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You’ll Be Sorry You Asked For Sorry

, , , , , | Working | September 22, 2020

I am working customer service when a customer comes up to complain about a policy issue, something I have no control over and can do nothing about.

Me: *Smiling politely* “I’m so sorry, but that is the store policy—”

Customer: *Interrupting me* “You don’t look very sorry with that smile!”

I instantly lose the smile, put a devastated expression on my face, and start speaking with a shaky, trembling voice, as if I’m about to burst out crying.

Me: “I… I am so terribly, terribly, sorry, sir. I wish there was something I could do. I feel utterly dreadful that I am forced to treat you this way… but I have no power in this situation.”

The customer stares at me in complete shock, jaw-dropping open.

I can’t keep a straight face and start laughing. Fortunately for me, the customer joins in.

Customer: “Wow, you should be an actress!”

Me: “Did I look sorry enough for you?” *Smiles brightly* “It’s true, though; I really don’t have any control of the situation. If you want to complain to the head office, I’ll give you the number.”

Customer: “No, but thanks for the laugh!” *Leaves with a smile*

If you can make them laugh, they can’t stay mad at you.

H2-Slow, Part 20

, , , , , | Right | September 3, 2020

I’m a customer service representative at my store. I am walking through the store when three young customers approach me.

Customer #1: “Um, ah, excuse me. Do you sell diet water?”

Me: “Diet water? Do you mean the flavored water or the vitamin water? They’re right down this aisle.”

Customer #1: “No, they have calories. I want diet water without any calories.”

The other two girls move on at this point.

Me: “Aah… Honey, regular water doesn’t have any calories.”

Customer #1: *Wide-eyed, seriously* “REALLY?!”

She rushed off to tell her friends the good news.

Related:
H2-Slow, Part 19
H2-Slow, Part 18
H2-Slow, Part 17
H2-Slow, Part 16
H2-Slow, Part 15

Sadly, There’s Always Room For Entitlement

, , , , , | Right | August 19, 2020

I am out dress shopping with my mother and grandmother, as grade-eight graduation is approaching. After picking out a few dresses to try on, I line up outside the change room while my mom and grandmother are browsing the store. It comes to the point when I am the only one left in line.

While I am waiting, a woman and her daughter — about my age — come up to me. The woman points to the changing rooms.

Woman: “Are they all full?”

Me: “Yeah, I’m just waiting.”

I assume that she will just line up behind me, but instead, she takes the ten or so items that she has and puts them on a nearby rack. They’re mostly dresses; I am guessing they are for her daughter as they are obviously too small for her.

She then tells her daughter to stay put as she goes around and starts knocking on the doors of all of the changing rooms. At this point, my mom and grandma have returned and I inform them of the situation. It appears that the woman has found what appears to be an empty changing room and calls her daughter over to wait by the door while she receives the clothes that she had set on the rack and proceeds to get an employee. The changing rooms are always locked from the outside and you need an employee to open them, even if they are empty.

The employee comes over and, since we are now sure of what is about to happen, my mother speaks up.

Mom: “Excuse me? I think that my daughter was first.”

Woman: *To the employee* “I have been putting all of the work in to check all of these rooms and I have found one that I can use, so I have the right to use it!”

Employee: “Sorry, but we must let her go first—” *gestures to me* “—because she was waiting in line.”

Woman: “No! I found this room and therefore I am entitled to it!”

The employee gives us an apologetic look.

Employee: “Okay, but just for next time, remember that you must wait in line.”

While this is happening, the woman’s daughter is looking uncomfortable and I don’t think that she is very happy about her mother’s actions. I myself am in shock, as nothing like this has ever really happened to me until now. I read a lot of Not Always Right stories, so I am able to recognize this as one of THOSE situations, if you know what I mean. As they enter the change room, the employee comes over to us.

Employee: “I’m so sorry about that. Come with me; I’ll see if I can find you a room.”

We thanked her and she led us to an empty change room where I tried on my dresses. I decided on the perfect one and we went out to pay for it. We were checked out by the same employee who had helped us in the change rooms and she apologized again. We thanked her and told her how we appreciated how calmly she handled the situation.

The dress ended up being about 40% off! I was very happy with my purchase, and it made everything worth it. A huge thanks to that employee for being so helpful.

Addressing The Lack Of Addressing, Part 2

, , , , , | Right | August 9, 2020

I work in online customer service for a large chain of home improvement stores. We also work with multiple third-party vendors. Due to certain restrictions, our stores cannot accept third-party deliveries, so anything our customers order directly from our vendors is shipped right to their home. This is a transcript of an online chat with one of our customers.

Me: “Thank you for contacting customer service. How can I help you today?”

Customer: “I am purchasing an item for vendor direct shipping. Where can I indicate that I would like it shipped to the nearest store?”

Me: “Unfortunately, our stores are not able to accept third-party deliveries, so that order would need to be shipped directly to your home.”

Customer: “But I want it delivered to the store. I don’t like putting my address online.”

Me: “I’m sorry about that, ma’am, but vendor direct shipments can’t be shipped to stores. There’s nowhere on the website where you can select that option.”

Customer: “Well, I’m just going to put my name and the store’s address. They have to accept it and hold it for me. I don’t want to give you my address! You’ll just sell it!”

Me: “Ma’am, I do apologize that this is inconvenient for you, but that is just not available for this type of shipment. If you put in the store’s address, the delivery will be refused and returned to the sender, and you will be charged for the return shipping.”

Customer: “Fine! I just won’t order from you, then! I can get this cheaper from somewhere else anyway, and they won’t scam me into giving my information so they can just sell it! THIS IS WHY I HATE YOU AMERICAN COMPANIES!”

We are a Canadian-based company.

Me: “I’m very sorry to hear that, ma’am. Is there anything else I can help you with today?”

Customer: “No, ma’am. I hope you have your resume updated because YOUR COMPANY IS GOING DOWN IN FLAMES!”

The chat session disconnected.

Related:
Addressing The Lack Of Addressing

It Takes An A**hole To Know An A**hole

, , , , | Friendly | July 24, 2020

My brother and I are returning from vacation and are waiting for our luggage to come off the plane. We, like literally everyone else, are standing at the carousel where the luggage comes down. We happen to be standing at the end of the carousel closest to where people disembark, so there is a large crowd of people waiting and walking past.

Despite that, everyone is waiting patiently as the luggage begins to arrive. I even help an old woman whose luggage is stuck in a pile.

Then, as we’re waiting, I hear a man behind us say loudly:

Man: “Inconsiderate.”

Not realizing he is apparently talking about us, we continue waiting. A few seconds later:

Man: “I can’t believe how inconsiderate some people are. A**holes.”

He shoves me aside and stands where I was standing.

Me: “Hey!”

Man: “Well, if it’s okay for you to stand here and block everyone, it’s okay for me to do it, too!”

Me: “What?”

Man: “You’re just standing in everyone’s way, blocking it so only you can get your luggage!”

Brother: “It’s a carousel. You can stand anywhere and get your luggage.”

Man: “You guys are just inconsiderate a**holes. You’d better hope your luggage doesn’t go past me because I’m not getting out of the way for you.”

Me: “Okay, well, we’re going to go stand literally anywhere else because it’s a carousel and we can do that. This clearly means more to you.”

We went and stood on the other side while he continued to rant and steam about us. We actually wound up getting our luggage first because we’d moved closer to the start of the belt, and we got out of there before the security guards who were watching decided to get involved!