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...to an overbearing SC to get her to shut her bitchy face.
This happened over the course of 2 days. And requires background, so bear with me, mk? Okies...
BG - My company, in the last year or so has started a textbook rental program, where, if you pay a percentage of the price, new or used, you can use the book for the entire duration of a semester and bring it back by the last day of that term. There are stipulations, of course: Credit card number on file, No torn or missing pages, no liquid or pet damage, cover and spine are still intact, and the book is in resellable used condition. Students are even allowed to write or highlight in said textbooks, as long as it's not to excess. Think of it as long term blockbuster, but for books. Fairly good deal.
The students sign a contract, after we explain the terms to them, and they get a copy of said contract, which they've signed. In the contract, it clearly states that failure to bring the rental books back in resellable condition by close of business on the due date will result in charging their credit card the cost to replace said book, plus a penalty fee for breaking said contract. Sounds straightforward, no?
Would I be writing this if it was?? >.< (End of BG)
Tuesday, a young lady came in with 3 books, to return them. They were spring rental books she purchased in February. Now, the due date for spring term rental books was May 12th. This was June 7th, and we were into summer term, meaning spring term was closed. We, out of the kindness of our hearts, understanding graduation was occurring and people were busy with finals, EXTENDED the deadline twice, until we finally closed the term and ran the outstanding charges on May 17th, at noon.
Well, this particular customer had given us a card number that was declined. Seems she'd closed that account and opened a different one. Fun fact, item 7 in the rental contract? Explicitly states the customer will NOT close or cancel or max out that card until all rental items are returned or charges have been completely run. Doing so results in a $30 collections fee to the store PER BOOK.
Now, all told, with these 3 books, the woman would have owed us over $200 for replacement costs, penalty fees and collection fees. She came in 20 minutes to close on Tuesday and was so very aggressive, insistent and demanding that we take the books and call it square, because she still had them.
I explained to her that her card had been declined, and she still had our property, yes, but she would owe us the penalty fees for not bringing the books back on time. She said it wasn't HER fault, it was the CASHIER'S fault for not being clear on the rental procedure, so she owed us nothing.
I asked why she had waited almost a month and she again said our cashiers told her as long as she brought them back she'd be ok. I could only stare at her, as that's a blatant lie, PLUS she had a contract which she had actually brought in with her to wave in my face, and I pointed out on that receipt where it said the due date. I explained the deadline had been extended and we sent out emails explaining this, multiple emails! Plus, on top of that, we sent emails out to everyone who had outstanding rentals after we ran charges whose cards didn't go through that they had x number of days to contact us to work with us, otherwise we'd have no choice but to turn the list over to corporate and send them to a collections agency.
She starts yelling at me that we're ruining her credit, and as such we OWE it to her to take back the fucking books and call it even. I tell her I can't authorize that and she demands someone who can. I explain my managers have gone for the day, and she demands their numbers. I tell her no. She demands corporate's number I refuse that as well. This kind of thing? We don't give out corporate's number for, we have to settle it at the store level and if necessary WE call them. NOT her. Truthfully, it's because we haven't turned the list over to corporate yet, haven't been told to. But we won't tell customers that because that'll lead to "oh, I can turn it in whenever I want, lalalalaal!!!" >.<
So, she storms out and swears she'll be back the next day to "have the manager fix it!"
I send a lengthy email to Boss and AM, explaining the situation, and in the process of doing so, she came back that same evening and demanded to know her total charges and how much we were "fucking up her credit!" As well as to demand boss' contact info again. I told her boss would be here first thing in the morning, and refused to give out her cell phone number, as I'd already tried calling her. She wanted to know why manager wasn't there NOW and I said "well, since my managers get here at 5 am and don't' leave until 3, she's on her way home, fighting rush hour traffic."
She looked insulted and stormed out again.
Now, I talked to boss on Wednesday, apologizing profusely, and boss wanted to know why I just didn't take the books back. See, on outstanding rentals, we take the books, and just charge the penalty fee. I explained that Ms. Bitch Supreme REFUSED to hand over the books until I swore up and down in writing that she didn't owe anything and could walk off, free of responsibilities. I couldn't authorize that. And when she found out how much she owed by canceling her card, she hit the roof. if she'd even TRIED to explain, i.e., stolen wallet/lst card, we might've been more sympathetic, but she offered none of this, even when I explained that part of the contract and said if she'd informed us, we could've worked around it. All I got was "Well, it's CANCELED!"
Why, yes, thus breaking contract a second time, hence the added penalties. you broke a contract, you pay the consequences...duh.
Well, Boss said we could make it sound like we intervened with corporate, begged and pleaded on her behalf and managed to get a 48 hour window for her, wherein she would return the books, and JUST pay the penalty fees. NO payment plans (because she tried that, too...) Money up front, or no deal.
So, we wait....and wait....and my managers go home, and it's just me. Again. Joy.
And 20 minutes to close, again, guess who waltzes in??
So I explain the situation and she glares at me triumphantly. I process the return, give her a copy of that receipt. Oh...she wants me to sign that she's in the clear. I tell her I'd be HAPPY to...as soon as she pays us the penalty fees, which are around $25-ish. I thought it was $26.40. She tries to tell me am I REALLY going to get on her case for a measly $25??
Yes that's what you agreed to. Unless you'd like me to take that receipt back, reverse the transaction, and put you BACK on the hook for over $200? Now, how would you like to pay?
Surprise, surprise, she has cash. EXACT CHANGE even, after asking me if there's tax. I say no, ring her up and thank fuck, she's gone!!!
Until 10 minutes later, she comes screaming in that I said there was no tax, so why did I charger her $26!?!?!111?!!?!
I look at her receipt, and as it had been a long day, I inverted the numbers accidentally. It was supposed to be $24.60, not $26.40.
>.<
I told her I'd refund her and she tells me "You damn well BETTER, you're not cheating me out of my money!"
Aaaaand here's where the fib comes in...
Me: I'm sorry, ma'am, I don't mean to make you get on my case over a measly $1.80...
Her: Oh, you think you're SO clever saying what I just said! Give me back the money, NOW!! Are you stupid!? How can you not see the DIFFERENCE!?!?
Me: <Straight faced, looking vaguely pathetic but prideful, according to a CW> I have dyscalculia, ma'am, I do apologize.
Her: What the hell do I care about THAT?!
Me: Well...it's dyslexia for numbers, essentially a learning disability. I have problems with numbers sometimes, but I can correct it, just give me a moment.
Her:
(as she realizes she can't say anything more without mocking a learning disability, but OH you can see she wants to. Me? I milk it for AAAALLLLLL it's worth.)
I pull out a calculator, punch in the numbers and say them out loud very slowly.
Me: Ok. 2....6....4...0....minus....2....4....6...0....equ als. One dollar, eighty cents. Would you like to doublecheck my math, ma'am??
Her: (She's gone quiet and is staring wide-eyed as she shakes her head)
I process the refund for the difference and count the change out to her just as slowly.
Me: Now, to make sure I'm not making another mistake here's $1, plus 25...50...75...and 80 cents. Anything else I can do for you today, ma'am??
Her: <mumbles> No...no...thank you...
Me: <super cheerful> ok, thank you and have a wonderful evening!!!
She fled
So, I apologize, fellow CSers, for lying about a very real disability. I do have problems with numbers sometimes, but have never been diagnosed, but it shut her up, and finally got her out of my hair. It'd been a long week and I was tired and stressed, which will have more explanation in my Morons in Management thread later today and this weekend.
Am I forgiven...?
This happened over the course of 2 days. And requires background, so bear with me, mk? Okies...
BG - My company, in the last year or so has started a textbook rental program, where, if you pay a percentage of the price, new or used, you can use the book for the entire duration of a semester and bring it back by the last day of that term. There are stipulations, of course: Credit card number on file, No torn or missing pages, no liquid or pet damage, cover and spine are still intact, and the book is in resellable used condition. Students are even allowed to write or highlight in said textbooks, as long as it's not to excess. Think of it as long term blockbuster, but for books. Fairly good deal.
The students sign a contract, after we explain the terms to them, and they get a copy of said contract, which they've signed. In the contract, it clearly states that failure to bring the rental books back in resellable condition by close of business on the due date will result in charging their credit card the cost to replace said book, plus a penalty fee for breaking said contract. Sounds straightforward, no?
Would I be writing this if it was?? >.< (End of BG)
Tuesday, a young lady came in with 3 books, to return them. They were spring rental books she purchased in February. Now, the due date for spring term rental books was May 12th. This was June 7th, and we were into summer term, meaning spring term was closed. We, out of the kindness of our hearts, understanding graduation was occurring and people were busy with finals, EXTENDED the deadline twice, until we finally closed the term and ran the outstanding charges on May 17th, at noon.
Well, this particular customer had given us a card number that was declined. Seems she'd closed that account and opened a different one. Fun fact, item 7 in the rental contract? Explicitly states the customer will NOT close or cancel or max out that card until all rental items are returned or charges have been completely run. Doing so results in a $30 collections fee to the store PER BOOK.
Now, all told, with these 3 books, the woman would have owed us over $200 for replacement costs, penalty fees and collection fees. She came in 20 minutes to close on Tuesday and was so very aggressive, insistent and demanding that we take the books and call it square, because she still had them.
I explained to her that her card had been declined, and she still had our property, yes, but she would owe us the penalty fees for not bringing the books back on time. She said it wasn't HER fault, it was the CASHIER'S fault for not being clear on the rental procedure, so she owed us nothing.
I asked why she had waited almost a month and she again said our cashiers told her as long as she brought them back she'd be ok. I could only stare at her, as that's a blatant lie, PLUS she had a contract which she had actually brought in with her to wave in my face, and I pointed out on that receipt where it said the due date. I explained the deadline had been extended and we sent out emails explaining this, multiple emails! Plus, on top of that, we sent emails out to everyone who had outstanding rentals after we ran charges whose cards didn't go through that they had x number of days to contact us to work with us, otherwise we'd have no choice but to turn the list over to corporate and send them to a collections agency.
She starts yelling at me that we're ruining her credit, and as such we OWE it to her to take back the fucking books and call it even. I tell her I can't authorize that and she demands someone who can. I explain my managers have gone for the day, and she demands their numbers. I tell her no. She demands corporate's number I refuse that as well. This kind of thing? We don't give out corporate's number for, we have to settle it at the store level and if necessary WE call them. NOT her. Truthfully, it's because we haven't turned the list over to corporate yet, haven't been told to. But we won't tell customers that because that'll lead to "oh, I can turn it in whenever I want, lalalalaal!!!" >.<
So, she storms out and swears she'll be back the next day to "have the manager fix it!"
I send a lengthy email to Boss and AM, explaining the situation, and in the process of doing so, she came back that same evening and demanded to know her total charges and how much we were "fucking up her credit!" As well as to demand boss' contact info again. I told her boss would be here first thing in the morning, and refused to give out her cell phone number, as I'd already tried calling her. She wanted to know why manager wasn't there NOW and I said "well, since my managers get here at 5 am and don't' leave until 3, she's on her way home, fighting rush hour traffic."
She looked insulted and stormed out again.
Now, I talked to boss on Wednesday, apologizing profusely, and boss wanted to know why I just didn't take the books back. See, on outstanding rentals, we take the books, and just charge the penalty fee. I explained that Ms. Bitch Supreme REFUSED to hand over the books until I swore up and down in writing that she didn't owe anything and could walk off, free of responsibilities. I couldn't authorize that. And when she found out how much she owed by canceling her card, she hit the roof. if she'd even TRIED to explain, i.e., stolen wallet/lst card, we might've been more sympathetic, but she offered none of this, even when I explained that part of the contract and said if she'd informed us, we could've worked around it. All I got was "Well, it's CANCELED!"
Why, yes, thus breaking contract a second time, hence the added penalties. you broke a contract, you pay the consequences...duh.
Well, Boss said we could make it sound like we intervened with corporate, begged and pleaded on her behalf and managed to get a 48 hour window for her, wherein she would return the books, and JUST pay the penalty fees. NO payment plans (because she tried that, too...) Money up front, or no deal.
So, we wait....and wait....and my managers go home, and it's just me. Again. Joy.
And 20 minutes to close, again, guess who waltzes in??
So I explain the situation and she glares at me triumphantly. I process the return, give her a copy of that receipt. Oh...she wants me to sign that she's in the clear. I tell her I'd be HAPPY to...as soon as she pays us the penalty fees, which are around $25-ish. I thought it was $26.40. She tries to tell me am I REALLY going to get on her case for a measly $25??
Yes that's what you agreed to. Unless you'd like me to take that receipt back, reverse the transaction, and put you BACK on the hook for over $200? Now, how would you like to pay?
Surprise, surprise, she has cash. EXACT CHANGE even, after asking me if there's tax. I say no, ring her up and thank fuck, she's gone!!!
Until 10 minutes later, she comes screaming in that I said there was no tax, so why did I charger her $26!?!?!111?!!?!
I look at her receipt, and as it had been a long day, I inverted the numbers accidentally. It was supposed to be $24.60, not $26.40.
>.<
I told her I'd refund her and she tells me "You damn well BETTER, you're not cheating me out of my money!"
Aaaaand here's where the fib comes in...
Me: I'm sorry, ma'am, I don't mean to make you get on my case over a measly $1.80...
Her: Oh, you think you're SO clever saying what I just said! Give me back the money, NOW!! Are you stupid!? How can you not see the DIFFERENCE!?!?
Me: <Straight faced, looking vaguely pathetic but prideful, according to a CW> I have dyscalculia, ma'am, I do apologize.
Her: What the hell do I care about THAT?!
Me: Well...it's dyslexia for numbers, essentially a learning disability. I have problems with numbers sometimes, but I can correct it, just give me a moment.
Her:
(as she realizes she can't say anything more without mocking a learning disability, but OH you can see she wants to. Me? I milk it for AAAALLLLLL it's worth.)I pull out a calculator, punch in the numbers and say them out loud very slowly.
Me: Ok. 2....6....4...0....minus....2....4....6...0....equ als. One dollar, eighty cents. Would you like to doublecheck my math, ma'am??
Her: (She's gone quiet and is staring wide-eyed as she shakes her head)
I process the refund for the difference and count the change out to her just as slowly.
Me: Now, to make sure I'm not making another mistake here's $1, plus 25...50...75...and 80 cents. Anything else I can do for you today, ma'am??
Her: <mumbles> No...no...thank you...
Me: <super cheerful> ok, thank you and have a wonderful evening!!!
She fled
So, I apologize, fellow CSers, for lying about a very real disability. I do have problems with numbers sometimes, but have never been diagnosed, but it shut her up, and finally got her out of my hair. It'd been a long week and I was tired and stressed, which will have more explanation in my Morons in Management thread later today and this weekend.
Am I forgiven...?
Well done 
He is my Black Dragon (and yes, a good one) strong, protective, the guardian. I am his Silver Dragon, always by his side, shining for him, cherishing him.
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