Rounding Off Against Rounding Up
(I go to a convenience store with an attached deli for lunch one day. While the cashier is ringing up my items, I watch the PIN pad in preparation to pay with my debit card. After all my items are scanned, my total is something like $7.03. The cashier pushes a few buttons on the register, and suddenly my total is $8.00.)
Me: “Wait, where did that last 97 cents come from?”
Cashier: “What 97 cents?”
Me: “My total after you rang all the items was only $7.03. Now it’s $8.00. That’s a 97-cent increase. Why did that show up?”
Cashier: “Oh, we’re participating in a donation drive for [Local Charity that runs a one-week fundraising drive every year], so we’re rounding up everyone’s total to the next dollar as a donation.”
Me: “Well, I really can’t afford to donate almost an entire dollar right now. Please take off the donation.”
Cashier: “I can’t. The register rounds up every purchase automatically.”
(We go back and forth a few times before I ask for a manager. The manager arrives and asks what’s going on.)
Me: “Somehow there was a mistake, and my total got rounded up for [Charity]. I can’t afford to make a donation right now, so I would like the donation taken off my total.”
Cashier: *before the manager can say a word* “I tried telling him that it’s an automatic donation, but he doesn’t get it.”
Manager: “What do you mean by automatic donation?”
Cashier: “Well, last week you said that we’re supposed to round up everyone’s order as a donation.”
Manager: “[Cashier]… I said to ask every customer if they want to round their order up. How many customers did you round up without asking?”
Cashier: *staring at the floor as she realizes her mistake* “Um… all of them?”
Manager: “Okay. Well… head back to the stock room for a while, and I’ll re-train you on the register later.”
(The manager proceeded to apologize for the cashier’s misunderstanding and fix my total. At the end of the fundraiser, [Local Charity] had an article in the local newspaper thanking all the businesses who participated. [Convenience Store/Deli] was named as the largest donor. I wonder why.)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.