You Can’t Price Match This Much Entitlement

, , , , | Right | June 10, 2020

Our store used to price-match pretty much every other price out there — online retailers and third-party sellers not included. Then, corporate completely changed that practice, restricting our matching policy to stores within ten miles with proof of price such as a receipt, an ad, or the website.

Some customers — usually the elderly or those who don’t have smartphones — ask cashiers to look up prices, but corporate said that takes up too much time so they stopped that, as well.

Another associate asked if we could hang signs at the registers, but that idea was vetoed because it seemed “too aggressive.” To top it all off, when customers get upset, we can only tell them “it’s policy” and apologize for the inconvenience.

I’m on register, scanning away and making small talk with a woman, when one of her items comes up. She is already on her phone.

Customer: “Could you price-match that for me?”

I am thinking she has a price on her phone.

Me: “Sure, which store and how much?”

Customer: “Umm, you tell me.”

Me: “Ah. I’m sorry, it’s—”

Customer: *Suddenly angry* “You don’t price-match anymore?”

Me: “We do! It’s just that I can’t look them up for you anymore.”

Customer: “Why?”

Me: “Corporate policy change. We do apologize for the inconvenience during this time of transition.”

Customer: “This is ridiculous. You’re so lazy!”

Me: “I’m just doing my job, ma’am.”

Customer: “Let’s see if you still have a job after I talk to your manager.”

Me: “Ma’am, I—”

Customer:Call her, you idiot!

Me: “Yes, ma’am.”

I call the manager over the loudspeaker, who calls back on the register phone.

Manager: “I’m on the forklift. What’s up?”

Me: “I have a customer who would like to speak to you about the price-matching policy changes.”

Manager: *Sighs* “Just… just do it. Explain you’re making an exception this one time. I gotta go.” *Hangs up*

Customer: “Well? Where is she?”

Me: “She’s currently on a forklift. I have her permission to—”

Customer: “I want to talk to her, not you. Do you understand?”

Me: “I do but she’s tied up right now. She said I can make an exception this time and—”

Customer: “And do your job?”

Me: *Through my teeth* “—and look this up for you, but it’s technically not allowed anymore.”

Customer: *Sarcastic* “I didn’t realize you needed special permission to do your job. Gosh!”

Me: “Would you like me to look this up for you?”

Customer: “Forget it! You’re wasting my time!”

After all that fuss, the woman stormed out without buying a single thing. She did, however, call and email corporate several times over the next few days to express her disdain for my attitude and how lazy and disrespectful I was. She got a gift card for her troubles, and I got pulled into the office to discuss my customer service skills. I quit not long after.

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