No Coupon, No Receipt, No Clue

, , , , | Right | September 1, 2017

(Our registers print out coupons and promotions along with the receipts. Once a customer hits a certain dollar amount, they get an extra coupon. We are currently giving a coupon for 50% off a regular priced item to customers spending over $20, and we are in the middle of the expiration dates listed on the coupon, so it is “live” and can be used immediately. However, the fine print specifically states that it cannot be used on a previous purchase. I’ve had several people want to immediately return what they just purchased and then repurchase it with the coupon they just received, but this transaction goes above and beyond. I have a woman approach the register with a store bag full of yarn. Seeing all of the signs of a return, I greet her and ask:)

Me: “Are you making a return today?”

Customer: “Yes, I purchased these yesterday and I got a coupon for half off so I wanted to apply it to my purchase.”

Me: “I’m sorry, those coupons are good for future purchases and cannot be used a previous purchases.”

Customer: “Well, I didn’t have the coupon until I bought the yarn. It printed with the receipt, so I couldn’t have used it with my purchase!”

(Now, I’m thinking, “EXACTLY!” but lately, corporate has been very pro-customer and we have basically been told to never say no and to make the customer happy no matter what. So, even though it is against policy, I know that once I ask my manager, I’ll be told to go ahead and break it and return the item, and then apply the coupon. Still, I have to do a token refusal so the customer feels like they are getting their way.)

Me: “Well, let me see your receipt and I’ll ask my manager what we can do.”

Customer: “I actually don’t have my receipt, can’t you just look it up? I bought it yesterday, my name is [Name].”

Me: “Ma’am, I have no way of looking up a transaction by a customer’s name, we simply don’t take that information. And I wouldn’t be able to process a return without a receipt and do what you’re asking, because all returns without a receipt are automatically priced at the lowest price it could have been purchased at in the past 90 days, which would likely be half off, so you would end up not getting any money back by repurchasing and applying a half off coupon. It would zero out.”

Customer: “I just don’t understand why you can’t just give me the difference.”

Me: “Ma’am, if you show me your coupon, I can show you what the conditions of the coupon are.”

Customer: “Well, I don’t have the coupon WITH me, it printed with the receipt so it’s wherever that is!”

Me: “I want to make sure I understand what you’re asking. You want me to return an item you purchased to apply a coupon you only got because you purchased the item, and you want me to do this without a receipt showing the purchase or the coupon you want me to apply?”

Customer: “Yes! That’s not hard, is it?”

If Only She Could Hear Herself

, , | Right | August 29, 2017

(My grandmother and I are the customers in this story. My grandmother is in her mid-eighties and hard of hearing, even though she doesn’t like to admit it and feels embarrassed by needing a hearing aid. Because she doesn’t have a car, I usually pick her up and we do our shopping together. We’re in a clothing store to buy something for my cousin’s new baby. This happens as we’re stepping up to pay.)

Cashier: *on the phone with another customer in the back room, calling out to us* “I’ll be with you in a second.”

Me: “No problem.”

My Grandmother: *loudly and after barely thirty seconds of waiting* “What kind of business is this? Isn’t anyone working in this place? That is completely unacceptable! In my day, this never would have happened. How rude! They’re probably all in the back taking a two-hour break.”

(At this point all the other customers are looking and I hear the cashier finish her call.)

Me: *loudly* “Grandma, you’re the one who’s being rude! You just made a scene, and needlessly insulted the work ethic of the cashier, because you’re too vain to wear the hearing aids you so clearly need. If you didn’t need them like you insist, you would have heard the conversation she and I had when we stepped up to the register, and you would have noticed that she was on the phone with another customer.”

My Grandmother: *gives me a betrayed look, puts down the baby clothes she was going to buy and leaves the store*

(I apologized to the cashier and bought the things my grandmother put down. She still refuses to wear her hearing aids, so when we’re out in public together, I refuse to let her be rude to anyone as a result of her own hearing problems and call her out on it every time – really loudly.)

They Have A Chip On Their Shoulder About Having A Chip In Their Shoulder

, , , , , | Working | August 29, 2017

(When I get to the checkout, the cashier is giving a very large cash drop, probably about $1000, to a colleague to put in the safe.)

Me: “Wow, I didn’t realize that many people still used cash.”

Cashier: “Oh, yeah, I only ever use cash. Cards are evil.”

Me: *jokingly* “Well, they say evil is tempting, right?”

Cashier: “No, some things are just evil. Did you know that if you have a kid in the US, they’ll put a chip in them whether you want them to or not? We’re human beings, not dogs!”

The Amount Of Stealing Goes Down As The Volume Goes Up

, , , | Right | August 26, 2017

(It’s late one evening at the store on a particularly slow night. I finally get a family at my till. I am serving this family and everything is going well until I hear my manager screaming my name from across the store and pointing to the entrance. I look up and see that a customer is trying to steal some of our products. I naturally have an incredibly loud voice, and am known to be very sassy so I yell out.)

Me: “EXCUSE ME! THE REGISTER IS ACTUALLY RIGHT OVER HERE, NOT IN THE PARKING LOT, IF YOU WANT TO PAY FOR YOUR ITEMS!”

(Everyone goes silent and then the family I am serving bursts out laughing. The customer trying to steal is so in shock, they end up dropping the stuff and running out. I turn back to my customers.)

Me: *with a smile* “Will that be everything for today?”

Customer: *out of breath from laughing* “I can’t believe you said that. That was amazing.”

(My manager later came to see me and said she saw the almost-thief watching me at my till, waiting for someone to cash out so that they could sneak past me, and told me she was proud of how I handled the situation!)

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When An Express Lane Is Not An Express Lane

, , , | Right | August 25, 2017

(I am a customer in the 15 or fewer lane. In front of me there’s a lady with way over 30 items in her basket. To make it even worse, she’s on her phone as her turn arrives, and picks 15 items from her basket to the counter.)

Cashier: “Will that be all?”

(The lady on the phone doesn’t acknowledge her, and just nods, so the cashier puts the basket away.)

Cashier: “Next in line?”

(As I go and run my products through, the lady is standing still there finishing the call, and cuts in during my purchase.)

Customer: “Hey, I’m not done. What did you do to the rest of my stuff?”

Cashier: “You just picked 15, so i assumed that’s what you were buying.”

Customer: “No, this is a 15 lane, so I need to pass all my products 15 at a time. I’m buying all of it.”

(And that’s how I witnessed a customer who believed they had bypassed the system.)

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