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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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Handy That You Have Teeth

, , , , , | Right | April 15, 2021

A family — mom, dad, and three very adult children — with a HEAPING cart of stuff rolls through the line. They start to load things onto the counter and I start scanning as fast as I can, smiling, asking how their day is, what projects they were planning on making, just being a polite retail cashier.

Then, I look up for a second and one of the sons says, in a heavy accent and very broken English:

Son: “No English, just have things. What is price?”

I assume he’s asking for the price of the last item and point at the card reader while reading off the item and its price. All of a sudden, he just turns around and runs back into the shopping area with his mom and sister, leaving me with the dad and another son, neither of whom speaks English. I smile sheepishly and start scanning again. 

They keep asking for the price over and over. Eventually, I just turn my computer screen so they can watch it there. Then, I notice the dad is staring at me. Like… weirdly staring. The whole time. I smile again, being polite, but it’s starting to fall into that “I’m creeped out” smile; you know the one.

The dad then TOUCHES MY HAND WITH HIS and smiles really wide and says something in a language I don’t know. I pull back and look at the son.

Son: “Father like smile, pretty white teeth, good mouth.”

Me: *Awkward chuckle* “Yeah… Thanks.”

I look over at the other register but he’s too busy trying to keep the line down since we’re short-staffed. The dad touches my hand a couple more times while we wait for his family to come back. 

When they do come back, they finally explain that they have a gift card and aren’t usually in the states, so they need to use all of it in one go. It takes forever but I get them rung up. 

They want help taking stuff out. I notice my backup, a really nice guy with the heart of an angel who has saved my awkward butt more than a few times, has finally noticed I’m really uncomfortable. He steps up and starts grabbing bags and walks them outside and I finally go back to normal customers. The next customer has been waiting for a while.

Me: “I’m so sorry for that wait.”

Customer: “Oh, it’s really no problem. In fact, I heard what that man said to you about your teeth. Is there any way I can give you some sort of recognition for dealing with that?”

Me: “Oh! Well, we have these cards…”

Customer: “Gimme, I’ll fill out like ten. You did so great.”

Me: “Thanks! Thank you so much!”

I helped her find some good coupons on her phone to thank her for my thank-you card.

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For The Next Attempt, Think Outside The Box

, , , , | Right | April 1, 2021

It’s a Monday. I’ve been at work for three or four hours and I’m up a ladder when two guys come up to me.

Guy #1: “Hey, are you busy right now?”

Me: “What can I help you with?”

Honestly, yes, I’m kind of busy, but it’s also my job to help customers.

Guy #1: “I bought this box here, and there’s something in it.”

My brain doesn’t fully process this, but I take the box from him, frowning. It looks vaguely like one of our small craft boxes, but I don’t immediately see a price tag. I open it slowly to find a giant fake spider and I don’t say anything.

Guy #1: “What?! You’re not scared?!”

Me: “Of a fake spider? No.”

Guy #1: “The girls up front told us there was someone working back here who might be scared.”

Me: “Well, I’m sure they meant me, but I’m not.”

Guy #1: “Like, you’re not afraid of anything?”

Me: “I’m afraid of things but not obviously fake spiders.”

It took another few comments, but the guys both left. One of my coworkers came back and asked me if they’d approached me, and she told me that she knew something was up when the one guy approached her and the other had his phone out filming. They apparently tried to tell her their YouTube channel. We just laughed about it.

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Smile, You’re On Coupon Camera!

, , , , | Right | March 23, 2021

It’s a Friday, which for us means freight, and I’ve been in the stockroom most of the morning. I get called up to registers and tell the next customers in line, a couple, that I can help them on my register. They set four items on my counter, all four of which, technically, shouldn’t be on sale this week.

Wife: “Are these on sale?”

Me: “Well, these two could probably be considered wall or table decor, so I would say yes, they’re half-off this week.”

It’s a gray area, really, with these. They sit flat but also have a hook to hang. Usually, we explain the sale and then give it to them, especially if they’re going to make a big deal of it.

Wife: “Okay, and these?”

The other two items they have are crosses, which clearly hang on a wall and are on a separate sale from things that sit on a table.

Me: “These are considered wall decor and are on a different sale, so they’re not on sale this week.”

Husband: “Do you have that coupon?”

We’re not supposed to give customers coupons unless there’s something wrong with their phone or their printed copy doesn’t scan. I have no coupons in my drawer, and it’s busy enough that I don’t want to interrupt my coworker on the other register; plus, this gentleman has his phone out.

Me: “I don’t, unfortunately.”

The husband asks if I can download the store app to his phone and I tell him that technically I’m not allowed to handle customers’ phones, but they don’t need the app; they just need to navigate to the store website and that will also bring up the coupon. At this point, the line has grown, and there are two of us on registers.

Me: “Hey, [Coworker], do we have anyone else on registers?”

Coworker: “Um, [Coworker #2]?”

Me: “I think she’s on break.”

We paged an assistant manager to the front, which was not ideal today with us being short a few coworkers. Meanwhile, my customers had decided to ignore my suggestion of searching the store website for their coupon and only wanted to buy the two items that I’d rung up as on sale. Oy.

If I hadn’t been in view of a camera and it wasn’t audit season, I probably would have just downloaded the app for the customer, but if I’d done it on camera and that footage had been pulled within the next week, I’d have been in trouble. If I’d been a little more patient with them, maybe they would have taken the time to try my suggestion, but they were kind of holding up the line.

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