Doesn’t Understand The ‘Custom’ Part Of Customer, Part 10

, | Adelaide, SA, Australia | Crazy Requests, Extra Stupid

(The store I work in is located in a large mall. Occasionally we get calls asking for directions to our store located in the mall, and when I answer this call I assume that’s where the conversation is headed at first. Note that I’m on my own in the store at this point, because my coworker is out the back on her lunch break.)

Me: “Thanks for calling [Store]; you’re speaking with [My Name].”

Customer: “Are you near [Store Next Door]?”

Me: “Yes, we’re right next door.”

Customer: “Oh, good. Could you pop in there and speak to them for me? I’ve been trying to call them about my order but no one’s picking up the phone.”

Me: “I’m sorry; you want me to go next door?”

Customer: “Yeah, just go in real quick and ask them to check on my order for me. My name is—”

Me:” I’m sorry, ma’am, but I can’t leave my store at the moment. You’ll have to call [Store Next Door] back to check with them yourself.”

Customer: “They’re not answering the phone, and I’ve been trying for ages. You’re right next door. Just go and check with them.”

Me: “As I explained before, ma’am, I can’t leave my store right now. I’m sorry, there’s nothing I can do to help you.”

Customer: “This is ridiculous. You’re just being lazy. This is terrible customer service!”

(The caller hangs up the phone before I get a chance to reply and I go about my day unaffected, until the phone rings again not ten minutes later…)

Me: “Thanks for calling [Store]. You’re speaking with [My Name].”

Customer: “Yes, hi. I was wondering if you could help me. I’m trying to get in contact with [Store Next Door] and they’re not answering their phone. I guess it must be a little busy over there. Would you mind popping next door and checking on my order for me?”

Me: “Ma’am, did you call about this just a moment ago?”

Customer: *flustered, since I’ve caught her out* “No. Look, I don’t know what you’re talking about. My name is [Customer]. Can you just pop next door and check on my order for me? I’ll hold the line.”

Me: “I’m sorry, ma’am, but as I told you the last time we spoke, I cannot leave my store to check on your order. I’m on my own at the moment, and I have to serve customers here.”

Customer: “I’m a customer! Why won’t you help me?”

Me: “Are you interested in purchasing products from this store?”

(The customer promptly hung up on me.)

Related:
Doesn’t Understand The ‘Custom’ Part Of Customer, Part 9
Doesn’t Understand The ‘Custom’ Part Of Customer, Part 8
Doesn’t Understand The ‘Custom’ Part Of Customer, Part 7

Doesn’t Get The Sticking Point

| Australia | Extra Stupid, Money

(I work in a clearance store. We start selling last year’s left over Christmas stock mid-year and in the lead up to Christmas, all of it discounted. The sales change on the regular, however, and sometimes prices drop or increase with very little warning. When this happens we have to be really careful about stickered items that are lower than the scanned prices to make sure all of the stickers get removed. Human error sometimes means we’ll miss one or two items and have to drop the price for customers on the items still stickered. A woman approaches the counter with three packets of Christmas napkins, two in a smaller size and one in a larger size, but all with the same design. She puts down the largest packet and asks what the difference in price is.)

Me: *scans item* “This one is [price].”

(The woman then puts one packet of the smaller napkins on the counter and asks it to be scanned for price. It scans as a dollar less than the larger napkins. This is when she shows me the third packet of napkins, which have a sticker for $2 less than the scanned price.)

Me: “Ah, yes, I do apologise for the confusion. The smaller napkins have gone up in price to [scanned price]. You’re more than welcome to have that packet for [stickered price], though, since the sticker hasn’t been removed.”

Customer: “So, they’re both [stickered price]?”

Me: “No, they’re both [scanned price], but since we missed the sticker on that one, you can have it for the stickered pri—”

(Apropos of nothing, the customer heaved an over dramatic huff, rolled her eyes, and threw all three packets of napkins on the counter. She then turned on her heel and stormed out of the store, shouting about incapable salespeople as she went. I’m still not quite sure what I did wrong, exactly…)

They’re On Your Coat Tails

| England, UK | Crazy Requests

(Please note that our store has no computer system to check if we have an item in stock and the only way to do so is to look round the store. Whilst the items have codes they do not help us unless we have the item in front of us to check it is the right one. During a busy period I answer the phone.)

Me: “Good afternoon, [Store]. [My Name] speaking. How may I help?”

Caller: “Hello, I was wondering if you could look for an item for me?”

Me: “Of course, could you describe the item for me?”

Caller: “It’s a grey coat.”

Me: “Okay, I’ll have a look and see what coats we have. Could you give any more details about it? Is it [Store Brand] or [Other Brand]?”

Caller: “It’s definitely [Store Brand]; I can give you the code, if that helps?”

Me: “Okay, I’ll have a look. I’m afraid the code won’t help unless I have an item in front of me because we have no computer system.”

Caller: “Well, do you want the code?”

Me: “No, the code won’t actually help me just yet. I’m just looking to see what we have; can you tell me anything more about the item?”

Caller: *starting to sound annoyed* “It’s mid-grey. Look, can’t I just give you the code or something? It would be much quicker!”

(I have now been looking through all our Store Brand coats and have found nothing to match the description, so just in case she was mistaken I look at the Other Brand coats.)

Me: “Like I said earlier, I am unable to look up the code for the item so it really wouldn’t help me right now. Sorry.”

Caller: “For god’s sake, can’t you just find the d*** thing?! I’m reading out the code now!” *reads code*

(I have now been on the phone to her for about 15 minutes and still find nothing.)

Me: “I’m very sorry, but I’m unable to find anything that matches the description you gave me. I don’t think we have the item in stock.”

Caller: “I know you do; I’ll just give you the code again.”

Me: “I’m sorry, ma’am, I can’t find anything anywhere. Either you can try and describe the item further or you could contact another store or look online. I’m sorry; we don’t have it.”

Caller: *sounding very annoyed* “Fine. I’ll just find it somewhere else. Bye.”

Me: “Goodbye, thank you for calling. Sorry I couldn’t be more help.”

Caller: “Whatever.” *hangs up*

(Later on my supervisor answered the phone from the manager of a nearby store. Apparently the woman had phoned them to complain about me and try to get me fired, claiming that I was rude and didn’t even look for the item. It turned out that the coat was a brand that we don’t even carry, so naturally we didn’t have any. My supervisor and all my other colleagues had seen me running backwards and forwards looking for the coat and so knew there was no truth to her complaint. In fact, my supervisor even bought me a pack of biscuits for my trouble and politeness to the woman.)

The Problem Is A Few Sizes Bigger Than It Should Be

| NJ, USA | Crazy Requests, Extra Stupid

(I work at a clothing store where ALL our merchandise is special order – meaning we sell nothing off the rack. We cater almost exclusively to women’s formal wear for weddings.)

Me: *answers phone* “Thank you for calling [Store]. This is [My Name]. How may I help you?”

Caller: “Um, hi. So, I ordered a bridesmaid’s dress from you guys, and I need a new dress.”

Me: “A new dress? Is something wrong with this one?”

Caller: “It doesn’t fit.”

Me: “Okay, well, when’s the wedding?”

Caller: “September 27th.”

(This all happens during the first week of September.)

Me: “Ah. Well…”

Caller: “Do you think I’ll be okay with the timing and everything?”

Me: “Let me do a mock order and check. *types info into the order system* “Ok, well… It looks like if you ordered the dress today, it wouldn’t even be shipped until the 26th.”

Caller: “What about with rush?”

Me: “That IS with the rush. And even if you paid for the overnight shipping, it wouldn’t get into the store until the 28th or 29th.”

Caller: “But that’s after the wedding!”

Me: “I understand that. There isn’t sufficient time to get your alterations done with us, but maybe if you take it to a tailor they can let it out a size or so.”

Caller: “I need it let out more than a size. I’m telling you, I need a whole new dress.”

Me: *suspecting something isn’t quite right here* “Let me check your file, see if there’s something there that can help. If not, I’ll get one of my managers to help you.” *I scan through caller’s account with us until I find what I already suspected would be there* “Okay, [Caller]?”

Caller: “Yes?”

Me: “When you ordered the dress back in March, do you remember what size you were measured for?”

Caller: “Not specifically.”

Me: “According to our records, you were measured at a 20W.”

Caller: “That sounds right.”

Me: “It also says you declined to order that size. Do you remember what size you ordered?”

Caller: “The dress I picked up was a 12.”

Me: “That’s because you ordered a 12.”

Caller: “And it’s way too small! I need a new dress!”

Me: “Okay, [Caller]. Given the circumstances, I’m afraid there isn’t much we can do. There just isn’t enough time, and frankly, you chose to order a size significantly smaller than what you were measured for.”

Caller: *unintelligible crying and screaming*

Me: “I understand you’re upset and frustrated. However, there really isn’t much we can do for you. I’ll still leave your name for our store manager and have her give you a call, okay?”

Caller: *sniffles and mumbles a goodbye before hanging up*

Me: *to coworker who heard my half of the conversation* “You just can’t make this stuff up.”

Both Taking A Uniform Approach

| Spouses & Partners

(I am shopping in a department store where the employee uniform is a red shirt and khaki pants. A middle-aged couple is next to me and the husband approaches a nearby young man talking to a group of friends. The young man is wearing a red t-shirt and dark green pants.)

Husband: “Hey, there, where do you keep the hats?”

Young Man: “Sorry man, but I don’t work here.”

Husband: “What? Oh! I guess you gotta be careful, wearing that red shirt in here!”

Wife: “Dear, you look like YOU work here.”

(The husband looks down – he is wearing a red shirt and khaki pants in the same style as the actual store employees.)

Husband: “Well, dang…”

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