When The Customer Is Not Always Right, Everything Else Is

(Our old store manager is notorious around our town for caving into abusive customers and giving them whatever they want, no matter how crazy their requests are. Head office recently “redistributed” him to a lower position at another store, so we have a new store manager who, unlike our previous one, stands up for the workers. This takes place during her first week.)

Me: “Hi. How are you?”

Customer: “I want to return this and I don’t have a receipt.”

(The customer places a large container of olive oil on the register, but it’s our competitor’s brand.)

Me: “Oh, I’m sorry, but it looks like you bought this at [Competitor]. We can’t actually do refunds on things purchased from there.”

Customer: “Bulls***! You do price matching, so it’s pretty much the same as that. I paid around $20 for this, so refund it.”

Me: “As I said, it’s not a brand we sell, so I cannot refund it.”

Customer: “Get me [Old Store Manager], now!”

(I call up our new store manager. The customer stands there calling me every four-letter word you can imagine until the manager walks over and I explain the situation to her.)

Manager: “As you purchased this item from our competitor, you will need to go to them for a refund.”

Customer: “Who the h*** are you? Get me [Old Store Manager].”

Manager: “He no longer works in this location, ma’am, and I am the new store manager here.”

Customer: “Well, then do your job, you [long list of swear words]; otherwise, I’ll smash your face in, and his!” *pointing at me*

Manager: “If you think you are going to get away with this BS, you are sadly mistaken.”

(Our manager pulls out her phone and takes a picture of the customer.)

Customer: “What the h***?”

Manager: “As you have just threatened me and my employee, I am taking your picture to show the police when they get here. Furthermore, I will give this picture to all of my staff, including security, to ensure that you are denied service here any longer. Plus, I will send this picture to all our surrounding stores, as well as our competitor, so they are aware of your violent streak.”

Customer: “I don’t have time for this.”

(The customer left the store in haste and left her olive oil on the counter. She tried to shop at our store two more times that I know of, but each time was stopped by security. Our new manager, needless to say, has stopped a great majority of abusive customers in the past few weeks. It’s been great.)