Even With Zero Reason To Complain, Customers Will Find A Way

We have a sale on sheets: buy one, get one free. A customer brings a $50 sheet and a sheet that’s on price cut for $30 from $40. When everything rings through, they have to pay $50 for the more expensive sheet but nothing for the other sheet. However, on our register, it shows up as $50 for the first sheet and $40 for the second sheet, with the $40 coming off at the bottom of the screen.

Customer: “Why is it $40?”

Me: “I’m not sure, but since it’s the free sheet, you’ll still be paying the same amount.”

Customer: “That’s unacceptable. It should be $30 for the second sheet!”

Me: “I’ll get my manager to look into it. That’s $50, sir.”

Customer: “No! I am not paying if it’s not the sale price!”

Me: “But, sir, you’re paying $0 for it.”

Customer: “It doesn’t matter! Fix it!”

My manager had to come over and manually adjust the register so that the customer could pay the same amount. He scrutinized the receipt, holding us up even more, before he left.