My theory about people who do that is that they are assuming the workers are even less intelligent than they are. I can only assume that it worked *once* many years prior when manglement gave them a break to get them to shut up and leave the store.
Yep when I was a call rep managment loved and hated it. I was very curt and spoke in ways that left zero argument. "So xyz is how it is can I help you with the process this is the first step" and if they re asked the question I would continue the steps and then repeat when I was out of steps from the beginning.
They could never say I did not tell the the process nor could they say I gave them multiple answers. Mad people will be mad regardless.
Or- from another point of view- they are neurodivergent and not certain either they or you are understanding what they are asking and wanting to be sure all bases are being covered because their life experience is somehow people consistently misunderstanding them or they the person they are asking.
Iām not saying thatās what happened here at all. Just saying itās a very real thing and something we (a very neurospicy household) are actively working with our daughter on.
I have gotten to the point now where half the time instead of saying āIām sorryā when I told some 99 times something and then they complain, I just say, yup, I told you that earlier
I hate that so much. They spend all this time with you while never actually listening to a word you say. Like you, I used to be so patient with people but I find my fuse to be much shorter these days.
Yesterday I had someone come in for a pickup order she had placed for a pair of shoes. I asked if she wanted to try them on because our shoes run large and I had a feeling sheād need to size down. She ended up wanting the smaller size.
I explained to her that pickup orders use a different system than our regular in-store transactions, so the most efficient way to do the swap would be for me to cancel her pickup order and then just ring up the shoes as a totally new transaction. Price would be exactly the same, and the money from the order would go right back to her card.
She was like āwell wait, they already took the money out of my account for the order.ā I explained that they put a hold on her card for the amount, but it would only be a pending charge. The charge doesnāt fully process until the item is picked up, so by canceling the order, the charge should revert almost immediately.
She started becoming a little defensive and was like āugh you canāt just do an exchange?!ā I explained *yet again* that the systems are different for pickup orders and regular purchases so I physically cannot process an exchange for her pickup order. I also explained that if she was to pick up her order and *then* return it, it would probably take a little while before we could actually do the exchange because the POS wonāt let you return an item immediately after itās picked up.
I could tell she was getting confused because she just scoffed and said she would stick with the original size, which was too big. Her boyfriend, who seemed to understand what I was saying, encouraged her to get the correct size, so she finally agreed.
I cancel her pickup order, and print her a copy of the order info with the word āCancelledā highlighted so she doesnāt misunderstand. I then go and ring up the other shoes. When I present her with the total, she makes a face as if I just kicked her dog and says āOh so I have to use *my card* to pay for them?!ā For the love of fuck, YES. I explained that to you 10 times already?
Her boyfriend looked exasperated and just pulled out his card to pay for the shoes. Poor guy.
I donāt, sorry! People that choose to be in these relationships with these insufferable people get EXACTLY what they deserve.
Donāt be with dense people if you yourself arenāt as dense as they are!
My God lol.
At least if someone is explicitly rude to me I can tell them to GTFO.
These kind of interactions are so infuriating because I'm trying to be calm and polite while screaming internally.
I wouldāve totally done that but I needed her card for the second transactionš if I asked her to pay again with no explanation I think she wouldāve freaked out even more. Iām glad she had someone with her who understood lol
We had a lady place an online order for pizza one day, best thing about online orders is the customer does the order themselves, so they chose what pizza and toppings they want. She ordered two pizzas, a Pepperoni and a "create your own" with no toppings, so a large cheese simple right? Well she comes to pick up her pies and is pissed because she REALLY ordered a large Pepperoni and a large sausage and onion. Lady, YOU made the order yourself. If you wanted sausage and onion on your second pizza, you have to select those toppings to add to it. We can't just make whatever pizza we want for a create your own, if no toppings are selected you're getting a cheese pizza. She was furious and after a lot of back and forth between her and my coworker, mainly about how she works in a hospital and if she made a mistake at work people would die, she finally snapped at him that she "wasn't going to argue about it" and told him to make her a new pizza the "right way". Sure thing lady, but you're paying for the extra toppings since you made a mistake and didn't order your pizza correctly. šš
The number of times I've had to flip the order screen around for those customers who swear they ordered something else....I tell each and every one of them to double and triple check what they ordered before they hit that 'place order' button. Some of them still swear it's our system.
Our order system can be annoying, but it's like any other computer. It can only do what the user tells it to. This is an ID10T error.
Best part is: we did, she just refused to acknowledge that she didn't customize her order correctly. It was all our fault in her eyes because we made the order as it was written on the online ticket.
I used to work in a pizza place with online ordering. We would get people who had selected "pepperoncini" when they wanted pepperoni. Then they'd get mad at me because they had to order and wait for a new pizza. The words are similar so I can understand how people would make that mistake, but you should double and triple check before you place the order!
One time I had a lady pick up an order, then call and complain when she got home. I apologized and offered to refund to her card or make a new order for her to come pick up. She kept demanding that I have someone deliver a replacement to her home. The thing is, we didn't do delivery, so we had no delivery drivers. I had to explain this so many times to this woman. She couldn't comprehend that just because we sell pizza doesn't mean that we deliver. We went around and round in circles for a few minutes. I eventually just told her that if she couldn't accept either of the solutions that I offered then I would have to wish her a good evening and get off the phone. The kicker is that I'm 1000% sure it was correct as she'd ordered it, she was just too dumb to figure it out.
Yea my coworker tried explaining to her how to go about customizing the create your own when placing an online order, even pulled up the mobile app for her, but she was having none of it. I guess she thought we should have been able to telepathically know what she meant to order without her telling us?
We had a customer call and want to buy Soju to cook with. After being on the phone with them for a little bit I could tell they were a teen and then the question
"Do I need to get carded if I am buying it for cooking?"
"Yes, all alcoholic purchases regardless of intended usage require a valid ID"
"Okay, I will go to the store with my uncle and have him buy it for me"
"I'm sorry. but our store cannot do that, that is referred to as a Proxy Sale, and is illegal"
"Even if I'm using it for cooking?"
"Unfortunately, all alcoholic purchases regardless of intended usage cannot be furnished to minors"
"okay, no problem, I understand"
Uncle and Alfalfa both come to the store and walk up to the register, Soju in Alfalfa's hands not the Uncle's. Good thing my manager heard the entire phone call, easiest denial of sale ever.
I honestly couldn't tell if the poor kid was just confused about legality or if that was a really convoluted ABC Sting.
Luckily they're so regulated here the little paper and tag with the phone number and name of the person who's supposed to possess the keg scares a lot of them away.
My favorite is the gaggle of teens that try to come in under the guise of buying from our snack section. There's a CVS, Whole Foods, McDonald's, and Target all in the same shopping center go get your Doritos there lol
I worked retail at a higher end womenās clothing store. About once a quarter, a $25 coupon would drop. One customer returned a purchase made with the coupon, and insisted we owed her the $25 she was discounted. She escalated the issue all the way to corporate, and even had her son, the lawyer, come in and haggle with us. Management ended up giving her the $25 to shut her up. š
Tell us more about the guy at the end, bc omg š like sir this is a business, if we have a deal or discount we will make that clear (not that customers would read the signs anyway)
The thing is it's a huge chain liquor store, multi billion dollar business, 100s of stores across the country. The bottle he's after is one of the best selling products. Ie we don't have to discount it for it to sell.
The bottle comes in a box of 12, meaning he wants to buy 240 bottles of the stuff (he has claimed it's for his daughter's wedding for months now, doubt it). At full price that'd total around $12,000. A lot for one guy but not a lot for a store making around $300,000 a week at this time of year. Especially since the guy usually leaves with a single bottle that he's fought to get for as cheap as possible. We price match, but he can't figure out how to google so he wants us to do the work for him. It's usually the cheapest here it's gonna get anyway.
When I tell him all the factors that make his request impossible (including that at a store level we'd never have 240 bottles lying around) he wants the phone number for corporate, for our store manager, for our supplier.
I usually indulge him a little bit but yesterday when he started asking for numbers I told him to google it and walked away.
I had a moment like that in the drive thruā¦. I delivered hot and fresh fries to the guy at our pull window, and he grabs them and stated, ā15 Minutes!?!?!ā Iām like, Excuse me? Heās like, it took 15 minutes for fries??? I look back at my coworker who made the fries and looked back at the asshole at the window dumbfounded and was like, ā15 minutes? I donāt think so.ā calling out his bluff. Dude, those are hot and fresh. Either bust my balls and eat cold fries or drive off and enjoy! Normally I would just smile, be polite and apologize to them for the delay, but that night I was just done with it all lol
Itās okay, I understand your frustration! Those kinds of customers, and the haggling customer, and understaffedā¦I wouldāve told her the same thing.
As a whiskey drinker and someone whoās spent most of my life in retail this is hilarious.
I can just see you trying to steer her towards something quality that isnāt super peaty or smoky and her getting drawn to the Johnny Walker Blue Label that is likely the reason he specified single malt only.
No, you can absolutely stand your ground and be polite about it. āI did tell you a few times that this was not single malt, but you did seem drawn to it, so who can argue with what the heart wants, ya know?ā Cut the edge with a little laugh, but inside you are screaming I FUCKING TOLD YOU, YOU TWIT. Because ā¦well, been there, and Iāll be damned if I gave damn good customer service and you come back and act like I never said nothing!
So what ended up happening? I canāt imagine you can do a return, right?
People always keep re-wording questions hoping to get the answer they want.
My theory about people who do that is that they are assuming the workers are even less intelligent than they are. I can only assume that it worked *once* many years prior when manglement gave them a break to get them to shut up and leave the store.
manglement is a GREAT term for that method of management lmao
\^\_\^ Feel free to borrow it and spread it around. That's what I did.
I'm a tattoo artist and it sometimes happens to me. Been doing this 7 years, yet there's always that once in a while oddball who knows better.
Didn't notice "manglement" until another user highlighted it - absolutely spreading this around. š¤
Please do :)
I can't stand that. "But what if....." "Ok....but" "yeah but um......"
OMG! This! It drives me insane!
Yep when I was a call rep managment loved and hated it. I was very curt and spoke in ways that left zero argument. "So xyz is how it is can I help you with the process this is the first step" and if they re asked the question I would continue the steps and then repeat when I was out of steps from the beginning. They could never say I did not tell the the process nor could they say I gave them multiple answers. Mad people will be mad regardless.
Or- from another point of view- they are neurodivergent and not certain either they or you are understanding what they are asking and wanting to be sure all bases are being covered because their life experience is somehow people consistently misunderstanding them or they the person they are asking. Iām not saying thatās what happened here at all. Just saying itās a very real thing and something we (a very neurospicy household) are actively working with our daughter on.
I have gotten to the point now where half the time instead of saying āIām sorryā when I told some 99 times something and then they complain, I just say, yup, I told you that earlier
If Iām answering a customerās email, I will screenshot what was told to them and paste it in the reply!
I hate that so much. They spend all this time with you while never actually listening to a word you say. Like you, I used to be so patient with people but I find my fuse to be much shorter these days. Yesterday I had someone come in for a pickup order she had placed for a pair of shoes. I asked if she wanted to try them on because our shoes run large and I had a feeling sheād need to size down. She ended up wanting the smaller size. I explained to her that pickup orders use a different system than our regular in-store transactions, so the most efficient way to do the swap would be for me to cancel her pickup order and then just ring up the shoes as a totally new transaction. Price would be exactly the same, and the money from the order would go right back to her card. She was like āwell wait, they already took the money out of my account for the order.ā I explained that they put a hold on her card for the amount, but it would only be a pending charge. The charge doesnāt fully process until the item is picked up, so by canceling the order, the charge should revert almost immediately. She started becoming a little defensive and was like āugh you canāt just do an exchange?!ā I explained *yet again* that the systems are different for pickup orders and regular purchases so I physically cannot process an exchange for her pickup order. I also explained that if she was to pick up her order and *then* return it, it would probably take a little while before we could actually do the exchange because the POS wonāt let you return an item immediately after itās picked up. I could tell she was getting confused because she just scoffed and said she would stick with the original size, which was too big. Her boyfriend, who seemed to understand what I was saying, encouraged her to get the correct size, so she finally agreed. I cancel her pickup order, and print her a copy of the order info with the word āCancelledā highlighted so she doesnāt misunderstand. I then go and ring up the other shoes. When I present her with the total, she makes a face as if I just kicked her dog and says āOh so I have to use *my card* to pay for them?!ā For the love of fuck, YES. I explained that to you 10 times already? Her boyfriend looked exasperated and just pulled out his card to pay for the shoes. Poor guy.
I feel so sorry for the boyfriend.
I hope the BF can see the shoes are made of red flags!ā”š
I donāt, sorry! People that choose to be in these relationships with these insufferable people get EXACTLY what they deserve. Donāt be with dense people if you yourself arenāt as dense as they are!
My God lol. At least if someone is explicitly rude to me I can tell them to GTFO. These kind of interactions are so infuriating because I'm trying to be calm and polite while screaming internally.
[ŃŠ“Š°Š»ŠµŠ½Š¾]
I wouldāve totally done that but I needed her card for the second transactionš if I asked her to pay again with no explanation I think she wouldāve freaked out even more. Iām glad she had someone with her who understood lol
The account her card was linked to probably had a negative balance.
I swear, you could make them repeat after you, "It's not single malt" and they'd still pull this shit.
"it's" "it's" "not" "not" "single" "single" "malt" "malt" "is not single malt" "YOU NEVER TOLD ME!"
I understood that reference.
We had a lady place an online order for pizza one day, best thing about online orders is the customer does the order themselves, so they chose what pizza and toppings they want. She ordered two pizzas, a Pepperoni and a "create your own" with no toppings, so a large cheese simple right? Well she comes to pick up her pies and is pissed because she REALLY ordered a large Pepperoni and a large sausage and onion. Lady, YOU made the order yourself. If you wanted sausage and onion on your second pizza, you have to select those toppings to add to it. We can't just make whatever pizza we want for a create your own, if no toppings are selected you're getting a cheese pizza. She was furious and after a lot of back and forth between her and my coworker, mainly about how she works in a hospital and if she made a mistake at work people would die, she finally snapped at him that she "wasn't going to argue about it" and told him to make her a new pizza the "right way". Sure thing lady, but you're paying for the extra toppings since you made a mistake and didn't order your pizza correctly. šš
The number of times I've had to flip the order screen around for those customers who swear they ordered something else....I tell each and every one of them to double and triple check what they ordered before they hit that 'place order' button. Some of them still swear it's our system. Our order system can be annoying, but it's like any other computer. It can only do what the user tells it to. This is an ID10T error.
Ahhh yes the ole ID10T error. Right up there with the ole PEBKAC error.
Or PICNIC.
>she finally snapped at him that she "wasn't going to argue about it" ...And yet, here you are, Lady: Arguing about it.
[ŃŠ“Š°Š»ŠµŠ½Š¾]
Best part is: we did, she just refused to acknowledge that she didn't customize her order correctly. It was all our fault in her eyes because we made the order as it was written on the online ticket.
I used to work in a pizza place with online ordering. We would get people who had selected "pepperoncini" when they wanted pepperoni. Then they'd get mad at me because they had to order and wait for a new pizza. The words are similar so I can understand how people would make that mistake, but you should double and triple check before you place the order! One time I had a lady pick up an order, then call and complain when she got home. I apologized and offered to refund to her card or make a new order for her to come pick up. She kept demanding that I have someone deliver a replacement to her home. The thing is, we didn't do delivery, so we had no delivery drivers. I had to explain this so many times to this woman. She couldn't comprehend that just because we sell pizza doesn't mean that we deliver. We went around and round in circles for a few minutes. I eventually just told her that if she couldn't accept either of the solutions that I offered then I would have to wish her a good evening and get off the phone. The kicker is that I'm 1000% sure it was correct as she'd ordered it, she was just too dumb to figure it out.
Yea my coworker tried explaining to her how to go about customizing the create your own when placing an online order, even pulled up the mobile app for her, but she was having none of it. I guess she thought we should have been able to telepathically know what she meant to order without her telling us?
"I'm not going to argue about it" aka "I'm not going to admit I'm wrong"
We had a customer call and want to buy Soju to cook with. After being on the phone with them for a little bit I could tell they were a teen and then the question "Do I need to get carded if I am buying it for cooking?" "Yes, all alcoholic purchases regardless of intended usage require a valid ID" "Okay, I will go to the store with my uncle and have him buy it for me" "I'm sorry. but our store cannot do that, that is referred to as a Proxy Sale, and is illegal" "Even if I'm using it for cooking?" "Unfortunately, all alcoholic purchases regardless of intended usage cannot be furnished to minors" "okay, no problem, I understand" Uncle and Alfalfa both come to the store and walk up to the register, Soju in Alfalfa's hands not the Uncle's. Good thing my manager heard the entire phone call, easiest denial of sale ever. I honestly couldn't tell if the poor kid was just confused about legality or if that was a really convoluted ABC Sting.
Next one will be.... "Me and my high school buddies need a keg for a science experiment".....š¤£
Luckily they're so regulated here the little paper and tag with the phone number and name of the person who's supposed to possess the keg scares a lot of them away. My favorite is the gaggle of teens that try to come in under the guise of buying from our snack section. There's a CVS, Whole Foods, McDonald's, and Target all in the same shopping center go get your Doritos there lol
Sorry ma'am, alcohol isn't returnable or exchangeable.
I worked retail at a higher end womenās clothing store. About once a quarter, a $25 coupon would drop. One customer returned a purchase made with the coupon, and insisted we owed her the $25 she was discounted. She escalated the issue all the way to corporate, and even had her son, the lawyer, come in and haggle with us. Management ended up giving her the $25 to shut her up. š
Idiots.
Tell us more about the guy at the end, bc omg š like sir this is a business, if we have a deal or discount we will make that clear (not that customers would read the signs anyway)
The thing is it's a huge chain liquor store, multi billion dollar business, 100s of stores across the country. The bottle he's after is one of the best selling products. Ie we don't have to discount it for it to sell. The bottle comes in a box of 12, meaning he wants to buy 240 bottles of the stuff (he has claimed it's for his daughter's wedding for months now, doubt it). At full price that'd total around $12,000. A lot for one guy but not a lot for a store making around $300,000 a week at this time of year. Especially since the guy usually leaves with a single bottle that he's fought to get for as cheap as possible. We price match, but he can't figure out how to google so he wants us to do the work for him. It's usually the cheapest here it's gonna get anyway. When I tell him all the factors that make his request impossible (including that at a store level we'd never have 240 bottles lying around) he wants the phone number for corporate, for our store manager, for our supplier. I usually indulge him a little bit but yesterday when he started asking for numbers I told him to google it and walked away.
Seriously, like you donāt have time to indulge a guy thatās just yanking your chain
I had a moment like that in the drive thruā¦. I delivered hot and fresh fries to the guy at our pull window, and he grabs them and stated, ā15 Minutes!?!?!ā Iām like, Excuse me? Heās like, it took 15 minutes for fries??? I look back at my coworker who made the fries and looked back at the asshole at the window dumbfounded and was like, ā15 minutes? I donāt think so.ā calling out his bluff. Dude, those are hot and fresh. Either bust my balls and eat cold fries or drive off and enjoy! Normally I would just smile, be polite and apologize to them for the delay, but that night I was just done with it all lol
Itās okay, I understand your frustration! Those kinds of customers, and the haggling customer, and understaffedā¦I wouldāve told her the same thing.
She saw a pretty bottle and everything beyond that was irrelevant.
As a whiskey drinker and someone whoās spent most of my life in retail this is hilarious. I can just see you trying to steer her towards something quality that isnāt super peaty or smoky and her getting drawn to the Johnny Walker Blue Label that is likely the reason he specified single malt only.
No, you can absolutely stand your ground and be polite about it. āI did tell you a few times that this was not single malt, but you did seem drawn to it, so who can argue with what the heart wants, ya know?ā Cut the edge with a little laugh, but inside you are screaming I FUCKING TOLD YOU, YOU TWIT. Because ā¦well, been there, and Iāll be damned if I gave damn good customer service and you come back and act like I never said nothing! So what ended up happening? I canāt imagine you can do a return, right?