The Couponator 5: Online Decline

, , , , | Right | April 21, 2018

(A woman comes up to my register to pay for her items.)

Me: “Hi, is that all for you today?”

Customer: “Yes. I have a $5 coupon on my phone; I just need to pull it up.”

Me: “Okay, great, no problem.”

(I see her struggle to load the page; after a few moments she shows me a blank screen.)

Customer: “It’s not loading, but it’s right here.”

Me: “I’m sorry. Since that’s just a blank page and there’s no barcode or sku number, there’s no way I can actually put the coupon into the system.”

Customer: “There has to be a way you can honour it! Can I speak to a manager?”

Me: “She’s not in right now; it’s just me. But even if she was, there’s no way our system will let us use the coupon since we can’t actually see it.”

(I spend a few more minutes trying to help her get the page to load. After a moment, I realize she’s connected to a Wi-Fi hotspot several blocks away.)

Me: “Do you have LTE?”

Customer: *blank stare*

Me: “Do you have mobile Internet on your smartphone? If you do, you’ll be able to connect to the Internet, as we don’t have Wi-Fi here.”

Customer: “I don’t have that.”

Me: “Okay, then, I’m sorry. It’s not possible for me to take your coupon today.”

Customer: “That’s ridiculous! What good is a coupon if I can’t even use it?!”

Me: “I’m sorry, ma’am. Next time be sure to print the coupon, or take a screenshot next time you are connected to the Internet.”

Customer: “This isn’t fair! You should be able to honour it!”

Me: “It’s not our fault that you don’t have Internet, ma’am. I’m sorry that you feel inconvenienced.”

(I ring up her purchase.)

Me: “Thank you. Have a nice day.”

Customer: *mumbles incoherently, snatches her bag, and storms off*

Related:
The Couponator 4: Deadly Discounts
The Couponator 3: Rise Of The Coupons

Politeness Saves From Hair-Raising Situations

, , , , , , | Working | April 13, 2018

I got a very nice coupon emailed to me from a beauty supply store that I like to visit. The location by my house has a salon, and I intended to get a haircut there after my next paycheck came through. Unfortunately, the email link for printing the coupon didn’t work by the time I was really ready to use it, so I called up their customer service line to see what had happened, figuring it was either my browser being buggy or the link having expired.

As protocol, I was as polite and clear about my issue as I could be with the woman I ended up talking to, and we both ended up agreeing that the link breaking was very odd. It took a couple of check-ins with a supervisor, but she managed to confirm my details and that the coupon had indeed been sent to me. For all my waiting, I got an e-gift certificate matching the dollar amount of the coupon.

It hit me afterwards that she might have thought I was lying about having gotten the coupon in the first place, but politeness seems to get you everywhere with people on the other side of the phone.

My hair thanks you, customer service lady!

Extreme Couponing Extremely Offended

, , , , , | Right | April 5, 2018

Me: “Hello, did you find everything you were looking for today?”

Customer: “Yes, I can’t believe this item is on sale! And then there is another 25% off coupon on top of that!”

Me: “I’m sorry, but that coupon is not good on [Sale] items.”

Customer: “This is not a [Sale] item!!”

Me: “Here is the ad; it does show that this is a [Sale] item.”

Customer: “Well, the ad I got in the mail does not say that it is a [Sale] item! This is false advertising! I will never shop here again, and I am going to contact your corporate office!”

Me: “Let me find the mailer and double-check; if it is a misprint they will accept it.”

(I dig in the trash to find a mailer and realize that the item she has just happens to be on the opposite side of her coupon. I flip her coupon over, and the item is pictured on the back of her coupon. Sure enough, the item has a banner across it saying, “[Sale], no further discounts or coupons apply.”)

Customer: “Well, that is just ridiculous, and I will not be back!”

Me: “Would you like me to remove the item?”

Customer: “No, I’ll take it!”

Me: “Your total is [total].”

Customer: “That is just f****** crazy!”

Me: “I can still remove it with no problem.”

(The customer swipes her card, cussing and muttering the entire time. I bag her purchase, thank her, and hand her the receipt.)

Customer: “You really enjoyed that, didn’t you?!” *throws her coupon at me and storms out*

The Recouponator

, , , , , | Right | March 2, 2018

(I am working my first job as a cashier in a large and popular retail store. I have only been there a couple of weeks. Note that while we may have coupons out on the registers, we are not allowed to offer them up. If a customer sees it in time, they may use it. If not, they can take one for another time, or just move on.)

Me: *completing the transaction* “And if you could just sign this for me?”

(Once we reach the point of a signature, there’s no going back. If something is wrong by then, a manager must do a post-sale void or adjustment.)

Customer: *sees a coupon specifically for the only thing she’s buying* “Wait. Can I use this?”

Me: “I’m sorry, but I can’t apply anything else at this point. I can’t go back from here.”

Customer: “Well, can’t you just put it in?”

Me: “I don’t even have the option to go back at this point. We can only complete the transaction; maybe customer service can help you.”

(This goes on for a moment, before she finally completes it, takes her receipt, and goes to customer service. A little while later, a coworker of mine from customer service comes up to me at my register.)

Coworker: “Did you have a lady over here, complaining about—” *picks up coupon* “—one of these?”

Me: *laughing* “Yes.”

Coworker: “I just wanted to apologize for her. She was rude to me, too.”

(I told him not to worry about apologizing for her, because some people are just like that. According to him, she complained about our training. Sorry we can’t apply coupons AFTER a transaction!)

Don’t Discount The Customer’s Ability To Discount, Part 9

, , , , , | Right | February 20, 2018

(There is a beach volleyball tournament going on this weekend. My store manager is running a tent there and giving away coupons. Each person is really only supposed to have one of two: the one for 20% off for being at the tournament, or the other for 25% off, specifically for fitness trainers. There are two ladies in the store shopping together.)

Customer #1: “Hi, I got these coupons over at the tournament and I’d love to use both of them.”

Me: “Oh, okay! Huh, I thought my manager told me she was only handing out one kind. Are you a fitness trainer?

Customer #1: “Well, no… but I got them both.”

(I’m not sure if she lied to our manager, since it says right on the coupon, in large print, “For Fitness Trainers,” or if our manager was just feeling generous. It may be the latter, and none of us feel like arguing, since it is a laidback day, so I apply them both.)

Me: “Okay, here is your total, with both coupons applied.”

Customer #2: “Oh, wow! Look at that discount!” *to her friend* “You should definitely get that vest you wanted.”

Customer #1: “Yeah!

(She goes over to get a 30%-off vest she has had an eye on and adds it to the total. Since I’ve already applied the codes for the coupons, it takes the additional discounts off of the coat.)

Me: “Okay, this is your new total.”

Customer #2: *furrows her brow* “Huh, that still seems pretty expensive… and this is before the coupons for the jacket, right?”

Me: “Oh, no, the coupons are already added.”

(I show them on the screen what the new price of the jacket is.)

Customer #1: “No, that doesn’t seem right… This jacket was 30% off, right?”

Me: “Yes. It’s normally $100, then the 30% off makes it $70. With these additional coupons, the jacket goes down to $42, which is more than half off the original price.”

Customer #2: “But it should have taken off more than that. I don’t think you rang it right.”

Me: “Well, how about I take the coupons off, and then add them after I ring the jacket, to show you how much it takes off?”

Customer #2: “That’s a good idea.”

(I take off the coupon codes and ring the jacket again.)

Me: “Okay, this is the price it normally is, without the coupons: $70.”

([Customer #1 and #2] both nod in agreement.)

Me: “Okay, so, now I’m taking off the 25% coupon first. The jacket goes down to $52.50.”

Customer #2: “Okay.”

Me: “Now, I add the 20%-off coupon, which makes it go down to $42, like before.”

Customer #1: *sigh* “Well, that still doesn’t make sense. The jacket should have been 45% off with those coupons.”

(This happens quite often. Customers don’t realize that an additional percent off does not add onto the already marked percentage; it applies to the discounted price of the item. Isn’t math fun?)

Me: “Well, not exactly. It takes the 25% off of the $70 dollars, which makes it $52.50. Then, I take the 20% off of the $52.50, which makes it $42.”

([Customer #2] seems to get it, but her friend still looks lost, so she turns to her friend.)

Customer #2: “Y’know, that is still a pretty good price.”

Customer #1: “Yeah, I guess, but I’m still not willing to pay $42 for a vest. Never mind; just take it off.”

Me: *sigh* “All right, then. Sorry it doesn’t work out for you.”

(I take the jacket off and finish the transaction, thanking them for coming in and sending them on their way. The assistant manager, who has been watching the transaction from behind the counter, finally groans in annoyance.)

Manager: “Jeez, did they want us to give the jacket away?”

Related:
Don’t Discount The Customer’s Ability To Discount, Part 8
Don’t Discount The Customer’s Ability To Discount, Part 7
Don’t Discount The Customer’s Ability To Discount, Part 6

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