I fumbled up an order where there were these guys who had a couple of free coupons. At first I had to explain to them that the coupons only applied to one item for a value of up to $5 (not two or more items for $5) like it says on the coupon. And then I had to explain it to them again a couple of times until they got it. Then I read further and it said they could only do one coupon per purchase. So then the guys wanted to exchange one of the free items so they could get a bigger size to maximize the coupon.
After some voiding out of the items, and I had to void out the coupon and reapply it, and a couple of other items cause they were expecting the total to be lower. But the total was still higher than than they wanted and they insisted it was lower. So now the screen has this mess of voids and I'm trying my best to figure out why the total is a certain amount.
So, after 3 minutes of racking my brain on it, I finally give up and seek the help of one of the CSMs. She was on service desk duty, and the one running the floor was somewhere else at the moment. So she decided to help me out cause she had no customers.
So after looking at my mess of an order, the first thing she does is voids out my order and starts a new one with the items that the customers did want to buy. I mean wow, "why the hell didn't I think of doing that?!" Is what I was thinking to myself. But then she does what I was absolutely impressed by. The customers start bitching about the coupons and how they should be able to combine the items. They also bitched about something else but I couldn't hear them cause I had to attend to other customers in the mean time. But after a minute of arguing with them, she told them that they could not have it and she told them to just leave. She also gave them their money back. She basically told them to **** off cause they were acting like children. She treated them like children. Granted, they were in their mid 20's, so close enough, I guess.
I mean, wow. I was mighty impressed by that. Like, I didn't know you could deny a customer like that. I wish I had the skill to do that. Cause, I would be too afraid to do anything remotely like that. Customer's always right, and all that.
Well, I at least want to be able to figure out how I ****ed up the order. I mean, as a cashier, I would think that would be essential. I should have been able to figure out why the total was wrong.
Manager On Duty - any non- or union store management level employee (or Dept Head / "Lead in charge" of store / store keyholder, if no other Store Management personnel available) whether hourly or salary
-- Edited by UC151 on Sunday 29th of October 2017 11:45:32 PM
-- Edited by UC151 on Sunday 29th of October 2017 11:46:08 PM
I wish management would do that more often. It seems like the small payment some customers make for their orders is no match for the time and distress they cause the store employees
I wish they'd do that more at my store too. Rather than escalate a problem, they'd rather "give in" as to not cause a scene. One of our notice thing by the time clock states to 'POLITELY tell the customer that the coupon is not valid/real and we are unable to accept it. Give the coupon BACK TO the customer and inform management if requested.
Also another note says "carefully look over all bills. We do not want to give our customers fake money."
Ummm.. don't you mean 'Carefully observe all bills, we do NOT want to take fraudulent money?'
Also, if a coupon is fraudulent why in nine h*lls would you want to return it to the customer? I have NEVER returned a fraudulent coupon to a customer. Never have and NEVER will. EVEN IF they get pissed off
Majority of customers are nice. But some are turning into real monsters. Self entitled, selfish, gross idiots that believe they can steal, and pretty much do anything, because " customer is always right". And this is happening, because the stores are conditioning them to be that way.
Corporate - it's ok to sometimes say "no" to a customer. Especially when they lie, cheat, do things that make other customers not want to shop in our store anymore. We should not be scared to "lose" one thieving customer, if that means that we retain 5 "normal" customers that appreciate us being "hard" on those that make all others shopping experience not so nice.
We all know what I'm talking about.
People who take food from a salad bar, coffee bar, fruit from produce, fried chicken, drinks, candy bars... and openly eat it before they pay.
People who open packages to see how the product looks inside, then leave it on the shelf.
People who purposely damage a product, then demand we mark it down for them.
People who swap price tags on items so they get it for less, or who fill regular container with organic product.
People who fill their container with half of another container on items that sell by piece, not by weight.
People who self sample from items that are not for self sampling. Like produce or bulk nuts/candy dispensers.
They think nobody can see them. But we do, and other customers do too. It damages our reputation. It would be much better to educate these people nicely with signs or some other propaganda. And for the "illiterate" ones, we should be allowed to educate them. Nicely, of course.
