Category: Money

Got To Give Him Credit For Persistence

, | Beltsville, MD, USA | Bad Behavior, Crazy Requests, Money

(I work for an online retail store. Our website charges customer’s credit cards automatically when they place their order, and we often have to handle refunds for a variety of reasons. One customer decides we are taking too long to ship his order and demands we refund his card.)

Customer: “I’ve been asking for a refund for weeks and you promised me it was done last Friday!”

Me: “Sir, you cancelled your order last Thursday and the refund was put through on Friday.”

Customer: “I don’t see anything on my credit card yet!”

Me: “Sir, this is Monday. Transactions can take five to seven business days to process by the card issuer. I can provide you with the transaction ID number and you can talk to them, but as far as we’re concerned the refund is complete.”

(Customer is given the information and rudely hangs up. About one hour later, he calls back, even more furious.)

Customer: “I want to talk to your manager! You lied to me!”

Me: “Sir, please calm down. What seems to be the problem?”

Customer: “You gave me a bogus number! My credit card company says that number is useless and they haven’t seen anything. You’re probably scammers and I’m going to report you to the BBB!”

Me: “Sir, I assure you the transaction was put through. Please just give it five to seven—”

Customer *interrupting* “That’s bull****! I asked them and they assured me that all transactions were immediate! I’m going to file a chargeback against you and report you!”

Me: “I’m not sure who told you that, sir, but that is how long it can take. If you wish to file a chargeback you are free to do so, but understand that this may lock the funds up even longer while they investigate your claim.”

(Customer curses us out and hangs up. About 30 minutes later, he calls back, calmer but with an attitude.)

Customer: “I want you to stay on the line. I’m putting this through on a three-way with my bank.”

Me: “Certainly, sir. I’ll stay on the line with you.”

Bank Teller: “This is [Major Credit Card]. How can I help you?”

(Customer proceeds to go on a rant about how we took his money and how he wants to take legal action to regain the funds.)

Bank Teller: “Okay, so you want to check on a chargeback claim. What is the case number?”

Customer: “No, I don’t have a case number yet. I just want them to refund their money?”

Me: *to Bank Teller* “Ma’am, we have already performed the refund. I see the transaction in our processing statements and have an ID number.”

Bank Teller: “Wait, so this is a credit card refund?”

Me: “Yes, ma’am.”

Bank Teller: *to Customer* “Sir, if they’ve already refunded the card, you should see the transaction in five to seven business days.”

Customer: “WHAT?! That’s not what they told me when I last called in! That’s bull-s***!”

Bank Teller: *sternly to Customer* “Sir, please do not use foul language. That is how long it takes to process the refund on our end.”

Customer: *much quieter* *sighs* “I see.”

Bank Teller: *in a serious voice* “Is there anything else I can help you with?”

Me: “No, ma’am. Thank you.”

Customer: *quietly* “No.”

(Bank Teller hangs up.)

Me: “Sir, is there anything else I can do for you?”

Customer: *unhappy but quiet* “No. I guess I’ll wait.”

Me: “Certainly, sir. You have a nice day.”

(Customer hung up without a word.)

Suddenly Got Personal

| OK, USA | Money, Technology

(A customer calls our copy shop with an order for several large format color copies. The problem is that she absolutely refuses to set foot in the store to submit, pay for, or pick up the order, and she claims that our submission website is not working for her.)

Me: “Well, ma’am, do you have a [Store Name] credit card?”

Customer: “Yes, I do.”

Me: “Perfect! That’s the one type of card I am authorized to take over the phone, so we’ll just have you pay with that. I’ll set up your order from here with the files you emailed, and then give you a call when I’m ready to start the payment process.”

Customer: “Sounds great!”

(I spend two hours and miss my lunch setting up her order with our third-party vendor, which requires me to upload 24 images separately and keep their sizes consistent. Normally I wouldn’t go through the trouble, but the profit on this order was sizeable.)

Me: “Ma’am? We’re ready to start the payment process, all right?”

Customer: “All right, the card number is [number].”

Me: “Okay, the machine is asking for a driver’s license number to verify your identity.”

Customer: “Oh, well, I don’t want to do that. This is a corporate account and I don’t just want to give out my personal information.”

Me: “…I, uh… I don’t really have any other option here, ma’am.”

Customer: “Oh, well, just cancel the whole order, then! Goodbye!” *click*

Can’t Re-Coup The Plastic

| NY, USA | At The Checkout, Extra Stupid, Money

(It is nearing the end of my shift and so far everybody has been wonderful. A customer comes up to my till, wanting to do multiple transactions. She believes this will get her the best deal with coupons, even though it makes no difference.)

Me: “I can ring it up all together; it would be easier and faster.”

Customer: *in a snippy tone* “No! Separate! But you can bag it together.”

(Not wanting to cause an argument I say nothing else and start ringing her items up, I move to put the first three items into the same bag. It’s a bit snug but still very easy to carry and not at all heavy. But the customer decides to snap at me.)

Customer: “Would you want your items to be bagged like this?”

Me: “Yes, I would. I believe in saving plastic.”

Customer: “I don’t care about saving plastic. Just put it into separate bags.”

(I do so and continue on with her multiple transactions in silence as I’m a bit upset by her rudeness at this point. I finish up and realize that she did not get the best deal that she could have, so trying to be nice I tell her this.)

Me: “Just to let you know, if you have three items and they add up to $45 you could use three $5 off coupons instead of three 20% off coupons…”

Customer: *still incredibly rude* “Do you think I can’t count? I know how to do this. I know what works best.”

($5 off $15 is 33% and 20% of anything is only 20%, it appears as if she cannot count.)

You’ll Pay For That Confusion

| USA | Extra Stupid, Money, Technology

(I’m cashiering one night when a lady comes through the line with some small items, and the transaction proceeds smoothly. She already has her wallet out and is looking through her cards when I ring up the last item.)

Me: “All right, your total is [price].”

Customer: *panicked* “Wait, I have to pay?!”

Me: “Um… yes. If you’d like to use a card, you can go ahead and slide it in the pinpad…”

(She paid after that without any problem, and I was left confused for the rest of the night.)

Making Them See Cents

| Perth, WA, Australia | Money, Transportation, Wild & Unruly

(A frequent customer comes in and fills up her tank every few days and thinks she’s being smart by putting in an extra 2c, because in Australia we round down/up to the nearest 5c/10c. That means she gets 2c worth of free fuel. Normally we don’t bother fighting if she goes over and up to 5c, because it’s not worth the screaming, but today we have our new trainee on. She doesn’t back down easily.)

Trainee: “That’ll be $9.05 today.”

Customer: “What?”

Trainee: “The total is $9.05. Would you like to purchase any in store items for a discount on your fuel today?”

Customer: “No, I don’t want anything. How is that possible? When I left that pump, it said $9.02. I know it did!”

Trainee: “On my system it says $9.03, so it got rounded up to $9.05. Cash or card?”

Customer: “F*** you. I’m going out there to check, and when I come back you better fix this!”

Trainee: “I’m sorry, ma’am, you’re more than welcome to check the price again.”

(The customer at this point storms out of the store and over to her car. I’m trying not to laugh, because this woman once threw a loaf of bread at me for doing the exact same thing. When she storms back in, she throws the 5c at the trainee, who is busy serving another customer while she waited.)

Customer: “F*** all of you! I had $9.02 on that f****** pump when I came inside, and you changed it! You are stealing money off of me! I’m calling the cops!”

Trainee: “You can do that, ma’am, and I’ll be happy to talk to them. Would you like an invoice?”

Customer: “You can f*** off back to your own country! Stealing my f****** money and sending it back to your 12 kids I bet! F*** you! F*** this store. I’m not coming back!”

(The other customer’s mouth is open in surprise. The trainee shrugs and the lady storms out of the store screaming very inappropriate racial slurs.)

Other Customer: “What the h*** was that?”

Trainee: “Couldn’t tell you even if I knew.”

(Our trainee is a white Australian. It’s just that she spends a lot of time in the sun and has a deep tan. We forwarded the footage to the local police station, who then informed us we’re the last service station that hasn’t banned her.)

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