'I've spoken with one of our experts': Retail managers band together to get back at irrational customer

Author image for Remy Millisky
Remy Millisky • Writer and Editor
Sep 26, 2024 11:00 AM EDT

The longer you work in retail, the more you realize that some customers simply can't be helped. It's not that they don't want to be helped--they usually do, and they'll let the cashier know it. But they often want things like impossibly large discounts or merchandise that the store simply doesn't have in stock. Some customers see items that are supposedly in stock online, and then they'll spend 10 minutes insisting to the cashier that the item actually is in the store. If only they'd check in the back! No matter how many times the cashier insists they're wrong and there's no extra merchandise to sell in the back of the store, the customer just won't believe them. 

This person, u/Silthas_Darkfire, had a story about an impossible customer they had while working at a big box store. This customer wanted to buy something, but his card declined. Okay, the cashier can run it again. Declined. This customer just couldn't face the reality that they money wasn't on his card. Maybe his bank transfer was taking too long, or he was just flat-out lying about having cash in his bank account. Either way, this guy couldn't face reality… until a manager stepped in to help, that is. 

Up next, read about a freelance designer who was forced to send an unfinished flyer out to the world. 

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  • 01
    G Pay 回
    via Clay Banks on Unsplash+
  • 02
    I'll get the manager Way back in the year 2000, I worked at a big box store with the yellow tag logo. I had been there for 18 months as a cashier. We recently got a new Operations manager who came from computer sales and didn't really know the registers that well. This happened during his first week as manager.
    via u/Silthas_Darkfire
  • 03
    Me: ok sir, that will be $amount. Customer: Fine, here tosses card onto the counter card declined Me: sorry sir, your card declined. I can run it again or we can try another card if you'd like? Customer: Run it again, I know there's over $1000 on that card, it should work.
    via u/Silthas_Darkfire
  • 04
    Swipes card again Declined again Me: Sorry sir, it has declined again. Customer: It has to work, is there anything else you can do to approve it? Me: I can try to run it manually, but that will only help if your magnet strip is damaged Customer: Try that then
    via u/Silthas_Darkfire
  • 05
    Manually enters details Declined again Customer: There must be some way to force or bypass that, I know there is money on the card. Me: I'm sorry sir. If it's declined by the card company, there is nothing I can do.
    via u/Silthas_Darkfire
  • 06
    Customer: THIS IS KNOW THERE IS MONEY ON THAT CARD. GET YOUR MANAGER NOW! Me: Ok sir, just a moment Manager Approaches and stands behind the counter next to me Manager: Hello sir, how can I help you?
    via u/Silthas_Darkfire
  • 07
    Customer: YOUR EMPLOYEE KEEPS DECLINING MY CARD AND I KNOW THERE IS PLENTY OF MONEY ON THE CARD. YOU NEED TO OVERRIDE IT. Manager attempts to run the card Declined again Manager: Sorry sir, it was declined.
    via u/Silthas_Darkfire
  • 08
    Customer: I KNOW THAT, YOU NEED TO OVERRIDE IT SO I CAN TAKE MY STUFF AND GO HOME Manager turns 90 degrees to face me Manager: It declined, is there anything we can do to override it?
    via u/Silthas_Darkfire
  • 09
    Me: No sir, that decline is from the card company. There is nothing else we can do. Manager turns 90 degrees back to angry customer
    via u/Silthas_Darkfire
  • 10
    Manager: I'm sorry sir, I spoken with one of our experts and he informs me there is nothing else we can do with this card. Would you like to sign up for our card and save 10% on your purchase today? Customer angrily stomps out of the store
    via u/Silthas_Darkfire
  • 11
    Richo32 When I read new manager didn't know what they were doing with the register is assumed it was a story against them. To my suprise they were the star.
    via u/Richo32
  • 12
    [deleted] New manager handled it perfectly. That is a great example of a manager being a true leader.
    via u/[deleted]
  • 13
    The1983Jedi I did something similar years ago at Blockbuster when a customer didn't want to "talk to someone young" and wanted a manager... Who was in her 40's & brand new... She listened to him & then turned around & asked me what to do....
    via u/The1983Jedi
  • 14
    tacticalpotatop... What's this? A new manager that trusts their employees and has their back in front of ignorant customers? Brilliant!
    via u/tacticalpotatopeeler
  • 15
    Loud-Ticket-7327 I just love these type of stories. Trick is to be calm and collected, and watch people like this going crazy. Nice one.
    via u/Loud-Ticket-7327
  • 16
    TechnOght "spoken with one of our experts" I love that part :)
    via u/TechnOght
  • 17
    gumnos Would you like to sign up for our card and save 10% on your purchase today? This it the only time I've ever been glad for an upsell. :chefkiss:
    via u/gumnos

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Tags

cash register manager malicious compliance retail shopping retail worker coworkers customers malicious-compliance-reddit working cashier workplace malicious compliance reddit shoppers
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