Not Very Open Minded, Part 14

| Kent, England, UK | At The Checkout, Crazy Requests, Technology

(I work on the customer service desk of a large, busy retail store. We open later on Sundays, at 11 am. Our opening times are clearly signposted on the doors. It’s around 10 am and although we’ve raised the metal shutters on our storefront we haven’t yet unlocked the doors, and are still setting up for the day. The customer bangs on the door, causing me to look up from my paperwork. I shake my head and point to the sign.)

Me: “We’re not open yet, sorry!”

(Customer continues to bang on the door, then with an almighty shove manages to actually break it down.)

Customer: “I want to do a return!”

Me: “Uh… you just BROKE our door. We aren’t open!”

Customer: “Right, whatever. So I need to return these picture frames. Here’s my receipt…”

Me: “I can’t return them. Our tills aren’t on, and even if they were our office team hasn’t put the cash drawers in. You have to wait until 11 am.”

Customer: “What? You’re telling me I can’t return these? Why aren’t your tills on yet?”

Me: “We’re not open. We open at 11 am. Our opening times are on the sign outside. See?”

Customer: “What? So I can’t return them?”

Me: “You can, but you need to wait another hour. The tills aren’t on. The store isn’t open. I physically can’t give you your money back yet.”

Customer: “This is ridiculous! This is dreadful customer service; I’m never coming back here again!”

(She stormed out in a huff, leaving me confused, bewildered, and with the task of fixing the doors back up before we open.)

Related:
Not Very Closed Minded, Part 13
Not Very Closed Minded, Part 12
Not Very Closed Minded, Part 11

Returner Burner, Part 2

| GA, USA | At The Checkout, Crazy Requests

(I work at a large national retailer. When items are returned damaged they are “claimsed out” and returned to a warehouse for credit. If an item is returned in new condition it is returned to the shelf. I am working the service/returns desk when I get this call:)

Me: “Service desk, how can I help you?”

Customer: “My wife returned a white scooter to y’all a few days back, and I was wondering if y’all would be interested in selling it back to me at a discount?”

Me: “Sir, if it was returned damaged then we sent it to claims and it is no longer in the store. If it was returned in new condition then it is back on the shelf and would be full price.”

Customer: “Oh… so… no discount?”

Me: “No, sir.”

Customer: *sigh*

Related:
Returner Burner

Refunder Blunder, Part 19

| TN, USA | At The Checkout, Bad Behavior, Popular

(I am a manager covering the returns counter associate’s break and have been dealing with a crazy line. My next customer walks up and hands me her receipt. I smile.)

Me: “How can I help you?”

Customer: *points to shorts she is wearing* “I want to return these.”

Me: “All right, would you like to do an exchange and change in our fitting room? You do not have to get the same shorts if you do not want to.”

Customer: “I want a refund.”

(We go back and forth and I repeatedly state that’s what we would be doing but I need the product.)

Customer: “Why?”

Me: “We ship the defective product back. I need the shorts.”

Customer: “Oh, my mom can just sew this piece back on; I just want my money back.”

Me: “I need the product.”

Customer: “Why?!”

(By this point we had gone backs and forth again and I motioned from her shorts to behind the desk.)

Me: “I need the shorts to give you a refund, you can buy gym shorts, a skirt, a towel- anything to cover you up to leave the store but without the product I can’t do the return.”

Customer: “Well, that’s bull-s***. Just give me my money back.”

Me: “I already explained to you that without the shorts on this counter I can’t give you a refund.”

Customer: “THEY ARE RIGHT HERE. I want to speak with a manager.”

(I don’t normally pull the card, but I showed my badge and tags and told her I was the manager. I proceeded to call an assistant manager up who was as baffled as I was and told the girl she would need to give us the shorts to get a refund. She never understood and left cursing and shouting about how she would tell everyone not to shop at our store because of this.)

Next Customer: *hands me his receipt and item* “I’d like to return this, and don’t worry; you can keep the item.”

Related:
Refunder Blunder, Part 18
Refunder Blunder, Part 17
Refunder Blunder, Part 16

Needs A Price And Attitude Adjustment

| Canada | At The Checkout, Criminal/Illegal, Money, Popular

(I work in a mid-high end clothing store with a high focus on customer service. Unfortunately because of this many customers tend to abuse our policy knowing they are ‘always right.’ This happens one day when one woman continually tries to abuse us. I am currently the only one on the till as it isn’t too busy. A middle-aged woman walks up with a bag full of our clothes.)

Me: “How can I help you today?”

Customer: “I would like to return some items and get a price adjustment.”

Me: “No problem.”

(I start removing her clothes from her bag and notice some of them are part of our one day only flash sale where pants are half off.)

Me: “Sorry, but I can’t give you a price adjustment on these pants. It’s a flash sale today and cannot be applied to previously purchased merchandise. I can however give you a price adjustment on your sale items as they went down more and return your blazer! I’ll just need your receipt.”

Customer: *hands it over, not paying attention as she texts on her phone*

Me: *looking at receipt for most of the items* “Oh, sorry, ma’am.

we only do price adjustments within 14 days and you bought these a month ago.”

Customer: *finally paying attention* “I haven’t worn them and the tags are still attached so I have to have a price adjustment! And the pants I only bought a week ago!”

Me: “I’m sorry, but we only do price adjustments for 14 days and as I said earlier, your pants cannot be price adjusted as it is a flash sale. Only items today count.”

Customer: “Why’s that? I want a price adjustment! I’m within the time limit!”

Me: “It is a flash sale, one day only. Meaning you can only get the sale today if you buy something, not get a price adjustment! It is one of the only times we do not allow price adjustments. I’m sorry, but that’s the instructions sent from head office.”

Customer: “You guys have an unlimited return policy, right?”

Me: *sighs, knowing where this is going* “Yes, we do.”

Customer: “Then return all my items and I’ll re-buy them!” *smug look*

Me: “Yes, you can do that, but I know it’s a price adjustment and you only have 14 days for that AND your pants are not included!”

Customer: “Return all my items! I’m re-buying them for today’s sales!”

Me: *at this point there is nothing I can do, we have to return them* “All right.”

(I process her return, and re-purchase, which totals to her getting around $150 back. I look at the receipt to see which method she paid as it has to go back the same way.)

Me: “All right. So, you will be getting $150 back on your credit card. I’ll just need to see the card to verify it is the same one.”

(Customer shows me her card. The last four digits, all we can see on the receipts, do not match.)

Me: “Sorry, the card doesn’t match. Do you have another one?”

Customer: “My husband bought these for me on his card but we have a joint account.”

Me: “I cannot put the money back on any other card but the one from the receipt; however, I can give you a store credit.”

Customer: “But it goes to the same account!”

Me: “The numbers do not match; I have no way of knowing they are the same account. I only have the numbers.”

Customer: “Just put it on the card! I’m telling you they are the same account!”

Me: “I need the card or proof they are linked. It is credit card fraud to put the return back on another card. I’m sorry; I can give you a store credit.”

Customer: “I want it back on my card!”

Me: “We have an unlimited return policy; you can come back with the card that matched.”

Customer: “But I want it now! This is a one day sale!”

Me: “I’m sorry, but it’s policy to only put it on the card.”

Customer: “This is never a problem anywhere! IT’S THE SAME ACCOUNT!”

Me: “I understand that but there is nothing to prove that. It is credit card fraud to put it on a different card.”

Customer: “Get your manager.”

(I go get my manager who says ‘absolutely not’ after having the same conversation with the customer as me.)

Manager: “It’s for your safety that we have that rule in place. But just this once I will do it for you.” *this happens all the time and customers know this*

Customer: “Thank you.” *huge smile, then turns to me after the manager has walked away* “See, I told you to just do it!”

(The one thing I hate about the customer first policy is how much they abuse us associates and how managers always take their side.)