Grand Theft Innocence, Part 8

| Helsinki, Finland | At The Checkout, Technology, Theme Of The Month, Wild & Unruly

(I’m a customer at a popular independent games store in Helsinki. The store is very busy at the moment. I’m third in line when a customer storms in and rushes to the counter.)

Customer: “Hey! I want my money back!”

(The cashier completely ignores him, and keeps serving the customer whose actual turn it is.)

Customer: “Hey! Nerd! I’m talking to you!”

(The cashier still ignores him and serves the next customer.)

Customer: “F****** nerd! Listen to me!”

(When I am next in line the customer tries to grab the cashier’s hand. He manages to avoid this. The cashier looks at me as if asking for permission to deal with the angry customer. I nod and the cashier finally talks to the angry customer.)

Cashier: “There is no way that you are going to get any help from me before I finish serving all these other customers who are politely waiting in line.”

Customer: “F*** that! I have a complaint and I want my money back! Serve me now or you’re going to get your a** kicked!”

(The customer is a big man and the cashier is quite small and skinny. Luckily, at 6’6″ I am even bigger, and having played hockey all my life I’m quite fit as well.)

Me: “No, he is not going to get his a** kicked.”

(The customer turns to me to yell something, but as he sees me he goes quiet. He turns to back to the cashier and continues his rant in a much calmer but still angry and derogatory tone.)

Customer: “Listen, you little s***. I want my money back from this game.”

(He waves a copy of ‘Grand Theft Auto V’.)

Cashier: “I absolutely refuse to serve you before all these other customers, who are being patient and polite. You will get service from me after everyone who acts nicer than you has been helped first.”

Customer: “Get me your manager! Now!”

Cashier: “I am the owner. Now you go to the back of the line.”

(The customer starts to say something, but I push past him in a not very gentle way. He goes to the back of the line muttering. I buy my game but decide to stay in the store until the angry customer leaves. When it’s finally his turn he slams the game on the counter.)

Customer: “Money back!”

(The cashier opens the case and looks at the game.)

Cashier: “Looks perfect to me. Why do you want your money back?”

Customer: “The game is totally inappropriate for my son! No one told me it was so violent when I bought it!”

Cashier: “I clearly remember you buying it. You had your son with you, who looked to be about 10 years old. I told you it has sex, killing, torture, crime, and drugs in it. I advised you several times not to buy it. You even told me it was for you, not your son. My guess is that the boy’s mother threw a fit after seeing the game and now you are taking it out on me. You will not get your money back. Ever. And you are not welcome in my store anymore.”

Customer: “Look here, you little—”

(I have walked to stand behind the customer. I cough and he turns to me and goes pale. He leaves without saying a word.)

Cashier: “Thanks, man!”

Me: “No problem, I love the way you handled him. Maybe a little provocative but he deserved every minute of it.”

Cashier: “He was a complete a**hole when he bought the game, and the minute I saw him today I guessed what his issue was. Customers like that are the reason I started my own store. I hate to see bullies get special treatment for acting threatening and being difficult, while all the nice customers wait. I try to be as slow and difficult as possible to customers like him. Honestly, their business is not worth it.”

(The store is still thriving. I guess there are still enough nice customers out there!)

Related:
Grand Theft Innocence, Part 7
Grand Theft Innocence, Part 6
Grand Theft Innocence, Part 5
Grand Theft Innocence, Part 4
Grand Theft Innocence, Part 3
Grand Theft Innocence, Part 2
Grand Theft Innocence

A Sign Of Things To Come

| New Zealand | At The Checkout, Extra Stupid, Technology

(I’m on my very first day of in-store training, going over the basics of what is done. My boss mentions that no matter how big or how close to your heads the signs are, customers will always ask us something that’s written on the signs.)

Me: “They can’t really be that dense. Can they?”

Boss: “You’d be surprised.”

(A customer comes up to the counter just then and my boss takes over, as I don’t know my job well enough to serve yet.)

Customer: “Hi. Can I put down a deposit for [game]?”

Boss: “Sure thing!”

Customer: “Great! When does it come out?”

(There is a poster for this game literally ten centimeters to the right of his head hanging from the ceiling with the release date on it in emboldened letters, just like each of the ten posters for this game hung throughout the store.)

Boss: “[Date].”

Customer: “Oh, cool. Also, how much is [upcoming major console]?”

(There is a very large wall poster for this console directly behind him, amidst a display of boxes for this console that also has the price in very large numbers.)

Boss: “Console will be [price], though we’ve pre-sold out of the first two shipments.”

Customer: “Okay, thanks a bunch!” *leaves*

Me: “… That did not just happen.”

Boss: “Get used to it. It happens.”

Dealing With A Whole New Animus

| TX, USA | Bigotry, Extra Stupid, Technology

(I’m working my shift on a particularly lazy Sunday night, when two guys come in. I’m the only one out on the floor, as my other two coworkers are in the back. I greet the guys as they come in.)

Me: “Hey, guys. How are y’all doing?”

Guy #1: “Um, good. You?”

Me: “Doing great, actually. What brings you guys in here today?”

Guy #2: “Y’know, games. Are there any employees we can talk to, or—”

Me: “You are.”

Guy #1: “Girls don’t play games. Don’t lie to me.”

Guy #2: “And if you play games then list five characters from the same game.”

Me: “Connor Kenway, Haytham Kenway, Achilles, Charles Lee, and Ziio.”

Guy #1:Assassin’s Creed, huh? Who’s the main character in the first one?”

Me: “Altaïr.”

(This goes on for several minutes, and my coworker finally comes out of the back.)

Coworker: “Hey, y’all need anything?”

Guy #2: “Yeah, actually. You need to hire her or something!”

Coworker: “We did.”

Guy #1: “Oh God, I’m sorry. We were quizzing her on Assassin’s Creed. And she kinda won.”

Coworker: “Yeah, gamer girls do exist. Guys just get mad when the girl knows more about the game than they do.”

(After buying their games, the two customers leave, and my coworker and I start to close up.)

Coworker: “So that happened. Why’d he say you won?”

Me: “He thought Ezio’s close friend was Leonardo di Caprio.”

A Good Attitude About A Bad Attitude

| WI, USA | At The Checkout, Awesome Customers, Money, Top

(Our refund policy has a shorter timeframe than most people assume, and they usually don’t read their receipts. A customer walks in carrying a bag with one of our games; she’s on her cell phone.)

Me: “How can I help you, ma’am?”

Customer: “I just want to return this. I do not need to be spending $30 on a game right now.”

(She continues her phone conversation.)

Me: “Do you have your receipt with you?”

Customer: “Yeah, it’s in the bag, honey.”

Me: “Okay, let me just check it.”

(I see that she’s a couple of days past the refund window.)

Me: “All right, I can get you a store credit for this.”

Customer: “What? You mean I can’t get my money back?”

Me: “It says right here, ‘Last day for refund is [date]’.”

(She is a little bit shocked, and continues talking on her cell phone.)

Customer: “They say I can’t return it… I can only get a store credit! I just drove all this way for nothing!”

(I prepare for her to start yelling at me.)

Customer: “Oh, I can’t believe this. I need to go. Just put it back in the bag. I need to take my bad attitude out of here!”

Me: “Um, sorry about that.”

Customer: “Oh, it’s okay; it’s not you, honey!”

(She grabs the bag and leaves quickly, still on her cell phone. I turn to my coworker.)

Me: “I can’t believe she didn’t yell at me! She just recognized that she was upset and left. This has never happened before!”

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