Rudeness Trumps Legality

, , , , , | | Working | August 12, 2019

I was at the main register, and a man who is a known shoplifter came up and asked to see the manager. I called the night manager over, and the man complained that he thought the manager was following him around. The manager was polite, and didn’t accuse him of anything… but the man was very angry.

The next day, he called the store manager and complained about the night manager. So, the store manager yelled at the night manager for being “rude” to a customer.

Tonight, the same man came into the store. As we were told, we did not follow him around the store. But, as he left — without buying anything — we did notice that his previously empty backpack was full, and he set off the store alarm. And now we’re missing a ton of Red Bull.   

I’ll Have A Slice Of Cancellation

, , , , , , | | Working | August 11, 2019

(I have just recently moved across the country for a job and am settling into a new place. One night I decide I want pizza, and decide to place an order with one of the local stores of a national franchise. I order online, and get an estimate of about an hour. I wait an hour… and then longer. Eventually, I get back to check their tracker, but it’s not working for some reason. I decide to place a call.)

Employee: “[Chain] on [Location], this is [Employee]. How can I help you?”

Me: “Yes, I placed an online order about two hours ago, and I haven’t received it yet. I was trying to see if it had come out but I am having trouble with the tracker.”

Employee: “Let me check… Oh, I see. We cancelled your order.”

Me: “You cancelled my order?!”

Employee: “Sorry.”

Me: “Are you freaking kidding me? You cancelled my order and you didn’t even tell me?

(Click. He hangs up. I’m pissed, and still hungry, so I order from a local chain, which gets me my delivery in less than twenty minutes. Normally, this would be where it ends, but this crossed a line for me, so the next day during the day I call back to talk to a manager. What I’m hoping is that I’ll find out this was a fluke and I won’t have this issue again.)

Manager: “What can I do for you?”

Me: “I placed an order last night, and when I called in two hours later, they said they had cancelled it. And they didn’t even call me to tell me.”

Manager: “Yeah, the night manager told me about that. Sometimes it gets busy and wait times are long, and we don’t have the staff to deal with it, so we cancel them.”

Me: “That’s not acceptable! You can’t just cancel people’s orders without telling them!”

Manager: “We don’t have time to call up everyone whose order we cancel. That would just put us further behind.”

(The more we talk, the more clear it is that not only was this NOT a fluke, the manager talks about it like it’s the most normal thing in the world, and even has the nerve to get annoyed with me for calling it bad customer service. All this smells of crap to me, especially when the manager claims they can’t hire more people but that they do more business than any other member of that franchise in the area. Then, he drops a real doozy of a line.)

Manager: “This is just how it is, sir. We just don’t have time to call everyone when we cancel their orders.”

Me: “And you think that’s acceptable? To just leave them not knowing that they’re not getting their pizza?”

Manager: “Well, we don’t charge them.”

(That had never been the thing I was complaining about. It was clear he didn’t get it, so I turned down his offer of a credit — what good is a credit when you probably won’t even make the food? — and told him I’d never be ordering from him again. I contacted corporate to inform them of this and to see if I could arrange for delivery from a different store. They tried to placate me with ANOTHER credit and told me that they don’t allow that. I then told them that I would not be ordering from them again unless I moved to a different location. It’s a shame; I like their pizza, but it’s a moot point if I can’t get it, anyway. I’ll give my business to the locations that actually want my money.)

Retail Is Mind Numbing

, , , , , , | | Working | August 10, 2019

(I’m at the bank to make a deposit. While I’m filling out the deposit slip, I overhear a conversation between two tellers. Apparently, [Teller #1] is on the phone with a customer who is filling out a direct deposit form and needs their account number.)

Teller #1: “Am I allowed to give them that over the phone?”

Teller #2: “Technically, yes, you are, if they prove their identity, but they discourage us from doing it because it’s a security issue. If you feel comfortable doing it, you can, but I wouldn’t.”

Teller #1: “So, we can’t do it?”

Teller #2: “No, you can, if you feel comfortable doing it. I wouldn’t feel comfortable doing it, so I wouldn’t.”

Teller #1: “So… we can’t do it?”

Teller #2: “No, we can, if you feel comfortable doing it. I personally wouldn’t.”

Teller #1: “So, we can’t do it?”

Teller #2: “No, you can, if you feel comfortable doing it…”

(They repeated this exchange over and over again until I took my deposit up to [Teller #2]. By that point, it took all my willpower not to scream, “The answer is NO!” I made no comment, but inside, I was marveling at how businesses insist on having official policies for the convenience of the customer that they then “discourage” employees from following for security. I felt sorry for them both. Having worked in retail years ago, I’m well familiar with the “never give the customer a straight no” rule, but I’ve never seen someone have that drilled into them so badly that they can’t give a coworker a straight answer, either.)

The Root Cause

, , , , , | | Working | August 9, 2019

(I’m attempting to purchase two four-packs of root beer, along with a couple of other items.)

Cashier: “Can I see your ID?”

Me: “For what?”

Cashier: *looks at the root beer for a moment after scanning it, not realizing that “Check ID” did not appear on the register display* “I thought it was beer.”

Me: “Well, that’s no worse than when I was at another store and they asked for my ID when I bought chocolate-covered cashews.”

Now Listen Here, Sugar

, , , , | | Working | August 9, 2019

(I go to a national brand coffee shop drive-thru. For a setting, there is virtually no wind, no outside noises interfering, my radio is shut off, my car is relatively quiet, and I am speaking loudly with clear words, slower each time.)

Employee: “Welcome to [Store]. Go ahead and order when you’re ready.”

Me: “Hi. Can I please have a large iced green tea with two sugars?”

Employee: “A medium hot with cream and sugar?”

Me: “No, a large iced green tea with two sugars.”

Employee: “Oh, okay, large hot with cream and sugar.”

Me: “No, sorry, a large iced green tea with two sugars.”

Employee: “Okay. Large?”

Me: “Yes.”

Employee: “Hot?”

Me: “No, iced.”

Employee: “Okay, large iced with cream and sugar.”

Me: “No, just two sugars.”

Employee: “Cream and two sugars?”

Me: “No cream. Only two sugars.”

Employee: “Large iced with two sugars, no cream.”

Me: “Right.”

Employee: “And that was coffee, right?”

Me: “No, it was green tea.”

Employee: “Okay, pull around.”

Me: “Thank you.”

(At the window:)

Employee: *handing me drinks* “Medium hot and iced green tea, $4.55.”

Me: “Uh, no, just the iced tea.”

Employee: “Okay, $2.54.”

(I scanned my app, she handed me my drink, I thanked her, and she shut the window and walked away. Bad speaker? Rough night? I don’t know…)