America And Canada Return To War

, , , , , , | Working | January 7, 2019

(I recently purchased a number of items online from a women’s garment store. Normally I physically go to the store but in this case, I felt like buying online. When I receive my items, one has a defect with a strap. On the back of the packing slip, there are instructions for return or exchange, including information about returning the item in the store. My husband and I happen to be going to a mall with this store in it within the next day or two, so I decide to exchange the item in store rather than mail it back. This is my experience at the store. I walk up to the cash registers.)

Me: “Hi there. I ordered this bra online recently, tried it on, liked it, removed the tags, but on the one and only time I wore it, I noticed there is a defect with the strap.” *pulls the bra out of the bag I’ve brought it in to show her* “The strap wasn’t threaded through both bits of the slide, so it won’t stay up. I don’t need a refund — I actually really like it — I was just hoping to exchange it for one exactly the same but without a defect.”

(The cashier is very nice and finds me a sales associate to help find the specific style of bra in store.)

Sales Associate: “Hmm, so, it appears that we don’t carry that specific style or size in the store. I’m really sorry.”

Me: “Okay, that’s not a big problem. I’m fine with exchanging for something similar for the same value.”

(I show the associate all the paperwork I’ve brought to confirm the price.)

Sale Associate: “Okay, that is probably fine; let me just check with the manager. Since you bought it online, I just need to double check.”

Me: “No problem. I’ll just browse until you are done.”

(Everyone has been very pleasant and helpful. I’ve made it clear now to two people I am not looking for cash; I just want to exchange the item directly. It’s also worth noting that when I purchased the items on the website, they were purchased via a Canadian source, so I paid in Canadian dollars, and the items were shipped from Eastern Canada. The manager and sales associate approach me.)

Manager: *already sighing* “Yeah, hi. So. You bought that online.”

Me: “Yes, that’s right.”

Manager: “So… we don’t do returns for online purchases. I could maybe give you a credit, but that’s it.”

Me: “Sorry, I wasn’t looking to return it; I’d just like to exchange it for something of equal value if I can’t get the exact same one.”

Manager: “No, I don’t think you understand. You bought it online. We don’t return things from an online purchase.”

Me: *still calm but frustrated* “That’s confusing, because—“ *showing her* “—on the packing slip, on the back here, it says you can return or exchange in store.”

Manager: *not even looking at the paper, in a condescending voice* “You purchased that from an American website, so you can’t return it to a Canadian store.”

Me: “Really? I am certain that I purchased it from a Canadian—“

Manager: *even more condescending* “No, I understand. You paid Canadian dollars, but you purchased it from an American website. We don’t even have a ‘.ca’ website.”

Me: *pause* “Ah, okay. Um… So. What do you suggest?”

Manager: “Call the number for the website. They’ll have to tell you what to do.”

Me: “Right. So, I guess I have to mail it.”

Manager: “Yep. Thanks.” *walks away*

Sales Associate: “I am… really sorry.”

Me: “It’s all right. I guess I didn’t read the fine print. Thanks for your help.”

(Later I relayed the interaction to my husband, who insisted I submit a complaint about the manager’s behavior. We also did a quick Google search for the company, and lo and behold, the first result was a sponsored advertisement — for a “.ca” website. I checked the return label; yep, Canadian. I guess that manager needed a bit of education on her policies.)

Don’t Discount The Customer’s Ability To Discount, Part 12

, , , , , | Right | December 25, 2018

(It’s currently November, which means we’re now starting to sell Christmas products, including a small fake Christmas tree and ornaments. A coworker and I are working at the cash registers when I overhear my coworker speaking with the person she is helping. The customer has brought up a small Christmas tree and a couple of ornaments.)

Customer: “So, since I’m buying these, I can get 50% off?”

Coworker: “I’m sorry?”

Customer: “I’m buying the tree and the ornaments together, so I get 50% off.”

Coworker: “I’m sorry, but it doesn’t work like that. I can give you 25% off since we are having a promotion where if you spend $50 or more you get 25% off your purchase, and these products definitely put you over $50.”

Customer: “But I’m buying these together, so I should get 50% off.”

Coworker: “Ma’am, I just can’t give you 50% off; that’s not how it works.”

Customer: “This is ridiculous!” *stomps off, leaving everything behind*

Me: “Did she just demand 50% off her purchase for no reason?”

Coworker: “I don’t even know where she’s pulling that number from; as far as I can tell she’s just making it up.”

Me: “If she was just going to make up a discount she liked, why didn’t she just go for broke and go 100% off?”

(Throughout the rest of the shift, I kept bugging her, asking my coworker for 50% off of stuff, and just asking her if I can just take stuff home for free.)

Related:
Don’t Discount The Customer’s Ability To Discount, Part 11
Don’t Discount The Customer’s Ability To Discount, Part 10
Don’t Discount The Customer’s Ability To Discount, Part 9

This Christmas, Go For The Whole Package

, , , , , , | Right | December 23, 2018

(The scene: a desperately understaffed postal outlet, two cashiers, mountain of Christmas shipping boxes behind them, line of customers stretching out behind us. I am next in line while two men in front of me do business with the two clerks. The customer on the left is mature, annoyed, and arguing very slowly with the woman trying to help him.)

Customer: “But this says that the driver couldn’t deliver the package and that I could pick it up here.”

Clerk: “Yes, sir, but the driver has not yet returned from his rounds, so the package isn’t here to pick up yet.”

Customer: “Can you just check and see if it’s here?”

Clerk: “I’ve already explained to you, sir, that the driver has not yet returned for the day…”

(This continues for minutes while the line behind us steadily grows longer. The clerk is clearly pained, but her professionalism is astounding.)

Clerk: “Sir, I’m going to have to ask you to come back tomorrow and check for your package; there are a lot of customers waiting in line.”

Customer: “Well, you don’t care that I made a special trip in here in my truck to pick this up! Nobody cares about me. I might just go get into my truck and drive over someone on the way home—“

(This is too much, and the customer beside him and I both interrupt him simultaneously.)

Me: “Hey! Don’t be talking like that. That’s not cool; you don’t threaten to run someone over just because you didn’t get your package…”

(Voices from the lineup behind us join in in support. The customer whirls in surprise, and notices that he is holding up about twenty people, that we’ve all been listening, and that we are all calling him on his bad behaviour. He leaves the store without a word. The clerk thanks us, the other customer and I fist bump, and we finish our business. Next time I am in, I get the same clerk, who says…)

Clerk: “You remember that guy? He came back the next day, then complained that his package was too heavy for him to carry, and now he’d wasted two trips for nothing and we should just send it back. Then, about an hour later he came back in and picked it up after all.”

(Their receipt has one of those “How did we do?” surveys on it. I made sure to fill it out positively, mentioning her by name.)

A Sure Way To Cheese Them Off

, , , , , , | Right | November 9, 2018

(Our grocery store recently added coupons to other stores on the back of our receipts. It helps offset the price of till paper, because other companies are paying us for the advertisement space. Apparently this is a brand-new concept to some. A customer places five blocks of cheese on the counter.)

Me: “All righty, sir, that will be $23.54.”

Customer: “I have a coupon.”

(I start looking for anything indicating a discount, which some of our receipts will print, if you buy gas from our adjacent gas bar. He reaches over and tugs the receipt out of my hand, and turns it backwards.)

Me: *immediately aware of where this is going* “I’m sorry, sir, I don’t see anything—”

Customer: “Right there! $20 off in-store purchase!”

Me: “Sorry, sir, this is for [Family-Owned Music Store], not our store.”

Customer: *tugs the receipts over again* “It’s says, ‘[Our Store],’ on the front! Right there!”

(I kept trying to explain the advertisements on the back to him, and he kept getting angrier, until I finally snapped, “It’s not our store!” He then grabbed his cheese and marched off in a huff, and I was forced follow him because I needed to rescan the cheese to get it off my till.)

Unfiltered Story #124861

, , , | Unfiltered | November 9, 2018

(I work in a small town hardware store, which is usually relatively quiet, so I get the chance to interact with my customers more than most cashiers. It should be noted that although I don’t “look” the part, I am a huge comic book fan. This customer had been in a few hours prior buying the same sort of item, a drill bit, so I decided to bug him about it.)

Me: You again! The first bit wasn’t good enough for you, or what?

Customer: No! Well, yes. It was a perfectly good bit, but it broke. This has been the toughest job. Apparently we’re drilling through concrete… or diamonds… or..

Me: (laughing) something like Adamantium?

Customer: YES! Wait.. What? you?! But! I was going to say that, but I didn’t think you’d… (he fist pumps into the air) THERE IS HOPE FOR US!

(At this point we’re both laughing heartily, and I unzip my work sweater to show my t-shirt, which has MARVEL written across it)

Customer: And she’s a marvel girl! Good lord, if I didn’t need to finish this job, I would propose on the spot.

Me: Well I’m done work at six, if you feel like coming back.

(He leaves, and I forget all about it, until around 5:50 when my boss approaches me with a box saying a customer had dropped it off for me. In the box was a kids spider-man ring and a little note that said “sorry I couldn’t   stick around, life of a superhero- you know. Please take this peace offering and my phone number, and give me a call sometime!
I did, and we’ve been dating ever since.)

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