Had an awesome customer tonight. She was the biggest bitch i've ever seen... in my life. She starts off by coming in wanting to return a really technical piece of climbing equipment. Our policy is that we can't do any kind of refund or exchange on climbing equipment. To save you the specifics on why, i'll just generalize and say that you can't guarantee that the equipment was treated properly and hence can't rely on it to save someone's life. It's a policy to protect both the customers and the store. There's the background, here's the rest:
She comes in wanting to return an Ascender. She says that it's a left handed ascender and she needs a right handed one. I told her that we couldn't take them back, but called over a former manager to verify. She then gives me this monologue about how she's spent 60 dollars in gas to come get it and then to bring it back and our company shouldn't have sold her this piece of equipment and we should have known which one was the right one... i stopped her and simply stated that she'd have to wait for our current manager to come back. I then tried to ignore her but she kept wanting to talk about how that's not right for us to do that and we could take it back and send it to the manufacturer; it's our loss if we lose money, she shouldn't be held accountable.
Now let me take a break to highlight some alternatives to what she did
1. She could have known what the fuck she was looking for before she bought a piece of equipment that is going to save her fucking life!!!!! HOLY SHIT!!!!
2. She could have asked if we did returns on merchandise just like every other customer.
3. She could have read the sign stating that we cannot do returns on climbing items once they leave the store.
4. She could have called ahead to verify before she drove all the way from fucking tuscaloosa to return something.
So now that i proven that she is a dumb ass let me continue.
My manager gets back and she gives him the same sob story. Mr. B, being the awesome manager that he is, told her he couldn't do anything about it and the responsibility of the purchase is on the customer. She insinuated that we didn't know what we are talking and that we should know about these things and he simply replied that we are knowledgeable about our products but if she were buying a technical piece of gear like that, she should have known what she was looking for because it's kind of an issue of her life and all. Apparently she realized that she was cornered so she then said that she didn't appreciate us tricking her into buying faulty/wrong gear. On a side note: the guy who sold it to her was there and said he pulled out both ascenders and that she chose which one she bought. i don't remember the rest but Mr. B held firm and informed her that we were qualified to sell the equipment we carried but again that it was her responsibility to know about what she was buying. (I think that she thought that since we work at an outdoor store we must be
certified professionals in every facet of the outdoors)
Take a breath before you read this next sentence.
She then called her daddy (he was not present at the time of purchase and the ascender was not for him) and tells him that we tricked her into buying this and now she can't get her money back and we are just a terrible company and handed her cell phone (with her dad on the other line) to Mr. B.
Fucking awesome isn't it?!!? This girl is fucking 20 something years old and calling her daddy to help her because she's a fucking dumb ass.
So anyways, since he had gotten the skewed version of what happened, Mr. B spent about 10 minutes talking to him and explaining why we couldn't take it back. Apparently peoples lives and federal regulatory laws don't mean shit when his little girl is upset.
Mr. B told him to call one of the owners. The owner called Mr. B and made him take it back. On a relevant side note, before calling her dad she called her boyfriend and he came in wanting to know why we couldn't take the Ascender back. Oh wait, we were just kidding, she was a woman and didn't know what she was talking about but we'll let you get the money back since you are the boyfriend. While Mr. B was talking with the girl's father, she was standing off to the side pouting and he was trying to console her like something terrible has happened. I wanted to beat his fucking ass for being such a spineless bastard and a waste of sperm as a man.
Mr. B was not happy about being told to do the return and im not either.
1. This girl has just been shown that all she has to do in life is run to daddy and he'll fix everything. Maybe when she needs him for something important he'll be seriously ill or unable to answer the call.
2. Mr. B has basically just been told to stuff it when he was looking out for the interests of everyone else except for this one customer. He was upholding company policy and keeping other climbers safe. Apparently that wasn't important enough because this one chick had never been told "no" in life.
3. Worst of all the owner just put other customers at risk. This girl said she hadn't opened the box and she probably didn't but that doesn't mean the next person will be the same way. All they have to do is come back and whine and they can return something without verification that it is still able to save someone's life when they need it. Just for clarification: these pieces of equipment are made out of aluminum to save on weight, but aluminum if dropped can get micro fractures that can cause equipment failure... not a good thing when your life depends on it.
i said this to a friend when i got online:
me: if i would have had a ____ (object edited out in interest of self preservation) i would have _____ (action edited out in interest of self preservation) her right there in the store... not to satisfy my frustration but to rid her fucking genes from the damned gene pool before she procreates Friend: aww
couldn't you just beam some x-rays at her pelvis and sterilize her?
me: she could still be a surrogate mother
me: really... the fact that we have to breathe the same air bothers me as of tonight
Friend: but then her genes wouldn't carry on
me: before i never knew her but now that i know she and people like her exist... it really bothers me