From u/justrudeandginger, Tales From Retail:
So I work at a music store that sells all sorts of music gear but we also rent out band/orchestra instruments for the school year. They’re all due back on the same day, which is a few days after the last week of school.
We gave a grace period for late returns up until Independence Day... but as of today, there is a $10 late fee for people who failed to return on-time.
My coworker was dealing with a lady unhappy about her late fee and she asked to speak to a supervisor, so my coworker got me.
Lady: I can’t believe you’re charging a late fee! You’re clearly trying to squeeze money out of first-time parents. How could you only give us three days after school ends to return?
Me: Well, the instrument is ten days late- is there a reason why you couldn’t bring it back sooner? (Sometimes we waive the late fee at this point due to death in family, moving, etc)
Lady: well we went on vacation after that and then YOU were closed for 4th of July, so this was the soonest!
Me: I’m sorry, but I can’t help that you went on vacation and it was a National holiday yesterday. A few hundred people took care of the instrument either before or by the due date- they’re in situations just like you and we keep the due date close to the end of school to avoid people going on summer vacation and forgetting to return the instrument.
Lady: Prove it.
Me: I’m sorry?
Lady: I want proof that hundreds of people returned their instruments already.
Me: I’m sorry, but I can’t do that because the return slips have their personal information on it and I can’t show you other people’s information.
Lady: You’re lying and have no integrity. I have integrity and I’m going to shop at a store that values their customers and doesn’t extort them.
Me: I’m sorry, but you’re returning the instrument late even when you signed a contract agreeing to these terms. We also sent a reminder in the mail a few weeks ago so you can plan ahead.
Lady: Why is there a late fee when you’re not renting instruments out right now anyway?
Me: There’s a late fee because you’re late and we have around 500 rentals out right now. We rent for the summer as well as the school year.
Lady: You’re lying.
At this point I’m on the verge of crying because of her tone and how she’s talking down to me/treating me/etc. She said a few other awful things to me but I’m not going to go into full details for the sake of length.
I ring her up and I’m shaking from trying to keep it all in and then she gives me this line.
Lady: Hah, look at how much you’re shaking. That’s how I can tell you’re lying. I’m going to write bad reviews so every knows you and your store has no integrity.
TL;DR: Lady complains about a late fee when she’s late. Assumes she knows our inventory and accuses me of lying. Yells at me to the point of making me shake and then says she knows I’m lying because I’m shaking.
Anyway, I felt better after a quick cry in the break room. I also get to bask in the fact that our rental prices and any late fees are lower than our competitor and now she’s their problem.