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Happy Mother's Day
This happened on Mother's Day (as implied by the title), and is something which ended with me in tears, so I didn't feel like revisiting the event until now.
A week before Mother's Day, I had a young woman and her approximately 6 mos. old daughter come up. She tells me that she'd had her daughter's ears pierced about a week before but was unhappy with the placement of one of them. I tell her we can definitely re-pierce them. All she had to do was take out the incorrect earring, wait at least 48 hours for the hole to heal, and then return with the earring and the receipt(this fact is important later). She becomes irritated, and says that she had this happen with her other daughter, and the man who was working did it the same day. I know who she's referring to, and I tell her that he no longer works here so I can't speak for what he may or may not have done. I tell her this is the policy as I've always been aware of it, and explain to her why it's the policy. She grumbles some more, but when it's clear I'm not going to change my mind she leaves.
Fast forward to the next Sunday, which is Mother's Day. I am working when the young woman, her daughter, and her husband come up. This is what happens:
Me
SW = Sucky Woman
SH = Sucky Husband
SW: Yes, we needed to get our daughter's ears repierced.
Me: (I remembered the woman from the week before) Ok! Not a problem. All I need is the earring and the receipt.
SW: What? You never told me I needed the earring. I don't have it! I threw it away!
Me: Ma'am, I am basically doing an exchange for the same merchandise, we need the original earring to do the exchange (aka, YOU CAN'T GET SOMETHING FOR NOTHING).
SW: You never TOLD me that. This is ridiculous. First you LIE to me, and tell me that man never worked here. And now you won't pierce her ears? No, this isn't going to happen. We live all the way in Blow Joe City and we drove an HOUR to get here. You are piercing her ears!
SH: Look, hon, we'll take her somewhere else. We don't have to deal with this...
SW: This is crap, why do you need the earring anyway? You're just going to throw it away!
Me: Ma'am, I am doing an exchange. We record the earring as damaged and send it back to the corporate office, and use a brand new sterile earring to pierce your daughter's ear.
SW: Well, I have the receipt, send the receipt back to the corporate office.
Me: I'm sorry, it doesn't work that way...
SW: Well, I don't care, you're piercing her ears! You lied to me and I'm not leaving until you take care of this. (At this point she physically holds her daughter out to me, as if I'm going to do...what? I am getting pissed and take a couple steps back.)
Me: I'm SORRY but without the earring there is NOTHING I can do.
SH: Let's just go. I'm tired of dealing with this. We'll go someplace else.
It takes a few minutes more of coercing on the husband's part, but they eventually leave. As they are walking away, the woman turns back to me and say, "Fat bitch!"
I say, "Excuse me?" And she responds with, "You HEARD what I said." and keeps walking.
I start shaking and call security. Tell them briefly what happened and told them I wanted them found and their asses kicked out of the mall. Unfortunately, they couldn't find them.
I was so angry I started crying. I am such a pussy. For some reason, her saying that just pushed the wrong buttons and I felt like I was going to fall apart. I had a couple customers come up immediately after and I tried so hard to pull myself together, but it didn't work very well. I eventually had to go outside and call my regional, so I could tell her what happened. I didn't want this EW to call corporate and complain about me. I told my regional that if she came back, if I was there, I was calling security. PERIOD. I was not going to deal with her rude ass again. As far as I was concerned, she verbally assaulted me and that was it. She gets no more from us. Our customer service/corporate office has this tendency to bend over and kiss a customer's ass if they complain enough. I pretty much said if they gave this woman her way, I'd quit.
We never heard from this lady again, thank goodness. On the plus side, one of the customer's I had shortly after the incident (before I'd gone outside) noticed I'd been crying. I apologized, and said I had a bad incident with an angry customer. Once I start crying, it's hard for me to stop. As I was ringing this lady up, she pulls out some lotion from a Bath & Body Works bag and hands it to me, saying, "You look like you needed someone to be nice to you." I just about started crying harder just from how...NICE that was. And how unexpected.
So, I got to see the good and the bad side of customers in the same day.
A week before Mother's Day, I had a young woman and her approximately 6 mos. old daughter come up. She tells me that she'd had her daughter's ears pierced about a week before but was unhappy with the placement of one of them. I tell her we can definitely re-pierce them. All she had to do was take out the incorrect earring, wait at least 48 hours for the hole to heal, and then return with the earring and the receipt(this fact is important later). She becomes irritated, and says that she had this happen with her other daughter, and the man who was working did it the same day. I know who she's referring to, and I tell her that he no longer works here so I can't speak for what he may or may not have done. I tell her this is the policy as I've always been aware of it, and explain to her why it's the policy. She grumbles some more, but when it's clear I'm not going to change my mind she leaves.
Fast forward to the next Sunday, which is Mother's Day. I am working when the young woman, her daughter, and her husband come up. This is what happens:
Me
SW = Sucky Woman
SH = Sucky Husband
SW: Yes, we needed to get our daughter's ears repierced.
Me: (I remembered the woman from the week before) Ok! Not a problem. All I need is the earring and the receipt.
SW: What? You never told me I needed the earring. I don't have it! I threw it away!
Me: Ma'am, I am basically doing an exchange for the same merchandise, we need the original earring to do the exchange (aka, YOU CAN'T GET SOMETHING FOR NOTHING).
SW: You never TOLD me that. This is ridiculous. First you LIE to me, and tell me that man never worked here. And now you won't pierce her ears? No, this isn't going to happen. We live all the way in Blow Joe City and we drove an HOUR to get here. You are piercing her ears!
SH: Look, hon, we'll take her somewhere else. We don't have to deal with this...
SW: This is crap, why do you need the earring anyway? You're just going to throw it away!
Me: Ma'am, I am doing an exchange. We record the earring as damaged and send it back to the corporate office, and use a brand new sterile earring to pierce your daughter's ear.
SW: Well, I have the receipt, send the receipt back to the corporate office.
Me: I'm sorry, it doesn't work that way...
SW: Well, I don't care, you're piercing her ears! You lied to me and I'm not leaving until you take care of this. (At this point she physically holds her daughter out to me, as if I'm going to do...what? I am getting pissed and take a couple steps back.)
Me: I'm SORRY but without the earring there is NOTHING I can do.
SH: Let's just go. I'm tired of dealing with this. We'll go someplace else.
It takes a few minutes more of coercing on the husband's part, but they eventually leave. As they are walking away, the woman turns back to me and say, "Fat bitch!"
I say, "Excuse me?" And she responds with, "You HEARD what I said." and keeps walking.
I start shaking and call security. Tell them briefly what happened and told them I wanted them found and their asses kicked out of the mall. Unfortunately, they couldn't find them.
I was so angry I started crying. I am such a pussy. For some reason, her saying that just pushed the wrong buttons and I felt like I was going to fall apart. I had a couple customers come up immediately after and I tried so hard to pull myself together, but it didn't work very well. I eventually had to go outside and call my regional, so I could tell her what happened. I didn't want this EW to call corporate and complain about me. I told my regional that if she came back, if I was there, I was calling security. PERIOD. I was not going to deal with her rude ass again. As far as I was concerned, she verbally assaulted me and that was it. She gets no more from us. Our customer service/corporate office has this tendency to bend over and kiss a customer's ass if they complain enough. I pretty much said if they gave this woman her way, I'd quit.
We never heard from this lady again, thank goodness. On the plus side, one of the customer's I had shortly after the incident (before I'd gone outside) noticed I'd been crying. I apologized, and said I had a bad incident with an angry customer. Once I start crying, it's hard for me to stop. As I was ringing this lady up, she pulls out some lotion from a Bath & Body Works bag and hands it to me, saying, "You look like you needed someone to be nice to you." I just about started crying harder just from how...NICE that was. And how unexpected.
So, I got to see the good and the bad side of customers in the same day.
But seriously, If that was me, I probably would've had more than words with that bitch for insulting me that way. 
People like that good customer restore my faith in humanity.
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