I work in a popular store that sells luxe makeup, skincare, and hair products. This means we usually have high-end hair care electronic items in stock. They sell fairly frequently, and usually, people are willing to pay the $430 that it comes to with tax.

Two women come in saying that they have a 20%-off coupon and want to make sure they can buy a [Brand] product with it. We had a sale a few weeks ago, and some rewards members who hadn’t bought anything during the sale got emails with a code to use during that weekend, so I figure it is that. 

Customer: “So I can use my 20%-off coupon on this [Brand]?”

Me: “If it’s a coupon or code sent from us or that popped up in our app, of course. [Brand]s weren’t excluded in the spring sale.”

Customer: “Oh, no, it’s not a coupon for you guys. It’s a 20%-off coupon for [Other Store] but I called them and they said I could use it on [Brand]s.”

Me: “Okay, I can’t take other retailer coupons. We could do 15% off with our credit card, or I can get my manager and let you talk to them.”

Customer: “Yes, get the manager. I was told I could use my coupon to buy a [Brand].”

My manager comes out and I explain. She starts to say the same thing, and then the customer interrupts. 

Customer: “But the [Brand] is cheaper at [Other Store]. It should be [discounted price]!”

Manager: “I’ll go look into it. If we’re selling it for the wrong price, we’ll price-match, but we still can’t use the coupon.”

My manager goes into the back to look at the website and the coupon. While she’s back there, the two ladies grab a popular shampoo and conditioner; the regular size is $28 and minis are $14. My manager returns. 

Manager: “I checked online at [Other Store]. The price there still comes out to $430, so there isn’t anything to price-match. I also called the retailer to double-check about your coupon, and it actually can’t be used on [Brand]s there, either.”

Customer: “But I called and someone told me I could.”

Manager: “I’m sorry. Is there anything else we can help you with?”

Customer: “No, I’m ready to check out.”

I take her to the register and start ringing her out. 

Customer: “Wait, those shampoos are supposed to be $14 each.”

Me: “Sorry, but that’s the price for the minis. We only have the regular size in stock right now, which is $28 each.”

Customer: “I should only have to pay $14 since you guys are out of stock.”

Me: “I can’t do that for you. I can order the minis to be shipped to your house, if you’d like.”

Customer: “No, I’ll just get them. Are you sure you can’t give me my discount on my [Brand] since I’ve gone through so much trouble? It doesn’t look very good for your store that you won’t help a paying customer.”

Me: “I’m sorry, but like my manager said, there isn’t anything we can do to help you. The only discount we have available is 15% off with our credit card.”

She’s fed up and decides to stomp away, shouting:

Customer: “I don’t want a credit card!”

Related:
Don’t Discount The Customer’s Ability To Discount, Part 18
Don’t Discount The Customer’s Ability To Discount, Part 17
Don’t Discount The Customer’s Ability To Discount, Part 16
Don’t Discount The Customer’s Ability To Discount, Part 15
Don’t Discount The Customer’s Ability To Discount, Part 14

In my early days as a cashier, I’m ringing up a guy for some paints. His next purchase is some books, with coupons, of course.

Me: “I’m sorry, but our coupons don’t work on books.”

Customer: “I knew you’d say that. You know, I’ll call the general attorney to get this place shut down!”

Me: “Uh… excuse me?”

Customer: “Yeah, don’t think I won’t! I got on [Competitor]’s a**, and I’ll be on your a**, too!”

Me: “But I’m not the one who made the policy.”

Customer: “So? You’re working here, aren’t you?”

I know he’s blowing smoke, but at the time, I didn’t know how to prove it. Now I know that the exceptions are printed on the coupons themselves, which I would’ve pointed out.

Customer: “Your manager left in an awful hurry, didn’t he?”

Me: *Tired sigh* “I’ll go call him.”

My manager comes in. The dude’s still being an a** over a very common coupon exception.

Manager: “I’ll override it for you, sir.”

And just like that, that rotten jerk waddled away, having been rewarded for his bad behavior without so much as a thank-you. That was the day I stopped believing in the milk of human kindness.

Related:
The Couponator 29: A Cents-less Tragedy
The Couponator 28: Panic Attack!
The Couponator 27: Red Friday
The Couponator 26: Father’s Day
The Couponator 25: The Cheese Explosion

Our store is particularly known for bending over backward for customers when it comes to our coupon policies. I have just scanned a customer’s items.

Me: “Do you have any [Store Brand] cash?”

Customer: “Yeah, there’s a 30% coupon on the website.”

I know that we have no in-store percent coupons.

Me: “That might be an online-only coupon. We don’t have anything like that in store today.”

Customer: *Angrily* “No, the coupon said it was good in store!”

Me: “Do you have a copy of it I could scan?”

Customer: “No, you’re supposed to be able to do it yourself!”

Me: “Normally, I could, but we don’t have that coupon toda—”

Customer: *Snapping* “Then why does the website say you do?!”

Me: “I don’t know. I don’t control the Internet.”

After that, the customer got really quiet, looked at her kids a few times, and started apologizing.

I am a server at a small family-owned restaurant. Tonight, I am alone up front with a prep/dishwasher and a cook in the back. The three of us are holding things down nicely as we have all been through this more times than we can count. I stop by a table — a middle-aged couple with two teenage daughters — to collect their check, and when I get to the register, I notice that they are trying to use an expired coupon for $5 off a two-entree order. The expiration date is the only issue I have with the coupon, but since we are family-owned, if I accept an expired one, the difference comes out of my pocket. I walk back to the table to explain the situation.

Me: “I’m sorry to tell you this, but your coupon expired a year ago, so I’m not going to be able to accept it. Would you like me to go ahead and charge the full amount to the card you gave me?”

Mom: “WHAT DO YOU MEAN, IT EXPIRED? I BOUGHT A COUPON BOOK FROM THE RADIO STATION! IT COST ME $45!”

Me: “Did the radio station make any guarantees as to the coupons having no expiration date?”

Mom: “NO, BUT I WOULD ASSUME THAT IF I PAY THAT MUCH FOR SOMETHING IT WOULDN’T EXPIRE!”

Other customers are starting to stare, probably because of the sudden screaming, but also because their ONLY server hasn’t been racing through the restaurant taking care of them like he had been up until the screaming began. The two daughters are pulling up their hoods and staring down at their phones now, trying not to show how embarrassed they are.

Me: “Ma’am, the coupon’s expiration date is clearly printed here in the bottom right corner.”

I lean in to show her and she snatches the coupon from my hand, grabs a pen, and changes the last digit of the year by hand. She triumphantly hands it back to me.

Mom: “THERE! NOW TAKE MY F****** COUPON!”

At this point, my cook and dishwasher have come up front and are standing by the bar, watching. All other activity in the restaurant has stopped as everyone watches the crazy unfold.

Me: “EXCUSE ME, MA’AM! That kind of language is inappropriate, and if you persist, I will have to ask you to leave.”

Mom: “F*** YOU! HOW’S THAT FOR LANGUAGE?”

She stands up to get in my face. She is a good foot shorter than I am, so I’m sure the image was quite comical to others.

Me: “Ma’am, I would like to respectfully ask that you turn around for a moment and look behind you.”

She shoots me a confused look and then does as I have requested.

Me: “All of these people came in here for a nice meal. Every single one of them. Do you think that they are all staring at me right now?”

Mom: “WHY ARE YOU MAKING THEM STARE AT ME? TELL THEM TO STOP!”

Dad: “He’s not making them stare, dear. YOU ARE BEING A TRAINWRECK.”

The mom calms down a bit, and I go on to explain our policy regarding accepting expired coupons.

Mom: “Well, what if I tip you the difference? Would that be okay?”

Me: “…”

I have forgotten that my cook and dishwasher were behind me. Suddenly, I feel a hand on my shoulder.

Cook: “Ma’am, if you tip him the difference, you’ll be paying exactly the same amount as you would without the coupon, except that he won’t get his tip, and to be honest with you, after seeing the way you just acted, he deserves a h*** of a lot more than $5. Now, you can either pay the full amount plus a generous tip and apologize to all these nice people and your poor family for your behavior, or I can call the police and have you ticketed for disorderly conduct and creating a public nuisance. Your call.”

She runs out of the restaurant, leaving her family and her purse behind. Her husband pays using a credit card and tips me $20 in cash, and on his way out the door, he “drops” his wife’s driver’s license on the ground with a smile and a wink.

Cut to the next morning, half an hour before we open. I am regaling the owner with the story of why there is a driver’s license in the till and a hand-altered coupon on the counter. She is undecided between livid and hysterical. It’s either the best thing she’s ever heard or she wants to kill this woman on sight. That’s when a sheepish knock comes at the window. I turn around and sure enough, it’s the mom.

Me: “Speak of the Devil!”

The owner walks to the window, holding the coupon and license, but neither are in the mom’s line of sight.

Mom: “Hi. I came in last night and I guess I must have dropped my license somewhere. Have you seen it?”

Owner: “Well, we haven’t found anything yet, but we’re still cleaning up at the moment. If you’d like to come in and wait for a few while we finish up, I’m sure we’ll find it if it’s here.”

The mom accepts and is let inside. At this point, she sees me for the first time, and a look of recognition flashes across her face. She stuffs it down and returns to resting b**** face, presumably to save face in front of the owner in case I decide to call her out. She sits at the table where the owner is going over last night’s receipts.

Owner: “Hey, [My Name], what’s up with this hand-altered expired coupon in here? You didn’t accept this, did you?”

Me: “No, and the lady made a big deal about it. Disrupted several people’s meals.”

Owner: “Oh, no, that’s terrible!” *Turns to the mom* “I sure hope you weren’t here to witness that, ma’am. It’s just terrible when people don’t understand basic human decency.”

The mom grimaces, trying to play it off as though she wasn’t here, but she understands what [Owner] is saying. At this point, the cook arrives, on his way through the dining room to the kitchen.

Cook: “Oh, hey, you must be back to apologize!”

Mom: “I don’t know what you’re talking about, sir. I am here to retrieve my license that I seem to have left here last night.”

Cook: “No, you didn’t leave it; you left your entire family sitting in the wake of your s***ty attitude, and your husband apparently decided not to let you get away with it. Now, what I said still stands; you either apologize and tip this man or I will have you ticketed.”

Mom: “For what? It’s your word against mine, and who would believe a line cook?”

Owner: “Me, and my six cameras.”

The mom ended up apologizing to all three of us, leaving a decent tip, and writing an exemplary review of the restaurant on social media. The dad still comes in for lunch on his own sometimes, but the mom has yet to be seen again.

I have just finished a transaction for a customer who has purchased roughly ten items. Some are fragile, so they were wrapped in paper before being bagged.

Me: “Here’s your receipt and your bags, and you’re all set. Thanks so much, have a great day!”

Customer: “Oh… I had a coupon!”

Me: “Pardon?”

Customer: “Can I still use my coupon?”

Me: “Well, the way our system is set up, I have to return everything and then re-ring it with the coupon. If you want to do it that way, we can use the coupon.”

Customer: “Yes, please. I’m sorry.”

I’m annoyed, especially because I’m the only cashier on duty and there’s a line forming, but one does what one must and at least she’s being polite. Rather than unwrap everything, I put on my reading glasses and type each UPC from the receipt to process the return, which goes smoothly. The line is getting longer and I call for backup, but no one answers.

Me: “All right, now we’ll ring everything out again and apply your coupon.”

I type each UPC once again and then ask her for the coupon.

Customer: “Here it is. Thank you.”

I scan the coupon. A message pops up on the screen: “COUPON HAS ALREADY BEEN REDEEMED.” I inform the customer, and she gets a deer-in-headlights look.

Customer: “I can’t use it again?”

Me: “No, ma’am. Our coupons are single-use.”

This is not the first time this has happened, either. Where are these people shopping that they can use a coupon more than once?