Thought I'd share this little story. A couple days ago a lady came in and spoke to one of the deli employees, dammit I missed all the fun because I was at lunch at the time, and said that she got sick from the holiday dinner she purchased for thanksgiving. She didn't bring any of the dinner items back, all she had was a receipt. While one of the employees was looking her name up in our book with the order forms she changed her story and said it was for Christmas.
The lady told the guy who was frying chicken "you remember me don't you?" Of course he didn't. By this time our deli asst. manager came down to help this woman out who by now was cussing all the deli employees and telling everyone their jobs were on the line. She claims she called earlier and talked to a Chinese guy, but we don't have but two guys in the dept., and neither of us our Chinese. And she claims she talked to the guy who was frying chicken that day the day after Christmas about her ordeal. Problem is he didn't work that day. Before the asst. could see the receipt and see if it actually came from our store or even a Kroger, the customer ripped it out of her hand. So before she blew a gasket ,she told her to speak to a store manager.
Well with all this evidence showing that the woman was lying through her teeth, the co-manager told the office to give the customer their money back on a gift card. Pisses me off that management sided with this bitch over us! We didn't have her name on any of our order forms at all!
-- Edited by krogerman77 on Thursday 8th of January 2015 03:16:02 PM
I refused a beer sale one night because they didn't have id. We have to id everyone in the group. One didn't have id. So they left the store, and one guy came back in. I called down to the other register and told the cashier don't sell him the beer, that his friends were in the car and no id. Well, evidentally he caused a scene and the comanager sold him the beer. She said "well, I didn't see his friends". He looked at me and gave me this "ha ha I won" smile as he waved his beer at me on the way out. Fine. It's her name on the receipt not mine.
Management should back up the employees but it doesn't happen often enough. A customer screams loud enough and they give in.
We had a co manager give a lady a free cake away because she was an idiot who was tailgating someone and had to slam on her brakes and the cake went flying. She had already picked it up and signed the paper saying she was happy with it but nope she got another one made for her.
In the eyes of some co-managers, no matter how in the wrong the customer is, the customer must be made happy even if it's at the store's expense. Customers that are dishonest prey on these types of co-managers and will repeatedly target that store due to past successes. It's frustrating to watch them get away with it, but there's nothing that can be done about it as it's the co-manager's call.
On the flipside, it's incredibly satisfying watch a customer be told, "if you're going to act that way, there are other places to shop," by a co-manager, as I've witnessed before. Even better, when a customer threatens to call corporate, hearing a co-manager go, "go right ahead. I know my policies, so I know they'll side with me." So many customers need to be told these kinds of things, but sadly few co-managers will go that far.
Thank goodness we have a decent store manager now. We ID for cigs and alchahol as well. One guy who was clearly in his 40's said "it's ok. I don't need an id, I'm way over 21." Our manager politely stated it doesn't matter if your 101, no id, no sale. He kept pestering and pestering, holding up the line, until he finally shouted, I don't need no flippin' id. Our manager stated, then you don't need the alchahol. Bye now. Next customer please.
I love it when they show me an expired drivers license. I tell them no sale, you have to have a valid id, yours is expired. One guy's license had been expired for 8 years! I'm sure he drove to the store.
Earlier this week i was clocking out for my break and i could see one of the co-managers talking to a lady. She was holding something that she had bought and was not satisfied with the product. As i go upstairs i hear someone "raising" their voice. I look down and it was the same lady starting to scream at the co-manager. I heard her yell, "I want my money back!" A few seconds later another manager came by to talk to this lady down.
I am not sure if they folded or gave her the money back. Yet, it was interesting to see what management does in that situation.
Management should back up the employees but it doesn't happen often enough. A customer screams loud enough and they give in.
I completely agree with you. This is especially bad on the front end with returns, even alcohol, or wire fraud. They're not consistent about and will throw you under the bus in a heartbeat.
I had this guy come in with a cake he bought at a sister store. He wanted white, because his entire family was allergic to chocolate.
It apparently had been mislabeled. The manager told me to go ahead and remake the cake for him. After doing it, the customer insisted it should be free, as he has already paid once. Of course, he got it free. I had the chocolate cake sitting on the counter when he left.
He went to the customer service and got a refund for the first cake, since it was wrong, it should be refunded. The Manager allowed this. He then returned to the bakery and wanted his chocolate cake back, I told him the cake was refunded and a new one was made free!
He got angry and huffed, said I would just throw it away anyway. He came into the bakery, picked it up and walked out of the store half laughing. Last thing he said is "My wife would kill me if I didn't come home with both cakes"
I was left shocked. Thanks to him I missed my lunch, to make him his new cake. I reported it to the manager, he just sighed and said to leave it be.
Welcome to Krogers, where we pay you to make you free things.
I had this guy come in with a cake he bought at a sister store. He wanted white, because his entire family was allergic to chocolate.
It apparently had been mislabeled. The manager told me to go ahead and remake the cake for him. After doing it, the customer insisted it should be free, as he has already paid once. Of course, he got it free. I had the chocolate cake sitting on the counter when he left.
He went to the customer service and got a refund for the first cake, since it was wrong, it should be refunded. The Manager allowed this. He then returned to the bakery and wanted his chocolate cake back, I told him the cake was refunded and a new one was made free! He got angry and huffed, said I would just throw it away anyway. He came into the bakery, picked it up and walked out of the store half laughing. Last thing he said is "My wife would kill me if I didn't come home with both cakes"
I was left shocked. Thanks to him I missed my lunch, to make him his new cake. I reported it to the manager, he just sighed and said to leave it be.
Welcome to Krogers, where we pay you to make you free things.
I would have said, "Sorry, we're not allowed to let customers have anything that's been returned. It's a health department violation."
I had this guy come in with a cake he bought at a sister store. He wanted white, because his entire family was allergic to chocolate.
It apparently had been mislabeled. The manager told me to go ahead and remake the cake for him. After doing it, the customer insisted it should be free, as he has already paid once. Of course, he got it free. I had the chocolate cake sitting on the counter when he left.
He went to the customer service and got a refund for the first cake, since it was wrong, it should be refunded. The Manager allowed this. He then returned to the bakery and wanted his chocolate cake back, I told him the cake was refunded and a new one was made free! He got angry and huffed, said I would just throw it away anyway. He came into the bakery, picked it up and walked out of the store half laughing. Last thing he said is "My wife would kill me if I didn't come home with both cakes"
I was left shocked. Thanks to him I missed my lunch, to make him his new cake. I reported it to the manager, he just sighed and said to leave it be.
Welcome to Krogers, where we pay you to make you free things.
I would have said, "Sorry, we're not allowed to let customers have anything that's been returned. It's a health department violation."
That would have been a good answer, but I was VERY new. And like I said, he walked into the bakery, picked it up and walked out. I was in shock. and my manager just looked defeated.
I had this guy come in with a cake he bought at a sister store. He wanted white, because his entire family was allergic to chocolate.
It apparently had been mislabeled. The manager told me to go ahead and remake the cake for him. After doing it, the customer insisted it should be free, as he has already paid once. Of course, he got it free. I had the chocolate cake sitting on the counter when he left.
He went to the customer service and got a refund for the first cake, since it was wrong, it should be refunded. The Manager allowed this. He then returned to the bakery and wanted his chocolate cake back, I told him the cake was refunded and a new one was made free! He got angry and huffed, said I would just throw it away anyway. He came into the bakery, picked it up and walked out of the store half laughing. Last thing he said is "My wife would kill me if I didn't come home with both cakes"
I was left shocked. Thanks to him I missed my lunch, to make him his new cake. I reported it to the manager, he just sighed and said to leave it be.
Welcome to Krogers, where we pay you to make you free things.
I would have said, "Sorry, we're not allowed to let customers have anything that's been returned. It's a health department violation."
That would have been a good answer, but I was VERY new. And like I said, he walked into the bakery, picked it up and walked out. I was in shock. and my manager just looked defeated.
Yes. Exactly right. Two completely free 1/4 cakes, with the edible images.
Problem was, like a poster above had said.. managers are whipped and brainwashed into making customers happy even at the stores expense. It's better to have a loss than have one person mad enough they start an all out verbal war, media war, some kind of reputation damaging war.
-- Edited by Darling on Wednesday 14th of January 2015 08:14:45 PM
I had management today tell me a customer said I was throwing trash out of a shopping cart onto the sidewalk and they (the customer) had to pick it up.
I did no such thing. Sure, I'm not too thrilled with some of the morons who shop here.
Sure, these customers leave all sorts of crazy crap and disgusting items in the carts.
Yes, at least one out of every eight carts has trash in it.
But I knew I hadn't done as the person had claimed.
Yes. Exactly right. Two completely free 1/4 cakes, with the edible images.
Problem was, like a poster above had said.. managers are whipped and brainwashed into making customers happy even at the stores expense. It's better to have a loss than have one person mad enough they start an all out verbal war, media war, some kind of reputation damaging war.
-- Edited by Darling on Wednesday 14th of January 2015 08:14:45 PM
Here each of those cakes with the image is 22.99. That's almost $50 in free cake. And yet, if you dare to ask to stay over an extra hour to get cookies out when they're on sale, they say it's not in the budget. I make $8.45 an hour. They can't afford $8 but they have no problem handing out free cakes.
Here each of those cakes with the image is 22.99. That's almost $50 in free cake. And yet, if you dare to ask to stay over an extra hour to get cookies out when they're on sale, they say it's not in the budget. I make $8.45 an hour. They can't afford $8 but they have no problem handing out free cakes.
That $22.99 is the retail price. The actual cost of the cake for Kroger is a lot less. When a customer returns an item, Kroger would much rather exchange the item for a new one one than give them their money back. Someone might pay $2.00 for something that cost Kroger $.75. If they exchange it, then Kroger is only losing $.75. If the customer wants a refund, then Kroger is losing $2.00.
I had this guy come in with a cake he bought at a sister store. He wanted white, because his entire family was allergic to chocolate.
It apparently had been mislabeled. The manager told me to go ahead and remake the cake for him. After doing it, the customer insisted it should be free, as he has already paid once. Of course, he got it free. I had the chocolate cake sitting on the counter when he left.
He went to the customer service and got a refund for the first cake, since it was wrong, it should be refunded. The Manager allowed this. He then returned to the bakery and wanted his chocolate cake back, I told him the cake was refunded and a new one was made free! He got angry and huffed, said I would just throw it away anyway. He came into the bakery, picked it up and walked out of the store half laughing. Last thing he said is "My wife would kill me if I didn't come home with both cakes"
I was left shocked. Thanks to him I missed my lunch, to make him his new cake. I reported it to the manager, he just sighed and said to leave it be.
Welcome to Krogers, where we pay you to make you free things.
I would have said, "Sorry, we're not allowed to let customers have anything that's been returned. It's a health department violation."
That would have been a good answer, but I was VERY new. And like I said, he walked into the bakery, picked it up and walked out. I was in shock. and my manager just looked defeated.
So he got two free cakes, right?
Wow. Just wow.
I would have said, "I'm (not) sorry. But we've already tossed it out." And left it at that
