Liar, Liar

[SourRobot]

Okay, that was a stupid title, but I can't think of anything better.

All the regulars in my department know about a certain customer who often comes to our department on sale days, and have the same opinion of her. This woman has a habit of lying about prices. She's the type who will tell you that she found something on one clearance rack, when you know it really went on another clearance rack (like you ring up something for ten dollars, but she'll say that she found it on the five dollar rack. I can't even tell managers what's going on, because I have no way of proving it, so she continues to get her way. I usually let it go because she typically does it to clearance items only, but what she did today was completely unacceptable. We have a coupon coming up that will take a certain amount off almost all items in the store, even our designer bags, that don't usually take coupons until they go on sale. Customers can purchase items using that coupon before the even starts, but we hold onto the items until the day of the event.

I was on my break at the time, but my coworker told me what happened. This lady came in and wanted to use the coupon on a designer bag. My coworker went ahead and put it into presell mode so that she could apply the coupon to the bag. Then the lady told her that she wanted to use another coupon on the bag to get an additional discount. My coworker explained that a) designer bags do not use any other coupon until they go on sale, and b)she cannot use more than one coupon in one transaction. The lady told her that other sales associates do it for her all the time (which is a lie, because she's tried that on me a few times and I've always told her no and explained over and over again why I couldn't do it). My coworker went ahead and manually put in the extra discount from the second coupon, and the customer was happy.

I'm mad that I wasn't there to set things right, and I'm irritated that my coworker didn't just call a manager over, especially since she knew she couldn't use the other coupon, but whatever. It's done. I know how it feels to be under that kind of pressure, but I think that years of putting up with that makes me say no until the customer is persistent enough, then I just give up and call a manager (which I had to do many times today for other customers).

I just hate customers who do things like that. They're so greedy and cheap.

[emax4]

I would either:

a) hover over her like a helicopter when she comes in to the store so that you can point out what works, whats on sale and so fourth as she is pricing things up (so she can't dispute it at the register)

b) simply permaban her from the store as she is costing the company money without putting anything into it. You may not have the power, but simply telling her that she is banned may fool her into thinking that. How is she going to verify it with the management since she is told she can't come in there?

[Pixilated]

If this woman is pulling this stunt on all the regulars in your department, and they are aware of what she's doing, it would seem to me that you have numbers on your side in terms of telling the management (depending on what your managers are like, of course ...) Surely they would not think that all of you are delusional or persecuting this wonderful customer ... ?

[wagegoth]

I worked at Nordbum's and even though we went out of our way to bend over and take it from customers, if someone was a known thief we were backed up by management and loss prevention all the way. We had to handle it in a very subtle manner, but it was handled.

[Lumina]

I would never let a customer do that to me. Dates useable are printed on coupons for a reason. Rules are set by management for a reason. if "management" wants to override said rules; They are more than welcome to do so, long as they do it under THIER ID.

I've never been fired for doing so. Even when I put the manager on the spot about it right infront of the customer. (he also never did it again to anybody I worked with, go figure. Finally figuered out it took no time to do it himself; and we got no writeups from head office about messing with company rules; lo and behold, less paperwork for him!)

[BowserKoopa1]

SourRobot, it seems like this customer has your store over a barrel. All she has to do is whine and complain, and she gets her way. Unfortunately this happens in a lot of places where spineless managers and employees give in to any whiny customer like this one. And why? They'll probably use this excuse: The economy is bad and we don't want to lose the sale Yeah the economy is bad and some businesses are struggling to keep their heads above water, so let's give every customer who complains a discount. And you just know that these people are going to be back, and that they'll do it over and over again.

[ackmeow]

You've probably heard this already but you can't encourage people like that because they WILL keep going.

Oh yes, and she's a greedy turd.

[SourRobot]

I would either:

a) hover over her like a helicopter when she comes in to the store so that you can point out what works, whats on sale and so fourth as she is pricing things up (so she can't dispute it at the register)

b) simply permaban her from the store as she is costing the company money without putting anything into it. You may not have the power, but simply telling her that she is banned may fool her into thinking that. How is she going to verify it with the management since she is told she can't come in there?

As much as I would like to ban her from the store, I just know it'd come back to bite me in the butt. I might just follow her around next time and see where she's really getting her things. So far a few other coworkers and I have been trying our best to at least keep the clearance racks organized so that we know for sure what came from where.

If this woman is pulling this stunt on all the regulars in your department, and they are aware of what she's doing, it would seem to me that you have numbers on your side in terms of telling the management (depending on what your managers are like, of course ...) Surely they would not think that all of you are delusional or persecuting this wonderful customer ... ?

True. Even with that sale from yesterday, her name is on the tag, so I can at least leave a note to management and ask if they know anything about her. Seeing as she's been coming in before I even started working there, I don't see how they don't know.

Unfortunately this happens in a lot of places where spineless managers and employees give in to any whiny customer like this one. And why? They'll probably use this excuse: The economy is bad and we don't want to lose the sale Yeah the economy is bad and some businesses are struggling to keep their heads above water, so let's give ever customery who complains a discount. And you just know that these people are going to be back, and that they'll do it over and over again.

Yes. I'm sure that whatever happens, management will be like, "Just do it for her this time," only this time will be every time. Like you said, they're so desperate for customers and sales that they're willing to keep the leeches, as long as they're spending their money. Even if it means the leeches cheat their way out of paying the posted price. Rest assured that the next time she tries to pull a crazy stunt like she did with the designer bags and I'm around, I will be calling a manager over, and I won't let the transaction go through until I get a manager in my department to see what's going on.

[EricKei]

My coworker went ahead and manually put in the extra discount from the second coupon, and the scammer was happy.

Fixed that for ya.

Seriously, this person is likely causing your store to LOSE a lot of money, and has been doing so for years now. If that doesn't get Management's attention, nothing will. Just type up a note that says "This woman may use any coupons she wants, with multiple coupons per item and per transaction, any time"...and have them sign it. Always keep a copy on your person.