TalesFromRetail: But this is BOGO FREE!!
I’m a manager at a shoe store and we currently have a sale for specific shoes that are buy one get one free. Seems like a good deal right? Getting an entire pair of shoes for free. Not for this customer.
Our store is also located at an extremely touristy mall, so the weekends get a little crazy. Sundays especially. This happened to be a Sunday as the only manager, with my 6 associates and 1 call out. There were times where everyone was on the register and about 8 people pulling me and my other associate in every which way.
I happened to already be up at the registers helping a woman manually enter her card, when my supervisor asked if I could help her. Of course, it would just have to wait a couple for seconds for this woman’s transaction to go through. The man she was helping did NOT have it. Before I had even been up there, he was berating her on the BOGO free shoes he was buying. When I got to her, the customer had left to grab what he thought were the prices of the shoes. Because “He didn’t understand why this was taking so long.” My supervisor told him to “look at everyone behind this counter… That’s everyone we have here today.”
I will be ME, supervisor mentioned will be S, and the hothead will be HH.
Me: What’s wrong?
S: He doesn’t like the fact that he has to pay $60 for a pair of shoes, while the other one is free.
Me: sigh Okay.
He comes back up and hands me two price tags. Now normally, if there was anything that was marked wrong on our end, we would have an associate check it on the floor and we would either correct it or tell them that it was the shoe next to it or something similar. Happens all the time.
HH: These shoes are buy one get one free.
(In between this first time he said this, he said it about 6 more times like I didn’t know what they were)
ME: Indeed they are, however, this shoe is $54.99 and the one you’re getting for free is $34.99. The tag you brought up here doesn’t match-
HH: THIS TAG SAYS BRAND AND I’M BUYING BRAND SHOES. THEY’RE 49.99.
ME: Sir, this isn’t the tag for this shoe.
HH: IT SAYS BRAND!! THESE ARE BRAND SHOES!!
ME: The SKU on the tag doesn’t match the SKU-
HH: I DON’T KNOW YOUR SKUS!! WHY DO I HAVE TO PAY $60 FOR A PAIR OF SHOES THAT BARELY FIT ME?! THESE ARE BUY ONE GET ONE FREE AND I DON’T UNDERSTAND WHY THEY’RE SO EXPENSIVE.
ME: You buy one pair and the cheaper pair is free. That’s how our sales work.
HH: WELL ALL I WANTED WAS 34.99 SHOE, BUT YOU DIDN’T HAVE MY SIZE FOR A FREE ONE!!
ME: Sir, we will GLADLY check to see if we can order it for you!!
HH: DO THAT THEN.
At this point I should have done the rest of the transaction myself to keep my cashier’s sanity, but there was somebody waiting on the phone and I walked away saying how incredibly busy it was.
He did end up ordering his second pair of $34.99 shoes, and had the audacity to tell my cashier to “Have a good day!” with a smile. All of my cashiers were pretty upset about the guy and how he talked to S, and the customers in line after him were very apologetic, understanding, and thankful for our jobs.
Now, after he left, I went to check the tag out of curiosity. It happened to be the only one out for that brand, so we could have given him the $49.99. If he wasn’t so unbelievably rude, I might have gone to check that for him. But hey, he still bought two pairs of shoes, and they actually fit his feet! So win/win!
TL:DR; Customer wanted BOGO free shoes that were already BOGO free, he just wanted them cheaper. Super rude about it.