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TRUe Hell and Ridiculousness
Hello all! I am a first time poster, long time lurker.
I have always been too shy about posting, I'm not usually a forum person but I had to start as I work in an industry with possibly the worst customers ever.
Entitlement Parents.
Background: I work in the world's "greatest" toy store (going on 5 years now) as customer service/sales associate/cashier/pseudo-manager. We have a rule where if a customer buys a Power Wheels/ride-on toy, they cannot return it once the stickers are applied - (stupid rule) but this IS explained before every purchase and is also stated on the box.
I had this gem about 3 years ago:
SC = Guess who
AC = Awesome Cutomer
Me = Queen of all that is stubborn.
Standing at the refund desk I usually had a lineup as it was a busy summer Saturday and everyone returns things when it's busy. Of course. This lady comes in with an assembled, stickered child's ride-on toy (strike one) and wheels it right up to the counter. She waits in line for maybe 2 minutes before I am done with the people ahead of her and then before I can even greet her...
SC: I need to return this *now*!
Me: Is there anything wrong with it?
SC: Yes, my son is scared of it and it is useless because he will not get on it. (strike two)
Me: Well, unfortunately we cannot return it once the stickers have been applied. We can only exchange it for the same thing if there is something physically unstable or broken with it.
SC: That is ridiculous! It is useless to me! It has not even been used once and you're telling me I have to keep it?!
Me: There may be a way around this, if you have the box and dis-assemble it to put back into the box, it IS possible to ask a manager about returning it.
SC: I didn't keep the box! Why would I do that? What a ridiculous question.
Me: When did you buy it?
SC: 2 months ago! (strike three!)
Me: Our return policy only covers the original 45 days of purchase, any problems after that time and you will have to go through the manufacturer of this product. That is also stated on the receipt.
SC: *starts going off on a rant and swearing up a storm*
(at this point there is a long lineup behind her and parents are starting to stare and cover their children's ears)
Me: Could you please not swear in here? It IS a children's store. Be courteous.
SC: I don't have to f*cking listen to you! You just have to return this g*dd*mn toy and I'll leave! There is NOTHING WRONG WITH IT!
Me: I will not hesitate to have you removed from this store as you're verbally abusive and screaming.
SC: What the sh*t are you going to do about it?! Call the cops?! This whole f*cking corporation is ridiculous and you will all hear about it from your head office!! (she continues this for a few solid minutes about how "us big bad companies" ALWAYS cheat her out of her money and how she hates being stepped all over and whatnot. You get it)
The lady customer (AC) who was right behind the nutball finally steps in and taps the customer on the shoulder.
AC: Actually, you ARE being rude and harassing the employees is not a good way to get your refund.
SC: Don't touch me b*tch! You have NOTHING to do with this! HOW WOULD YOU FEEL IF THEY WERE BEING THIS WAY TO YOU?!?!!11!!1
AC: I would never have gotten into this situation in the first place. I handle these kinds of things like an adult and I respect store policies. It is not the employee's job to bend the rules, that's why the rules are there in the first place.
(I am watching this whole thing happen, shocked that this lady is keeping her cool so well)
SC: YOU'RE JUST A DUMB B*TCH! *turns to me* RETURN IT NOW OR I WILL HAVE YOU FIRED!!
AC: *taps the lady on the shoulder again* Excuse me, but you're coming with me.
She pulls out a badge and throws the lady face down onto the counter, puts handcuffs on her and leads her out of the store.
... I am in shock at this point and have no idea what to do. The other customers in the store are watching too and it is a very uncomfortable silence for the next few minutes until 2 cop cars come screeching up to the front of the store. The SC is tossed in the backseat and the first car drives off. The AC/cop comes back in and everyone applauds her.
She definitely got a refund and a $50 gift card, then we had to go fill out an incident report to both the cops and my store manager (who said she was very proud of me for not getting upset and refused to give in to the SC).
The kicker? SC never got her ride-on back. It sat there for 2 weeks as a floor model before we practically gave away to an ecstatic regular couple who the store knew was on welfare.
Ahh, many more to come. I love/hate my job.
I have always been too shy about posting, I'm not usually a forum person but I had to start as I work in an industry with possibly the worst customers ever.
Entitlement Parents.
Background: I work in the world's "greatest" toy store (going on 5 years now) as customer service/sales associate/cashier/pseudo-manager. We have a rule where if a customer buys a Power Wheels/ride-on toy, they cannot return it once the stickers are applied - (stupid rule) but this IS explained before every purchase and is also stated on the box.
I had this gem about 3 years ago:
SC = Guess who
AC = Awesome Cutomer
Me = Queen of all that is stubborn.
Standing at the refund desk I usually had a lineup as it was a busy summer Saturday and everyone returns things when it's busy. Of course. This lady comes in with an assembled, stickered child's ride-on toy (strike one) and wheels it right up to the counter. She waits in line for maybe 2 minutes before I am done with the people ahead of her and then before I can even greet her...
SC: I need to return this *now*!
Me: Is there anything wrong with it?
SC: Yes, my son is scared of it and it is useless because he will not get on it. (strike two)
Me: Well, unfortunately we cannot return it once the stickers have been applied. We can only exchange it for the same thing if there is something physically unstable or broken with it.
SC: That is ridiculous! It is useless to me! It has not even been used once and you're telling me I have to keep it?!
Me: There may be a way around this, if you have the box and dis-assemble it to put back into the box, it IS possible to ask a manager about returning it.
SC: I didn't keep the box! Why would I do that? What a ridiculous question.
Me: When did you buy it?
SC: 2 months ago! (strike three!)
Me: Our return policy only covers the original 45 days of purchase, any problems after that time and you will have to go through the manufacturer of this product. That is also stated on the receipt.
SC: *starts going off on a rant and swearing up a storm*
(at this point there is a long lineup behind her and parents are starting to stare and cover their children's ears)
Me: Could you please not swear in here? It IS a children's store. Be courteous.
SC: I don't have to f*cking listen to you! You just have to return this g*dd*mn toy and I'll leave! There is NOTHING WRONG WITH IT!
Me: I will not hesitate to have you removed from this store as you're verbally abusive and screaming.
SC: What the sh*t are you going to do about it?! Call the cops?! This whole f*cking corporation is ridiculous and you will all hear about it from your head office!! (she continues this for a few solid minutes about how "us big bad companies" ALWAYS cheat her out of her money and how she hates being stepped all over and whatnot. You get it)
The lady customer (AC) who was right behind the nutball finally steps in and taps the customer on the shoulder.
AC: Actually, you ARE being rude and harassing the employees is not a good way to get your refund.
SC: Don't touch me b*tch! You have NOTHING to do with this! HOW WOULD YOU FEEL IF THEY WERE BEING THIS WAY TO YOU?!?!!11!!1
AC: I would never have gotten into this situation in the first place. I handle these kinds of things like an adult and I respect store policies. It is not the employee's job to bend the rules, that's why the rules are there in the first place.
(I am watching this whole thing happen, shocked that this lady is keeping her cool so well)
SC: YOU'RE JUST A DUMB B*TCH! *turns to me* RETURN IT NOW OR I WILL HAVE YOU FIRED!!
AC: *taps the lady on the shoulder again* Excuse me, but you're coming with me.
She pulls out a badge and throws the lady face down onto the counter, puts handcuffs on her and leads her out of the store.
... I am in shock at this point and have no idea what to do. The other customers in the store are watching too and it is a very uncomfortable silence for the next few minutes until 2 cop cars come screeching up to the front of the store. The SC is tossed in the backseat and the first car drives off. The AC/cop comes back in and everyone applauds her.
She definitely got a refund and a $50 gift card, then we had to go fill out an incident report to both the cops and my store manager (who said she was very proud of me for not getting upset and refused to give in to the SC).
The kicker? SC never got her ride-on back. It sat there for 2 weeks as a floor model before we practically gave away to an ecstatic regular couple who the store knew was on welfare.
Ahh, many more to come. I love/hate my job.
Wish something like that would happen where I work.
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