So Yeah, I Cried at Work.

[SourRobot]

TL;DR: A customer got mad because of something that was on the wrong rack,
she and her husband were rude, the manager approved of the override without
hesitation, I cried when it was over.

This happened last night, but I had to work late, so I didn't get a chance to go online after getting home.


A customer wanted to return some things, so that was no problem. I did that
pretty quickly for her. After that she wanted to purchase flip flops. She wanted to use a $10 off coupon, but needed to get it up to a certain amount first. Her husband added some candy to the purchase, but after about a minute the woman wanted to swap that out for a shirt, since she could actually get some use out of that. She went over to the five dollar rack and picked up a shirt, but when I scanned that for her it rang up $18, and I told her.

"That's weird, I mean, it was on that rack," she said.
"I know...hold on a sec, I'll go check to see if it's actually somewhere else," I said. I found out that it was supposed to be on a $12 rack, because I saw two other ones there (not only that, but it was a shirt that we'd gotten for the Spring. All the $5 ones were from winter).

I went back and told her, "I did find more of those shirts. They're not $5, but they are still clearance, just $12."

The woman got pretty annoyed at that (understandably) and was like, "That's weird, it was over here!" Her husband was still at the register and said, "Well, we should still get it at $5, I mean it's only fair."

Only fair, what?! So I waited and the girl continued looking on that rack.
At one point I explained that all the merchandise that would ring up as $5
had the tags on them already saying that, and anything else I didn't think belonged there. The woman responded, "Well then they need someone here to
check the racks and make sure they're in the right spot."

The husband asked her if she still wanted the shirt and she said, "Not for
$12!" and he said, "That's okay, she'll change the price for you because it was on that rack."

My eyes opened wide. I'm going to do what? I'm sorry, but since when did you
become my boss? I don't work for you, get out of here with that attitude.

The woman brought over two more shirts, one that was supposed to be $10 and
on a nearby rack, and a tank top that wasn't even on sale and I knew that because I knew where that one was supposed to be. I told them that it happens a lot because customers tend to dump clothing on the nearest rack
they happen to be standing near. So they asked for a manager, and I called
the office. I explained to the person there what was going on, and she even
told me that if they're not $5 and I can find where they really belong,
they'd have to get it at their actual price. I told her that I already
explained that to them, but they still wanted a manager over.

A few minutes later a manager comes over and the guy explained to her what
happened, only when he told her what I'd said about the customers dumping
stuff on the racks he said it in a mocking tone, as if to say, "What she
said is stupid." The manager just smiled and nodded, and said, "Yeah, sure,
no problem! (turning to me) Go ahead and change it!" and left.

So the rest of that transaction I was shaking, and I was trying to steady my
voice to keep that from shaking too. I barely spoke to them during that
transaction, and I finally got them out. I had a line of people I needed to
ring up, so I couldn't just get away. While I was ringing them out I couldn't see because the tears were building up. At one point my nose started running. It was embarrassing. I was even wiping away tears as a customer asked me about the price on something. After they had all left I called the office back and asked if I could go sit down for a few minutes. They let me go, and I left.

I thought that all I would do is wipe my eyes and blow my nose, but as soon
as I reached the break room I fell apart. It was only two minutes long because I was trying to force myself to stop, but it felt like ten minutes.

Man, I felt terrible for crying. I haven't cried in years, and I've always
been proud of having a thicker skin from working retail for six years. I've
had some of the worst customers ever, and I'll either vent to another person
about it or laugh it off. I couldn't do it this time, and I don't know why. I knew that the manager would tell me to override the price, but I guess I did get upset that she just smiled and let it go despite the fact that the customers were openly being rude, and due to the whole stupid concept of providing great customer service I couldn't even defend myself, though I almost tried to a couple times.

Sorry about this being so long guys, I tried to keep in the details so that
you could see for yourselves what happened, and I have no one else to vent
to. I've got no friends, and my mom would only tell me to get over it and that I need to find a new job (as if I'm not already looking). Like I said, I was by myself the entire day watching over three departments and had been bouncing from one customer to another, I didn't have any time to scan racks and check prices to make sure the clothes were where they were supposed to be.

[PastryGal]

Oh I HATE when crap like that happens. I work in a hardware store and there's always a few that come up with stuff during a sale and the items are not on sale (usually a similar item but not the one on sale) and they're claiming they should get the sale price since it was in the sale items spot. We then have to explain that anyone could have put it there and we cannot override it. Or they come up with an item that will have had the tags switched on it (by them or someone else, who knows, they all plead innocent) . Manager's will not override either situation tho here than goodness! But I do hate when we're told to do something that goes against policy by the managers.

Have a drink and some of my famous brownies (not that kinda brownies now, lol)

[raudf]

You did fine. You did exactly what you were supposed to do. It just sounds like you'd had a bit more than you could take at the time and after a build up that will happen to anyone.

I'm not actually defending the manager with this, but it is their job to override the policy in certain situations. Especially if its the only way to get the SC to leave an employee alone. It was quite obvious those two were going to push every button you had to get what they wanted and well... sadly got rewarded for it. I do wish they exercise the "kick their asses out," option a bit more, but corporate would hang their butts in a sling even more for that.

Is it wrong to hope for a ring in the afterlife for SCs like this.. one that they do the retail work and have to deal with nothing but SCs like themselves?

[Pixilated]

There are places that will refuse to placate customers like that (we've seen some shining examples on this board) ... although I suspect most are not corporate owned but privately owned ... so we can but hope this precious pair hit one of those at some point and get invited to take their "business" elsewhere by an owner who really doesn't care if they never come back.

You did what you were supposed to do. It's a shame the manager who approved the override couldn't be bothered to at least say something pleasant to you when there was a chance to do so, instead of just appearing and vanishing.

[Catwoman2965]

(((hugs)))) I work PT in retail and I get those all the time. "well it was ON the sale rack, so I should get it for less" Sorry, unless it rings up as being marked down, no dice. We can't help it and be running after people all the time to ensure that full price stuff doesn't get stuck on teh sale rack.

or those who don't read the signs 'UP TO x percent off" meaning some items are that much off, others are not. but insist its an EXTRA x percent off.

I also hate when they pull the "can i see a manager" card and the manager is spinless and gives in. I've had customer smirk at me like they KNOW they put one over on me, but i am not allowed to make those decisions.

I had a customer make me cry, mainly because I was angry, tired, cranky, etc. she had called about an order that was sent from my store. first of all, she wasn't clear waht she wanted, and as 99.9% of those calls want to know why it hasn't arrived in 2 days when its 8-10 BUSINESS DAYS i was trying to politely convey it was early. NOpe, she just wanted the tracking number. Ok, but I don't have access to that info. only the manager does. and sometimes when i ask, the manager will say they don't have time.

so all i said, mind you VERY politeliy, was that i would have the manager look it up, and we would get back to her. but being that we were busy and shorthanded it may not be tonight, but first thing am. i was polite,. but she too offense saying i had been NOTHING but rude to her, yada, yada, yada. and that she WILL get a call back tonight. she said that several times. I hung up, and went in the back, i was more angry than not. she was the type, i suspect, who was not used to being told "NO"

[Food Lady]

I have cried at work. My career is none the worse for wear. In fact, the last time was in December, in front of the store manager, and I have been in the service industry for 20 years. Manager thought none the less of me and told me not to worry about it. She was right. People get offended at the most idiotic things.

[Halo_miles]

Screw those guys. You have to remember, it doesn't matter if it's on sale or not, customers can be real douchebags. I had one that called me the...uh, "c**t" word last week. In front of my manager, who was so dumbfounded that he didn't say anything, then regretted it when I did.

[Headset Hellion]

If it makes you feel any better, I cried so bad at work one day that I was sent home early.

[Tora]

Hey, I get that. Sometimes you can't help breaking up after something like that. My introductory post on this site was a scenario like this. I was upset enough I had to lock the store up for a few minutes while I cried my eyes out. Hope you don't get another one like that any time soon.

[Food Lady]

Screw those guys. You have to remember, it doesn't matter if it's on sale or not, customers can be real douchebags. I had one that called me the...uh, "c**t" word last week. In front of my manager, who was so dumbfounded that he didn't say anything, then regretted it when I did.

And that's when I refuse to serve someone at all. Back up into the transaction, void everything, log out, and tell the SC someone else will have to deal with it.

[Sandman]

I would immediately try that on shirts and say "well you allowed this customer to do it... you must for me!!" It might make you a SC.. but it would HOPEFULLY show the logic to the manager. If he refuses.. go to corporate and state "as a customer, you noticed a manager to this.. and he gave it to them for $5.. yet didn't allow you to get it for $5".

[SourRobot]

Thanks a lot for reading and replying, guys. I just needed some input from other people on the situation, because I've thought it over again and again how something like that could set me off when I've dealt with the same situation many times before.

Oh I HATE when crap like that happens. I work in a hardware store and there's always a few that come up with stuff during a sale and the items are not on sale (usually a similar item but not the one on sale) and they're claiming they should get the sale price since it was in the sale items spot. We then have to explain that anyone could have put it there and we cannot override it. Or they come up with an item that will have had the tags switched on it (by them or someone else, who knows, they all plead innocent) . Manager's will not override either situation tho here than goodness! But I do hate when we're told to do something that goes against policy by the managers.

Have a drink and some of my famous brownies (not that kinda brownies now, lol)

Thanks. I hate it when people feel like they're entitled to the extra discount despite what you tell them. I'm withholding extra discounts to be a jerk, if I have a reason for not overriding the price I'm going to tell that customer the reason!

You did fine. You did exactly what you were supposed to do. It just sounds like you'd had a bit more than you could take at the time and after a build up that will happen to anyone.

I'm not actually defending the manager with this, but it is their job to override the policy in certain situations. Especially if its the only way to get the SC to leave an employee alone. It was quite obvious those two were going to push every button you had to get what they wanted and well... sadly got rewarded for it. I do wish they exercise the "kick their asses out," option a bit more, but corporate would hang their butts in a sling even more for that.

Is it wrong to hope for a ring in the afterlife for SCs like this.. one that they do the retail work and have to deal with nothing but SCs like themselves?

Oh, I'm not mad about the manager having me change it. I knew it was going to happen. Sometimes when I call a manager over I just want them to be there to understand the situation more. Many times I'm just calling a person in the office and they'll just tell me to override stuff without getting a look at the repeat offender's face, so that person can get away with abusing the policies. I was actually on the phone with someone in the office who actually knew how it should have been done, but because the customers wanted a manager right there things played out differently.

I think I'm just mad that the manager didn't even explain to him what really happens, and didn't say anything like, "Okay, we'll do it this time, but just so you know blah blah blah..." she just nodded, said "Sure!" and left, even after seeing the guy mock me (he even made a face while he was repeating what I'd told him earlier). Yeah, they did get rewarded for their terrible behavior, and that made me mad.

There are places that will refuse to placate customers like that (we've seen some shining examples on this board) ... although I suspect most are not corporate owned but privately owned ... so we can but hope this precious pair hit one of those at some point and get invited to take their "business" elsewhere by an owner who really doesn't care if they never come back.

You did what you were supposed to do. It's a shame the manager who approved the override couldn't be bothered to at least say something pleasant to you when there was a chance to do so, instead of just appearing and vanishing.

It would be nice if more companies discouraged people from feeling like they're entitle to things they can't have. It just seems like people keep getting rewarded for being douchebags, while the employees have to take all the crap and get told to just deal with it.

(((hugs)))) I work PT in retail and I get those all the time. "well it was ON the sale rack, so I should get it for less" Sorry, unless it rings up as being marked down, no dice. We can't help it and be running after people all the time to ensure that full price stuff doesn't get stuck on the sale rack.

I hate that! I don't know what makes people feel like they're entitled to an extra discount just because they found something on the wrong rack. I just can't understand how these people think. Last time I checked the price has to be changed if the tag has been marked down but the price is still higher when you check it. Overriding just because you found it somewhere else is more of a courtesy thing. Nobody deserves that, and yet people seem to think that it's the law everywhere.

I also hate when they pull the "can i see a manager" card and the manager is spinless and gives in. I've had customer smirk at me like they KNOW they put one over on me, but i am not allowed to make those decisions.

This is what I deal with nearly every day.

I had a customer make me cry, mainly because I was angry, tired, cranky, etc. she had called about an order that was sent from my store. first of all, she wasn't clear waht she wanted, and as 99.9% of those calls want to know why it hasn't arrived in 2 days when its 8-10 BUSINESS DAYS i was trying to politely convey it was early. NOpe, she just wanted the tracking number. Ok, but I don't have access to that info. only the manager does. and sometimes when i ask, the manager will say they don't have time.

so all i said, mind you VERY politeliy, was that i would have the manager look it up, and we would get back to her. but being that we were busy and shorthanded it may not be tonight, but first thing am. i was polite,. but she too offense saying i had been NOTHING but rude to her, yada, yada, yada. and that she WILL get a call back tonight. she said that several times. I hung up, and went in the back, i was more angry than not. she was the type, i suspect, who was not used to being told "NO"

Ugh, things like that frustrate me. They think you're purposely being a jerk to them. Please, we have better things to do than screw around like that!

I have cried at work. My career is none the worse for wear. In fact, the last time was in December, in front of the store manager, and I have been in the service industry for 20 years. Manager thought none the less of me and told me not to worry about it. She was right. People get offended at the most idiotic things.

I can't handle crying in front of other people. I'd say, "Excuse me!" and run off!

Screw those guys. You have to remember, it doesn't matter if it's on sale or not, customers can be real douchebags. I had one that called me the...uh, "c**t" word last week. In front of my manager, who was so dumbfounded that he didn't say anything, then regretted it when I did.

Aw man, what did you say to them?!

If it makes you feel any better, I cried so bad at work one day that I was sent home early.

Was it something that had to do with a bad customer, or were you just feeling really bad that day? I did feel like leaving after that incident. It sucked because I still had three hours left to go in my shift, so I was miserable the whole time and didn't feel like talking to anyone.

Hey, I get that. Sometimes you can't help breaking up after something like that. My introductory post on this site was a scenario like this. I was upset enough I had to lock the store up for a few minutes while I cried my eyes out. Hope you don't get another one like that any time soon.

See, it sucks when that happens when you're by yourself, because you have to worry about not having enough time to build yourself back up after breaking down. I certainly hope that I don't get anyone like those two anytime soon. A lot of the customers I've had for a while have been very pleasant.

And that's when I refuse to serve someone at all. Back up into the transaction, void everything, log out, and tell the SC someone else will have to deal with it.

I wish I could do that. I wonder if the company I work or would allow me to get away with refusing to serve someone if they called me that.

[Sundassa]

You know, I might understand the manager overriding the first one, to appease the customer, but I wouldn't understand the other two since it is apparent the customers were just taking advantage of the situation. I am surprised she didn't pick up ALL the misplaced clothes on that rack to get them for $5.

I only get upset about situations like this when there is a sign on a rack and says all of the things are on sale for a certain price, and you pick up two things of the same kind (exactly the same except in color) and one rings up on sale, the other doesn't, and the sales rep says it's only on certain ones. If the sign says all of a certain item, and the only difference is color, how are you going to figure out which ones are on sale and which aren't?

[Eevie]

Vent all need, sweetie, that's what we're here for. What they did was uncalled for and the fact that they were rewarded for it is infuriating. Karma will get them back, until then, vent all you want.

[Caractacus_Potts]

I had one like that when I worked at Walgreen's. A guy had a large high ticket item (something like $50 to $75 range) that he claimed should be like two dollars because that's what the sign said.

I went to the table and pointed out that the sign stated "X item Sale $1.99", that there were about a hundred of X item on the table and that the item he had was actually on a shelf about five feet away from the table with the correct price. I offered to take 10% off the item as a courtesy but there was no way I could sell it to him at $1.99.

Then the guy went off on me screaming and swearing that I HAD to give it to him for two dollars because HE FOUND IT ON THE TABLE WITH THE SIGN BLARG!

I warned him several times to watch his language then finally told him to get out of the store or I would call the police. He grudgingly realized I wasn't going to budge and said he would take the 10% off.

Man, if he had been mad before I think he nearly had a coronary when I told him that the 10% I had offered was off the table as soon as he started swearing at me and at this point he needed to leave the store immediately.

He never did ask for a manager (IDK maybe he thought I was a manager since I had the authority to offer the 10% off or maybe he realized even the most spineless manager wasn't about to give him a high priced item for a pittance).