I had to deal with a customer who got something for nothing. She had a problem not getting an OOD item that was on sale because the on-sale price expired some time ago. I go for a price check and she decideds to go there because she had to be somewhere soon blah-blah-blah. We get there and she makes a big showing of the sale price. I look closer and tell her its expired. She tells me she didn't have time to look at the details. I start to go back up front and she rips the tag off the shelf and brings it with her. She headed both back and forth at a brisk pace while I casually sauntered along the way. Before I got back to the front I catch a member of management to accompany me. The customer tries to make me out to be the bad guy by saying I told her to bend down and look at the tag, which I did not. She kept changing her story more times than I would care to count and she got the item for nothing.
don't you just love it? our mgmt lets that happen all the time which is why i predict kroger will one day bite the dust for giving away product constantly to customers who know how to raise a big stink
Well what this customer needed was a Kroger gift card, remember the cashier/bagger is the most important as far customers. A customer has a great experience while shopping the aisles, but a cashier with an attitude, the customer thinks badly about the entire trip? Put your self in the customers shoes. They are the reason we are here.
You can say that about any job. No matter what type of job anyone has, that job is dependant upon the general consumer. It may be as direct as it is working in a grocery store but every job can be linked to the sale of goods or services to the general public. So in other words, we all pay each other's salary.
Sorry to break it to you, but the customer was probably right.
Most Krogers have a Scan Right Guarantee policy that if an item scans incorrectly - eg, is mislabeled or mispriced in the system (even if the label has an expiration date on it), then Kroger will void/refund the cost of that item. Or course there are some restrictions (I believe there is a maximum dollar amount, and household goods might be excluded, and so on), and I believe details and participation can vary by zone or state.
That said, there was no call for the customer to act like a complete jackass. People who lack basic manners are too common these days, unfortunately.
I always honor an expired tag, and then I take it down. I figure that enough times, and they will care more about taking down the expired tag. But if a customer doesn't have the courtesy to speak to me in a polite manner, I do make them wait a little longer. ;)
I once had a woman come into my local Kroger at 6am and she wanted to buy my out-dates that I was pulling off the salad wall in the produce department. She wouldn't listen to me when I specifically told her that I cannot sell her outdated product. She finally just walked out, but good god that was an experience.
at my store we pull off the expired tag and attach it to a reprinted copy of the receipt. that way it's clear what you did and why if there's ever a question.
our policy is if the tag is expired, we'll give you the price you expected instead of the correct higher price it rang up.
