(I work in the electronics department. Most of our customers are not too terrible, but being a rural town has its “quirks.” As such, we have more employees that can be just as abrasive when needed. I just get to the sales floor and start doing some chatting with my colleague, when a husband and wife walk up to the counter and this happens.)
Me: “Hello, can we help you find anything today?”
Husband: “You sure as h*** can!” *points at a TV display on a main aisle* “You see them 55″ TVs? I bought one of them f****** things a week ago for [price] WITH tax!”
Me: *bobbing my head, being understanding* “Okay, and was something wrong with it? If there was we—”
(The customer’s wife pipes up.)
Wife: “Nah, nothin’ like that. WE bought it for [price]! Not THAT price!”
Husband: “Yeah, now how’s come them TV’s are [price]?! If I knew that they would be this low I woulda f****** waited!”
(Confused, I look between the two customers.)
Me: “Well, that is unfortun—”
Husband: “We want one of them reimbursements! It ain’t fair that we bought our TV, and it changed price a week later!” *at this point they both are raising their voices*
(My brain has shut off as I look dumbfounded. Both my colleague and I look at each other completely at a loss for what to do, having never been trained for what entails a reimbursement.)
Me: “All right, give me one moment.” *I call over the walkie for management and then wait*
(The husband starts ranting about how unfair it is that there was a price change.)
Husband: “We are f****** ENTITLED to a reimbursement! I can’t believe how you guys could sell us that TV without telling us that the price would change! I mean, I understand you gotta sell this s***, but this just ain’t fair.”
Me: “Yes, well, I apologize, but I have no power over that. I also want to make sure that we can make the reimbursement. We don’t normally do that kind of thing and if it had been a week ago, I’m not too certain what the cut-off is. That seems more than likely up to manager’s discretion.”
(I have lost that “Peppy Happy voice” and drop to a more “steel, serious voice”, but manage to keep the smiles, as he curses more and rants about us not being “fair” and them being “entitled.”)
Manager: *walks up in full manager-mode* “What can I do for you all?”
(We explain the situation and she gives the go ahead for the reimbursement and notifies customer service, then the couple leaves.)
Me: *I shake my head, still annoyed* “I’m pretty certain that those TV’s have been on sale for more than a week, [Manager].”
Manager: “I wouldn’t doubt you guys, but hey, maybe the receipt will do something.”
