Quote:
Originally Posted by TurnedTheCorner
1) They're overworked and underpaid in the days after Christmas, when everyone exchanges everything. It doesn't excuse the behaviour, but it might explain it.
2) The inventory system is flaky at the best of times, and with stuff flying in for exchanges and refunds, it's not going to be better than usual.
3) Stores like FS and BB have been plagued by people scamming them for returns. Walking in to the store, grabbing stuff off the shelf, and then standing in the CS line to "return" it for a refund. There's been stories on my local news about this since Christmas. Doesn't excuse treating honest customers as criminals, but some of their "customers" have been criminals.
Anyway, sorry to hear about your experience.
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I worked at Future Shop in the late 80's and early 90's. I remember this guy came in with a VCR box and demanded to see the manager which was me. He railed at me about how this VCR was a piece of crap, and he wanted his money back immediately or he was going to the BBB. I asked for a receipt and he gave it to me, then flipped out when I told him I needed to inspect the unit, telling me that I was wasting him time and his pregnant wife was in the car. I calmly told him that it was policy to make sure it wasn't damaged, and he started screaming obsenities at me, so I lost my temper and pulled open the box and found it filled with bricks. He started making his way to the door when I started opening the box, so I chased him and grabbed him and hauled him into my office and called the cops.
The moral of the story is that working in retail can be really difficult, especially when you have customers that basically treat you like crap because your beneath them because your in retail. People try to scam them, and lie to them and bluster and threaten them. combine that with the fact that due to the labour shortage and due to how retail works, they put in hugely long hours.
I've seen too many stories here and elsewhere that start or end with, I was so mad I kicked a display case open. Or I lost my temper and called her a stupid bitch, or whatever.
I've always found that I've had better results in dealing in an even manner, and if I feel I'm getting taken for a ride, I talk to the manager, and if the manager takes me for a ride, I nicely ask for the name of a regional manager, or VP or whatever.
In the case of the thread starter, I can see where he would be upset especially with the inventory discrepancy, but when he went back, it would probably have been better to go talk directly to the department manager, or store manager, instead of looking for a confrontation with the person that screwed them in the first place.