||[Nov. 9th, 2006|10:48 am]
People of the wireless industry, unite.
I had to call mall security last night. I never call security. I HATE calling security. I always think they're going to tell me to deal with it myself or something but this guy really made me angry last night and the guys weren't around to help. Trust me, I have nothing against black people but... he was a HUGE black guy with dreadlocks, and pants down to his knees, a huge gold necklace on... he just looked like a "thug", y'know? He had bought a case for his phone less than a month ago and wanted to return it. Fine. Except, the case was terribly worn out, the metal part of the clip was poking through, there were scratches on it, it was all squished and not holding its shape, and the inside was fuzzy and worn. I tried to explain to him that I couldn't take it back and re-sell it, so unfortunately I couldn't give him a refund. He FLIPPED on me. He started yelling that we had sold it to him in that condition, I explained that they did not come in from head office like that. He had already had it for almost a month, I asked why he hadn't brought it back sooner if that was the case and he got even more angry. He said he had no kids to ruin his things, etc, and that it wasn't his fault. I told him again that I could not re-sell it. Again, he said "is that my fault?". I said yes. He broke it. It looked like it had been run over or something. Finally he said, "listen, lady, just give me my money back okay?". I politely said no. He said I wasn't listening to him. I said "no, you're not listening to me, I said no". I told him if he wanted to take it up with the manager, he could, but the manager would not tell him any different. He got really angry, went out into the hall, started yelling "DON'T GO IN THERE, THEY'LL RIP YOU OFF!!!" and left. Keri and I were both near tears, but he was gone, it was all good.|
About 5 minutes later I had gone into the back room to calm down and get some water and I was watching the video camera screen and I saw him come back in. So I waited to see if maybe he had come back to apologize or something but no. I was all the way in the back and I could hear him start yelling at Keri. So I grabbed my cell and called security (YAY for speed dial!) and asked if they could just walk by the store cuz we might be having a problem with a customer. George, from security, said not a problem, he was almost in front of our store already. So I came out into the front, George was walking around in front of the store and came in when he heard the customer yelling. He asked if there was a problem, the customer said no and went back to yelling at Keri. So George kinda hung around the store for a couple minutes, looking at phones and stuff, and another security guard hung around at the front of the store until the guy finally gave up and left. As he was leaving, Keri said "and I'd appreciate it if you didn't come back into our store if all you're going to be is rude to us!" It was the awesomest thing ever! Even George was like "good job, Keri!". After he left, we explained to security what had happened. He wasn't nearly as bad the second time with security being there but when he had first come in I thought he was going to jump over the counter and come after us. It was scary. For the rest of the night, I kept watching the hallway to make sure he didn't walk by. Bah. I hate customers. I try not to cry, when customers yell at me I don't take it personally at all, even if they call me stupid, etc. but sometimes it's just SCARY. When we closed the store a couple minutes later and I left, I checked the parking lot real good before I ran like mad out to my car. It was dark, and my car was almost the only car left. I hate the parking lot at night, especially right after having a customer like that. I always wonder if he could be waiting for me at the entrance or something.
I don't know if any of you work retail, but if you do, do you or would you have trouble calling security for something like that? I know you weren't there to see how he was acting, but do you think I over-reacted at all? I mean it's one thing to come in and yell at us, we put up with it every day... but to come in a second time just to argue some more? We shouldn't have to put up with that, right?
Sometimes I miss working at Bell Mobility customer service over the phone just because customers can't kill me there.