So there's this customer, I didn't realize that he's a repeat troublemaker with us until after another manager was like "!!! Oh that guy! He keeps trying to do that and we keep telling him no."
But I take over a phone call from my coworker because they weren't sure how to help this customer with his problem.
His problem?
He'd apparently had his wife order the dog food that they needed for their dog.
But apparently she'd ordered the wrong food.
She had ordered just regular Nutro food when they actually needed to order the Nutra Ultra brand.
-Which he was upset that we had too many brands of food that sound similar to each other and that this mistake shouldn't have happened in the first place if we just carried less varieties of food.
Like dude. Why not check with your wife first and see what she ordered before allowing it to be purchased, or why not return the food right away when you realized the mistake and not a couple of days later.
In any case.
The guy had the wrong food and wanted to get the correct food.
After establishing that this was an error on their part and not ours -as at first he made it sound like we'd given him the wrong order (which has happened with other customers before). I told him that we could always exchange out the food. He just needed to bring the bag back with the receipt and then grab the correct bag and we could exchange it all out at the register.
But the customer didn't want to do it like that.
Not exactly.
He wanted to pull up to the curb, sit in his car -because he can't walk that well- and have us come get the bag of food out of his car, take his card/cash from him, go get the correct bag of food, exchange it all at there register and use his card/cash for it and then bring the new bag of food out to him.
Which ha.
He made it sound like we do this every time he comes in.
We don't. That is against policy. We can't take people's money/cards from them outside and pay for them. Just like we don't take payments over the phone.
-probably a risk of fraud happening is my guess-
No, if the customer wants to get product from us they either have to a) But it online and do curbside pick up or have a 3rd party entity deliver it to their house, or b) come into the store and buy it themselves.
But doing all the work for the customer in the parking lot? Nope. No can do.
Of course the dude wasn't happy about that. Because again he can't 'walk that well' and he started name dropping all these other stores (Ace Hardware, Lowes, etc) that do let him just pull up to the curb and do everything from his car.
I was like "That's nice of them, but it's against our policy to do it here."
Because dude I'm so not getting fired for breaking policy just to make life easier for you.
*shakes head*
But I did try to help him out within the parameters I could help him.
Since the dude said that ordering online wasn't working for him -as he'd tried to order the right food but it "Wasn't working"
I said that I could grab the food he needed and bring the bag up to the register. I could also have a chair waiting for him to sit on at the register and have an associate grab the food out of his car for him and we could do the exchange at register and then help him back into his car.
-The main thing was he'd just need to be present for his card/cash to be handled. But like we could do everything else.
And the dude was like "I can't walk that far!"
Like dude....you can't walk from your car that will supposedly be parked right by the front doors, into the store and to the registers that are literally just inside the store? It's like what? Maybe a distance of 20 feet? You can't walk 20 feet from car to register? How do you get from your house to your car if you can't walk that far? Because I'm sure there's a bit of a walk there involved as well. *shakes head*
But the dude wasn't willing to 'walk that far.' Wasn't willing to order it online for pick up. Wasn't willing to ask his kids/wife for help doing the exchange since he couldn't do it himself.
No it was a good 12 minute conversation of him just trying to convince me to do what he wanted to do.
*shakes head*
Nope. Can't do. I held firm on my end.
And I ended up grabbing the bag of food, plus some specific treats he wanted for his dog, and brought them up to the register. While he was going to see if one of his kids could bring in the wrong bag of food and exchange it out for the right bag of food.
Thankfully. The daughter of the customer was much nicer about the entire thing when she came in. It was a quick easy exchange. No issues there.
But gah.
I did not like the customer over the phone. Didn't like wasting my breath or my time trying to talk to him. *shakes head* Especially after I discovered that he's constantly trying to pull this stunt on us with doing payments from his car.
*exhales*
He even had the gall to say we weren't 'doing enough' for people with disabilities and that we need to be more accommodating to people with special needs and such.
Which just like....dude. How entitled are you? How oblivious are you?
Like before the pandemic. Curbside pick up wasn't even a thing. Even In Store Pickup was barely a thing if not a thing either.
No. Before the pandemic you would have to come into the store and do your shopping.
But now thanks to the pandemic. Customers can shop online, Can have us pick their orders, can either have it delivered to their homes, or can have us bring the order out to their car.
We're doing more now that helps people with disabilities than we were doing before the pandemic.
*shakes head*
Until you next find these words;
I'll be watching the leaves.
Enjoy the day!
-Sarnic Dirchi
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