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Everything Is Awesome Until It’s Not

, , , , , | Right | June 3, 2021

I work at an amusement park known for tiny buildable bricks and having everything be awesome. I’m a shift lead in the retail department. One of my employees comes to the back and asks me for help.

Employee: “There is a guy who wants to do a return, and it’s a lot.”

The customer has a bag that is FULL of build-sets of all different kinds, ones we don’t even carry in our small store. The customer hands me his “receipt”, which is a printout of an order form from the company’s retail site. As we are a theme park, that site has nothing to do with us.

Me: “I’m sorry, sir, I’m not going to be able to process this return for you today. You’ll have to go to a [Brick Store] location or return them by mail. The closest brick and mortar store would be down in Fashion Valley, but there is one downtown if you’re continuing your vacation up there.”

Customer: “What do you mean? You’re a [Brick Store]; return these.”

Me: “While you’re technically right, we’re just licensed to sell these brick products. We’re not owned by the company, so these items you’ve brought to return wouldn’t even be in our system.”

Customer: “You’re kidding me, right? No. You’re going to return these. I called and they said that I could.”

Me: “Sir, I don’t know what to tell you. I can’t return these.”

The customer becomes irate, grabbing products out of the bag and throwing them at me and at my employee, who has been silently observing this whole time.

Customer: *Screaming* “Call your supervisor!”

While I’m ducked behind the counter, I happily oblige while simultaneously radioing for security.

My supervisor and security arrive at the same time, and the customer gets red in the face and spits everywhere as he’s yelling that I am refusing him service.

My supervisor starts to get mad at me until I tell her to look at his receipt. She then starts giggling to herself once she sees it and neatly folds it and hands it back to the customer.

Supervisor: “Sir, this receipt is not from the same company that owns this park. Since you’ve chosen to harass our park employees and ruin other guests’ experiences, I’d like you to follow me so we can get your paperwork filled out.”

Customer: “Paperwork?”

Supervisor: “Yes, I’m banning you from this park.”

As the customer is being escorted out by park security and my supervisor, I turn to my employee.

Me: “Sorry for that fiasco, but well done for doing the right thing and getting me. I would have hated for you to deal with that on your own.”

Employee: *Shrugs* “I’m just trying to figure out why he lugged that big bag to the top of the park instead of trying to return it at the giant retail store at the entrance.”