Roaming For The Answer

, , , , , | Right | March 6, 2019

(This takes place during the recent romaine lettuce recall before the CDC was able to trace where the contaminated lettuce was coming from. My boss overhears this snippet as he is walking by a table:)

Customer: “You would think that they would have this figured out by now, with the lettuce coming all the way from Romania!”

(We don’t know if the customer was serious or joking. Hopefully joking, but I have strong suspicions she was serious.)

Unfiltered Story #142169

, , , | Unfiltered | March 1, 2019

( I am a front desk agent at a hotel that’s located right off the main parkway running through town. I’m working third shift on this particular night.) 

Me: Thank you for calling (hotel name) this is (my name). How may I help you?

Customer: Yes, I need directions to your hotel. I have a reservation under (their name.)

Me: Yes sir, I do see your reservation. (I then give directions to the hotel. These directions are very simple. You get off the interstate and stay on the same road for 5 miles until you reach the hotel, which is facing the road with a well-lit sign.)

(Over an hour goes by when I receive this call.) 

Customer: This is absolutely ridiculous! I’ve driven miles past where YOUR hotel is SUPPOSED to be only to arrive and find a sign on the door saying the lobby is closed until 7:00 am. How the hell am I supposed to check in?

(This takes me off guard and I actually look outside, knowing there is no sign on the door and it isn’t locked. There also isn’t anyone waiting outside.)

Me: I’m sorry sir but I’m right here at the front desk. There is no sign on the door and our lobby is open 24/7. What businesses do you see around you?

Customer: Ugh! If you’d given me better directions I wouldn’t be out on a wild goose chase. (He complains a bit more then finally tells me what’s around him.)

Me: Okay sir, it sounds like you’re at (different hotel chain a few miles past us that does in fact close their lobby at night. I give him directions to the hotel from his current location.)

(I get a call roughly 15 minutes later from the same customer.)

Customer: Finally! It’s you again! I don’t know what kind of tricks you people are trying to play but I’m tired of it! I’m standing here at the front desk trying to check in and they claim that I don’t have a reservation and they’ve never even heard of you! 

Me: Sir, I am at the front desk desk and I am working alone. Is it possible you’re at another location?

Customer: Are you f****** kidding me? Of course not, I am at the ( same hotel chain) and that’s where i am supposed to have a reservation!

(There is another hotel that shares the same, popular, chain name in the town right past us. I look up the number and call on my cell phone while the man is still ranting and raving; I have him on mute on the work phone.)

Me: Hi, this is (my name) at (hotel name/ location). Is there a guest there by the name of (customer’s name) who is trying to check in but doesn’t have a reservation?

Other desk clerk: Yes… (she sounds kind of relieved as I explain the situation to her.I ask her to put the guest on the phone when he finally stops talking.)

Me: Hello sir. It appears you’re at the (same hotel chain) in (city name). Your reservation is for (hotel name/ correct city name). I’ll be happy to give you directions back to our location.

Customer: Oh no! I’ve had it with your directions! You’ve already gotten me lost twice tonight and I’m too tired to drive back there anyway! I’m staying right here!!

Me: 
(fed up from this man’s stupidity but still being professional)
I can cancel your reservation sir but you will be charged for tonight’s stay as it is past the 48 hour cancellation policy. 

Customer: It’s the same hotel! You don’t have to cancel the reservation! Just change the location!

Me: That isn’t possible sir. The hotels share the same franchise name but they are independently owned and operated. If you’d like to keep your reservation here I’m sure the desk clerk there will print you directions to get back to our property. It’s only 15-20 minutes away.

Customer: No! I’m not staying at your hotel and I’m not driving one more minute! Cancel the damn reservation since you’re refusing to help me! 

(He hangs up on me without giving the front desk clerk a chance to relay whether or not she will be able to accommodate him. I charged him for the room for one night. The cherry on the cake? He came in the next day, mercifully while I wasn’t working, and demanded he be given the room he paid for from the previous night. He received nothing!)

This Couponer Can Can It

, , , , | Right | February 26, 2019

(Lately, our store has started a “buy one bag, get two cans free” deal on several dog and cat food brands. However, corporate had the brilliant idea of designing all the sales signs so the “buy one” and “get two free” parts were in large, prominent writing, while the “bag” and “cans” parts were in tiny writing. Sure enough, I end up having to deal with all the angry customers, as a result.)

Cashier: *paging* “Manager to register one.”

(I rush over and see a lady yelling at my cashier. Meanwhile, her four children are running around the store making an even louder fuss.)

Me: “How can I help?”

Customer: “The price is wrong on these bags of dog food! It’s supposed to be buy one, get two free!”

Me: “Sorry, it’s actually buy one bag, get two cans free.”

Customer:No, it’s not! I’m an extreme couponer! I know what I’m talking about! It’s buy one bag, get two bags free! I’ll show you!”

(I let her lead me to one of the sales signs.)

Customer:See? It says it right there!

Me: “It says, ‘Buy one bag, get two cans free.’ See?”

(I pointed at the words, “bag,” and, “cans.” In response, she THREW her bags of dog food at me and stormed out of the store with her children. For some reason, she took an empty cart out with her and left it in the middle of the parking lot when she drove away. Payback, I guess? I can understand being frustrated at the misleading sales signs, but you’d think an “extreme couponer” would have the sense to read the fine print… and also maybe not throw heavy products at people.)

Hiring A Bunch Of Whistleblowers

, , , , | Right Working | February 7, 2019

(I’m one of the two managers on duty at a pet store, and I have just stepped out of the office near the registers. The other manager is nearby and talking with one of our groomers, but I glance up when I see a male customer leave the building and suddenly come stomping back in.)

Customer: *yelling at my male cashier* “Did you just whistle at me?”

Cashier: “No?”

(The customer barges into my cashier’s space at the register, getting inches from his face, yelling about his attitude, and I rush in to intervene. Though I’m female and far smaller than my cashier, I try to step in between them.)

Me: “Is there a problem?”

Customer: *ignores me and keeps yelling at my cashier* “Where’s your manager?”

Me: “I’m a manager. What’s the problem?”

Customer: *finally directs his anger at me* “Do you let all your employees behave like that?”

Me: “Behave like what? What happened?”

(The customer seems to realize that he actually doesn’t have an answer to my question, and he storms back out of the store. At first, I’m glad to see him leave, but then my cashier decides to be really stupid.)

Cashier: *cheerfully and loudly* “Good-BYE!”

(I groan inwardly. Sure enough, the customer comes storming back in again.)

Customer: *at me* “Do you seriously let your employees behave like this? Being all smarta**?”

(I just want the guy out of my store so I don’t have to explain to the police why he and my cashier got into a fistfight. By now, the other manager has reached the register and seems to silently agree with me.)

Me: “No, sir.”

Other Manager: “Not at all, sir.”

Cashier: *cheerfully* “What did I do?”

Customer: *making wild and threatening gestures at my cashier* “You! Stop talking! I’ve had it with your attitude!”

Cashier: *still smiling* “I didn’t do anything wrong!”

Me: “[Cashier], shut up.”

Other Manager: “We’ll deal with [Cashier], sir.”

(The customer continues to rant about our cashier’s attitude, the other manager and I keep attempting to placate him, and our cashier continues to butt into the conversation, which riles the customer up and starts the cycle all over. After a few rounds of back-and-forth, the other manager and I win out. The customer finally leaves.)

Me: *spinning to practically snarl at my cashier* “The guy was a huge jerk, but you were not helping!”

(Right on cue, the work phone rang. I was the unlucky one who answered, and sure enough, I had to endure another earful from the same customer about “that kid with the attitude.” The cashier ended up quitting for unrelated reasons a few weeks later to sell home security systems. We heard he nearly got in another fist fight on one of his first days. Also, that “whistle” the customer heard? We puzzled out later that it wasn’t the cashier; it was the other manager’s ringtone.)

Shedding Away Any Extras

, , , , | Right | February 5, 2019

(When I get to work, my manager is checking in a German Shepherd Dog. It is newly spring, and all of the double-coated dogs are shedding. Because of this, we are trying to talk all the dog owners into getting the de-shed package, which is a product we all use on our own double-coated dogs. We highly recommend it, as it is a great product and well worth the money. My manager is attempting to explain this to the owner of the GSD, who is very belligerent and just starts saying over and over that she was quoted a certain dollar amount and will not pay more than that. Her hands are tied, so my manager proceeds to sign the dog up for a basic bath and nail trim. My coworker is assigned the dog, and this takes place after the owner has returned for the dog, paid for it, and walked out with it.)

Owner: “I have a complaint to make!”

Me: “Oh? What’s going on?”

Owner: “My dog was just in here, and she’s scratched me up all over my leg!”

(She lifts her leg up to show scratches down it.)

Me: “Did you get the nail grinding?”

Owner: “No, and that’s the other thing: I don’t know what all this stuff is, but she never got any of it! I was told that she’d have a de-shedding treatment, and that her nails would be ground down, and that she would look so good, and no one has delivered on any of these promises!”

(I now recognize her as the “I’m only going to pay X amount!” lady, and the light dawns.)

Me: “Oh… right. Yeah. Well, you didn’t ask for the de-shedding package. You said you weren’t going to pay more than [price].”

(My coworker who worked on the dog has now migrated to the check-in area of the salon.)

Coworker: “Yeah, we offer those things, but you have—“

Owner: “I know it’s extra! I said I wouldn’t pay extra, but that lady told me that she’s not supposed to shed now!”

Coworker: “I’m sorry you’re not happy, but—“

Owner: “No, I’m not happy! I was promised the moon and I got nothing!”

Me: “Ma’am, you were offered [de-shedding package] at check-in, and declined to pay for it. We aren’t—“

Owner: “I’ve never heard that word until just now! I wasn’t offered anything!”

Me: “You declined to pay extra.”

Owner: “Well! I’m not going to pay more than I was quoted.”

Me: “Okay. There’s nothing we can do for you, then.”

Coworker: “I hope you have better luck elsewhere.”

Owner: “I already have! Yes! I have! I just came here because I thought you might have more experience!”

Coworker: “I have six years of experience, but I’m not doing a service that I’m not getting paid for. Good night.”

(We’ve always been really careful about letting people know on the phone that a quote is just a ballpark figure and that we will assess the dog’s coat and overall health and behavior and that the price could go up or down, but now we’re even more cautious and repeat it over and over!)

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