Taking Her Data All The Way To The North Pole

Our store does free pictures with Santa, played by our store manager, for the two weekends before Christmas every December. We have one person “checking in” customers — taking their name, phone number, and an email to send the photos to — and one person taking the photos and verifying the info.

We don’t print photos — again, it’s free — so an email is required to receive them. 98% of our customer base has an email listed so it isn’t a problem. A woman customer approaches to have her granddaughter’s photo taken with Santa.

Me: “Of course! Let me just get your contact info here.”

Customer: “Why?”

Me: “We email the photos and—”

Customer: “No, I want it printed.

Me: “Um, we don’t have a color printer in the store; it’s only black ink. We email them out and then you can print or do whatever you’d like with them.”

Customer: “I don’t want it in black and white. Who wants a black and white Santa photo?

Me: “Right. That’s why we don’t print them. If you don’t have an email, you can use someone else’s.”

Customer: *Huffs* “Fine.”

Me: “…”

Customer: “…”

Me: “Uh… what email did you want to use?”

Customer: “I have to pick one?! This is a total ripoff! You don’t print them, you ‘need’ my info… I’m about to take my business elsewhere!”

Me: “Ma’am, these photos are free. If you have a family member with an email address, that’s okay.”

Customer: “No!” *To Santa* “Get your creepy hands off my grandbaby! We’re leaving!”

The woman grabbed the child and stood in front of me for a moment, presumably expecting me to cave and magically change the way corporate set up the event. I turn the iPad we’ve been using as a camera to show her photos of her granddaughter smiling, standing beside Santa.

Me: “So, you don’t want these photos?”

Customer: “Do you not speak English? I said no!”

Me: “Okay.” *Deletes the photos* “Have a nice day!”

The woman stormed out and we crossed off her info, making sure to note that she repeatedly said she didn’t want her photos. Sure enough, a few days later, there is a complaint at the corporate office; the woman complained that her pictures were never sent and she demanded compensation.

My coworker, manager, and I all told corporate our side. They thanked us and said they would handle it. The next time she came to the store, the store manager gave her a $25 gift card for her troubles.