Freight Fright

The furniture store I work in functions mainly as a showroom, as most of our pieces bigger than a dining chair need to be shipped to customers. We have signs everywhere explaining that and all the price tags mention that the price is [amount] plus a shipping and handling fee.

We have two promotions running: one that is the seasonal sale, and the other where several colours of product have been moved to clearance. A woman comes to the counter to ask about the colours a sofa bed comes in.

Me: “[Colour #1] and [Colour #2] you can see on the floor here, and it also comes in [Colour #3] but we only have a swatch of that one.”

Customer: “And they’re all that price?”

She gestures at a sign saying, “Double [amount], single [amount], and then shipping fee applies.”

Me: “Actually, [Colour #2] is on clearance at the moment so it’s actually [price almost $100 less than the sale price].”

Customer: “Well, I think that one’s mine! Gosh, that’s great.”

Me: “Awesome! Let’s get that sorted out for you, then!”

I take her back to the counter and make small talk as I check the stock and prepare to make an order.

Me: “There’s plenty in stock so it will be with you in five to ten working days. What suburb are you in? I’ll give you the freight cost.”

Customer: “I can pick it up.”

Me: “Okay, well, the sofa bed is too large to be delivered to the store due to health and safety, so you can pick it up from [Depot] for $20 or home delivery starts at $50.”

Customer: “But I can pick it up. Why should I have to pay extra for something that’s right there?”

Me: “Unfortunately, our warehouse is in [City on a different island] so there is a freight charge associated with any large items.”

The customer is talking to me like a child being naughty.

Customer: “So, you’re saying it’s not actually [amount], because I have to pay extra now.”

Me: “The item is [amount], but it does say on the tag that there is a shipping and handling fee associated with it.”

Customer: “No. Well, I think that’s actually quite unethical.”

Me: “I apologize but—”

Customer: *Cutting me off* “That’s just ridiculous. I won’t get it.” *Snaps her purse closed* “You’re morally questionable. This is just wrong.”

She turns on her heel and stalks out of the store.

Me: *Quietly* “Have a nice day?”