If You Reach That Age And Consider THAT Discrimination, Then Wow…

, , , , , | Right | September 10, 2020

This takes place during the height of the health crisis when none of the stores have toilet paper. My job is to fill online grocery orders, which isn’t the easiest job at the moment. Most of our customers understand what’s going on in the world and accept that some things are hard to get right now, but others aren’t so understanding and we try to take turns dealing with them.

I’m paged to our office one day. When I get there, I see a coworker crying.

Me: “[Coworker], what happened?”

Coworker: “I just got yelled at by a customer who said I was discriminating against her because we don’t have toilet paper. I didn’t know what to do. She just kept yelling at me.”

Me: “Hey, take a deep breath. It’s okay. It’s not your fault.”

Coworker: “She said we were discriminating against the elderly.”

Me: “It’s not discrimination if no one has toilet paper right now.”

Coworker: “She just kept yelling at me!”

Me: “Okay, if a customer starts yelling at you, put them on hold and get a manager. That’s what they’re paid to do.”

My coworker nods and wipes her eyes. The customer service manager walks into the office just then.

Customer Service Manager: “Okay, I just spent fifteen minutes on the phone getting yelled at by this customer. [My Name], you’re the lead shopper’ you get on the phone and deal with her.”

Me: “Is it still the toilet paper lady?”

Customer Service Manager: “Yes. [Coworker], it’s okay.”

Coworker: “She yelled at me and said I was discriminating against her.”

Customer Service Manager: “She said that to me, too. In the future, call me or any of the other managers if a customer starts yelling at you. That’s what we’re here for.”

Me: “And it’s not discrimination. I’ll talk to her. Which line?”

Customer Service Manager: “Two.”

Me: *On the phone* “This is [My Name]; how can I help you?”

Customer: *Shouting* “I need toilet paper and you people are discriminating against the elderly! I know you have some so give it to me! You’re discriminating against me! You can’t keep toilet paper from the elderly!”

Me: “Ma’am, we don’t have any toilet paper. We haven’t had any in days.”

Customer: “Stop lying! I know you have some! I need toilet paper!”

Me: “I’m not lying. We don’t have any and no one knows when we’ll get more in.”

Customer: “You’re discriminating against me! I know you have some!”

The assistant store manager walks in just then.

Me: “Just a moment.”

I place her on hold before she can respond.

Me: “[Manager], please talk to this lady. She’s not listening to me or to [Customer Service Manager], and she already made [Coworker] cry. She says we’re discriminating against the elderly because we have no toilet paper. Line two.”

Manager: “Okay.” *Picks up the phone* “This is [Manager].” *Pause* “No, we don’t have any toilet paper.” *Pause* “I don’t know when we’ll get more in.” *Pause* “What if I take your contact info so we can call you the next time we get some in?” *Pause* “What was the number?”

He writes down the phone number and repeats it back to her to confirm.

Manager: “Okay, bye.”

He hangs up and throws the number away.

Manager: “I didn’t say we would call her.”

I still don’t know if he was able to calm her down because he has authority or because he was the first man she talked to.

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