The Not So Returned Rental Book

This entry is part 23 of 26 in the series The Retail Report

On April 11, I had a customer today call me after talking to another co-worker of mine who was just finishing up with her shift.  He was calling regarding his rental textbook that he has but also “returned.”

Earlier when he was talking to my co-worker, he had said that he had the book still and wanted to return it but did not want to pay for the replacement fee.  She wrote his information down and said he would be coming in later this week to pay for the book.

So then, he called during the beginning of my shift and explained how he had actually returned said book, which is the Intro to Statistics, a non-serialized rental, which is a book without a specific number attached to it.

I explained to him that our system had shown that the book was not returned and that it would need to be paid for at the replacement price.  He went on to talk about how that is penalizing him for incompetence on our part because he is saying that he was not given a receipt and when he returned it to “the guy” who had said that he did not need a receipt.  I told him we were telling all of our cashiers to give receipts for any rentals returned.  I asked him if he knew who the cashier was and he said he didn’t know.  He kept repeating the same stuff over and over again, and I kept saying the same things, too.  I told him that the only way I can personally help is if he had a receipt, and otherwise I would have to have him talk to my manager about it.

He was not satisfied with that, and kept saying how it was a bureaucratic answer and basically didn’t see why he had to be penalized and kept saying the same thing over and over.  He kept saying he wasn’t given a receipt, when I told him that was the only way we’d be able to release the hold on his account, and kept repeating that asking if “it was sticking” to what I had been considering talking to him about it, to which I said, yes, but it was to not going to alleviate anything.  I asked if he had returned any other rentals along with the Intro to Statistics and said that he had returned some health book.  I told him that there would be no way that only one book from a transaction would show as returned if they were both returned, but then he spouted out more about bureaucracy again.

So, anyway, I tell him again if he would like to speak to my manager, he is able to and I gave him my manager’s extension as well as transferred him over to his voice mail once he was done talking to me.  He finally accepted the proposition and I did so.

He then proceeded to call about 5 or so minutes later, after I was telling my supervisor about the call.  I answered it, knowing that it was the same guy, but pretending like I didn’t know what just happened.  The guy asked specifically to see if my manager was in and I asked what it was regarding and if I could take a message since he was not going to be in until the next day.  He didn’t tell me his name that time, and he simply said he was a disgruntled student and was given “bad customer service” and “terrible answers” by two employees who work here and that he wanted to complain about “them” (which would most likely be my co-worker and myself) regarding his book situation, and to also solve the situation regarding his rental.

So, he came in on that Thursday and instead of dealing with anymore of his bull shit, my manager let him off the hook for the book.  I really wanted that guy to pay for being an asshole.  Turns out he was gay and said to apologize to me for being “a bitch.”

Okay, then.  Fuck you, you bitch.

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