Unfiltered Story #182297

, , , | Unfiltered | January 16, 2020

I’m still pretty new to customer service and I’m not used to dealing with hostile customers just quite yet.

Me: Thank you for calling **** how can I help you?
Customer: Do you have a clothes presser? I have a model number here for you to check.
Me: Sir, we need a 13 digit long UPC number for me to check if we have any of that item in stock.
The customer proceeds to give me a model number which doesn’t help me at all since there’s no way for us to use it. I put him on hold in the anyways and just ask over the headset if we carry them and I am told by a manager that we only carry them online and I tell the customer this.
Customer: So can you just order me one online, I have my credit card here that I can give you.
Me: I’m sorry sir but we can’t take any sort of order over the phone for your own safety. There is nothing stopping me from just using your credit card information to go on a personal spending spree especially since this just happened to Starbucks.
Customer: Are you serious? I’ve been a loyal customer for years now and you won’t even place a d*mn online order over the phone?
Me: I’m sorry but we don’t even have access to the online inventory to order items in for a customer since they are technically a separate company from us. Can you just go online and check for yourself? (Something that should take literally five minutes)
At this point the customer gets even more angry and I put him on hold to find the number for our online customer service when a manager finds out and offers to take the call. About an hour later I find out that he was also swearing at her and she ended up hanging up on him for his rude behavior. When I got home I looked online and we don’t even carry them online anymore. All that over a stupid clothes presser.

Customers Need To Be More Open About This

, , , | Right | January 9, 2020

(I’m about to go on a long car trip and will have to do a lot of typing on my phone, so I’m going to buy a Bluetooth keyboard. It’s a model my friend already bought and enjoys, but he doesn’t remember if the keys are mechanical or membrane. I really can’t stand membrane keys, so I plan to ask if I can see the item before buying it. When I reach the back, there is only one on the hook, already torn open by somebody else, but I take it to the counter anyway to ask if I can see it, for fear they’d think I did it.)

Me: “Hi. Can I open this to see what type of keys it has?” 

Cashier: “Sure, it’s already been opened, anyway.”

(I play it off that I didn’t know, and luckily, it has the kind of keys I like.)

Me: “Awesome. Can I pay for this here?”

(She stares at me for a few seconds.)

Cashier: “Yeah, sure!” *rings me up* “You know, you’re the first person since I’ve worked here to buy an open product, even if they opened it.”

Me: “Well, I don’t like germs but a wet wipe will cure that. But I know enough about technology to know that a fingerprint won’t make my new keyboard not work; heaven forbid they breathed on it, though.” 

(I got a laugh for that one.)

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Unfiltered Story #182215

, , | Unfiltered | January 8, 2020

[A customer with a wobbly gait comes through the entrance of the store pushing a cart; the greeter is quick to approach her.]

Greeter: I’m sorry ma’am but, you can’t park your car in front of the store.
Customer: What do you mean!?
Greeter: You’ve parked your car right in front of the store by the fire lane, you cannot park there.
Customer: I HAVE ASTHMA.
Greeter: I’m sorry but, you really cannot park there. Even handicapped people have to park in the handicapped zones. There are also many parking spots close to the entrance.
Customer: [now screaming] I DON’T CARE! I HAVE ASTHMA AND I CANNOT WALK VERY FAR WITHOUT GETTING TIRED! I SHOULD BE ABLE TO PARK WHEREVER! I WILL ONLY BE IN THE STORE FOR A MINUTE!
Greeter: You still cannot park there.
[the customer slams her cart into the metal fence by the greeter that contains all of the carts and she walks out. She returned a few minutes later after she moved her car, acting like nothing happened.]

They Have Been Complaining Of Late

, , , , | Right | January 6, 2020

(I work at a store that is known for its customer service. I am working at the customer service counter and it is ten minutes before my very long shift is about to end. An elderly lady storms up to the counter carrying a statement for our store credit card.)

Me: “How can I help you? Do you have a payment?”

Customer: “I have a complaint. I paid this bill the day it was due and I was charged a late fee.”

Me: “Okay, I will tell you there isn’t anything that we can do in the store. We don’t have the power to change anything about your charge card. There should be a phone number on your statement that you can call. I understand that they are really good about taking care of these things.”

Customer: “I have never had this happen before, I have never paid a bill late, and if this does not get taken care of, I will never come back here again.”

Me: “I’m sorry for the inconvenience; I know this is very frustrating. Please call that number and let them know what happened. We have a phone down here that you can use if you would like.”

Customer: “I don’t want to call right now. I want to know why it happened and get the charge removed.”

Me: “May I see your statement? The phone number is right here and I see that you have a receipt from paying in the store. I don’t understand why it was late because it should have posted immediately.” *looks closer at the receipt and the statement* “Ma’am, I see here that your bill was due on the 22nd—”

Customer: “YES! I PAID IT THAT DAY AND THEY CHARGED ME A LATE FEE!”

Me: “Well, according to your receipt, you made the payment on the 25th.”

(The customer snatches paper out of my hands and glares at it.)

Me: “I would still call that number and see if anything can be done, especially since this is the first time this has happened.”

Customer: “I CAN’T BELIEVE THIS! I WILL BE TAKING MY BUSINESS ELSEWHERE IF THIS DOESN’T GET RESOLVED, AND I SPEND A LOT OF MONEY HERE!”

Me: “I’m sorry, ma’am, I understand that it is frustrating. Please call that number as soon as possible and ask them if there is anything they can do. Is there anything else I can do for you today?”

Customer: “I need to make this return.”

(I process the return quickly and credit her account. I have remained pleasant throughout the interaction, despite her attitude.)

Me: “Here is your receipt of the return. Again, I am sorry for the inconvenience with your payment. Have a nice day.”

Customer: *glares at me and leaves without saying anything*

Coworker: “You ready to go home?”

Me: “Yes, please.”

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Unfiltered Story #181197

, | Unfiltered | January 1, 2020

[a girl who I graduated with comes up to the service desk]

Me: Hi, what can I do for you?

Customer: Yes, I lost my driver’s license at the pharmacy. They called and said they turned it in here.

[I haven’t been at the desk all day, because it’s been so busy; they’ve had me doing cashiering.]

Me: okay, let me check our lost and found system..

[I’m searching but, I’m not seeing her name/ID, so I call my coordinator to check where we lock up wallets, IDs, and such, while she’s checking on it, my coworker comes back from her break.]

Me [to coworker]: have you had any IDs turned in?

Coworker: uh.. well I haven’t been up here today much either, but no one said anything about any being turned in..

[so we’re searching our counters for it but, still nothing. My coordinator walks back up.]

Coordinator [to customer]: I’m sorry, I couldn’t find anything..

Customer: Well, when you find it, you need to mail it to me!

Coordinator: uh.. okay. Just write down your name and address, and when we find it, we’ll mail it to you..

[she writes her name down and then leaves. 10 minutes later, I get a call from our call centre.]

Call centre: Hi, I have a man on the line who needs to talk to the store director, I can’t get through though. Can you take the call?

Me: Yeah, sure.

Customer: Hi, my name is […], my daughter and I came in to pick up her driver’s license which she lost at the pharmacy. [..] from pharmacy called and said he dropped it off at the service desk and the service desk claims that they do not have it. She needs her driver’s license to go to [college that is 20 miles away, so not far at all] tomorrow. However, she cannot drive without it! You or your store director need to drop it off to her tomorrow at [college] so she can have it!

Me: I’m sorry sir, I do not have the authority to approve that. Let me transfer you to the store director in charge.

[I patch him through. A couple of minutes later the store director walks up with a man from the pharmacy department.]

Store Director [to my coordinator]: Where is that envelope with that girl’s license in it??!

Coordinator: I couldn’t find anything, we searched all over for it.

Store Director: Was it in the money bags that pharmacy dropped off to you? Or in the lock up bin for wallets??

Coordinator: It wasn’t in the lock up bin.

[they go looking for it and find out it was left on the counter by mail, which isn’t the normal spot for anything like that and that pharmacy didn’t alert us about bringing it up.]

Store Director [to my coworker and to the pharmacist]: Are you going to be in tomorrow morning?

Coworker: no.

Pharmacist: yes.

Store Director [to pharmacist]: Then, you are to take it to her!!

[later, my coordinator and I are discussing what happened]

Me: What gets me, is that the girl had her car keys in her hand, so I’m going to assume she drove here. Her father said “they” but, he was never there. And instead of coming back in to get it, because it all happened over the course of a half hour, tops, and most likely she lives in town, so they’re making someone go drop it off to her. HECK. She could even come get it before she goes to school tomorrow. BUT NOPE, you have to go and make someone go out of their way to your college to drop it off, that’s just really awful to do, man. Like yeah, it was bad communication on pharmacy’s fault, but, in no way does that mean that someone has to go deliver it for you because you don’t want to get it yourself. And that college is so close too, it’s not like she’s going across state. Some people, man.