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There Is No Escape From The Terms And Conditions, Part 2

, , , , , | Right | July 9, 2020

I work customer service in a store where coupons are common and almost always used. They’re always off “one single item,” but there are the rare “off entire purchase” coupons. If customers forget their coupons, we always try to get them to come back and do an adjustment to their receipt.

Me: “Hello, what can I help you with today?”

Customer: “I was in here a few days ago and I forgot my coupon.”

Me: “Ah, coupon adjustment.”

Customer: “Yes.”

She hands me the long receipt with the coupon and I look and see it’s only off one single item.

Me: “I assume you want it off the highest-priced item?”

Customer: “No, I want it off the entire order.”

Me: “This coupon is only for one single item.”

I point to where it says that on the coupon.

Customer: “Unbelievable! Your store always does this to me! Why can’t you guys just hold coupons behind the counter like [Competitive Store]? Or better yet, just drop the prices 20% and get rid of the coupons! Your store always complicates things!”

She grabs her receipt and coupon and walks out the door. I then turn to my coworker.

Coworker: “They don’t realize you’re doing exactly what you were trained to do.”

Me: “They act like I have control over pricing and coupons.”

There Is No Escape From The Terms And Conditions

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