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In Retail Sixty Days Can Seem Like Two Years

, , , , , | Right | October 22, 2018

(The company I work for has been around for a few decades, but about two years ago it underwent a name change and rebranding effort. The whole store looks different, to accommodate the name change and new logo, including the outdoor nameplate. The two names are not remotely similar, but the store is in the same location. We also have a 60 day return policy. I am manning the registers when a customer comes in with a bag with the old logo.)

Customer: “Hi, I’d like to return this, please, but I don’t have my receipt.”

Me: “Okay, we can look it up on your card to see if it’ll show up.”

(I haven’t yet seen the bag fully at this point, so I hadn’t noticed the old logo. We try both of his cards, but can’t find any transactions, so I call over my manager to see about getting store credit. Then he puts the items on the counter.)

Manager: “Oh, these are [Old Store Name] bags and barcode labels. We changed name about two years ago, and we have a sixty-day return policy.”

Customer: “Really? I can’t even get in-store credit for them?”

Manager: “Unfortunately, no.”

Customer: “Oh… okay, I guess. Can I leave them up here while I do my shopping?”

(We held the bag up at the front while he shopped, and he ended up only buying a water. I can’t see how he let this stuff sit in his home or car, in the original bag, for well over two years before he finally got around to returning it.)

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Flip-Flopping Between Different Disturbing Imagery

, , , , , | Right | October 11, 2018

(I work at a store in the children’s department. I have an older customer come up to my register.)

Customer: “Hi, do you sell thongs for children?”

Me: *blinks* “Do you mean, like…”

Customer: “Children’s thongs.”

Me: “Do you mean… shoes?”

Customer:Oh! Yes. Flip-flops.”

Me: “Yes, they’re right over there.”

(I knew that “thong” was another word for “flip-flop,” and assumed that’s what she wanted, but it was so unexpected that it caught me off-guard. We both had a good laugh about it once she realized what it sounded like.)

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Making A U-Turn On That Ticket

, , , , , | Legal | October 7, 2018

(I am out running errands in the afternoon with a friend and have passed my turn. We have to turn around, and there is a sign posted at the intersection forbidding U-turns between the hours of ten pm and six am. Directly across the intersection from us is a police cruiser. Knowing we’re fine, I make the U-turn, and not ten seconds later, there are flashing lights behind us. I pull into a parking lot and the officer approaches.)

Officer: “Hello. Do you know why I pulled you over?”

Me: “Honestly… no. Not a clue.”

Officer: *gestures back toward the intersection* “You made an illegal U-turn back there. There’s a sign.”

Me: *confused* “I don’t think I did. Are you sure?”

Officer: “Yes… I’m sure.”

(He does not sound 100% sure anymore.)

Me: “But it’s 4:30 in the afternoon. I’m pretty sure the sign said no U-turns from ten pm until six in the morning.”

Friend: “We checked the sign!”

(The officer is now looking just as confused as I am. He looks at his little clipboard and is clearly doing mental math.)

Officer: “Well, I’m just going to let you off with a warning. You have a nice day.”

(He walked back to his cruiser and drove away, still looking a little dazed.)

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Should Have Checked The Small Print

, , , , | Right | September 17, 2018

(I work in the children’s department, but since we are right next to a door, we often get people doing returns from other departments. It’s usually not an issue, especially if we’re slow. A woman and her husband come in with two bags.)

Customer: “Hi, can we do returns here? One is from men’s and the other is from the home department.”

Me: “Absolutely. Do you have your receipt?”

(She hands me the bag with men’s clothes and I start the return process.)

Customer: “As you can see, I paid off the charge with a check.”

(She has stapled the receipt from her account payment to the top of the receipt, which I know a lot of people do to avoid carrying a balance on their store card while still earning their rewards. However, she did pay for the items with her store card, and our return policy is to refund on the original form of payment, or give in-store credit.)

Me: “Okay, that return will be [amount]. Do you have your store card with you?”

Customer: “No, I should get cash back. I paid with a check, see?”

Me: “Well, no, you paid with your store card, and then paid the bill with a check. They’re two different transactions.”

Customer: “But I paid with a check, so I should get cash back. I’m thinking of closing my card, anyway.”

Me: “Well, I’m sorry to hear that, but I can only refund the money to the original form of payment or to in-store credit. I can get you the in-store credit, if you would prefer, but the system won’t let me return it any other way.”

Customer: “I don’t believe that. I paid it off with a check, so I should be getting cash back.”

(After a few more minutes of this, she and her husband decide to go back to the other departments to do the returns there and presumably complain about our return policy. I help a few other customers and clean up, and fifteen minutes later the customer returns with the men’s clothing.)

Customer: “I guess I understand now. Just go ahead and do the return.”

Me: “Not a problem.”

(I’m still not sure how she thought the two separate transactions would have been linked that way.)

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Social Insecurity, Part 6

, , , , , | Right | September 17, 2018

(Our store has a rewards program attached to its store credit card, sending exclusive coupons to card-holders. Because they are exclusive to card-holders, only a store credit card can be used as payment when using the coupons. I have a woman in my line who has used one, and pulls out her debit card.)

Me: “I’m sorry, ma’am, but you do have to use your store card to use this coupon.”

(This usually isn’t an issue, since it is printed on the coupons themselves.)

Customer: “Oh, you guys make this so difficult! I just want to use one card for everything and keep it all together! Why is it so hard to just buy things anymore?”

(As she’s complaining, she searches her wallet but doesn’t find her card.)

Me: “We can look up your account; it only takes a second. Here, put your social into the pin-pad, please.”

Customer: “The whole thing? Can’t you look it up by phone number?”

Me: “Uh… No, it has to be by social; that’s the only way to look it up from our end.”

Customer: “I am not putting my number into this thing.”

Me: “Well, I’m really not sure what else we can do.”

Customer: “I’m going to write it down, and you type it in on your end. Then you can give the paper back to me.”

(I just sort of stand there, flabbergasted that she thinks giving a stranger a physical copy of her SSN is safer than typing it into a machine where no one else sees it. I take the paper once it’s written down, making sure to keep it hidden from anyone else but myself, and type it in. One of the numbers could be a four or a nine, and I can’t tell with her handwriting.)

Me: “Ma’am, could you tell me which number that is?”

Customer: *looks around at the customers behind her and leans in close, whispering* “It’s a four.”

(I could barely hear her answer, but typed it in and was able to complete the transaction. I understand being concerned about someone skimming the pin-pad for that sort of thing, and we check them every day to make sure that isn’t happening, but I still cannot grasp why creating a physical copy and letting a stranger look at it and type it in is any better.)

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