Back again! I was going to post about this customer a couple days ago, but I’m glad I didn’t, because she came back in yesterday and made the experience even more worth telling. Unfortunately it is pretty lengthy to explain.
I worked Saturday, and it was super busy. I hardly had a moment to step away from the register to breathe. A woman (W) comes to the counter with a jacket for dogs.
W: I just bought this and brought it to my dog in the car, and it’s too small.
Me: Well, we can return or exchange it for a larger size if you’d like. Also feel welcome to bring your dog in to try some on!
W: This is a size 10 I think I just need the size up, is that a 12?
Me: I don’t remember the size chart for that brand, but 12 sounds about right. Feel free to check if we have any!
W: You don’t. He said he was going to see if other stores had it.
She gestured towards the customer service desk where my manager was sitting, so I gathered that she meant him, and assumed he was going to call other stores. We’re a local place, but have a few stores around the area. It’s common for us to call the store closest to us and have them hold a product for a customer, so they can make the 10 minute trip there to get it. Otherwise, we can transfer items to our store, but it takes a few days.
Me: Okay, well, you can return this one here while you wait, or you can return it at another store if you were picking the larger one up there.
W: He said it wouldn’t be here til Thursday.
Okay, so she’s getting one transferred. I assumed at this point that she and my manager had discussed this and that she would be back on Thursday to pick up the new one.
Me: Okay, would you like to return this one now? Or hold onto it to do the exchange?
W: I was just going to leave it here.
W: Can’t you just hold onto it for me?
Me: …no…we can return it and that way youl'l get your money back and not have to worry about it on Thursday, or you can take it home and do it all at once when you come back. We can’t just leave your paid item here, there’s no guarantee it wouldn’t get moved or lost or even sold accidentally.
She shrugged, took the jacket and left, so I went on with my day. A little confused at who thinks they can just leave product without returning or exchanging it, but whatever. She left so I wasn’t going to think about it anymore. Then comes Sunday.
Another busy day at the registers, though slower than Saturday. W comes back to my register, I assume because she recognized me. It took me a moment, but after she set the jacket on the counter, I realized who it was.
W: I need the size bigger.
Me: Oh! I remember you yesterday! Were you not able to find the right size at a different store?
W: no…I never heard back from your manager. He said he would email me.
Me: Um…well that manager isn’t here today. Did he not call the other stores while you were here?
W: No, I just left my email address for him.
At this point I was super confused. We don’t usually email customers, but I wasn’t there when she spoke to him, so I don’t know how the interaction went. The line was growing behind her fast, so I figured I would help how I could to get things moving again.
Me: Did you check the other store? It’s just a quick trip, I can give them a call right now and see if they have what you need.
W: They said it wouldn’t be here til Thursday.
Me: …if you have it transferred, yes. But if they have it and you’re willing to make the trip, you can just pick it up and have it today!
The woman kind of rambled oddly about the transfer and emails again, but I didn’t understand the point she was trying to get across, so I offered to call the store again, and she agreed.
W: Should I just go look at other things while you call?
I looked back at the growing line of people, despite having other cashiers. I knew they really could use my help ringing, and if this woman walked away, they would start swarming my register.
Me: It should only be a minute, if you don’t mind waiting here.
I call, no answer. I page a manager to see if maybe that store closes early on Sundays or if they would be closed for some reason. She said they should be open and that she would give them a call and transfer them to me if they picked up. I tell that to the woman.
W: Well I’m going to look around, I’ll check back.
I start dealing with the swarm of customers who have been waiting, and the manager tells me the other store is on the other line. I can’t stop the interaction to pick up, and eventually we get so busy, the manager calls back and says they shouldn’t have waited this long and she was going to let them go. I agree that was understandable, and I hadn’t seen the woman in a while.
A few minutes pass and another cashier comes in for her shift, and the woman must have stopped her because she brings the customer to my register and asks if I had heard anything about the jacket. I turn away from my current customer briefly to explain that it had gotten busy, how I tried calling and couldn’t pick up when they called back. The woman looked frustrated, but I guess ended up returning the jacket and leaving her information for the size larger.
I don’t know why she couldn’t have done that with me in the first place. Later on, I checked with my managers and they said my other manager HAD emailed other stores, but in 24 hours we had only gotten one negative reply, which is why the customer hadn’t been contacted yet.
Overall it was very confusing and overcomplicated. It could have been a simple return.
Yuuri barely has time to grab his jacket when he runs out the door, much less brush his hair or find a hat. Unfortunately, he’s sure that that means that his hair is an absolute mess. It’s been getting long again, but in between classes and helping Yura out with his routine on the weekends, he hasn’t had much time for things like haircuts. Besides, Victor doesn’t seem to mind it, and Yura likes to experiment hairstyles on Yuuri “so that if it looks stupid, I don’t have to see it on myself.”
It’s not that big a deal, except on days like this, when he sleeps in (thanks a lot Vitya) and doesn’t have the time to really get it under control. He usually meets up with his friends before class, and he doesn’t doubt that they’ll notice, and probably tease him about it.
“Yuuri!” Estephania gasps, sounding too scandalized for her words to be anything but teasing. “What on earth happened to your hair?”
Yuuri flushes. “I was running late,” he mumbles.
Richard snorts. “You sure? Because that looks more like sex hair to me, man.”
“Ooh, he’s right,” Estephania coos before Yuuri can protest.
He wonders if it’s possible to die of embarrassment (especially since they’re not entirely wrong). “No, really I–”
“We know, sweetie.” She reaches up and moves his hair around a bit, trying to make it look presentable. “You’re just too easy to tease.”
“You sure you’re really twenty seven?” Richard raises an eyebrow.
Yuuri just smiles at the ground in fond humiliation (apparently it’s not a common emotion, but it’s a little hard not to be used to the feeling when he’s married to the world’s biggest drama queen) and nods. “I am.”
His friends are too much sometimes, he admits. Richard is the embodiment of America in a lot of ways: loud, completely lacking a sense of social norms, a walking personification of testosterone. Estephania is less… everything… than Richard, but she’s very touchy and affectionate in an entirely platonic way that reminds Yuuri a lot of Christophe, only without all of the innuendo. But they’re both loyal down to their very core, and they’re not bad people.
His phone starts ringing, Stammi Vicino playing loudly. Yuuri picks up, keeping his phone away from Estephania’s hands. “Да, Vitya?”
“Dude! You speak Russian too?” Richard looks like Yuuri just smacked him in the face. The school year just started, so they’re all still learning about each other.
Yuuri just smiles, since Victor is in the middle of one of his usual mid-morning crises. “Vitya, calm down,” he says in Russian. “Makkachin is probably out with Yura. You know he takes her for walks sometimes. Have you seen him today?”
He manages to get Victor off the phone just before class starts, flipping his phone to airplane mode since he’s sure that this isn’t the last he’ll be hearing from his lovable trainwreck of a husband.