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The Saga Of The Sister Store

, , , , , , | Right | April 21, 2022

I am an assistant manager at a grocery store, and I answer the phone. I give my usual greeting.

Customer: “I was wondering if you carried [specific flavor] of [Ice Cream].”

I go and confirm that we do, in fact, have that flavor. She says she will be in to buy some. A few hours go by and it’s nearly closing time. I answer the phone as I am the only one to do so.

Customer: “Yes, I think I talked to you earlier. I bought some [Ice Cream], and when I went to eat it, it tasted horrible.”

Me: “All right, I can go ahead and refund it if you bring it in with the receipt.”

Customer: “Okay, I’ll come by shortly.”

A few minutes go by, and the customer calls again.

Customer: “We might have just talked, I think. I just wanted to make sure it was still okay to return it because I took out a lot of it.”

Me: “That’s not a problem if it’s bad. I’ll just need the ice cream and the receipt.”

Customer: “The cashier threw away the receipt. I didn’t think I’d need it.”

Me: *Wrongly assuming this will be quick* “Okay, I can’t do a refund without a receipt, but can you tell me when you came in and I can look it up for you?”

Customer: “I was in just a little while ago and it’s the only thing I bought. I paid $2 on EBT and the rest in cash.”

I search through all of the transactions with just one item and find only one for [Ice Cream], but they paid in cash only. I explain this to her.

Customer: “No, no. I paid with part EBT and part cash. I went through on either the second or third register. The cashier should remember me.”

Me: “I’ll ask the one that’s here still, but my other cashier left for the day.”

Naturally, my cashier does not recall any transactions like this. I explain this to her.

Customer: “Well, I know I was in there earlier. Are you sure you’re looking on the right register?”

Me: “I’m on the computer looking at all of the transactions for the day and I only have one for this ice cream. Are you sure you didn’t pay in all cash?”

Customer: “No, I paid $2 on EBT and the rest in cash.”

Me: “Are you sure you only bought the ice cream?”

Customer: “Yes, that’s the only thing I bought.”

Me: “Are you sure you came to [My Store] on [Street] in [City]?”

Customer: “Yes, I know I did. I went to your store, then I went to [Pizza Place that is not near my store], and then I went home.”

Throughout the rest of the phone call, I repeat these two questions.

Me: “I’m sorry, but I can’t do a refund for you without a receipt, and I have no transaction as you’ve described.”

Customer: “Well, can you look on the cameras? I know I was in your store.”

Me: “I can, but again, I don’t have a record for this transaction so it will not show anything.”

Customer: “Well, there must be something wrong with your computer. I am going to come down to the store and I want to see the cameras.”

I repeat that this will accomplish nothing as there is no record that this transaction took place as she is insisting.

Customer: “Well, is the gray-haired lady still there?”

Me: “Ma’am, there is nobody with gray hair here tonight. Are you sure you came to this store and not [Sister Location within the same city]?”

Customer: “No, it was your store. If you won’t let me get my money back for this bad ice cream, then I am going to come down to the store with the police and I want to see the cameras.”

Me: “Ma’am, the police aren’t going to do anything because I have no record of this transaction.”

Customer: “They will do something, because what if this ice cream made someone get sick and die?”

This goes around in circles a few times.

Me: “Okay, give me your description and I will look this up on the cameras.”

Customer: “I was wearing a white shirt and have dark brown hair.”

I go and look up the transaction on the cameras, and the customer on there does not match her self-description.

Me: “I’m sorry, but the person on the cameras doesn’t match what you told me, so there’s nothing I can do. If you would like, you can call in the morning to talk to my store manager.”

Customer: “I would like to come down and look at the cameras.”

I repeat what I have already said and ask again if she is sure she came to my store.

Customer: “Yes, I know I came to your store. You’re one exit past the casino.”

Me: “Ma’am, I’m not familiar with that area, so I don’t know.”

Customer: “You’re one exit past the casino, I know it.”

Me: “Are you sure you didn’t go to a [Different Store]?”

Customer: “The [Different Store] in [City], Oklahoma?”

I’m in Arkansas.

Me: “Possibly, but I don’t really know.”

Customer: “Well, for someone who doesn’t know the area, you sure know a lot about [Different Store].”

Me: “Ma’am, that’s because we’re the same company, just different names. I have a store list right in front of me that shows that one.”

Customer: “I know it was your store.”

Me: “Again, if you would like to talk to my store manager, you can call back in the morning.”

Customer: “Well, give me his number.”

Me: “Ma’am, I can’t give you his number.”

Customer: “Why not? I don’t understand.”

Me: “I am not allowed to give out the personal phone numbers of any employees, even my store manager.”

This starts another loop. I repeat that I can’t do anything without a receipt. I also begin to repeatedly try to end the call.

Me: *Again* “You’re sure that you came to our store and not [Sister Store]? You’re welcome to call them. I can give you their phone number, just not any personal numbers.”

Customer: “I know it’s your store. There’s a liquor store right across from you.”

Me: “There’s no liquor store anywhere near us. Across the street from us is a middle school.”

Customer: “Well, the liquor store is not across from you; it’s in your parking lot.”

Me: “Again, there’s no liquor store across from us. I do not have any record of this transaction, and if you would like to, you may call in the morning to talk to my store manager.”

Customer: “You need to check your cameras. I was in there in the last two hours.”

Me: “Ma’am, it’s almost closing time and I do not have a record of this transaction. There is nothing to find on the cameras and I simply do not have the time to look through that much. What I found was because I had a time that the transaction took place and it was not you. I am going to end this call now because there is nothing I can do. You may call back in the morning to talk to my store manager. I will let him know ahead of time.”

I hang up. The call clocks in at twenty-five minutes. By this point, I am severely behind in everything I have to do before we can all leave. A couple of minutes later, who calls again but the same customer. She starts going into another loop again, once again saying she might have just talked to me.

Me: “Ma’am, I am the only one answering the phone tonight. I have repeatedly told you that I can’t do anything and that you should call back in the morning to talk to my store manager.”

I hung up. She put me behind enough that we clocked out a half-hour after closing, much later than we otherwise would have. My blood pressure started returning to normal around that time.

Half-Wit With Half A Receipt

, , , , | Right | CREDIT: mia_Harlton | April 6, 2022

I am working as a cashier at a craft store and a lady comes in to return some fabric. I ask her if she has a receipt, and she pulls out a receipt that is ripped in half. For me to pull up the transaction, I need the bar code on the receipt. Of course, that is not the part of the receipt she kept.

Me: “Ma’am, do you have the other half of the receipt?”

Customer: “No, I rip them so that they fit in my wallet.”

Me: “Okay, well, I don’t see the fabric on this half of the receipt, so did you possibly pay with a card? I can look up the transaction that way.”

Customer: “No, I paid cash. I expect cash back since I have the receipt.”

Me: “Ma’am, it doesn’t show me on the receipt how much you purchased this fabric for. I can’t help you.”

Customer: “No, your policy says if I have a receipt I can return it!”

Me: “You have… half of the receipt.”

Customer: “Well, how else would I get it to fit in here?”

She shows me the little wallet slot she puts them in. I see other torn-up receipts.

Me: “Maybe fold them?”

Customer: “Get me your manager.”

She starts whispering under her breath about how useless I am. Of course, like I’m the one that tore her receipt

My manager has been working for over forty years at this location and seems to get a kick out of dumb customers.

Manager: “Sorry, I can’t return the fabric without a receipt or a credit card to look it up with.”

Customer: “Well… how—”

Manager: “Maybe you should fold them instead of ripping them in half.”

Customer: “Excuse me? But your return policy states—”

Manager: “Yeah, and for that to happen, you need the full receipt. We don’t even know you bought the fabric from here.”

The customer starts opening the folded fabric to try and see if there is our logo or something on the seamed edge, which has ANOTHER fabric store’s name on it.

Manager: “See, that’s why we need the full receipt. This isn’t even our fabric. This is [Store].”

Customer: *Scoffs* “Well, hopefully, they will do a better job at returns than you guys!

Manager: “Not if you only have half the receipt, they won’t.”

Refunder Blunder, Part 59

, , , | Right | April 5, 2022

I’ve been working at the same hardware retail store for three years in customer service. In our store, our return policy is that you must bring the item back within ninety days unopened and unused to get a full refund. Otherwise, it will be an exchange. Simply, if we can resell it, the customer can get their money back.

Me: “Hi there! How can I help you today?”

Customer: “I want to return this.”

He passes me his clearly used item and a receipt for the same company but another brand.

Me: “Okay, so our return store policy is ninety days unopened, unused. I will just have to exchange this for you.”

Customer: “No, it’s defective. I want my full refund.”

Me: “Unfortunately, I am unable to as it was opened and used. I can only do an exchange.”

Customer: “No, give me a store credit, then!”

By this point, he is getting the attention of other customers and I really don’t want to make a scene.

Me: “Let me call a manager to discuss this with her and I may be able to give another option.”

I call my manager and she wants to see it herself. She comes up to examine the product and receipt as the man is blabbering about how horrible the product is.

Manager: “Like [My Name] said, we can only provide you an exchange, sir.”

Customer: “This is ridiculous! I’ve returned defective items here before without an issue!”

He is now shouting and gathering the attention of our long line of customers.

Manager: “How long ago was that?”

Customer: “I don’t know! A year ago.”

Manager: *Points to a sign on the counter* “Our policy clearly states—”

Customer: “I don’t care! It’s defective! Give me my refund!”

My manager has had a long day; she is exhausted and is clearly not up for arguing.

Manager: “Okay, we will give you a refund. But for future reference, we will not make this exception again.”

Customer: “About time!”

My manager leaves as I process the refund. The customer begins telling me how ridiculous our refund policy is.

Me: “Okay. If you want to insert or tap your card, you will be getting $21.00 back on it.”

Two male customers are walking out at this point and they clearly have heard the whole conversation.

Customer #2: “Excuse me?!”

He shouts from the exit to me and I look over, prepared to get yelled at again. The other customer holds up the toilet paper he just bought.

Customer #2: “If I use this, can I get a refund?”

Everyone who heard the interaction, including customers, employees, and managers, began laughing. I tried to hide my laughter the best as I could.

The man rolled his eyes, sarcastically laughing, before taking his receipt to leave.

It was definitely the highlight of my day.

Related:
Refunder Blunder, Part 58
Refunder Blunder, Part 57
Refunder Blunder, Part 56
Refunder Blunder, Part 55
Refunder Blunder, Part 54

Their Evidence Isn’t Watertight

, , , | Right | March 31, 2022

I work for a company that sells different articles that a person can wear, be it clothes, shoes, make-up, etc. If some of these items don’t live up to the standard or break too fast after normal use, the customers are welcome to contact us and claim a refund.

Before the refund can go through, we most often ask the customers to send pictures of the articles and the defects.

This customer thinks some hiking shoes they bought are not watertight even if they are supposed to be.

Customer: “After two minutes of walking in wet grass, the shoes are not watertight anymore. I have attached a random photo since there’s no hole on the shoes, so you cannot see any damage.”

And the picture? A bunch of people gathered together outside. Not a single shoe was visible anywhere. Random photo indeed, but a bit more random than expected!

Please Don’t Paint Scraper Me!

, , , | Right | March 28, 2022

About ten years ago, I was working at a national chain hardware store with a reputation for selling cheap products that break very easily. At the time, we had a return policy that 100% of returns needed a receipt. The only exception to this rule was if the customer purchased an extended warranty for their power tool, etc., which we could look up by warranty. This policy was plastered in large letters right above the cash registers. This was partially because we were working with a severely outdated register system: think old CRT computer monitors with a black screen and green print.

Unfortunately, most customers refused to get the memo on this policy, and it resulted in several screaming episodes at the register.

One day, on a particularly busy weekday morning, I was rushing to check out customers when a man came up to my register and shoved a paint scraper at my face, saying nothing. In my rush, I scanned it and move to check him out. He huffed at me.

Customer: “I’m returning it, you idiot! It’s a piece of crap!”

He pointed to a chip in the paint scraper.

Me: “Do you have a receipt?”

Customer: “Look it up! I don’t have it!”

He kept yelling at me, all the while pointing his chipped paint scraper right at my face and berating me for being stupid.

I called my manager up to the front over the intercom, and he must have heard the urgency in my voice because he showed up pretty quickly. Thankfully, the manager saw the customer pointing and shoving his chipped paint scraper at my face while berating me. He stepped in front of me, calmly explained the policy, and firmly told the customer to leave the store immediately for threatening one of his cashiers.

Thankfully, the man complied, cursing his entire way out of the door.