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Last night about 10 minutes until closing, we had a lady come storming up demanding we give back the money we stole from her. I was busy counting down my drawers, but seeing as I had a cashier helping me out, I let him handle it. Turns out THE ONLY reason she bought this cereal is because it was on sale from $2.29 to $1.98. I told Cashier B to go ahead and do it and I ran over to grocery to double check the price. Turns out this lady was right, I called up to the desk and told B to double check the barcode on slip, I was curious if she had grabbed the family size instead of the regular. He said he hadn't even finished it, and the lady was PISSED. So I ran my ass all the way back up front, greeted with the scene of B completly pale and this lady bright red.
Let me note that I am a tallish girl, 5'9" or so. B is a 6 foot college football player who works with us over the summers. He's a big guy, but a really nice one. This lady had him completly wordless.
B: Hey, Enigma, she wants it free.
ME: I'm sorry m'am but we don't give you it free. I will be happy to give it to you for the 1.98$
SC: I HAVE ICE CREAM MELTING IN THE CAR. THIS IS TERRIBLY INCONVIENANT, THIS IS YOUR MISTAKE! YOU FIX IT!
ME: Alright M'am our policy says we cannot give it to you free, but I will do it for you this one time. In the future, we will not do this for you.
SC: Why not? Other stores do it! They've done it for me everytime before!* I have ICE CREAM MELTING!
ME: Our policy has changed*, we do not give it out free. You might try looking at them as they are rung up, that way it avoids causing you the trouble of coming back in here.
SC: DID YOU JUST SASS ME?! I'LL HAVE YOUR HEAD!
ME: *honest confusion* My what now?
At this point B was flustered enough to have gotten lost in the transaction, and it wasn't letting him void the cereal out. I opened up a register next to him real quick and did the return for the lady, the conversation continue much along the same fashion, with me saying a cheery "Well you have good one" to her as she left, and her responding with a cheery "F*** You".
We have a cool regular who comes in every Friday to cash her check, she works returns for Home Depot across the street, and as she moved up to the desk for me to help her, two CSMs came around the corner. CSM C was recently promoted and not worth anything, she told me that I overstepped my bounds and should have called her. She said she would have told the lady no. I responded that sometimes it's not worth it, this lady would have gone ballistic over 2$ and I just wanted her out of my desk. CSM E is really good, and has been CSMing for 2 years. He looked at CSM C and told her he would have told us to do the exact same thing, and she needs to learn a lot before she runs her mouth. That shut her up quick.
Cool Home Depot lady kept telling E how professional I was too, it really helped turn the night around.
*We used to have a policy that said 'if it's under 3$ and we made the mistake, they get it free, if it's over, they get 3$ off their purchase. We no longer support this policy, now it's just plain and simple "you get it for what it's marked"
Let me note that I am a tallish girl, 5'9" or so. B is a 6 foot college football player who works with us over the summers. He's a big guy, but a really nice one. This lady had him completly wordless.
B: Hey, Enigma, she wants it free.
ME: I'm sorry m'am but we don't give you it free. I will be happy to give it to you for the 1.98$
SC: I HAVE ICE CREAM MELTING IN THE CAR. THIS IS TERRIBLY INCONVIENANT, THIS IS YOUR MISTAKE! YOU FIX IT!
ME: Alright M'am our policy says we cannot give it to you free, but I will do it for you this one time. In the future, we will not do this for you.
SC: Why not? Other stores do it! They've done it for me everytime before!* I have ICE CREAM MELTING!
ME: Our policy has changed*, we do not give it out free. You might try looking at them as they are rung up, that way it avoids causing you the trouble of coming back in here.
SC: DID YOU JUST SASS ME?! I'LL HAVE YOUR HEAD!
ME: *honest confusion* My what now?
At this point B was flustered enough to have gotten lost in the transaction, and it wasn't letting him void the cereal out. I opened up a register next to him real quick and did the return for the lady, the conversation continue much along the same fashion, with me saying a cheery "Well you have good one" to her as she left, and her responding with a cheery "F*** You".
We have a cool regular who comes in every Friday to cash her check, she works returns for Home Depot across the street, and as she moved up to the desk for me to help her, two CSMs came around the corner. CSM C was recently promoted and not worth anything, she told me that I overstepped my bounds and should have called her. She said she would have told the lady no. I responded that sometimes it's not worth it, this lady would have gone ballistic over 2$ and I just wanted her out of my desk. CSM E is really good, and has been CSMing for 2 years. He looked at CSM C and told her he would have told us to do the exact same thing, and she needs to learn a lot before she runs her mouth. That shut her up quick.
Cool Home Depot lady kept telling E how professional I was too, it really helped turn the night around.
*We used to have a policy that said 'if it's under 3$ and we made the mistake, they get it free, if it's over, they get 3$ off their purchase. We no longer support this policy, now it's just plain and simple "you get it for what it's marked"
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