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WARNING: this post is extremely long. This happened a few years ago and it was one of the worst customer encounters I had while working at the 'red & khaki' store as it was long, drawn out, and the guy wouldn't take 'no' for an answer. Some of you might remember this story from a long-lost incarnation of this forum before a hack where all of the posts were deleted. Mind you, I am writing this from memory, so exact wordings might not be exact, but the overall sequence of events and what was said is true.
I was in the shoe department putting shoes away that ungrateful SCs left on the floor after trying on. A middle-eastern guy approached me and asked for help in the baby car seat aisle (his ethnicity is important later.) I politely tell him I'll help him and follow him to the car seat aisle.
Mind you, we had about five car seats on sale in our advertisement, and our store was notorious for not receiving nearly enough car seats meet customer's demands. For example, we might get one box containing 3-4 car seats per week when it is on sale, which would last the first day of the sale until all 3-4 are sold. THAT IS IT--no more--even though we had shipment trucks arriving every night full of other sale items to keep it stocked. We'd be lucky to have more than the 1 box that fits on the aisle for the regular-priced car seats at any given time.
The SC wanted the most expensive car seat on sale, which was about $124.99 on sale (regularly $150 something I think.)
Me: Me
SC: SC guy
MOD: Manager
SC: Do you have any of these in the back? There aren't any here.
Me: Let me check :::gets scanner::: Unfortunately, it is out of stock. I would be glad to print a raincheck for you so you could---
SC (walking over to cheapest car seat): Fine then. I'll take that car seat for $39.99
Me: I'm sorry, the car seat you want is $124.99 and I can't give it to you for $39.99
At this point, the guy's wife walks up with their baby who is in a stroller. She takes the baby out and puts it in the display model that is barely put together.
Me: Ma'am, please don't put your baby in that car seat; it is a display model only for display purposes and it might fall apart.
SC: She can put our son in that car seat if she wants, especially since I'll be getting it for $39.99.
Me: Sir, I cannot sell you that car seat for $39.99 even if we had it in stock.
SC: Why not?
Me: We are only allowed to sell in-stock items for the price on the price tag. We can check to see if other stores have it in st---
SC: In my country (he mentions name but I forgot) we negotiate until we have a price that both of us agree on. It's called being a good businessman. :::expectant look:::
Me: I understand, but I am not allowed to change the price of an item.
SC (walking over to other in-stock car seat that cost $59.99): Fine then, give me the display model for the $124.99 car seat at $39.99---this one is in stock.
Me (getting agitated): The only price you can get that car seat for is $124.99. I can't even sell it to you for $124.98. The price is $124.99. We can check to see if another store has it, and if they do, we can hold one for you------
SC: Fine. Check the store in (nearby town.) I'll wait here while you pick up the item and drive it back here to me.
Me: Sir, if another store has it, you would have to go there yourself and get it.
SC (suddenly angry): NONSENSE! You carry the product! It isn't here! You should do EVERYTHING in your power to ensure I have it! I drove to this store. I shouldn't have to drive to another one!
By this point, the SC's wife walked off and it was just him and me.
Me: I understand your frustration, but this is a sale item and it is in high demand. We had some yesterday but they were all sold out.
SC: Then that is all the more reason to get more in stock so your customers won't be disappointed.
Me: I agree; but we don't receive enough of these to go around--I wish we had some so you could purchase it.
SC (ignores my empathy and pickied up the display model): Tell me why you can't sell me this one.
Me: First of all, it says 'For display only' imprinted into its plastic, and it doesn't have all of the accessories that you would get if you really bought it.
SC: Why not?
Me: Well I guess it is so small pieces and accessories don't get lost in the store. It is just a visual representation of what the real item would look like as in color, fabrics, size.
SC: In my country, the item on display is the item I buy.
Me: I understand, but unfortunately its store policy not to sell display items.
SC (walking back to $29.99 carseat) Fine, if you won't give me the $124.99 carseat for $39.99, give me this $39.99 one for (insane low price, like $2)
Me: Sir, I have already explained to you that I cannot give you another car seat for a lower price than what the price tag says. I simply can't. I'm not allowed to.
SC: Fine then, get me your manager.
I call the MOD, and a minute later she arrives. Thankfully this was the one MOD in the store who didn't take crap from anyone.
MOD: How can I help you?
SC: (goes on and on about how I won't haggle with him and won't sell him the display model)
MOD: He is right. We can't do any of those things. The best I can do for you is offer you a raincheck or check another store to see if they have it.
SC: That is totally unacceptable. I am not driving to another store when your store can't even keep up with the demand of its customers.
MOD: I'm sorry, but those are the only available options.
SC: How can you PEOPLE stay in business when you treat your customers with such disrespect?!!!!11eleventy!!! I never!
MOD: You are not being disrespected. We offered you two perfectly resonable solutions, and if you can't accept them, then I must ask you to select another car seat we have in stock.
SC: I demand to speak to the store manager!
MOD: He is not in today, and I have the discretion as to what situations I bring up to him. This doesn't fall into the category in which would require his immediate attention.
SC: I want your store manager's first name, last name, and phone number.
MOD: That is confidential.
SC: Then how do you expect anybody to complain to him about anything?!?
MOD: They could come in when he is working.
SC: Fine, when will he be working next time?
MOD: All I can say is he is off today, but beyond that it is confidential.
The SC starts to get visibly shaken, almost like he was about to do something serious about it.
SC (pointing at the MOD): Fine, I'll go above your heads to Corporate! You won't see the end of this!
MOD: That is perfectly fine, sir, the corporate phone number is up front where you check out. Have a nice day!
The guy walked away empty-handed, leaving the MOD with me, alone, on the aisle.
MOD: What an idiot.
Me: I know.
MOD: You have so much patience. I would've walked away!
About 15 minutes later, the SC's wife, along with their kid in the stroller, approached me in my shoe department and apologized for her husband's behavior. She said that he forgets he is in the USA and that price tags are not suggestions for a good price. I thanked her and she went on her merry way.
Needless to say, Corporate never did anything for this bastard, and we did see the end of it' that day!
I was in the shoe department putting shoes away that ungrateful SCs left on the floor after trying on. A middle-eastern guy approached me and asked for help in the baby car seat aisle (his ethnicity is important later.) I politely tell him I'll help him and follow him to the car seat aisle.
Mind you, we had about five car seats on sale in our advertisement, and our store was notorious for not receiving nearly enough car seats meet customer's demands. For example, we might get one box containing 3-4 car seats per week when it is on sale, which would last the first day of the sale until all 3-4 are sold. THAT IS IT--no more--even though we had shipment trucks arriving every night full of other sale items to keep it stocked. We'd be lucky to have more than the 1 box that fits on the aisle for the regular-priced car seats at any given time.
The SC wanted the most expensive car seat on sale, which was about $124.99 on sale (regularly $150 something I think.)
Me: Me
SC: SC guy
MOD: Manager
SC: Do you have any of these in the back? There aren't any here.
Me: Let me check :::gets scanner::: Unfortunately, it is out of stock. I would be glad to print a raincheck for you so you could---
SC (walking over to cheapest car seat): Fine then. I'll take that car seat for $39.99
Me: I'm sorry, the car seat you want is $124.99 and I can't give it to you for $39.99
At this point, the guy's wife walks up with their baby who is in a stroller. She takes the baby out and puts it in the display model that is barely put together.
Me: Ma'am, please don't put your baby in that car seat; it is a display model only for display purposes and it might fall apart.
SC: She can put our son in that car seat if she wants, especially since I'll be getting it for $39.99.
Me: Sir, I cannot sell you that car seat for $39.99 even if we had it in stock.
SC: Why not?
Me: We are only allowed to sell in-stock items for the price on the price tag. We can check to see if other stores have it in st---
SC: In my country (he mentions name but I forgot) we negotiate until we have a price that both of us agree on. It's called being a good businessman. :::expectant look:::
Me: I understand, but I am not allowed to change the price of an item.
SC (walking over to other in-stock car seat that cost $59.99): Fine then, give me the display model for the $124.99 car seat at $39.99---this one is in stock.
Me (getting agitated): The only price you can get that car seat for is $124.99. I can't even sell it to you for $124.98. The price is $124.99. We can check to see if another store has it, and if they do, we can hold one for you------
SC: Fine. Check the store in (nearby town.) I'll wait here while you pick up the item and drive it back here to me.
Me: Sir, if another store has it, you would have to go there yourself and get it.
SC (suddenly angry): NONSENSE! You carry the product! It isn't here! You should do EVERYTHING in your power to ensure I have it! I drove to this store. I shouldn't have to drive to another one!
By this point, the SC's wife walked off and it was just him and me.
Me: I understand your frustration, but this is a sale item and it is in high demand. We had some yesterday but they were all sold out.
SC: Then that is all the more reason to get more in stock so your customers won't be disappointed.
Me: I agree; but we don't receive enough of these to go around--I wish we had some so you could purchase it.
SC (ignores my empathy and pickied up the display model): Tell me why you can't sell me this one.
Me: First of all, it says 'For display only' imprinted into its plastic, and it doesn't have all of the accessories that you would get if you really bought it.
SC: Why not?
Me: Well I guess it is so small pieces and accessories don't get lost in the store. It is just a visual representation of what the real item would look like as in color, fabrics, size.
SC: In my country, the item on display is the item I buy.
Me: I understand, but unfortunately its store policy not to sell display items.
SC (walking back to $29.99 carseat) Fine, if you won't give me the $124.99 carseat for $39.99, give me this $39.99 one for (insane low price, like $2)
Me: Sir, I have already explained to you that I cannot give you another car seat for a lower price than what the price tag says. I simply can't. I'm not allowed to.
SC: Fine then, get me your manager.
I call the MOD, and a minute later she arrives. Thankfully this was the one MOD in the store who didn't take crap from anyone.
MOD: How can I help you?
SC: (goes on and on about how I won't haggle with him and won't sell him the display model)
MOD: He is right. We can't do any of those things. The best I can do for you is offer you a raincheck or check another store to see if they have it.
SC: That is totally unacceptable. I am not driving to another store when your store can't even keep up with the demand of its customers.
MOD: I'm sorry, but those are the only available options.
SC: How can you PEOPLE stay in business when you treat your customers with such disrespect?!!!!11eleventy!!! I never!
MOD: You are not being disrespected. We offered you two perfectly resonable solutions, and if you can't accept them, then I must ask you to select another car seat we have in stock.
SC: I demand to speak to the store manager!
MOD: He is not in today, and I have the discretion as to what situations I bring up to him. This doesn't fall into the category in which would require his immediate attention.
SC: I want your store manager's first name, last name, and phone number.
MOD: That is confidential.
SC: Then how do you expect anybody to complain to him about anything?!?
MOD: They could come in when he is working.
SC: Fine, when will he be working next time?
MOD: All I can say is he is off today, but beyond that it is confidential.
The SC starts to get visibly shaken, almost like he was about to do something serious about it.
SC (pointing at the MOD): Fine, I'll go above your heads to Corporate! You won't see the end of this!
MOD: That is perfectly fine, sir, the corporate phone number is up front where you check out. Have a nice day!
The guy walked away empty-handed, leaving the MOD with me, alone, on the aisle.
MOD: What an idiot.
Me: I know.
MOD: You have so much patience. I would've walked away!
About 15 minutes later, the SC's wife, along with their kid in the stroller, approached me in my shoe department and apologized for her husband's behavior. She said that he forgets he is in the USA and that price tags are not suggestions for a good price. I thanked her and she went on her merry way.
Needless to say, Corporate never did anything for this bastard, and we did see the end of it' that day!
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