Unfiltered Story #163233

, , , | Unfiltered | September 13, 2019

(I’m a customer, looking around a well-known retail store. It’s 2014, so there’s plenty of Frozen merchandise around the place. As I’m leaving, I couldn’t help but notice one customer checking out. He was 18 or 19, and was purchasing a poster of Elsa and a Frozen-themed box of tissues.)
Cashier: *scanning the items* These are some…peculiar items you’re getting today.
Customer: *now completely nervous* They’re for my niece, I swear!
(Neither I nor the cashier believed him)

Does Not Want To Associate With Us And That’s Totally Fine

, , , | Right | September 12, 2019

(Having recently been promoted, my first task is to contact a list of customers to say hello and let them know I will be taking over the position. While I know why my predecessor is no longer with the company, I am not allowed to tell the customers that I know this, or why she left. Most customers simply accept this and we get on with our conversation. This particular customer is an exception.)

Me: “Hi. My name is [My Name] and I’m calling from [Retailer]. Can I speak to [Customer], please?”

Customer: “Why?”

Me: “I’m taking over for [Previous Associate] and I thought I’d reach out to you to—”

Customer: “What happened to her?”

Me: “Oh, uh, unfortunately, she is no longer with the company and I’ve taken over.”

Customer: “Why’d she leave? Was she fired?”

Me: “I’m sorry, I wasn’t here when she left. I can’t say.” *which isn’t a lie*

Customer: “But you know?”

Me: *fake laugh* “I’m afraid all of that is above my pay grade, sir.”

Customer: “Well, what if I want her?”

Me: “Then I can have my manager contact you to see what we can do. May I ask why you wouldn’t want to continue? I understand some customers are loyal to certain associates but—”

Customer: “How about you tell me where she went, and I won’t call corporate on you for being such an ignorant b**** to me.”

Me: “I’m only working within the rules of our company, sir. I’m sorry for the inconvenience.”

Customer: “Then you’ve just lost a f****** sale!”

Me: “Okay, then. Have a nice evening.”

(I hang up before he can say anything else and email my manager immediately to let her know she will probably be hearing from him. I am right; the next day I come to work, my supervisor tells me that the “gentleman” — in air quotes — called corporate to say that I was being belligerent and harassing him. He demanded compensation, so corporate left that to my manager. She is passing it on to me to decide what would suffice.)

Me: “So, he gets rewarded for throwing a fit… because I refused to risk my job by talking about the employment status of another associate?”

Manager: “Well, you probably shouldn’t word it that way. But… yes.”

Me: “Okay. He can have a refund, minus the prorated time [Previous Associate] spent working with him.”

(We do the math and ask him to come in for his refund. On his $6,000 project, he receives a refund of about $500. My manager and I walk through each line to be sure he understands. At the end of the conversation:)

Me: “Well, [Company] is sorry to lose your business, sir.”

Customer: “Do you know who called me? I’d like to punch that b**** in the face.”

Manager: “What?!”

Me: “Uh. Because…?”

Customer: “Because I can.”

Manager: “You absolutely cannot.”

Me: “Please leave.”

Customer: *stepping into my personal space* “You gonna take her place?”

Manager: “I don’t think she can take her own place. But I can call the police and tell them you just threatened to assault her.”

(The customer shoves past me toward the front door. I am not really hurt but he does body check me with his shoulder as he passes and I stumble back a few steps.)

Manager: “Want me to call the police?”

Me: “No. He’s not worth it. I’d rather never see him again.”

Manager: “You are such a good grownup.”

Me: *laughing* “Well, by now, I’d hope so.”

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Unable To Steal Yourself Away For Even A Moment

, , , , | Working | September 12, 2019

(I’m coming off of a busy shift. I go straight to the registers from clocking in and only leave for two very rushed bathroom breaks. I’m heading out, and due to recent employee thefts, we all have to show our bags for a check. As I approach my manager, she waves me to the door.)

Manager: “You haven’t left the registers since you got here. If you managed to get anything worth stealing, have it.”

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Not The Photo Finish You Were Expecting

, , , , | Right | September 12, 2019

(The membership-based shopping warehouse where I work does not have a photo center, but does receive photos that were ordered online. I am responsible for the photos as they arrive — organizing a list of photos that have arrived with phone numbers and names, finding a home for them, organizing them alphabetically by last name, calling the customers when the orders come in, etc. Just before Valentine’s Day, one woman makes an order for a photo, but doesn’t come in to collect it. In early March, one of my coworkers calls the woman and leaves a message.)

Coworker: “[Customer #1], my name is [Coworker], calling from [Store]. Your photos have arrived and will be waiting at the service desk.”

(A few weeks later, in late March, I call her again and leave an almost identical message on her machine. I call again after a few more weeks and finally reach her. It’s now May 1st.)

Me: “My name is [My Name], from [Store]. I’m calling for [Customer #1] about some photos we have been holding for you. If you still want them, I have them at the service desk. Or I can destroy them for you, since they are unpaid.”

Customer: “Well, what are they? It’s been so long I don’t even remember what I ordered.”

Me: “I honestly don’t know, ma’am. I didn’t open the package to look.”

Customer: “Oh, okay. I’ll be there to pick them up.”

Me: “Thank you, ma’am. Have a great day!”

(I hang up and think nothing more of it. Three days later, a woman comes to the service desk.)

Me: “Hi, how can I help you?”

Customer: “I’m here to pick up photos.”

Me: “For whom?”

(She gives me one first name and two different last names which both start with the same letter. I grab my photo records and check for the last names she gave me. They’re not there. Just in case I missed a delivery on one of my days off, I open the cabinet where we keep the photos and look under the last names she gave me. Nothing. I turn back to her with my photo list.)

Me: “When did you order them? Sometimes th–”

Customer: “I don’t know. It’s been so long.”

Me: “What was the name again?”

(She repeats the two names she gave me.)

Me: “Well, I have something for [Other Name]…”

(I think it’s a long shot — same first name, but different last name.)

Customer: *frustrated* “Yes! That’s it!”

Me: “Oh, okay!”

(I grab her photos from the cabinet.)

Me: “These haven’t been paid yet. I need your membership card.”

Customer: “Which ones are they? I had to go to [Other Location] to get them; it took so long.”

Me: “Let’s open it together.”

(I carefully open the envelope and remove a small canvas and cardstock frame.)

Customer: “Oh, I’ll take that one.”

Me: “Okay, I need your membership card.”

(She thrusts her card at me and starts shifting impatiently, talking about how she came here with her dad several times and we never had her order. As I apologize for the inconvenience, I scan her membership card and the barcode on her photo envelope. As I do so, I notice the name on her card matches her photo order.)

Me: “Oh, you know, when you place an order, the name on it will match your membership. If you don’t change your name with us when you legally change it, it won’t update on your card or your orders. You know, that might be why we couldn’t find it before. But I’m sure we called you. In fact, I know I left a few messages…”

(Her expression darkens immediately.)

Customer: “I don’t see why you’re being so rude!”

Me: “I’m sorry? I’m not trying to be ru—”

Customer: “Yes, you are!”

Me: “Oh, no, ma’am, I’m definitely not trying to be rude. I was just—”

Customer: “No! You’re being rude!”

Me: “I— I’m sorry?”

Customer: “We tried! And you said! My mother had cancer!”

(Stunned, I try not to anger her further. I hand her the receipt for her transaction and she tries to snatch it from my hand, twice.)

Me: “I hope your mother recovers.”

(She yanked her shopping cart back toward herself and stormed away, still fuming. To be honest, I was freaking out a little when she left. Customer complaints do lose people jobs for no good reason, after all!)

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Unfiltered Story #163221

, , | Unfiltered | September 12, 2019

(It has been a long and stressful shift. Five of the self checkout machines keep shutting off, along with the rest of the front end registers. Of the three machines still working, one can only accept card payments, and informs you of this at the beginning of the transaction. However, many customers ignore this. A customer has just finished scanning his items and is now at the payment screen. Unfortunately, he has cash in his hand. I notice him looking frustrated that cash isn’t showing up as an option and head over to him as quickly as possible.

Me: Sir, I’m sorry, but this machine can only accept cards at this time.

(As I have just taken over the self checkouts, this is the first time I get a good look at the machine. I notice that it does not have the usual signs (that also often go ignored) informing people that it can only take cards.)

Me: Oh, I’m so sorry, it looks like the person before me didn’t put up the signs.

(I prepare to suspend his transaction so that I can finish it at my paystation, but the customer speaks up before I can tell him this)

Customer: So what do I do now? Do I have to redo this? If you don’t do something, I’m gonna just walk away.

(Although his dramatic attitude is getting on my nerves, I do my best to be polite yet firm.)

Me: *Sir,* all I have to do is suspend this and bring you over to my paystation and take your payment there. That’s it; you don’t have to rering everything, because it will give me a slip.

(As I say this, I finish the suspension and guide the customer to my paystation. I scan the slip from the machine and take his cash. Another customer approaches the machine as I do this.)

Customer: (as I am placing his money in the drawer and getting his change) Better hurry up, someone else is doing it.

(Before I have a second to respond, he repeats it twice more. I am fed up and pretty much throw politeness out the window.)

Me: I got it, sir.

(He finally leaves and I retrieve the sign I need. The woman on the machine after him was using a card, and no one else had his issue. People need to learn to read!)