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Just got home after dealing with these two. Fun night.
The first woman came up to the counter, and went straight to the newest cashier. He's... not the brightest bulb, but he knows to *ask* if he doesn't understand something. He turned to me after she explained her situation (I was at the other end of the counter and couldn't hear exactly what she said at first), and asked, "How do you do a prescription return?"
Keep in mind that we work at the *front store* counter. Turns out that she was claiming that she had received an empty bottle from pharmacy, and wanted her money back. Oh, but it was *so hard* to walk *all* the way back to the pharmacy counter! While she stood around complaining, I went back there to "check with them." In reality, I gave the pharmacist a heads up. When I got back up front to confirm with the woman that she needed to deal with them, she gave a sigh and went back.
$50 says it was a narcotic.
The second SC I had to deal with personally. I should say SCs, since the lady's friend was also there and probably knew what was going on, but SC1 was the one who did most of the talking.
Fist, she handed me a raincheck on peanut butter. Now, our limit on rainchecks was four items. (Now upped to six, which I found out after.) However, the "2" on the check had a "4" heavily written next to it, in a different color ink and a different handwriting. She tried to argue that it *was* originally written for 24 peanut butters, and she'd better *get* them.
Manager turned out to be busy (legitimately, she was stuck in the office counting money), so I had to deal with it. Luckily, I've been there a long time, and knew I won't be punished for sticking to my guns in a case like this. I was polite but firm, and made sure that SC1 knew I could only honor the raincheck for four items. Then she shoved two coupons at me. "So I can't use these? I wanted to use them on peanut butter! One was for a couple bucks, but the other was for about $15.
Me: "You can use them on other items, ma'am."
SC: "But I neeeed peanut butter! Can't you just give me three sets of four at this price?"
Me: "Ma'am, I cannot reuse a raincheck. Corporate does check how many we have in the drawer, and I cannot modify that many items on a single purchase or even over several smaller consecutive purchases."
SC: "Can't you write new rainchecks?"
Me: "Again, I cannot. I can give you four at that price, but no more."
SC: "Can you give me money back? Or a new coupon?"
Me: "Ma'am, I cannot. I'm sorry, but if you want to use those coupons, you'll have to purchase enough items to make up the difference."
SC: "*Well.* I guess I'll *have* to."
Ugh. So she wandered off for an hour, probably hoping that she'd be able to get a different cashier. Thankfully, pharmacy was closed, I'd already had my break, and my relief and manager were very busy with other tasks.
When she grumpily came back up, this time with her friend, she put all her items on the counter, and argued over what was and wasn't on sale from Christmas. "No, ma'am, tissues are normal stock."
Then she handed me her coupons. I scanned one, which *looked* at first glance to be legit. However, the computer flagged it as expired. Picking it up to look closely at it, I noticed that someone had used blue ink to change the date from December 18th to the 28th. The "1" had been altered with a dark blue pen into a two. We use thermal printers, first of all, plus part of the ink was light, from someone easing up on the pen pressure.
I refused to take either coupon, since both had been so altered. So she decided she didn't want most of her order, except her four peanut butters and a couple other things. I made *sure* I rang up everything she wanted to keep, and refrained from pointing out that I could see the Kleenex travel pack she tried to brush out of my sight. I got a dirty look when I calmly picked up and scanned it without a word, dropping it into the bag.
After she left, we realized she'd taken the void slip from her canceled order, but my manager said she'd reprint it, as well as keep the coupons and slip as documentation. It'll help that the coupons had the SC's name on them.
My store manager will be alerted tomorrow, and I made sure to memorize the SC's features, just in case. I even wrote down the time of the transaction, so they can check the cameras. If she was willing to *try* to shoplift from us, they're going to keep her under surveillance.
At least the second one finally convinced my one coworker that the customer *isn't* always right. She doubted me when I showed her the altered raincheck. The altered coupons on top of that sealed my case.
Hopefully the rest of the weekend will be peaceful!
The first woman came up to the counter, and went straight to the newest cashier. He's... not the brightest bulb, but he knows to *ask* if he doesn't understand something. He turned to me after she explained her situation (I was at the other end of the counter and couldn't hear exactly what she said at first), and asked, "How do you do a prescription return?"
Keep in mind that we work at the *front store* counter. Turns out that she was claiming that she had received an empty bottle from pharmacy, and wanted her money back. Oh, but it was *so hard* to walk *all* the way back to the pharmacy counter! While she stood around complaining, I went back there to "check with them." In reality, I gave the pharmacist a heads up. When I got back up front to confirm with the woman that she needed to deal with them, she gave a sigh and went back.
$50 says it was a narcotic.
The second SC I had to deal with personally. I should say SCs, since the lady's friend was also there and probably knew what was going on, but SC1 was the one who did most of the talking.
Fist, she handed me a raincheck on peanut butter. Now, our limit on rainchecks was four items. (Now upped to six, which I found out after.) However, the "2" on the check had a "4" heavily written next to it, in a different color ink and a different handwriting. She tried to argue that it *was* originally written for 24 peanut butters, and she'd better *get* them.
Manager turned out to be busy (legitimately, she was stuck in the office counting money), so I had to deal with it. Luckily, I've been there a long time, and knew I won't be punished for sticking to my guns in a case like this. I was polite but firm, and made sure that SC1 knew I could only honor the raincheck for four items. Then she shoved two coupons at me. "So I can't use these? I wanted to use them on peanut butter! One was for a couple bucks, but the other was for about $15.
Me: "You can use them on other items, ma'am."
SC: "But I neeeed peanut butter! Can't you just give me three sets of four at this price?"
Me: "Ma'am, I cannot reuse a raincheck. Corporate does check how many we have in the drawer, and I cannot modify that many items on a single purchase or even over several smaller consecutive purchases."
SC: "Can't you write new rainchecks?"
Me: "Again, I cannot. I can give you four at that price, but no more."
SC: "Can you give me money back? Or a new coupon?"
Me: "Ma'am, I cannot. I'm sorry, but if you want to use those coupons, you'll have to purchase enough items to make up the difference."
SC: "*Well.* I guess I'll *have* to."
Ugh. So she wandered off for an hour, probably hoping that she'd be able to get a different cashier. Thankfully, pharmacy was closed, I'd already had my break, and my relief and manager were very busy with other tasks.
When she grumpily came back up, this time with her friend, she put all her items on the counter, and argued over what was and wasn't on sale from Christmas. "No, ma'am, tissues are normal stock."
Then she handed me her coupons. I scanned one, which *looked* at first glance to be legit. However, the computer flagged it as expired. Picking it up to look closely at it, I noticed that someone had used blue ink to change the date from December 18th to the 28th. The "1" had been altered with a dark blue pen into a two. We use thermal printers, first of all, plus part of the ink was light, from someone easing up on the pen pressure.
I refused to take either coupon, since both had been so altered. So she decided she didn't want most of her order, except her four peanut butters and a couple other things. I made *sure* I rang up everything she wanted to keep, and refrained from pointing out that I could see the Kleenex travel pack she tried to brush out of my sight. I got a dirty look when I calmly picked up and scanned it without a word, dropping it into the bag.
After she left, we realized she'd taken the void slip from her canceled order, but my manager said she'd reprint it, as well as keep the coupons and slip as documentation. It'll help that the coupons had the SC's name on them.
My store manager will be alerted tomorrow, and I made sure to memorize the SC's features, just in case. I even wrote down the time of the transaction, so they can check the cameras. If she was willing to *try* to shoplift from us, they're going to keep her under surveillance.At least the second one finally convinced my one coworker that the customer *isn't* always right. She doubted me when I showed her the altered raincheck. The altered coupons on top of that sealed my case.
Hopefully the rest of the weekend will be peaceful!
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