Get Your Story Straight

I was working a slow lunch yesterday when I was summoned to the togo area. Someone wanted to speak to a manager.

I approached the gold toothed, barefoot, no bra wearing 400 lb woman. She had a bag on the counter, so I figured she had just picked up some food. When I got to the counter she told me that the salads were cold. NO SHIT...THAT IS PART OF WHAT MAKES THEM SO GOOD!

I asked if she had her ticket and she said no...that they were on four different tickets...which translates to me that they were on one ticket, but got split up to pay...and she did not have a phone number to reference bc she called from a hotel.

So I asked her if we could remake them for her right quick. She said, no, I just want my money back. I explained to her our system. We do not do refunds, we give out our form of in store credit that were good at any store...not just ours (we sometimes refer to them as gift certificates).

She explained to me that this happened last night...and she didn't want the salad...just her money...I pulled the salads out of the bag to inspect and they were all 1/2 eaten...some 3/4 eaten...ARE YOU KIDDING ME

I asked her why she didn't bring them back last night and she said that it was after close...and the guy told her to bring the food back today...THAT IS NOT HOW WE DO THINGS...

She then told me that she had experienced problems previously with the gift cards received for mess ups...apparently they had not being activated in Dallas...that is funny because the credits we issue are not in card form...they are in paper form...

I asked her to give me a second to ask the other manager that was on duty if he knew a way to give cash...I really just needed a moment to process the fact that this woman wanted money back for 1/2 eaten salads. I took the salads back to show Charles. He was in awe as well.

So I went back and told her that I had no way of giving her cash...that the best I could do was remake the salads or give them the paper certificates. She was not satisfied. She wanted to talk to Charles. So I told her, mam, he is a manager just like me with the same information as I have. He is going to tell you the same thing.

I then said, you know what our GM was the one that was on staff last night. If he was the one that told you that he was going to give you cash, then he probably had something in mind. I offered to go call him. She back pedaled quickly. She said that she had to go home to Dallas and that this was plain ridiculous.

I said, ok, well I will be quick about it. Give me just a second. I then went to the back and started to call the GM, when Charles told me that he closed last night. So I asked him if he told a lady to come back. He said no...so I passed it on to him.

I looked through the tickets from last night and didn't see any with those menu items on it. So I went back to see how Charles was handling it.

I intersected the part of the conversation where he made an analogy with something she may understand. He said, "you know when you go to the mall and bring back a shirt without a receipt. They don't give you cash back, but they will give you an in store credit"

At this point she knew we were not coming off of any money. She snapped a Charles...with a...Chill out dude...don't talk to me like I am ignorant.

HAHAHAHAHAHAHAHA....BAHAHAHAHAHAHAHA

She asked for the gift certificates so she could leave and told us she would see us when she came back.

these were my immediate thoughts:
1. this chick probably cleans hotel rooms for a living...saw the boxes and thought she could get some cash back from a bs story
2. If she lives in Dallas why is she going to come back here to use the certificates...we told her they were good at ANY store
3. GET YOUR STORIES STRAIGHT