Used To Work Here Does Not Work Here

, , , | Right | August 1, 2019

(I am the only on cash at the store where I work. As we were having a sale, it is quite busy. One woman and her teenage daughter walk up, asking to exchange a couple of skirts for some tops and a pair of jeans.)

Customer: “I would like to exchange these items. They were a gift so I don’t have a receipt.”

Me: “Not a problem; they will just be returned at the price they are selling at now. If any items are on sale, you will get the sale price and not the full price; is that all right?”

Customer: “Yes.”

Me: “Do you have a [Company Loyalty Card]?”

Customer: “No.”

Me: “All right, I’ll need some information, then.”

(I gather her name and punch it into the tills. It pops up that she has a loyalty card. After confirming that the address and information are hers, I ring through the return under the loyalty card. As I ring through the items she is buying, a 30%-off associate discount starts automatically popping up. Only managers may ring in associate transactions and the computer will not let me remove it.)

Me: “Ma’am, do you work for [Company]?”

Customer: “I did, but not for a few years.”

(I call my manager to figure out why the woman is still in the system as an employee and switch tills to ring through others waiting.)

Manager: “You no longer work for [Company]?” 

Customer: *getting upset* “No, this always happens to me, too!”

Manager: “Well, I will call the home office and get you removed from the system.”

(My manager picks up the phone and begins to call the home office and sort through the situation.)

Customer: “THIS IS A WASTE OF MY TIME! THIS ALWAYS HAPPENS TO ME! I JUST WANT TO EXCHANGE THESE ITEMS AND LEAVE!”

Me: “We can’t exchange items without your information, and the computer has you registered as an employee, so it is giving you a discount on the clothes. We cannot exchange these items for you without the information.”

Customer: “I HAVE DONE THIS BEFORE! YOU DO NOT NEED THIS!”

Me: “Ma’am, the computer will not let us return the items without your personal information, and we cannot sell you the items with a discount if you no longer work for the company.”

Customer: “WELL, YOU GUYS DON’T NEED ME HERE TO DO THIS! CALL AND SORT THIS OUT WHEN I’M NOT HERE! THIS IS A HUGE WASTE OF MY TIME!”

Manager: “Ma’am, we are calling so this never happens to you again. We are sorry for the delay but we are trying to save you time in the future.”

(The customer starts yelling and swearing at my manager and me about wasting her time and the fact that she has exchanged items without this hassle before. When we finally remove her from the system, she is furious.)

Manager: “There you are. Now the total is [price of clothes].”

(It turned out the customer was buying things with her employee discount that was never taken out of the system and returning items without a receipt to receive more money back.)

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