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This one might get a bit confusing, but here goes.
The other night, my coworker, who is relatively new, ended up dealing with a customer that was confusing her, probably on purpose. She asked me to take over, since she was getting flustered. So I do, and dive headfirst into dealing with the Suck. (Note that I am not a manager, but I've been there a LONG time.) To fully recreate the conversation would confuse things even more, so I'll try to summarize.
This week, we are having a buy one, get one for 1 cent sale on some of the vitamins. The SC had a rain check for buy one, get one *free.* She had been trying to argue with my coworker that she should be able to get BOTH sales, in other words, she should be able to get BOTH for a penny. NOT going to happen. No way, no how, nu-UH.
Then she wants them at buy one get one free, BUT she's already paid for "one," back when the rain check was written, in December. "So I have to pay $15 for a $10 item?!" She attempts to show me a receipt for the one she paid for, but what's this? The receipt was for DOG FOOD.
After I point that out, she attempts to accuse my coworker of stealing her original receipt. Uh, no. She finally finds it in her bag. I check, and yes, she did pay full price, back at the pharmacy. Our policy is normally, if it's a BOGO and we only have one item left, to ring up the one item at HALF price, then write the rain check for the FULL sale. So her rain check was written correctly, but she should have gotten the original vitamins for $5.
Meanwhile, she's still throwing a fit over the "$15." I pointed out to her that she was paying $15 for THREE items, her original, and the two in her current order. She would have none of that, demanding that we give her the vitamins for free. NO. BAD SC. (No, I didn't say that, I somehow remained polite.) She also continued complaining about the buy one, get one for a 1 cent sale.
So, I finally hit on a solution, and put it into action, explaining *every* step in detail so she couldn't complain that I'd told her nothing. I finished the current purchase, ringing up both vitamins she had with her at the buy one, get one for 1 cent sale, making sure to TELL her that I was taking off the penny as a coupon, so it was effectively buy one, get one free. I then placed ONE of the two vitamins in her bag, and refunded the December purchase. Effectively, she now owned TWO sets of vitamins, one at home that had been refunded (and thus was free), and one in her bag, that she'd paid for.
Since her receipt was over 3 months old (December 4th, expired February 4th) I got the manager to authorize her refund in cash (how she paid.) The computer had wanted me to give her store credit because of the age of the receipt.
... I'm still waiting to hear if she's come back in yet to DEMAND her third set of vitamins. She's going to get two things if that happens, since I already told management the full story. Jack and Squat.
If it had been me, I'd have taken the buy one, get one for a penny sale and saved the rain check! But then, I'm honest.
Our rain checks never expire, after all.
Yeah, I've not been in a mood to give in to probable scammers lately. I'm getting a growth on my eyelid removed this week, and the comments customers have been making about it have NOT helped. ("Did someone burn you with a cigarette?" -.-)
The other night, my coworker, who is relatively new, ended up dealing with a customer that was confusing her, probably on purpose. She asked me to take over, since she was getting flustered. So I do, and dive headfirst into dealing with the Suck. (Note that I am not a manager, but I've been there a LONG time.) To fully recreate the conversation would confuse things even more, so I'll try to summarize.
This week, we are having a buy one, get one for 1 cent sale on some of the vitamins. The SC had a rain check for buy one, get one *free.* She had been trying to argue with my coworker that she should be able to get BOTH sales, in other words, she should be able to get BOTH for a penny. NOT going to happen. No way, no how, nu-UH.
Then she wants them at buy one get one free, BUT she's already paid for "one," back when the rain check was written, in December. "So I have to pay $15 for a $10 item?!" She attempts to show me a receipt for the one she paid for, but what's this? The receipt was for DOG FOOD.
After I point that out, she attempts to accuse my coworker of stealing her original receipt. Uh, no. She finally finds it in her bag. I check, and yes, she did pay full price, back at the pharmacy. Our policy is normally, if it's a BOGO and we only have one item left, to ring up the one item at HALF price, then write the rain check for the FULL sale. So her rain check was written correctly, but she should have gotten the original vitamins for $5.
Meanwhile, she's still throwing a fit over the "$15." I pointed out to her that she was paying $15 for THREE items, her original, and the two in her current order. She would have none of that, demanding that we give her the vitamins for free. NO. BAD SC. (No, I didn't say that, I somehow remained polite.) She also continued complaining about the buy one, get one for a 1 cent sale.
So, I finally hit on a solution, and put it into action, explaining *every* step in detail so she couldn't complain that I'd told her nothing. I finished the current purchase, ringing up both vitamins she had with her at the buy one, get one for 1 cent sale, making sure to TELL her that I was taking off the penny as a coupon, so it was effectively buy one, get one free. I then placed ONE of the two vitamins in her bag, and refunded the December purchase. Effectively, she now owned TWO sets of vitamins, one at home that had been refunded (and thus was free), and one in her bag, that she'd paid for.
Since her receipt was over 3 months old (December 4th, expired February 4th) I got the manager to authorize her refund in cash (how she paid.) The computer had wanted me to give her store credit because of the age of the receipt.
... I'm still waiting to hear if she's come back in yet to DEMAND her third set of vitamins. She's going to get two things if that happens, since I already told management the full story. Jack and Squat.
If it had been me, I'd have taken the buy one, get one for a penny sale and saved the rain check! But then, I'm honest.
Our rain checks never expire, after all.Yeah, I've not been in a mood to give in to probable scammers lately. I'm getting a growth on my eyelid removed this week, and the comments customers have been making about it have NOT helped. ("Did someone burn you with a cigarette?" -.-)
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