Banking On Them Getting To That Part Of The Fine Print

, , , , , , | Right | February 15, 2019

(I work at the admissions desk of a museum, selling entry tickets. It is an extremely busy day as it is a public holiday and the weather is nice. Even with every till open and as many staff as possible trying to get people through the doors, the waiting time for the visitors is still around an hour and a half. A small family approaches my desk to pay for their tickets.)

Me: “Hello, I’m sorry about the wait today.”

Customer: “I want to use this two-for-one voucher.”

Me: “Oh, I’m so sorry, but unfortunately we can’t accept two-for-one vouchers on bank holidays.”

Customer: “What?”

Me: “We’re unable to accept that voucher today, I’m afraid.”

Customer: “You mean to tell me that we’ve stood in this queue for two hours, and now you’re going to tell me that I can’t even use my voucher?!”

Me: “I’m very sorry about the wait; we’re extremely busy today. But it does state clearly at the bottom of the voucher that it cannot be used on bank holidays.”

Customer: “Are you stupid?! Do you honestly think that I would have stood in this queue for hours and hours and not even bothered to read this? It doesn’t say anywhere on this voucher that it can’t be used today, nowhere!”

Me: “It does say at the bottom—“

Customer: “No, it does not! I think your attitude is appalling. You’re just trying to con me out of a deal! I think you’re just trying to scam people and pocket the difference! To prove it to you, I am going to stand here and read the contents of this voucher out loud, so you’ll hear it doesn’t state that anywhere, and then I want to speak to your manager about your attitude!”

(I resisted the urge to point out that I do not work on commission and am certainly not a thief, and patiently stood there as she loudly read the entire contents of the voucher to me. At this point, she’d raised her voice enough to attract the attention of other customers in the queue. She read the spiel about how the voucher couldn’t be used with any other offer and so on, all neatly laid out in bullet points, in a large enough font… until she reached the BOLDED bullet point about the voucher not being accepted on bank holidays and abruptly stopped talking. She refused to even look at me as she handed her purse to her husband and walked away, leaving him and their very embarrassed-looking children to purchase their tickets.)

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