Click, Collect. It’s Not Rocket Science.

We had our second lockdown, which lasted around three months, and during that time, we were still working. We sell mostly furniture and kitchenware. Our Click & Collect service got a big notch up and went from around seventy orders a week to 1,000 a day.

One day, I spotted a customer on his way into the store while my colleague was busy talking to another customer. First, I thought that something had been dropped off of his order, as he was walking in with a cart filled with things. I approached him and told him he couldn’t enter the store as it was closed. He looked confused and asked why the others got their items if they hadn’t been shopping in the store. That confused me for a second, but I told him that they got their items through our Click & Collect service and we handed it to them.

He huffed and said he wasn’t there to collect anything but to return some items.

Me: “I’m sorry, but we’re closed, which means you can’t return anything. You have to wait until the store is allowed to open again.”

Customer: “I’m here now, so why can’t you just take it back and give me my money?”

Me: “We are not allowed to do so. You’re not allowed to even get into the store, so please leave. I’m sorry that we can’t help you now, but once we’re open again, we’ll be happy to help you return your items. Until then, please be patient.”

Customer: “I want to return my items now. I’m here, so what’s the problem? The registers are just over there, and I don’t need cash; just transfer it to my credit card.”

I’m sighing inwardly, not really wanting to deal with this man. Fortunately, our team leader has noticed and comes over, asking what the problem is.

Customer: “I want to return my items. Now.”

Team Leader: “That is not possible right now. You’ll have to wait until we’re allowed to open the store again.”

Customer: “I can’t wait for that and I’m here. I can’t see what the problem is.”

Team Leader: “The problem is that it’s not legal for us to do so right now and we could get a fine if we gave in to your demands. So, leave and wait for us to open again.”

Customer: “BS. You’re making this up.”

Team Leader: “We are not allowed to let customers into the store, no matter whether they’re buying or returning. Please leave now or I’ll have to call security.”

The customer huffed but turned and left at the threat of security coming.