Won’t Lego Let It Go

(A cashier pages for an associate covering the toys department to call the register. I respond. A customer says that a box of Legos was priced at $4, but it rang in at $12.86. I’ve been working on moving clearance items around all week, so I tell the cashier:)

Me: “Someone probably left it in the wrong spot. Just give it to the customer for $4.”

(Company policy lets us do that under $50. That’s not good enough; the customer wants to come talk to me. The cashier tells me the customer will meet me by the Legos. The customer shows up and points aggressively at the rest of the $12.86 Lego boxes.)

Customer: “There, I got it from right there. Someone took the label down, but it said $4!”

Me: “If you saw the box sitting by a Lego label that said $4, then you can have it for $4. The cashier has to adjust it, so we should go back to the register.”

Customer: “But I’m not making it up! There was a $4 tag right here, for these ones!” *points at a row of “Lego City” boxes featuring a bulldozer*

(I pick up one of the boxes, read out loud the UPC number, pick up the nearest tag, and show her that the UPC matches. It is indeed $12.86.)

Me: “Our store policy says we can make price adjustments in cases like this, so you can still have it for $4. The cashier has to do it.”

(The customer phoned her boyfriend, put him on speaker, and told him to tell me that he also saw a $4 price tag below that box. Once again, I told the customer that she could have it for $4, but she had to go back to the register and let the cashier adjust it. She stormed off with a final “I’m not making it up!” Congratulations, you just wasted ten minutes of my minimum-wage time yelling about getting your way over a $12.86 box of Lego.)

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