Bad retail shopping experience?

[strat_thru_marshall]

I would just like to throw this out there. If you have a bad experience at a store, or ordering something online...please try to refrain from blatantly beating up the manager of the store if they offer to help correct the situation.

I work in retail management and today and got my ass chewed for 20 minutes because the product we shipped to a customer had some flaws that we deemed minor, but he deemed MAJOR. The first words out of my mouth were "I am so sorry, we're going to do whatever it takes to make this right" and rather than tell me how much money to refund him, or what repair station to pay to fix his product, or even that he wanted to return the product, this guy just kept telling me how stupid me and my employees were for letting this piece out the door with the flaws it had. How basic these things were and how unprofessional we were for missing them.

Did we make a mistake? Maybe. Everyone makes mistakes from time to time. Nobody bats 1000. Were these flaws things that he was informed of BEFORE purchase? yes.

No matter what solutions I offered, he just wanted to tell me I suck, but you know what I dont suck. I'm damn good at my job, I have a damn good crew, and a damn good store. I care A LOT about the people I sell to, and the products I sell.

Sometimes front-line retail employees do stupid things, are inconsiderate, etc, and that is unacceptable, but when the manager says "what can I do to make this right" the answer should never be "let me tell you what a moron you are for the next 20 minutes". We're ALWAYS happy to help the guy who says "here's my problem, and heres what I would like you to do to fix it"....its the guys who say "heres my problem, and you're stupid for causing it" that are out of line.

Now sometimes the manager is unhelpful, passes the buck, doesnt care, wont own up...Please feel free to BERATE those guys. But in my experience, most people that have made it to a general management position at a major retailer care about their job, about their company, and about customer service...regardless of what some bonehead johnny 2-day new guy employee might have said to you or done. If they own up and say "we made a mistake, how can I make this right for you", give them the benefit of the doubt that they really want to make it right.


If you made it all the way here, thanks for reading. I just needed to vent.

 

[bmud0314]

Some people are arse-holes for the sake of being arse-holes. Try not to let him get to you and have a drink a beer. Tomorrow will be better!

 

[Bulls Beers]

"Did we make a mistake? Maybe. Everyone makes mistakes from time to time."


These fu ckers never have any understanding. I'm in sales. I could place 100 orders with no issues. The next order might have some minor problem( which many times is their fault) and it's like I smashed the 10 commandments..

 

[beninan]

I work in retail management and today and got my ass chewed for 20 minutes because the product we shipped to a customer had some flaws that we deemed minor, but he deemed MAJOR.

Mind if I ask what you do and what the situation was? It's cool if you would rather not bring in work situations/names into it, though.

 

[maxamuus]

I think about 5% of the population are just a$$holes and will find any excuse to belittle and berate people. They live their lives looking for ways to stick it to others.

I am a supervisor at a major airline. It is fashionable these days to hate the airlines and boy do i get a earful at least once a day regarding some issue. I do like you did and apologize and try to make it right but some people honestly don't even want help they just want to scream, be nasty and make a scene some to the point where we have to call airport police and escort them from the airport or escort them to jail. It amazes me some "adults" behavior.

 

[strat_thru_marshall]

Mind if I ask what you do and what the situation was? It's cool if you would rather not bring in work situations/names into it, though.

My company loves to surf the interwebz for references to them, and to investigate.

Imagine if I sold high-end fishing rods, and this guy ordered a nice, used rod-reel combo from me. I told him that there were some minor finish issues and that the reel might need a little tweak but it looked pretty good and was a great buy at the price. His opinion upon receipt of the item was that it was totally unusable and that we intentionally lied to him about the condition and have no business dealing in high-end items because we dont know even the basics about them....even though it is a major part of our business and we are the best in the industry at it.

 

[beninan]

My company loves to surf the interwebz for references to them, and to investigate.

Imagine if I sold high-end fishing rods, and this guy ordered a nice, used rod-reel combo from me. I told him that there were some minor finish issues and that the reel might need a little tweak but it looked pretty good and was a great buy at the price. His opinion upon receipt of the item was that it was totally unusable and that we intentionally lied to him about the condition and have no business dealing in high-end items because we dont know even the basics about them....even though it is a major part of our business and we are the best in the industry at it.

I see...I think...

 

[Ashz]

I think you are clearly being an EAC. I mean come on...it's your job to take that crap.

Pissed yet? Just kidding. I really REALLY do not envy the position you are in. I myself am not in the type of business you are in. Simply put, I couldn't hold my temper in a situation like that. For that you deserve an applause.

I too believe there are people in this world that see situations like yours as a ticket to unleash all of their angst upon the closest target available. In your case it happened to be you. The fact that you did not become unhinged and tattoo his forehead with four knuckles speaks to your ability to maintain professionalism. Him unloading his issues with humanity on you speaks volumes about his personality.

These things suck. There is really nothing to be done but what you have done. Shrug it off as best as you can, vent out your frustrations in a forum that is acceptable to that, and move on.

I applaud you for doing a job I cannot. Don't take this one interaction to heart as being a true sample of the consumer. Take it for what it is. One asshat, who has many issues that have nothing to do with you.

Keep up the good work, smile and nod at the consumers. Have a home brew man. You deserve it for dealing with tools like that.

 

[jmendez29]

I agree with Ashz. I also cannot handle the situations that you are in. If I were feeling polite that day, I would have just hung up on the guy or walked away if he was in front of me...

I had an ex who was in a similar situation, and to defuse the situation, she told the guy "Yes, sir, we do suck. Now let's see what we can do to fix this so we can suck a little bit less." He calmed down a bit but still continued to try to berate her so she mentioned that they had already covered the inadequacy of their business, let's please move forward. And any time after that, she simply stood there with her arms crossed staring him down until he calmed down. I always thought that was a pretty funny way to deal with a situation.

 

[Clann]

so did he buy something from you new or was it clearly labeled as used and has minor flaws? If I bought something that was used and has "Minor Flaws" I would be OK with the product. If I bought something new from you and it any flaws I would be upset. So I guess it depends on new or used.

 

[kjung]

I feel for you! I spent a year in high-end stereo sales...actually, I should say that I lasted a year as a salesman.
Being the nature of that business, most of our customers were doctors, lawyers, business execs, and trust-fund babies, none of whom were used to being polite to someone they felt was "beneath them." (The trust-fund babies were the worst!)
After telling two different customers to leave the store in the period of a month because I wasn't going to tolerate their rudeness, the store manager suggested that I look for another line of work because, "I just don't think that you're cut out for this."

 

[Edcculus]

I feel your pain. I don't work retail anymore, but I did work at a smaller local sporting goods store through high school and college. Most of our customers were great, but others were just like you said.

My worst experience as a supervisor was when a very nice, well spoken and well educated Black employee was helping a customer with shoes. Apparently he wasn't all that happy with the service. I had been standing nearby, and apparently he just wasn't happy we didn't have his size. He comes fuming across the store, and I ask if anything is wrong. He starts going off on me, and about the "N Word" helping him. I looked at the guy and said that we wouldn't accept that type of talk, and the employee in question was one of our best, then told him to leave the store.

 

[ndsgr]

Boy I miss customer service... I just threw up a little. I never minded the vocal beat downs, it was when they would lie to me. I would know it, they knew I knew and would just give me the challenge look. They knew I couldn't call them on it.

 

[SwampassJ]

Come work down in Boca Raton dealing with the transplanted rich New Yorker Orthodox Jews. 5 out of 10 of my customer interactions leave me wanting to punch them. 3 are normal everyday. Remaining 2 refuse to talk to me because they don't know I'm the boss.

 

[maxamuus]

Come work down in Boca Raton

You know there is something magical on the Shalom Shuttle. (The Flight from NY to West Palm)

When the plane boards in NY on average we have 20-30 wheelchair assists. When the plane lands in Palm Beach we have 2-3.

What happens on that flight that cures all those old ladies? Cause man when that plane lands in Palm Beach they are off to the races to get off that plane and out of the airport.

 

[curlyfat]

I feel the pain. I'm the general manager of a major-chain pizza delivery restaurant. I get talked to as if I'm a half-retarded lower primate. The worst part? Even snot-nosed little brats treat me like some random "pizza guy" that doesn't know his ass from a hole in the ground.

I am very good resolving customer issues, but the moment the conversation turns insulting or offensive, I'm done with you. Calling my delivery driver an a**hole because he mentioned he couldn't find the numbers on your building (because there aren't any) is a little over the top.

I'm here to solve your problems and make things right. Some people don't want that, though. They want to feel powerful by belittling me. That's OK...I know your name, phone number, and home address. kidding, I would never do anything nefarious.

Apparently I needed to rant too. Sorry.