When Their First Step Is To Call Corporate, Worry

, , , , | Right | February 18, 2020

(I work in a lingerie store at the mall. We have a store policy that we cannot accept screenshots or pictures of coupons, only the physical coupon or the email in which the coupon was sent. Usually, when I explain this to customers, they totally understand and everything is fine. Then, there’s this lady. I’m ringing out her items and she hands me her phone to scan her coupon. I see that it’s just a picture of the back of the coupon, so I hand her phone back to her.)

Me: “I’m sorry, ma’am, but I can’t accept a picture of the coupon, I’ll need the physical coupon in order to use it.”

Customer: “My husband sent that to me; I left it at home.”

Me: “I understand, but I’m really sorry. I can’t use it. You can always come back with today’s receipt and the physical coupon, and then we’d be glad to honor it for you.”

(Normally, this is where customers go, “Oh, okay,” and continue with the transaction. She does not. She steps off to the side with her phone. I don’t know what she is doing. Texting her husband to tell him to bring it in?)

Customer: “What’s the number to corporate?”

Me: “To… corporate?”

Customer: “Yes.”

Me: “Um, give me one second while I ask my manager.”

(I talk through my headset to my manager.)

Me: “Hey, I have a customer here at cash who wants the number to corporate.”

Manager: “Uh… well, we can’t just give them the ‘number to corporate.’ That’s not a thing. Here, I’ll give you the customer care number.”

(My manager gives me the number and I give it to the woman. She steps off to the side, and I suspend her transaction so I can continue to ring through the increasing line. Then, I hear her suck her teeth.)

Customer: “This isn’t the number to corporate. I want a direct line to corporate.”

Me: “Um, okay. Give me one second to see if we have another number.”

(I go on my headset again.)

Me: “Hey, so my customer wants a direct line to corporate?”

Manager: “What? Okay, well, here’s this number that skips through the number pressing and takes you right to a person. Hopefully, it’s the right person?”

(I give the customer the new number.)

Customer: “Ugh, this is the same thing. I want the number to corporate.”

Me: “I’m sorry, that’s the only number we have.”

(She rolls her eyes and stays on the line until a person picks up. I’m still working on ringing the next customers.)

Customer: *on the phone* “Yes, your cashier won’t take my coupon so she’s making me waste my time by calling you.”

(And now I was pissed. She literally didn’t say anything as she stepped aside to call “corporate” until she asked me for their number. I wasn’t making her do anything, and she was certainly wasting her own time. I guess my manager saw the look of pure anger on my face and told me to take my break. “Right now.” So, I did. By the time my half-hour break was over, this lady was STILL on the phone at the register. They gave her a 20%-off coupon code to redeem at the register just to appease her. I hate when they do that; it just teaches the customer that they can get away with s***. She apparently ranted the whole time about how we were all wasting her time, MAKING her call “corporate.” If she would have just agreed to come back later with her receipt and coupon, she would’ve been out of there in three minutes.)

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