Not A Picture-Perfect Request

, , , | Right | May 9, 2021

I answer the phone and speak to a woman looking for a particular type of wreath we carry. I find the largest ones and tell her their sizes and prices, and she asks if she can pay for them over the phone. We don’t take payment over the phone, and I tell her so. We hang up.

A little while later, I answer the phone again.

Customer: “Did I talk to you about the wreaths?”

Me: “Yes, that was me.”

Customer: “Can you send me a picture of what they look like?”

Me: “I don’t believe I’m allowed to do that. I’m not allowed to have my cell phone on me on the sale floor.”

Customer: “How am I supposed to know what they look like?”

Me: “They’re probably on our website. You can try there.”

I apologize, and she sounds kind of grumpy but says she’ll check the website as we hang up.

Coworker: “What was that about?”

Me: “I spoke to that lady earlier about wreaths. She wanted me to send her a picture of them and I told her I couldn’t.”

Coworker: “Then we have a customer’s personal information, and they have ours. No.”

I get that you live some distance from the store and don’t want to drive here if we don’t have something, but if you want a picture of something, go on the store’s website. It should all be on there. Employees aren’t allowed to just send you pictures of things.

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Trying To Make A Clean Break

, , , , | Right | May 5, 2021

It’s our second week open after being closed for two months and I’m on the main register for the first hour of my shift, which means I’m the first person a customer sees when they come in the building. We’ve been sanitizing carts, counters, and things, and employees are all wearing masks. One of the very first customers to walk in the door stands right next to our sign that says, “Clean carts,” and looks at me.

Customer: “Do you sanitize your carts every night?”

Me: “Yes, every day. We just sanitized most of those.”

After she walked away, I said to myself, “No, we leave that for you to do yourself. What? Of course we’re sanitizing carts.”

This lady took a cart and, an hour later, she returned it to the clean cart corral after paying for her items. I didn’t see which line of clean carts she put it in, since I was ringing up another customer, so when I was free, I grabbed the first cart in each line to sanitize just in case. What I should have said was, “Yes, after every use,” but even then, I’m not sure she would have gotten the hint, since she missed the “clean carts” sign twice.

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It’s A Very Bad Signs, Part 4

, , , , , | Right | May 4, 2021

It’s our second week open after two months of being closed. We’ve implemented new procedures such as enter-only and exit-only doors, disinfecting carts after each use, and employees wearing masks. I have just rung up [Customer #1] and begun ringing up the man who was behind her in line. She turns around as she reaches the doors.

Customer #1: “How do I get out?”

Me: “That door right there.”

Customer #2: “Go left.”

Admittedly, our signs are only standard printer paper with bold capital letters, so they’re not the most eye-catching thing, but she was standing a foot or two from the “EXIT ONLY” sign. I would have thought that, plus the furniture displayed in the lobby — not to mention other customers coming and going — would have indicated there was only one direction to go. Apparently, this customer found it confusing.

Related:
It’s A Very Bad Signs, Part 3
It’s A Very Bad Signs, Part 2
It’s A Very Bad Signs

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Refunder Blunder, Part 54

, , , , , | Right | April 28, 2021

I work at a craft store that has formally announced that they are going out of business. Because of this, we’re instructed to be strict with our sixty-day return policy for purchases made before we went into liquidation. All returns now require a receipt.

Customer: “I’d like to make a return.”

Me: “All right. Do you have your receipt?”

Customer: “Yes, I do.”

The customer proceeds to pull out several bottles of paint and a faded-looking receipt.

Me: “I’m sorry, but I can’t return these paints for you, as it’s not within our sixty-day return window.”

Customer: *Angry* “What?! But I was told that I could return them if I didn’t use them!”

Me: “And you could have within our sixty-day return window, but you bought these a year and a half ago, ma’am.”

Customer: “BUT I WAS TOLD I COULD RETURN THEM IF I DIDN’T USE THEM!” 

Me: “I’m sorry, ma’am, but there’s nothing I can do.”

The customer then grabbed her paints and receipt and stormed out of the store.

Related:
Refunder Blunder, Part 53
Refunder Blunder, Part 52
Refunder Blunder, Part 51
Refunder Blunder, Part 50
Refunder Blunder, Part 49

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Sadly, It’s That Same Old Yarn, Part 2

, , , | Right | April 15, 2021

I’m working the register and a lady comes in with an exchange on some of her yarn. A line starts to build up, so I call some back up to get it moving while I deal with the return.

Me: “Hi! How can I help you today?”

Customer: “I need to return this yarn.”

Me: “Okay, do you have your receipt with you?”

Customer: “Well, no, but I know how much it was and this just isn’t the right color.”

Me: “Okay, do you know if you used a credit card to purchase it and if so do you have it?”

Customer: “I don’t.”

Me: “That’s okay. I can still do the return for you, but it will have to be a direct exchange now, or I can give you store credit according to store policy. However, also according to policy, the system will take the lowest price in the last ninety days. We just had a sale for this yarn so it will be really low.”

Customer: “Okay, I’ll exchange it, then.”

She then runs off to go get new yarn, leaving her old yarn with me at the register. I put it to the side and start ringing other people up while she shops. She takes about twenty minutes and cuts to the front around the register and the line to get back to me. I glance at the next customer and they wave at me saying that it’s okay; she can wait.

Customer: “This is the yarn I want.”

Me: “I like your color selection! Let me just ring up the exchange. I want to remind you about the sale we had; it’s going to leave you with a total to pay at the end of this.”

The customer acknowledges everything I say.

Me: “It looks like your total is [total].”

Customer: “WHAT?! THIS IS THE EXACT SAME YARN! JUST GIVE ME THE NEW STUFF AND TAKE THE OLD ONES!”

I explain the policy to her again and she gets even angrier and shoves all her old yarn into the bag with the yarn. I begin taking the new yarn out of the bag calmly and putting it on the counter.

Me: “I’m sorry, ma’am, but this is store policy. The sale makes the return price low without your receipt.”

The customer is now furious. She THROWS all the skeins of yarn she has at me and then rips her old plastic bag to shreds.

I calmly collect all of her old yarn, put it in a new bag, and put the new yarn into the go-back pile. I hand the customer the bag.

Me: “Thanks for coming to [Craft Store]. Have a good day!”

The customer left in a huff.

Related:
Sadly, It’s That Same Old Yarn

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