I just have to vent and I know some of you girls work in retail, so you can sympathize. Ok so I work at the Catalog desk at JC Penney. Big whoop *lol*. I can't wait till I graduate in May and can get a real job.... but anyway. The average consumer is nice enough and causes no major problems or headaches. But there are people, THOSE PEOPLE, who are like a dog with a bone, man. You can't bend the rules for them and say "just this one time because...." Oh no. Because they use an expired coupon once, or get shipping and handling refunded once, and they want these things done every damn time. And because they cause a scene, they almost always get what they want. The nice lady, who wasn't brought up in a barn, the one who DESERVES to have these "special" things done for, doesn't get them.

This whole thing disgusts me. Why have rules and policies if you're just going to throw them out the window everytime some immature, unreasonable person pitches a fit. The people who don't act like cranky, constipated 3 year olds are the ones I will go out of my way for and try and find a free shipping code for them or just get someone to help them bring their packages out even if they insist they're fine. The second someone starts yelling because they want something I can't give them, I shut off and I just don't care what happens with them. Once someone disrespects me for no reason, I am done.

Now, just for clarification, I'd like to add that I do understand that of course there are situations where people have a right to be angry and rules should be bent in the interest of being fair to the customer. However, what I do have a problem with, is people who simply think that they should get whatever they want and rules don't apply to them. Retail businesses just breed these disgusting, screaming, uncouth people by giving into them instead of making them understand that no means frickin NO. If people knew that causing a scene would lead to nothing, they wouldn't do it, or would at least do it less often.

I would never, ever, dream of cursing at someone behind the counter, or spitting on them, or making remarks about their education or religion or family. I guess I was just rasied properly. I'm not trying to offend anyone. I do understand that sometimes companies don't deliver on their promises and you have to get these situations resolved. There's nothing wrong with getting what is owed to you. But people who scream and tear the place down because they want to use a 10 dollar off coupon on a catalog order, when it clearly states it's only good for in-store purchases, need to have their head examined. I am sick of arguing with people.

I feel like some customers just believe they are entitled to whatever they want and I have no idea where that sense of entitlement comes from. If someone asks me, oh can I use this coupon on my order and they can't, I say no and then explain why. And 9 times out of 10 they shout, "That's ridiculous. I've shopped here for 70 years and I will never shop here again unless I can use this coupon". I mean I'm sorry, but not all coupons are good on all things and I have no say in that. I don't work for corporate. I just do my the job the way I was told. People don't get that things aren't up for negotiation, this isn't 1910. This isn't some mom and pop shop where you talk directly to the big guy in charge.

Omg I am sorry this got so long. I just had such a long day at work and it felt so good to get all this out. For anyone who read all this, or anyone who got offended, sorry =)

I've worked in both retail and food service, and I know exactly the type of people you're talking about. When I worked in a department store, I got moved around to all different locations within the store when people called in sick. If I'm not in my department, I can't be expected to know everything. I was assigned to Accessories, but one night I worked in Juniors and had a terrible experience. I was already ringing up one customer, and this lady walks over and interrupts to ask a question. When I didn't know the answer (about the difference in sizes between women's and juniors), she got mad and said sarcastically, "Don't you work here?" And I was like, "Yes, I do, but this isn't my department." So she goes, "Well if you're gonna work here, you need to know what the hell you're doing." She walked away. If she hadn't, I would've called my manager or the floor manager. Seriously? I should know everything because she wants to know it? Trust me for $7/hour, they didn't pay me enough to know everything. I've always done the best job I can when I was working, and that was just ridiculous. I've had other encounters like that, and I won't argue with a customer. I've always ALWAYS called a manager because there's no point in trying to argue with people like that. I really don't want to work retail again, and I'm hoping I won't have to.

"That's ridiculous. I've shopped here for 70 years and I will never shop here again unless I can use this coupon".

Haha, I know that phrase. I work retail too. I've been at Old Navy for almost 2 years now and I know those people you're talking about. 99% of the customers I ring up are friendly and understanding but every once and a while you get "those ones".
Old Navy changed their return policy right after I started working there: No returns without a receipt or gift receipt. This is because of fraudulent returns and it makes sense. Here's a common conversation I had after the holidays...

Customer: I'd like to return this -throws plastic bag onto my register-
Me: Okay, do you have your receipt?
C: No, it was a gift
Me, Oh, then do you have a gift receipt?
C: No, they didn't give me one
Me: Well, without a receipt or gift recipet we can only give you store credit through the mail.
C:Okay....wait...THE MAIL???! I can't just use it now?
Me: No, you'll get a check in the mail in about a week and you can come use it in the store.
C: But, this is YOUR product. The tags are still on it and everything.
Me: I know, but unfortunately that's our policy.
C: Well, your policy is ridiculous -chuckle- -sighs loudly and looks around-
See if I ever shop here again -smug laugh-

I love it when you see them in the store the next week. There were a bunch of people trying to use a coupon that clearly stated that it starts March 14-23 and people were trying to use it on the 12th and 13th. I point it out to them and they get all pouty "Can't you just do it early??" and I go "The computer won't recognize the code". I throw technical stuff at them so they shut up.:D
I get very annoyed when the mom's come in and can't get their return and start giving out lame excuses like "I'm so stressed, I have 3 kids, I can't keep track of all my receipts!".
Old Navy changes their sales weekly. They go from Thursday to Thursday I believe. Well, a crazy older woman came in and goes "These pajama sets over here...they were 2 for $25 last time I was here." and I go "Yeah, I think they were last week, when were you in here?" and she goes "Tuesday" and I said "Yeah, the sales change every week" and I was shocked when she replied back "Well, do you think I can get it for the sale price I saw it last?":eek::confused: I was kinda taken aback by her logic. I went "...No, it doesn't work that way, sorry".
So, my manager told me to go on my 30 minute lunch break and I come back. The same woman is asking the same request of my managers. The cashier asked if she found everything okay and the woman replies with "Well, I was hoping to come in here and get what I wanted for the sale price that it was" and she kept going on and on.

Retail though has made me tough. I used to go home and tell everyone about my horrible customer experiences. Now, I tune it out then laugh about it. I wish I could sass a customer like some of my co-workers do. I'm too shy to do that. If a customer got a little bit of an attitude with my co-worker she'd go "Do not talk to me like that. I am not a child". It was great seeing their faces. I really can't wait for the day I tell off a customer. Maybe my last day working there.:D

Oh, I remembered an incident my co-worker had. Old Navy sells their gift boxes. I know! Every other places gives them out for free but for some reason Old Navy makes you pay $1.50 for 2 including tissue paper.:p
So, an angry customer calls the store and my co-worker answers and she asks "Why do I have to pay for a gift box if I bought 30 dollars worth of your merchandise? I should get one free!" and my co-worker gives the usual answer: "Gift boxes are not included in the purchase. Old Navy gives you the option of buying them separately for $1.50" to which the customer replied "Shut the f*ck up you f*cking bitch!" :eek:

next time it happens just remember this:

I used to work in an adult store - we under NO circumstances accepted returns on items (OBVIOUSLY eww). So of course I had one of THOSE PEOPLE... an older (rather icky) man come into the store to scream at me that his new purchase wasn't realistic enough and when I told him he could not return it or get a refund he THREW IT AT ME!!! Ack!

True story...
:D


I find it helps to 'kill them with kindness'
phrases like "oh of course I understand" or "if it was up to me I would refund you" "I'm sorry" "unfortunately I could be fired if I was to do that for you" seem to defuse the situation.

I really hope time flies for you until you can get out of there!
No more bullies!!

I did retail for a few years and I totally understand. Retail is hell on earth, but someone's gotta work it.

My last retail job was h*ll - we had the most bizarre customers! Now that I'm in Makeup its soooo much better. Most of our customers come in to "play" and are in a good mood....MOST anyway ;) I do hate when people pretend not to understand policies & things, but nature of the business I guess. I KNOW I could never work a desk job, I would be bored, so I guess retail is really it for me lol

I hate retail too- that's why I don't want to work in it anymore! But in any customer service industry there will be people who think that we as employees should do/give them everything-

I work in a call center for a cell phone company- I had a crazy guy call in upset that his payment was applied to his CALLING CARD account. We happen to have the same name but we are completely different and separated- we don't have anything to do with each other at all.

He insisted that we take the money out of the calling card account and put it into his cell phone account. To top it off he refused to pay the outstanding balance on his account. I tried my best to explain to him that I have no way to access ( or even contact the calling card company) and get the money transfered over.

Come to find out it was all HIS fault he was not being careful and on HIS own bank's online bill pay he paid out his calling card not his cell phone. I even went as far as to offer to call his bank to see if they can stop pay or reverse the payment for him or if he knew his calling card customer service # I would call for him.

NOPE- claimed the bank can't do anything for him and he didn't know the calling card's phone #. OK- fine- I tried to look up the calling card phone # but I only have access to out internal internet system and nothing pulled up. I advised him that HE needed to get that info. Well, it kept on going around in circles for 30 minutes- so finally I had to get my supervisor involved. They told him the same thing- and advised him that if he didn't pay his bill then there would be a good chance that we would have to suspend his account, ect.

This guy's logic was that since both companies have the same name we are the same company and can/have access to each other's systems.Which I guess can be possible but it wasn't in this situation. He just didn't understand that it was his mess to clean up- it was his fault he wasn't being careful and paid the wrong account.

It boggles me how people just don't get it.

Oh, I remembered an incident my co-worker had. Old Navy sells their gift boxes. I know! Every other places gives them out for free but for some reason Old Navy makes you pay $1.50 for 2 including tissue paper.:p
So, an angry customer calls the store and my co-worker answers and she asks "Why do I have to pay for a gift box if I bought 30 dollars worth of your merchandise? I should get one free!" and my co-worker gives the usual answer: "Gift boxes are not included in the purchase. Old Navy gives you the option of buying them separately for $1.50" to which the customer replied "Shut the f*ck up you f*cking bitch!" :eek:

LOL- do people realize that Old Navy is a DISCOUNT store not Macy's ! If they gave out free boxes it would add on the the cost of the merchandise. Even at Nordstrom Rack they charge for boxes b/c it's a DISCOUNT store.
Honestly, $30 is not very much money- I would have been like if you can spend $30 what's another $1.50?

This thread brought back many, many horrible memories, haha. I think it can be summed up to 'the customer isn't always right' and I think managers should back up their employees when dealing with these sorts of people. I had a manager that would tell people we don't want your business if you are going to act like that...it was so satisfying.

I remember standing behind some guy in Wendys who was reaming out the cashier for forgetting something in his drive thru order that could easily be fixed and once he paused for a minute, another male customer told him he must have a really tiny d*ck because he is picking on a 16 year old girl. It was hilarious and the guy just threw down the food and left.

I use to be really timid when dealing with those sorts of people but now I just tell them off (within reason and with no swearing of course). Really, retail doesn't pay enough so threats of 'I'm going to call your manager and get you fired' are worthless. I just laugh and say go ahead and try..no company is going to fire a punctual, well trained sales clerk for following policy just because you have a issue with her!

I hated retail as well. I loved working at Baskin Robbins Ice Cream store though. That was a fun job. Why don't you try working at a bank as a teller? My bank hires so many college students and the pay is a lot better.

I actually thought about being a bank teller because several new banks opened near me recently. The only problem is I have school Monday-Thursday so I could only work Fridays and Saturdays and Sundays if the bank had hours then. And I need to work more than just weekends to pay my bills *lol* I figure I am getting something good out of working retail, maybe some character building? Nice phone manner? Improved people skills? I'm trying to think postive here. =0) I think this will all give me a greater appreciation for the better job I will hopefully have in the future.