I work for a store with the word “pet” in the name. We have a competitor who has a similar name, also with “pet” at the beginning. One day, a woman comes in and brings about $300 in merchandise to the register.
Me: “Will that be cash or card?”
Customer: “I have a gift card.”
Me: “Okay, go ahead and swipe it.”
The system rejects the payment: “ACTION NOT PERMITTED”. I’ve never seen this rejection before.
Me: “Weird. Do you want to try again?”
Customer: “My friend just gave this to me. I don’t know why it’s not working. Can I do it again?”
Me: “Sure.”
It gets rejected again. I’m very confused.
Customer: “What is wrong with your system?”
She begins waving the card around, and I see something.
Customer: “Every time I go to [My Store], there’s an issue. That’s why I’m here with you instead. Are you going to be difficult, too?”
Me: “Can I see the card?”
Customer: *Rolls her eyes* “Okay, sure. Take a look and fix it with your magical retail skills.”
She tosses the card at me. I pick it up off the floor and see the issue.
Me: “Oh. This is for [Competitor].”
Customer: “Yeah.”
Me: “We’re in [My Store].”
Customer: “No, Google said [Competitor] was here.”
Me: “I… don’t think so. There’s one two exits south on the highway but—”
Customer: “No! I am telling you that Google says this is [Competitor].”
Me: “Well… it’s not.”
I point to the logo on my shirt and the gigantic wall design with the store name.
Customer: “Why would Google mislead me?
Me: “I’m not sure, ma’am. What is the address you’re looking for?”
Customer: “[Competitor’s address].”
Me: “Right, that’s two exits south on the highway.”
Customer: “Oh, my God. I am going to rain all over your Yelp page. I have connections you could only dream of having. Wait until I bring your rating to a single star.”
Me: “Okay. Have a nice day.”
I kept watching our Yelp page as well as our nearby competitor’s, but nothing came through.
After a few weeks, I checked the page for the competitor again, and sure enough, there she was.
Customer: “[My Name] at [Competitor] was an absolute b**** about my gift card. She insisted that she worked at [My Store] and I was in the wrong place. The level of entitlement of today’s youth is disgusting!”
I felt bad, so I reached out to the manager at our competitor and explained everything. He thanked me for the clarification — they don’t have anyone with my name working there — and told me not to worry about it. If she reached out to their corporate office, he would explain what really happened.
Related:
The Gift Card That Keeps On Giving, Part 32
The Gift Card That Keeps On Giving, Part 31
The Gift Card That Keeps On Giving, Part 30
The Gift Card That Keeps On Giving, Part 29
The Gift Card That Keeps On Giving, Part 28