From Denominax, Tales From Retail:
This happened about a month ago.
It was around 4:55 - roughly 5 minutes before my break starts. I was planning on taking one more customer, then putting up the closed-till sign - one customer should take about 5 minutes.
So this guy and his wife roll up with a full shopping cart, and they unload their stuff. There were about 30 packages of bacon, which struck me as a little odd, but bacon is great so whatever.
I rang through about 90% of their stuff, all of it in bags on the counter, when the wife walks up, pulls out a competitors flier and says..
"I'd like to price-match these"
oh god... price match what
She wanted to price match every. single. item.
We don't price-match. There are signs that say this everywhere in the store, and this is a large nationwide chain and none of the stores price-match.
I tell her this,
"I'm sorry, but we don't price-match"
Without saying a word, they abandon EVERYTHING.
Conveyor belt full of food, bags full of food, cart blocking the isle full of food. Not a single word, just left...
Who the fuck tries to price match a full cart of items without at least verifying that we price match? It's not like it's hard information to find, there are signs every where.
So, I had to spend half an hour putting away all their (mostly cold!) food
I work in a small locally owned grocery store that has a majority of rich customers where some of them feel extremely entitled. But with this particular lady, her entitlement went beyond want I've experienced in my past 7 months at the store.
It was about 6 pm when she (and elderly lady who I will call Dee) came in and we weren't too terribly busy so I stepped out of my register to go bag her groceries at the register she was at. I greeted her, had a nice conversation with her, and sent her off with a stock boy to help unload her groceries. He came back about 5 minutes later with an empty cart. End of story. Not.
About 7:30 the phone at the cs counter rings and I was nearest so I answered it and before I could get out the greeting a woman is yelling at someone and when she finally realizes I was there she goes off on this rant about how she doesn't have her groceries and that she will be back in 30 minutes to pick them up and wants to speak to a manager when she gets here. At this point I don't recognize who she is so I didn't worry about it, but I did find my general manager and filled him in on the little bit of details I had at the moment.
So, on time, the lady known as Dee comes barging in the door waving her receipt just a rambling and when she turns the corner to see me and my csm talking she points and me and says, "YOU!"
She asks my csm if she is my manager and then proceeds to make the claim that I either left ALL her groceries on the register, or stole them. At this point I was the only available cashier so I had to go to my register while she spoke to my manager about my "theft" but as I'm entering my register to clear up the line she follows me and continues to scream in my ear about how rude I was.
Our general manager shows up after 20 minutes of this and pulls her aside and she repeats everything to him. He asks her if she will show him to her car so they can look together to see where we went wrong.
"I'VE ALREADY CHECKED MY CAR DO YOU THIS I'M STUPID?" She screams loud enough for the whole store to hear.
Eventually she shows him to her car and when he comes back - alone - He tells me that I'm not in trouble and did not steal her groceries. When asked what happened he said :
"When she left the store earlier she put down her hard top convertible roof which covered the groceries in her trunk and didn't think to put it up when she got home, so she assumed you stole them so she wouldn't have to admit she was wrong."
She never apologized or said anything else, but I'm a forgive and forget person so I laughed and blew it off. In fact the next day when she came in, I had no one in my line because I had just opened up so when she was ready to check out I called for her and offered her to come to my line, but she just looked at me and scurried up to the next register which already had two people on it.
So at the store I work at, we have 8 lanes. Well, 7, plus the customer help desk but whatever.
Anyways, it was a rather dead day, very few people actually coming in, which is somewhat rare. We had four or so lanes open, all the other ones had the lights off and the closing sign up. Rarely was every single employee busy with a customer because of how empty the store was.
So right before my shift ends, around 6:58 (I'm done at 7) I put the closing sign up and turned off my light, because by the time I was done dealing with the current customer it'd be time for me to leave.
So the till is obviously closed. Lights off, sign right at the end of the conveyor belt that says "Sorry, we'd be happy to help you at another till" or whatever.
I'm just about done ringing through the customer, when another person rolls up with a full cart, and starts unloading. I look at her, and say "I'm sorry but this till is closed, but someone can help you on till 3" (or whatever, all the other tills had no customers). She completely ignores me, picks up the closing sign and puts it to the side and starts unloading her stuff.
I finish up with the customer, and I sign off, put the sign back up and start to walk away.
"Excuse me, I already have my items on the belt"
So I told her that I already said that my till is closed and she could go somewhere else, but she ignored me.
So I went upstairs to clock out, and on my way out I see her putting all her items back in the cart, while glaring at me.
I just started a job at a large grocery store in California. On my first day as a cashier I was shadowing the manager and was told to observe proper etiquette and customer service. No problem right? Wrong.
The one instance that sticks out most to me was this one college aged kid. He had about 20 item in his cart as my manager scanned the first item then asked him to scan his card. He gave his rewards cards to her and waited. My manager looked dumbfounded and asked again for his card. Both me and the customer stared at her confused as he has just handed her his rewards card.
"No, no," she says, "please hand me your credit card."
I have never been asked this when I shopped at various grocery stores in my city but maybe this was just policy. Wrong again.
The customer blankly stared at my manager and asked why. She said it was more efficient for her to scan it now and that the line was getting longer. The customer acknowledged both those points and said he wanted to wait and see the total to make sure everything was the right price. As a college aged kid I can see why he did not want to hand over his credit card just yet, as his final total had yet to be determined.
My manager was appalled. She stopped scanning his groceries and stopped to reprimand him. "You're going to pay for all these groceries anyways. Can't you help me and everyone else along and just pay for everything now?"
Him: "I just want to make sure everything is scanned correctly and I feel uncomfortable paying an unknown amount."
Fair enough I think to myself, but my manager couldn't let it go. She continues to mutter under her breath but it's very audible. The customer, now getting irate having been delayed a few minutes is getting visibly upset. My manager sees this and decides to instigate further.
Manager: "You would be out of here by now, if you just listened to me."
Customer: "Well, I would also be out of here if you just shut up and scanned my stuff."
Uh oh.. here we go..
Manager: "I'm the manager here and will not be talked to that way."
Customer: "Oh good, a manager! Maybe you should do your job and scan my food."
Apparently my manager has never been talked about to in her life. She hmphs and doesn't talk to the customer for the rest of the transaction. As the customer leaves he turns to me and says:
Customer: "I hope you enjoy your work because this awesome manager must make work really fun."
I stood there speechless. My manager goes on to talk about him as he leaves and says how some customers are difficult and you have to handle them professionally and efficiently.
That ends my little story. I hope you all enjoyed it. Who do you guys think was right in this situation? I have an inkling but I'm still trying to process everything and am open to hearing what you all have to say.
I was working express (fifteen items or fewer) at the grocery store I work at today and a woman comes up with one of our small carts packed to the brim.
Me: Excuse me ma'am this is an express lane for only fifteen items or fewer.
Lady: I have about 17, is that ok?
Me: Are you sure that's 17 you have quite a bit
Lady: No I counted its seventeen its fine.
Without a response she unloads all her groceries onto the cart. I am dealing with another customer in front of her at the moment so I have no time to make a fuss.
She has a lot of items on the belt, way over 17. How inconsiderate to the people behind her. There was no use telling her to reload her cart that would take more time. I ring her up with a deadpan angry face as she smuggly watched me bag her copious amount of groceries.
I look at the item counter and she bought 34 items. What happened to "17, I counted?"
Me: Ok, your thirty-four items will come to a grand total of $117.90
I said this in my most beautifully cheery sarcastic retail voice.
Her face turned bright red. Customers seem to think there isn't an item counter, my register tells me how many items I've scanned.