Your Card Has Been Frozen

, , , , | Right | January 27, 2018

(I’m at the register for a textile discounter that also sells toys, candy, and small domestic items like soap dispensers. It’s the evening shift, shortly before closing time, when a lady and her little daughter come to the register. Note that we accept cards, but only if the sum is 5€ or higher; it’s company policy.)

Me: “Good evening. Did you find everything?”

Customer: “Oh, yes, thank you.”

Girl: “Mummy, want this!”

(We both look at her, and she’s pointing at a PEZ-dispenser with the face of Anna from “Frozen.”)

Customer: “Oh, no, darling. You have already five of these.”

Girl: “Want Anna!”

Customer: “[Daughter], I already said no.”

(The girl doesn’t let go, though. She sits on the floor and has a full-blown temper tantrum, while the mother remains relatively calm and tries to persuade her child to stop screaming. Finally, the girl puts the toy back and starts sulking, silently.)

Customer: “I’m sorry. This doesn’t usually happen, and I know you’re about to close.”

Me: “Oh, don’t worry;this wasn’t even the worst today. Happens sometimes, even with the best-behaved kids. So, I scanned your items. That will be 3,46€, please.”

Customer: “Of course. Here you go.” *hands me her debit card*

Me: “Sorry, but you need to buy 5€ or more to pay with card. This is the company policy.” *points at the sign that explains this*

Customer: “Oh, this can’t possibly be real.” *before I can react in any way she turns to the girl* “[Daughter], give me that thing there that you want!”

(The smirk on the girl’s face was priceless.)

Express-Lane Their Opinion

, , , , , , | Right | January 26, 2018

(It is 8:00 pm on a normal, quiet Sunday night, and out of the blue, we get extremely busy. I call up all of my available backup cashiers, and proceed to ring up my line as quickly as possible. A customer comes up near the end of the rush and slams the item divider onto the conveyor belt, then places his four small tubes of homeopathic pills behind it. He waits his turn, as there is only one mid-sized order in front of him, I ring him up, and then:)

Customer: “Can I make a suggestion? You need to have your express lane open at all times. It’s just unfair that I have to wait in line while you ring up all of these huge orders. This is all I have. It’s just not right.”

Me: “I’m sorry, sir. This time of night, we just don’t have the staffing for that.”

Customer: “Well, you have the staffing for that lane, this lane, and those lanes.”

Me: “Yes, I’ve temporarily called them up from other departments to help out. But I’ll certainly take your suggestion into consideration.”

(My manager is ringing customers up behind me, and I draw his attention to my customer.)

Me: “Sir, this gentleman is suggesting that we keep our express lane open during all business hours. Just passing that along to you.”

Manager: “Sounds good. We’ll work on it.” *he dismissively goes back to serving his customer*

Customer: *in a huffy, irate tone* “I just don’t see why you can’t have it open at all times. It’s just good customer service.”

Me: “Absolutely, sir. I’ve passed your suggestion along to my manager, and we’ll certainly take it into consideration. It’s not a bad idea at all.”

(His continued glares kept me rambling positive affirmations until he took his four tubes of sugar pills and departed. By the time he’d finished his little rant, we were back down to two registers, and the store stayed quiet right up to closing time.)

And She Would Have Gotten Away With It, Too…

, , , , , , | Right | January 22, 2018

(I am a cashier in a popular toy store around the holiday season. One of my coworkers neglects to give a customer two of her many bags, since we often have to place items behind the counter as we bag due to the limited amount of space we have at the register. The customer’s name is written with the bags, and she returns the next day to pick them up.)

Me: “I was told what happened, and I’m very sorry for the inconvenience.”

(The customer seems content with the apology as I hand her the items, but she becomes dismayed as she gives the items a cursory glance.)

Customer: “Where’s my Scooby-Doo mobile?”

Me: “It’s not included in the bags?”

Customer: “No, it’s not in here!”

Me: “Someone may have found it in a bag separate from the others and returned it to the shelf. Do you have your receipt?”

Customer: “No. But I bought it yesterday.”

Me: “I’m sorry, but I can’t give the item to you if I’m not positive that you bought it with your previous purchase. Let me get my supervisor.”

(The customer grows more and more upset as my supervisor and I discuss what should be done. We’re an express version of this toy store and have very little in-house authority. My supervisor steps away to make a call to headquarters to ask what can be done, as she lacks the authority to give anything away without permission.)

Customer: “This is ridiculous. I drove all the way back here from [Different County, over an hour away]. This is taking too long. I’ll just buy another one. I can’t believe this.”

(The customer continues to complain while buying another of the missing item. She quickly leaves right before my supervisor returns.)

Supervisor: “Where’d she go? I finally got in touch with corporate and they said we could give her a new one for free.”

Me: “She bought another one, which I’m guessing she was willing to do because she hadn’t actually bought the first one.”

Legal Tender, Karma Rendered

, , , , , , , | Right | January 19, 2018

(I am manning the register soon after opening one morning. A customer makes a small purchase and offers a $100 bill to pay.)

Me: *politely* “Do you have a smaller bill, or would you like to pay with another form of payment? The change for this purchase would take a large portion of the paper money in the till.”

Customer: *smug* ” No, I want to break this bill; it is legal tender, you know.”

(I politely agree, and begin counting out fives and ones. This does not please the customer.)

Customer: “No! I want larger bills!”

Me: “I am sorry, sir; I do not have any larger bills. These are legal tender, you know.”

Customer: “Oh, never mind! I’ll pay with my credit card!”

(I politely informed him that he couldn’t do that, as the till was already open for a cash sale. The customer left, angrily stuffing the mass of bills into his wallet. I just smiled my best polite smile.)

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Retail: Where “Just In Time” Means 20 Minutes Late

, , , , | Right | January 19, 2018

(I’m a cashier. Our store closes at 8:00 pm and we give our customers reminders that our store is closing every five minutes from 7:45 to 8:00. We make sure we say our announcements loud and clear. By 8:10, I am finally checking out what I think will be my last customer of the night and my manager calls for a security count. A few minutes later a woman comes up with four items.)

Me: “Did you find everything okay today?”

Customer: “Yeah, thanks. So, I decided I don’t want these two items.”

Me: “Okay, no problem. Your total comes to [amount].”

Customer: *as she’s paying* “What time do y’all close?”

Me: “Uh, we closed at eight.”

Customer: “Oh, great! I made it just in time!”

(It was around 8:15 or 8:20 by then.)

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