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So the LOD (leader on duty) and myself got called up to Guest Service to work out an issue with a guest, and thankfully the LOD was the AP (assests protection) guy.
We get up there and the 2 Guest Service girls look tired from dealing with this guy already, we find out that there is an issue that he wants cash back because he paid with a debit card, but processed and signed for it as a credit when he purchased the item. We called authorization and they couldn't do anything, when we explained the most we could do was issue it back to the card or give him a gift card.
At this point he absolutly blew up and said that we were commiting theft, had some fancy "c" word for it, in not giving him cash back for the purchase. He then said if we didn't give him the cash he would call the cops to "make us do it" The LOD flat out said the cops would laugh at him if he did that, well that didn't phase him, so he actually calls 911 to report this!
They tell him theres nothing they can do as we're offering money back to the card, and it's our policy to enforce. So since he's not getting the answer he wants, he hangs up on them, turns around and says, "Well I'll get the cops here in no time, and drive my car right into these damn doors!" Out of nowhere, the gentleman that was doing a return at the next register goes up the guy and proclaims "Now look here buddy, I'm an off-duty officer and with threats like that you're not going to get yourself anywhere but arrested, they've already offered you your money back to the card and explained the policy, so they in no way are with-holding your money from you" They guy was a caught a bit off gaurd, but replied with "you're off duty so you dont count" and proceeds to call 911 again, at this point the LOD calls the uniformed AP guy over, and talks to the guy and the cops over the phone for a good 15-20 minutes.
All the while his poor wife is standing over by us saying they're already separated and getting divorced because she can't put up with things like this anymore. She says to just issue it back to the card so we do so, and give her the receipt and she walks off into the store without her husband. So the guy come over and finally just asks for the guest relations # and to put the amount back to the card. We inform him his wife already accepted the return and went back into the store. Hearing this he blows up again, and repeats the threat of ramming the doors and runs outside
AP then chases after him. He ends up just driving off, I think leaving his wife in the store, but my goodness, he was a nutcase.
We get up there and the 2 Guest Service girls look tired from dealing with this guy already, we find out that there is an issue that he wants cash back because he paid with a debit card, but processed and signed for it as a credit when he purchased the item. We called authorization and they couldn't do anything, when we explained the most we could do was issue it back to the card or give him a gift card.
At this point he absolutly blew up and said that we were commiting theft, had some fancy "c" word for it, in not giving him cash back for the purchase. He then said if we didn't give him the cash he would call the cops to "make us do it" The LOD flat out said the cops would laugh at him if he did that, well that didn't phase him, so he actually calls 911 to report this!
They tell him theres nothing they can do as we're offering money back to the card, and it's our policy to enforce. So since he's not getting the answer he wants, he hangs up on them, turns around and says, "Well I'll get the cops here in no time, and drive my car right into these damn doors!" Out of nowhere, the gentleman that was doing a return at the next register goes up the guy and proclaims "Now look here buddy, I'm an off-duty officer and with threats like that you're not going to get yourself anywhere but arrested, they've already offered you your money back to the card and explained the policy, so they in no way are with-holding your money from you" They guy was a caught a bit off gaurd, but replied with "you're off duty so you dont count" and proceeds to call 911 again, at this point the LOD calls the uniformed AP guy over, and talks to the guy and the cops over the phone for a good 15-20 minutes.
All the while his poor wife is standing over by us saying they're already separated and getting divorced because she can't put up with things like this anymore. She says to just issue it back to the card so we do so, and give her the receipt and she walks off into the store without her husband. So the guy come over and finally just asks for the guest relations # and to put the amount back to the card. We inform him his wife already accepted the return and went back into the store. Hearing this he blows up again, and repeats the threat of ramming the doors and runs outside
AP then chases after him. He ends up just driving off, I think leaving his wife in the store, but my goodness, he was a nutcase.
but I have no tolerance for people who make threats that could physically harm innocents. Especially when it's people just doing their jobs, trying to make an honest living.
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