Retail Balls Awards: Hotel Customer Gets Told



From December, 2010:

The hotel manager in this story gets a Retail Balls Award for their swift and supportive action in dealing with a homophobic asshole customer:

Hey RHU,

It's Dan and I'm back at the Front Desk. I had left the hotel to lease apartments because the hotel is a good half-hour away and this leasing job was right out my front door (literally...I was leasing apartments in my own apartment complex). Because of the wonderful training I had in how to lease apartments I became frustrated to the point of tears (I have anxiety attacks when I don't know what I'm doing...wonderful when what I'm doing is my only source of income, right?)

Anyhoo, my FOM gave me my job back and let me tell you...I appreciate this job so much more just because I know what I'm doing and I'm good at it.

Back to the story at hand...I got called a fag at work, RHU. I'll be honest, it's the first time in my 21 years of life that it was said with such hate and to my face.

I've had it said behind my back once before, but when I turned around and said "Excuse me, what did you say?" the douche-tard shut his vomit-hole.

When this happened, I was so taken aback. Our hotel has a policy that requires people checking in to provide their credit card and picture ID. When Mr. H came up to me, he told me he didn't have his card, but asked if we could charge to the one that was on file. (We only do that for the highest tier of our loyalty program. He was the bottom tier.)

Me: Sorry, I would need to have the card to I can swipe it.

Mr.H: Well if my girlfriend comes and gives you her card, can you just charge the one that's on file?

Me: No, I'm sorry it doesn't work that way.

He goes away and gets on his phone, so I continue to play Freecell on my computer because it's the only game that isn't blocked (and it's awesome). He comes up again maybe half an hour later with his girlfriend to check in.

OCTOCAROL 336Mr.H: So I called THEM and they charged my card for the room and they said all I had to do was show my ID. 

I assume by "Them" he meant Schmilton, so I check the reservation, and instead of "Guarantee by Credit Card" his reservation noted "Full-Prepayment" which solved half of his problem and caused all of mine. See, even if the room is prepaid we still need a credit card for incidentals (room service, phone, etc;).

Me: Okay it looks like the room has been payed for, I'll just need a credit card for incidentals.

Mr.H: Did you not listen to me? I already payed for the room, they told me all I needed to do was show my ID.

Me: I agree that the room was paid for, but I still need a card for incidental charges.

Mr.H: Listen to what I'm saying. I don't have a credit card on me, is there a manager here I can speak to?

Me: I'm the only one here to assist you at the moment, and that doesn't change the fact that our hotel's policy is to collect a credit card upon check in.

Mr.H: So what do you want me to do?

Me (at this point, I'm shaking from frustration): I want you to come back with either a credit card or cash to leave as a deposit.

Mr.H: Fuck you, fag!

At this point, he picks up his bags and storms out with his ugly girlfriend in tow.

Me: Have a great night! Jason 024

It was the only come-back I could think of at the time. I honestly wanted to incite him to come back because then I would get the pleasure of calling the police to escort him off property and issue a no-trespass warrant. Alas, the only thing I could do at that point was call my FOM who went livid.


I <3 her. I ended up calling the loyalty program's Guest Assistance hotline and had them mark in his profile about being abusive to hotel staff, that way people are aware. And my FOM get's the task of sending him a letter telling him he is no longer welcome back on property, lol.

So yeah, pretty intense moment. All I want to say is that I love my job even more because my manager will go to the ends of the earth for me and the rest of the team =D


read more Retail Balls Awards Tales here

read more Hotel Hell stories here








Monstrous Customers: My No is still a No even after your tantrum



From u/bunnymagics Tales From Retail:

I've never had a story I've felt was really worthy of this sub before but after what happened tonight, I'm still kind of shook up, so I thought I'd share and hopefully calm myself down a bit.

I'm a front end supervisor at my store and that puts me over the returns/money services we do for customers as well as over the actual checkouts. Tonight the store really slowed down after about 8:30, and I was chatting with one of the returns associates, we'll call her B, when a customer walked up. He seemed friendly and all so after greeting him and directing him to my associate, I wandered off to check on my cashiers.

Just a minute later, B flagged me back down to her but met me halfway-- something they do often at the desk, so we can be apprised of a situation without an audience of whatever angry customer is waiting. The Friendly Guy wanted a paycheck cashed-- but this one happened to be dated for tomorrow, unfortunately. I assumed B just wanted me to tell the customer myself and went to the desk figuring it'd be easy enough. He was friendly enough a moment ago, after all. Boy was I wrong-- on both counts, sadly.

When I got to the counter and launched into the Postdated Checks explanation, FG's whole demeanor changed. He started cussing and yelling-- and then begging us to just cash the f-ing thing. I explained again that we couldn't, causing more of the aforementioned cussing and yelling.

And then it happened: the customer threw his phone at me.

It landed behind me somewhere, just barely missing me, and at that point I was honestly scared. I've been in retail for almost four years* and I've never had a customer throw something at one of our employees. The rest of that interaction was kind of a blur-- more cussing and yelling, the phone retrieved and thrown again, and then finally, blissfully, the customer just left, probably because despite being extremely freaked out, neither B nor I were budging on something that would get us in serious trouble.

B was as shocked as I was, but definitely more together because she's the one who reminded me this warranted a call to AP. They pulled video, I calmed down, and my closing shift resumed-- tills to pull, cashiers to send to break, etc.

Thankfully, FG didn't come back, but I made sure B was walked out to her car, because you just never know.

edit: I've definitely cried more than four tears over this job, but I've had almost four years in hell because of it.





Crazy Customers: Manson wanna be needs help



From u/GoGoGodzilla_ Tales From Retail:

Okay so this one is a few months old but y'all might enjoy it.

I was going to clock out because It was 8pm and I was off. (I was done for the day!)

Crazy dude with long grey hair wearing a Charlie Manson shirt walked up when I was going to clock out and asked where the canned cat food is. I showed him and went to clock out.

When I came out of the back room he was there waiting for me and since I'm a good customer service slave i helped him and told him "have a good night sir"

He started yelling at me saying he isn't a "sir" (he was at Least 60, so yeah, a "Sir") all about the cat food says $19.98 instead of the $9.98 he wanted to buy. I told him how the price tags worked and he was in fact buying the $9.98 cat food bag.

I thought all was well and went on my merry way buying my nightly wine and snacks. Until I saw him In line before me at our one open check out lane. I pulled off my work shirt and threw my hair down and happily listened to him yell at 3 CSMS (customer service managers) about the price of the cat food. Apparently my super disguise worked so well that Charlie didn't know it was me that helped him before.

He threw such a huge fit about the cat food that was nprmall priced that manager actually had him escorted out.

I'm actually so happy they finally escorted out a terrible customer!




Retail Hell Memories: "This nerd won't take my coupons"



From u/IzzyContino, Tales From Retail:

 I work as a cashier at a members-only warehouse type store. This story took place last September, but I still remember it like it was yesterday.

It's a normal Sunday afternoon, kind of busy but not unmanageable. I have about 25 minutes left in my six hour shift when She approaches. From here on, I'll refer to her as Coupon B*tch (CB).

Throughout the entire transaction, she seems nice enough. Her order ends up being about $300, almost entirely food, about half of it cold.

Then she hands me her pile of coupons. As I start to scan them, I notice that about half of them are for items she didn't buy (wrong brand or even items that just weren't there), and that there are multiple duplicates of each one (we have a strict policy of one coupon per item). To save time, I go through the pile, scanning whatever I can and setting the rest aside into a pile that I'll give back.

I turn to her, and start to explain why I rejected certain coupons.

Me: Unfortunately, you purchased a different brand of this item (I don't remember exactly what it was)

She's fine with this, although I think she hoped that I wouldn't notice and just give her the discount on the other brand.

Me: This coupon could only be used on the pre-packaged 3 pound block of cheese, not on the deli product (which she had only bought about half a pound of).

CB: Well that's ridiculous, get me your manager.

I flash my register light to call over a manager, and as I'm turned around, I hear CB whisper to her friend:

CB: Never had a f*ing problem before, but this f*ing nerd won't take my coupons.

I chose to ignore her for the time being, knowing that the manager who was coming over wouldn't give in to her. In the meantime, I go through a few other coupons, explaining why I couldn't take them and showing that she had not purchased the item.

When the manager arrives, he asks me what's wrong. CB decides to answer instead:

CB: Oh hi honey, this kid won't take my coupons.

Keep in mind that I'm a student, but this manager can't be more than 10 years older than me. He asks me to see the stack of coupons, and I briefly show what she had purchased. At one point, he asks me to get a bag of deli meat from her carriage so he can check it against the coupon, and it falls onto the floor.


Mgr: Ma'am, he's just doing his job. We can't accept these.

CB: Then, you know what, f*ck this store, f*ck you. I'm leaving. Have fun putting all my sh*t back.

And she stormed out, leaving us to put back a carriage mostly full of refrigerated items. I was pretty shaken up, to be honest. I had been at the job for a few months but this was the first time I had been personally insulted. I'm pretty short and thin, and I wear glasses, so I assumed that her "nerd" comment was directly attacking my appearance. Thankfully, the next customer in line had seen everything and he could not have been nicer. I left 20 minutes later fuming, and a year later, she's still probably the worst customer I've ever had. I guess it makes for a good story to tell now.

BONUS: According to a coworker who works at the customer service desk, located about halfway between the registers and the store exit, CB was still ranting about us on her way out. I haven't seen her since.







Monstrous Customers: Tale of the Spitter



From  GxSobes, Tales From Retail:

So, I'm a Store Manager at a fairly popular sports headwear and Jersey outlet. My location is in a mall and we get really slow traffic during the week so I try to spend a lot of time with customers to hit budget.

I was currently checking out a gentleman today, and halfway through the transaction a woman about 19 years old and her 4 year old daughter came through. I greeted them and tried to hurry my transaction to help them. As I'm doing my spiel about our rewards card the woman starts talking over me and the man in a very loud voice about wanting to see a Jersey. I told her kindly I'd be with her in a moment since I was on a solo shift.

After finishing up the transaction I head over to her and ask her if she want to see any of the baseball jerseys down she had been looking at.

She instead asks how much they are.

I tell her, they range from 90 USD to about 125 USD. She immediately scoffs and gets very close to my face and says.

"Psh, no fuckin' way, sweet heart."

First off, I hate being called any form of sweetheart, honey, etc. Plus I am at least 5 years this girl's senior and a person who shouldn't have to deal with this hostility.

I continue to inform her that this is the normal rate for jerseys and actually a good deal since they are double the price at the stadium. She then gets even closer to my face and says, "You're a fucking liar,"

And that's when she kind of spits in my face. Now, I don't know if it was intentional or not however I did have to wipe my face in front of her. I am usually a pretty calm person at work but away I'm usually known to get worked up and angry at things. My friends call it "combative", I call it passionate. Lol.

I guess my tone of, "Good luck finding them, now if you aren't going to buy anything please leave," Sounded more like a threat because she high tailed out of my store with her daughter.

I can never understand how someone can be so crass in front of their kids. This isn't the worst thing that's happened to me in 6 years of retail, but man, she almost pushed me to my limit after a 12 hour shift alone with 600 things to do.

Please be nice to use retail folk. :(

TLDR: Customer doubted me, got angry and close to my face and spit in it.

-- GxSobes




Retail Balls: Customer Denied Service For Rude Outburst



Molly_Mog is bestowed a Retail Balls Award for how she handled a monstrous customer:

So yesterday was the most satisfying day I've had in ages.

I was on the till, the weather is closing in and it's busy as all hell, we're hands on deck all over and the boss is finally taking a quite bite to eat. This is the scene and this is how it happened:

A bloke came up to my till with several coffees he'd just got from the cafe bit down the end and asked for some tobacco, papers and tips, that's fine and I get them. As I notice his coffees I politely tell him: "Next time, to save you time, you can get everything all at the same time."

He had been very polite and seemingly happy but suddenly turned into a vicious spitting monster (I mean really, completely changed) and starts shouting at me: "Don't tell me how to fucking order my stuff you stupid cow!"

I'm stunned and literally stop in my tracks as a friend who was with him told him to calm down and stop that. He told her to shut up too and I shouldn't be telling him what to do. I'm angry and confused at the same but time for once didn't let the anger go. I still had the papers and tips in my hand and the tobacco was still on the counter, nothing paid for.

A calm washed over me and I looked straight at him and told him: "I do not deserve to be spoken to that way, I'm refusing you service."

I go to take back the tobacco and he tries snatching it from my hand, almost succeeding, but stopped himself and his friend ushered him out of the shop as he mutters on about how I shouldn't be telling him what to do. She looks at me as they go and mouths: "I'm sorry."

My co-worker said I should go and tell boss because that doesn't fly and we need to keep him informed when arseholes pull that type of stunt. So as I'm heading to the back the bloke returns. He's obviously calmer and says: "Miss, can I talk to you for a minute?"

This is the first and only time I've ever been able to do this and I still look back in shock. I looked him straight in the eye and with a perfectly calm and straight face I resounding said: "No!"

Then I walked out to the back to tell boss that someone might want to talk about what had just happened, instead the bloke had walked off.

I'm still surprised at it all.