I had a trifecta last night at work. What is it about sales that bring out the nasty in people? Our sale has been going on since Dec. 26; markdowns are now an ADDITIONAL 60% off. yet they still think it shoudl be free, should get price adjustments, etc etc etc.
Customer who wanted to return and repurchase. As we do, I told her I could do it, but we don't normally, or at least I tried to, politely. She then said to me, quite snippily, "well, I spoke to that woman over there (the manager) who told me it was fine, and she didn't lecture me.Ē Well, Iím sorry you donít like that Iím only doing my job, but if the manager said it was ok, then Iíll be happy to do it for you.She then repeated "she said it was ok, and didn't lecture me" Whatever.
Later, manager told me she came up to her first, with attitude, asking if she would "give her a problem if she returned something she bought in another state" Manager said no (as we take back stuff bought in any store, as well as online), as long as you have the receipt, tickets on etc. WHICH IS STANDARD PROCEDURE. She then said, quite accusingly, well, are you saying I WORE it?
? Manager said no. and then she asked about the return/repurchase. Manager told her, well, we don't do it, but I can't STOP you from doing so. So a far cry from what she told me, which was ďmanager said it was ok to doĒ. She conveniently left out the part where SHE was rude.
She's returning something. and then asked me if we'd do an adjustment
on the very pricy (but still marked down) coat she bought AND was wearing. I said no, we only do it from orig. price to first markdown, not when something goes from x percent off markdowns to further x percent. She then said, well, can I return and repurchase. I told her we would ONLY do it if she brought it in, unworn, tags on, but the policy generally is, we don't do it. She then said, well, what if I buy it again, and return with the first receipt? I told her,
what manager said to customer #1, I can't stop you so she goes looking for one. I also told her it had to be the EXACT one, for the SKU to match, NOT just the same thing, but different size "But its now $120 less" well, sorry, you chose to buy when you found it, at a price you were willing to pay. I get that its frustrating when you pay one price, and it goes lower, but thatís the chance you take with sale items. You either buy when you first see them marked down, and get what you want, or choose to wait, and then donít get it at all. And we didnít have the exact one in her size and color, so she was out of luck.
Customer I cannot stand. Whiny, rude, entitled and complains. She is nasty too. And has a bad habit of coming in, late, and staying, even though she knows FULL well what time we close. She had ordered 2 items from another store. We send stuff all the time, but are only are given these gray plastic envelopes to mail stuff out in. But we have no control over it once it leaves. We also use Fed Ex Smart Post. So the store she ordered from didnít wrap them well, and there was a rip in the bag, and in the one item. So sheís complaining about that, ok, I get it. And complaining about how the bags stink, blah blah blah.
Sorry, but we can only use what they give us. She then complained about how long it sat in the PO, before being delivered. Again, once it leaves, its out of our hands. And we had a holiday Monday, and big snowstorm Tuesday, but that wasnít good enough for her. And to make matters worse, her husband chimed in too. All I can do in each of these instances is plaster a smile on my face, and suck up to the customer, do what they want, and hope they leave!