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  • (#2) An Irate Customer Hung Up On The Manager

    From Redditor /u/PoolStoreGuy:

    Pissed off customer asked for the store manager's card and when he will be in so he can complain about me for charging him a restocking fee per policy. I hand him the manager's card and tell him he will be able to speak with him the following day.

    I am the manager.

    He called, I answered, he hung up.

  • (#5) Yes, Bookstores Actually Want To Sell Customers Books

    From Redditor /u/Viktionary:

    I was a manager at a mall bookstore in Canada when Princess Diana died. Before the store opened the next morning, we had many phone calls to ask if we had any biographies of Princess Diana, so the few we had had were put on hold for various people for 48 hours. This left a space on the shelf where the books had been.

    I had a crazy lady come in and accuse us of moving the Princess Diana books into the back room so we could hold them there and jack up the prices. I was pretty much flabbergasted by that logic. Lady, I sell books, and if I had a book to sell to you, I'd sell it. I don't make money on mythical future transactions that may or may not occur. And no, you are not going into my backroom to have a look around yourself to make sure I am not lying. 

    It took over 20 minutes to get her out of my store, without a Princess Diana biography. Within a week we had hundreds of copies of every imaginable Princess Diana biography that existed at that time. 

  • (#7) This Customer Lacked Holiday Cheer

    From Redditor /u/Chinchill-allfather:

    I was working at a very large retailer around Christmas. I was helping this older lady who was wearing a giant button on her shirt that said, "It's MERRY CHRISTMAS not HAPPY HOLIDAYS" — so, obviously, I said happy holidays when all was said and done.

    She gets furious because it's... WAR ON CHRISTMAS, and she just tears my *ss apart. She asks for my manager, and I just grin like I've got the best hand in poker. I turn my head to call my manager.

    "Hey, Ahmad! She wants to talk to a manager!"

  • (#8) Please Don't Try To Return Merchandise Six Years Later

    From Redditor /u/docholoday:

    I was the manager at an EB Games back in the day. This was probably about 2000-2001… We had an older lady come in one day and wanted to "return" a system she had bought for her son. She claimed he had gotten bad grades in school and was returning it as a punishment. She handed me this ridiculously old and beat up cardboard box. I opened it to find a dirty, dusty, Cheeto-fingerprint-covered PS1.

    I knew that the original PlayStation launched in 1994... so what I was looking at in the box was at least 6 years old. I paused, looked back at her, and for whatever reason asked if she had the receipt. She actually did. Sure enough, it had the date printed on it, and it was from some time in '94.

    I still hadn't said anything more, I was just looking at the mess in front of me when she spoke up and said something along the lines of, "and I'll just take the cash back, that will be fine." I laughed, which was probably my first mistake, and said, "I'm sorry, but I don't think I'll be able to return this, this is six years old, and clearly used."

    She tried to argue that she had bought it here at this store, and the manager at the time told her she could return it for "any" reason and went on this crazy diatribe about her kid being bad, etc., etc. It went on for a good 5-10 minutes. When she was done, I just flipped the receipt over and read her the EB return policy. "30 days from date of purchase for unopened merchandise…."

    She completely lost it. It escalated so quickly I contemplated calling mall security (ha!) and the police. She wasn't having it. Then I told her she could "sell" the system back to us (it was worth about $40 at the time), which would have given her something, but she wasn't biting on that one.

    She asked for the manager, demanded to see the manager, wouldn't rest until she told the manager how rude I had been (I was pretty much a saint for most of this) and was going to get me fired. I just pointed to my name tag, and in the most satisfied tone humanly possible said, "Lady, I AM the manager, and there's no way on God's green earth that I'm returning an opened, 6-year-old, clearly used, dirty PlayStation."

    She stormed out, never to be seen again. It was glorious.

  • (#18) One Person Learns Self-Empowerment

    From Redditor /u/clucks86:

    I once worked for a pizza take away. And we always had a guy that had something to complain about. Food not being delivered on time, items missing when he never ordered them, there was always something. The phone came up with their number when customers rang and we all recognised this guys.

    So he had placed an order and it got sent out with the driver. Bang on time 10 minutes later the phone rings. Usually I would answer it and apologise, offer a freebie and be done with it. He would always ask for a manager but the manager was often busy making pizzas. But this one time when he asked my manager motioned for me to pass him the phone...

    "Whats up this time?"

    "This food is cold!"

    "Do you have a microwave?"

    "Yes...."

    "Well f***ing use it"

    He hung up after that and we lost a "valuable customer"

  • (#10) Once You Finish Eating Ice Cream, You Can't Return It

    From Redditor /u/SalemScout:

    I had a woman call to tell me that she spent too little on an ice cream cone. We had a special that was like two scoops in a waffle cone for five bucks, and for some reason she only got one scoop and said she didn't know about the special (despite there being signs all over the shop about it). She claimed that my worker didn't offer it to her (I didn't focus on upselling at our store, so this wasn't a big deal to me).

    I apologized to her, but I was also like, "What exactly do you want me to do about it? This happened yesterday, I'm assuming you ate the ice cream, so you can't return it."

    She wanted a refund anyway for the inconvenience. I asked if she had a receipt, she said she didn't. I said no-go without a receipt; she said she didn't get one at checkout. I explained to her that in my state we're not required by law to give a receipt for cash-purchased food service items, so if she didn't ask for one, tough t**ties.

    She kept pressing, saying she demanded to speak to the manager. I explained that I was the manager. She then asked if there was another manager she could speak to. I told her no, I was end of the line, top of the heap. No one else was going to tell her anything different.

    She huffed and told me she would be by to "discuss it in person." She never came in.

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About This Tool

The sentence every waiter, cashier, retail employee, and customer service staff would never want to hear is "can I talk to your manager". It is obvious that a complete management system and rules and regulations are far from enough. Excellent customer servers have to learn many factors including customer behavior, psychology, service environment, etc. those who work in customer service can never anticipate any rude requests from guests, and there is no more stressful moment than refuting rude customers. 

The random tool tells 18 crazy and hilarious stories about "Can I Speak To Manager", it is better to tell them that you are the manager.

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