Currently at college but planning for finish my first year up in the next few weeks and return to retail hell. Working at a store from the ground up the past couple years I swear that I have seen everything. One thing that I never expected was the amount of violence that you can see over a couple dollars. Now my store, before we converted to another, had a policy that it was up to the employees at guest service and in the office to decide whether to give a custy their refund if they brought back food. Typically it would end peacefully with the store giving a full refund, or double if the fresh product did not live up to standards.
Now after my time I began to pick out the custys that would come to guest services and would be causing problems, and I would immediately call a manager or someone who has seniority to deal with them.
Since before I have gotten the statement, "I don't want some snobby ass kid taking my money, get me a manager now I will have you job." Luckily with my track record all of my managers openly trust me and stand behind me, with one even offering me a promotion after dealing with a custy from hell.
After the extreme couponer show, coupled with my stores double up to $1.99 coupons our store began to see some crazy couponers.
Let me say they are very precise about their money and how everything works out. Following a double coupon day, I was at guest service and saw this lady start walking up with a receipt almost 3 feet long, so I called my manager out of the office and went to another area close by in case she needed help.
The custy demanded her money back after she purchased "the wrong sized Mounds," now I have seen this trick before, a custy buys an item with a coupon and then demands we give them full price back on said item because our receipts only coupon on them.
My manager was happy to do so and was beginning to get the register set up for a refund.
Then all hell broke loose, the custy strait up yelled at the manager that she should also get the right size Mounds for free plus some other type of compensation, because our store does not have the employees who are smart enough to put the bags where they were supposed to be.
My manager took one look at the receipt and notice the custy was in the store at 7AM, so the shelves were correct because they had done 2 run throughs before the store opened that day.
My manager politely said that the custy would just have to take the refund and she could buy the Mounds if she wanted with it.
I believe the exact word coming from this devil’s mouth was "Give me what I want, I shop here all the time, I pay for your salary, and THE CUSTOMER IS ALWAYS RIGHT!!!"
My manager being kind politely said that she was no longer going to run the return because a custy is supposed to respect the workers and she did not like being yelled at.
All the while this is happening the baggers all shifted down closer to the guest service desk, I moved beside the desk, and the deli workers came to the front to "clock out." We were afraid this might get violent. The custy almost leapt over the desk to grab my manager, but stopped when she saw 8 guys all who could restrain her within leaping distance of her. She then demanded that we get a manager.
We followed orders and called our manager up, who was Awesome Manager again for me and told her exactly what the front end manager said; followed by if you attempt to hurt an employee the police will become involved.
In the custy's fury storming out of the store she hit this nice old lady and her cart. OL simply said, "have some respect for the workers, they tried to help you." and the custy responded by shoving the lady’s cart across to a wall and yelling for her to "F*#@ OFF."
We apologized to old lady and offered a discount or something, but she simply stated she didn’t need anything and was glad the lady from hell left.
I found out the next time I worked that the custy had her 14 y.o. daughter come in the next day and try again for the refund, though this time just for money. Luckily my manager left a message to the openers for the next day to watch the video and to keep an eye out. No refund was given and the daughter was left with a message of "Tell your mom that all employees are aware of this and nobody will be giving you this refund.
May you all have custys like OL.