She Wants To Use That Coupon And On And On

(I work at a store that has its own coupons in both printed and digital formats. Like nearly every other place that does coupons, it says right in the fine print that the coupon “must be surrendered at time of transaction.” While this is trickier for the digital coupons, since we can’t just take away someone’s cell phone, it’s a very simple task for the paper coupons. My personal habit is to take a pen and draw a big X over the barcode if the customer hasn’t already torn out the coupon from our mailers. I find this to be faster and more effective when we have big lines. I’ve been doing it this way for a couple of years and never had an issue, until this one lady comes through my register with her mailer. I tell the lady her total and pull my pen from my apron, reach for her mailer, and draw an X on one of three coupons she used. She immediately snatches her mailer and holds it to her chest.)

Customer: “You’re not supposed to be doing that!”

Me: *blinks for a moment in surprise* “Uh, it’s supposed to be surrendered at the time of purchase. I just find crossing off the barcode easier and more efficient than tearing them out.”

Customer: “You’re the only one who ever does this! You’re not supposed to be doing that! I come in here all the time, and no one else ever does that!”

(I try to explain in different ways that, at the very least, I need to mark the coupon as used, including pointing out that it’s company policy and my coworkers should be doing it, as well. Yet we just go in circles as she keeps insisting that I’m not supposed to do that, and I’m the only one who EVER does that. Finally, I spot my store manager walking up to another register to help with the queue.)

Me: “Would you like to speak with my manager about this? He’s right over there.”

Customer: “No, I don’t want to speak with a manager. You’re just not supposed to do this!”

(Fed up, I bluntly call her out in a deadpan tone.)

Me: “You just don’t want to talk to him because you’re afraid you’ll lose your coupons.”

Customer: “You can’t take them away from me! You’re not allowed! No one else ever tries to do this but you!”

Me: “Well, then, thank you for informing us about this severe lack of discipline in our store.”

(She took her purchase and left in a huff, still clutching the mailer to her chest like it was her newborn baby. And yes, I did tell my store manager as soon as the line was gone.)