And That’s How The Scam-Cookie Crumbles

, , , , | Right | February 22, 2018

(My store has a double money-back guarantee on all store brand products, which includes bakery items. Many customers take advantage of this generous refund policy, and in particular we have a customer who will buy our most expensive on-shelf bakery item — 48 cookies for $20 — and then return it minutes later saying the cookies are undercooked. Cashiers are not allowed by policy to call out people on bad returns like this, but my supervisor has finally had enough and tells me to call him over if she tries her scam again. Two days later she does, of course, so I call him over and take a step back from the register to let him handle it. I see my supervisor shove something in his pocket on his way over.)

Supervisor: “I understand you want to return these cookies? Again?”

Customer: “What? What do you mean, ‘again’?”

Supervisor: “This is the fourth time this week you’ve bought our cookies and returned them not even ten minutes later.”

Customer: “That’s absurd! I haven’t been in this store in almost two weeks!”

(My supervisor reaches into his pocket, and I see what he had hidden there: a photocopy of all of her purchase receipts that week — we keep receipts after a refund — including the refund receipts, and wordlessly holds it out for her to see. She reads the paper, growing more furious with each word.)

Customer: “Well, so what if I’ve returned these cookies before this week?! It’s not my fault you have bad cookies!”

Supervisor: “You’re more than welcome to buy a [Name Brand] package if our own brand isn’t satisfactory.”

Customer: “NO! I want these!”

Supervisor: “Then take them. If you want them, then you don’t need a refund right?”

Customer: “No, I do! I want these cookies, but they’re always undercooked and soft!”

(My supervisor flips open the box, grabs a cookie, and holds it at eye level. Right in front of the customer, he breaks the cookie in half with an audible snap.)

Supervisor: “Hmm, weird. They seem perfectly cooked to me. Maybe even overcooked.”

Customer: *shrieking* “Get me the manager right f****** now!”

Supervisor: *gleefully* “No, I don’t think I will. You’ve stolen over $100 from us this week alone, and now you’ve sworn at me. You need to leave.”

Customer: “YOU B******!”

Supervisor: “Get out of my store or I’ll carry you out.”

(My supervisor is not a small man, and the customer can clearly see that. She hesitates a moment longer, then lunges over the counter and SPITS on the cookies before sprinting out of the store. My supervisor tosses the cookies in the trash and turns to me, grinning.)

Supervisor: “I guess that’s how the cookie crum–“

Me: “Don’t you dare. I’m just glad she left. So, you think she’ll try it at [Sister Location]?”

Supervisor: “Hopefully she’s not that stupid, but I’ll call them.”

(She was that stupid, of course, and when I went to our sister location to do my own shopping a week later, I was informed that she had been banned from not only us and them, but from every store in our district; that’s 24 stores that she can no longer steal from!)

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