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Should Have Declined To Help Her, Part 2

, , , , , | Right | October 5, 2020

I’m a manager at a local chain pizza place. I’m usually at the register on busy nights because I tend to operate the computer and communicate with customers with the most efficiency.

One night, a woman comes in to pay for her food. She attempts to pay with a card but for whatever reason, it’s declining.

Me: “I’m sorry, ma’am, your card isn’t going through.”

Customer: “Ugh…” *Sigh* “Try it again.”

I run the card again, this time tying it manually. It’s still declined.

Me: “I’m sorry, but it’s not taking the card. Do you have a different card I can run or cash?”

Customer: *Visibly frustrated* “One second…”

The customer stomps out the door, leaving her pizzas. It’s slowed down a little after our big rush for the night so I wait at the counter with her ticket open and get her bag of cheese and peppers ready. A minute later, the customer comes back inside with another woman behind her who is even more frustrated; they approach the counter.

Customer #2: ” Excuse me. There’s money on that card, sweetie. I’m sorry but it’s your system!”

She keeps saying, “I’m sorry,” and, “sweetie,” throughout the conversation.

Me: “I apologize, it’s not taking the card. I can attempt to run it again if you would like me to.”

[Customer #1] hands over the card. I start to run the card again exactly the same way I did before.

Customer #2: “Yeah, like that. There you go, sweetie; that’s how you run a card.”

The card declines.

Me: “I’m sorry. It’s not taking a payment from this card.”

Customer #2: ” Ugh… Sweetie, I’m telling you it’s your system! That or you don’t know how to run cards properly!”

She swipes the card from my hand and slides it herself. The card declines.

The head manager comes up, seeing that I am having some issues with them, and asks if everything is okay. I tell her that the card isn’t taking. She asks me to run it again and to manually enter it. The customers are leaning on the counter trying to look at my screen. They have snarky smiles on their faces. Since my head manager is older, they assume she knows what she’s doing and she will get it to go through.

The card declines.

Manager: “I’m sorry, it’s not going through.”

Customer #2: “I told you it’s your system; there is money on my card! You guys just don’t know what you’re doing!”

Manager: “Well, regardless, the card isn’t going through.”

[Customer #2] snatches up her wallet and storms out the door with [Customer #1] still at the counter, who seems amused by this whole thing. My manager walks off to tend to the rest of the store, telling me to finish the transaction however I can. [Customer #2] stomps back in and throws money on the counter.

Customer #2: “Here. I’m sorry, but you guys are a bunch of dumba**es.”

I scrape the money up from the counter and quickly make their change. I turn to the warmer and get their pizzas out and place it on the counter with the bag of cheese and peppers.

Me: “Anything else I can get for you, ma’am?”

Customer #2: “No, sweetie.”

She notices our finger scanner to get into the register and points to it.

Customer #2: “What’s that?”

Me: “Oh, that’s just our print scanner to log us in to the computers so we can operate them.”

Customer #2: “Oh, is that right? Huh, that’s cool. I’m sorry, but maybe instead of that, they can send you guys to school to learn to take cards.”

I fight back a laugh.

Me: “You know, that’s a great idea.”

Should Have Declined To Help Her

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