Wrapping Up Nicely

(I work at a local toy store and we offer free gift wrapping for anything purchased in the store.)

Me: “Are you going to be needing anything gift wrapped today?”

Customer: “Yes, please, but not any of this.” *pulls out two books and a tee shirt from her bag*

Me: “I’m sorry our gift wrapping is only available for items purchased within the store or off our website.”

Customer: “But it’s going to the same person that these—” *points to toys on counter* “—are for. Can you make an exception?”

Me: “I’m sorry. It is our store policy.”

Customer: “That is absolutely ridiculous. I am a paying customer.”

Me: “I would be more than happy to wrap the items that you’ve purchased from here.”

Customer: “I already told you, I didn’t want those wrapped. Do you not listen? I need to speak with your manager.”

(I page the owner from his office and he comes out about a minute later as I continue to ring up and wrap for the customers waiting in line behind her.)

Customer: “Your employee is providing terrible service.”

Owner: “I’m sorry about that. What is the problem?”

Customer: “She refuses to wrap my items.”

Owner: “Well, if it is too big, I’m sorry, but we can’t wrap it. The counter space doesn’t allow for all the room needed.”

Customer: “No, she won’t wrap these items I bought from another store.”

Owner: “Well, it clearly states on our wrapping policy that the items must be bought here.”

Customer: “That’s f****** stupid. I’m never coming back.”

Owner: “Good. We will not miss your service.” *posts a huge smile on his face* “Have a great day!”