Stupidity Is Its Own Reward, Part 5

(I am working at a national chain office supply store. There is a rewards card that gives points for each purchase, which earns special coupons, gift cards, etc. that are sent to the customer’s account. In order to use the rewards, customers have to either print the email or show it on their phone. Customers can look up their accounts on the website and they get email notifications when rewards are sent. It is against company policy for employees to access rewards accounts for customers. A customer is at the checkout, about to pay for furniture she is buying.)

Me: “…and your total is [amount].”

Customer: “Oh, no, I have my rewards card.”

(She hands me her card, and I scan it to apply the points to her account, then hand it back to her. She just stands there for a bit, so I repeat:)

Me: “Your total is [same amount].”

Customer: “What? I gave you my rewards card. Why didn’t the discount apply?”

Me: “Oh, sorry for the confusion. It’s not a discount card. When I scan it, the points from this purchase go to your account.”

Customer: “I know, but I think I have rewards to use.”

Me: “Do you have them with you?”

Customer: *getting annoyed* “NO! You SCANNED the CARD!”

Me: “Right, but the computer doesn’t read what rewards you have available. It just gives you the points from this transaction. If you got an email saying you have rewards to use, you can print it off, or show it on your phone if you have a smartphone.”

Customer: “No, thanks. You can just look it up for me.”

Me: “I’m not authorized to access your account.”

Customer: *smiling like it has suddenly become clear* “OHHH, okay! I authorize you.”

Me: “I mean I’m not allowed to because corporate says so; I could lose my job. And even if I was allowed, this computer isn’t able to do that.”

(It’s a computer that is only connected to the store’s internal network, not the Internet, and it is basically a cash register.)

Customer: “Fine! I’ll just go to [Competitor]!”

(A coworker and I had taken the furniture, which was very heavy, off of a high shelf from the back room and carried it up to the register at this customer’s request, so after she stormed out without buying it, we had to put it back.)