People Reveal What Went Down When They Asked To See The Manager
Asking to speak with a manager is not usually a pleasant experience for most people; it tends to be pretty uncomfortable for both parties. Sometimes your experience as a customer was so abysmal, or so excellent, that you can't help it.
Reddit user alanbright asked:
Just Because It Turns On Doesn't Mean It Works
Argos store, got my farther a phone for xmas it was faulty out the box (wouldn't load apps or let you scroll without freezing for up to a minute at a time). My old man takes it back and the woman behind the counter switches the phone on and proclaims it to be fully working and thus refuses a refund, then proceeds to treat my old man like a kid (my mam said that even she felt belittled by this woman when trying to explain the fault).
So i take the phone myself, low and behold its the woman they had described to me that is on the returns desk, i proceed to tell her the way she spoke to my farther was completely unacceptable (deliberately raising my voice so other customers could hear me, because the best way to get a managers attention is to cause a scene) that i will not deal with her and that i wanted to speak to the manager. Anyway he comes out turns the phone on and actually tried to use it, within a couple of minutes he tells me it is faulty and i was on my way with a refund and an apology.
It's Not Always A Bad Thing
Just this last week. A customer service rep on the phone went above and beyond, and I asked to speak to their supervisor so I could tell them how great of a job they did. They said they were the supervisor, but appreciated the kind words. I left another note in the email survey, but that probably won't do anything. They really did something they didn't have to do and that I didn't ask her to do- it was weird having a customer service rep actually take a personal stake in my issue when they could have just brushed it off as a routine "nope".
You Should Get What You Paid ForGiphy
Many years ago, I bought a new laptop. I was also suckered into buying the extended warranty.
Laptop craps out after a year, no problem, still covered by the extended warranty. I take it in to be fixed, the hum and haw, and figure my laptop just works, I just have to hold in the power button for a few minutes to "drain the capacitors."
Well, that doesn't do it, so when it craps out again, I take it back. They hold onto it for a few days, say it's fixed, it craps out again.
This time, I ask to speak to a manager. All the manager does is offer to sell me a new one. I told him to get bent.
Anyway, the fifth time, they finally honor the extended warranty and just give me a new one. The manager had to come down to sign the paperwork, and as he handed me that new laptop, he says through gritted teeth, "Well, you've been awfully persistent in this matter, haven't you?"
Yup. Now give me my laptop, a**hole. Never went back there, and the place is now out of business.
Go Straight To The Top
I was that guy when I was buying my new car. I happen to love Subaru. I live in the Northeast and it's fantastic for the snow, it's zippy and fun to drive.
I was in a local dealer getting now my 3rd. I was trading in my 2nd and putting it towards a new 2018. The model I wanted (legacy 3.6) wasn't going to be available until September (I went in July). No issue at all. They told me not to put too many more miles on my car i was driving so they could honor the trade in. (I made sure to get everything they said in writing, even put in a down payment so i could have a physical receipt with the trade in value posted)
Fast forward to September, I call and ask when I can get my car.
"Oh we never said September!" said the receptionist who refused to let me speak to the salesman I was with. "It's due in the first week in December."
This is where alarm bells started going off. I had basically burnt the other dealers in the area because I went into the shop knowing what I wanted and used the Galves/Kelly Blue Book prices, plus what people online were paying and gave what I deemed to be a fair, average price on the car that was way above the bottom value that people claimed to pay for the car.
So now we're in the first week of December.
"Oh, I never said the first week" the receptionist says again. Meanwhile I have in writing from her confirming the delivery. So I reply "you've now successfully jerked me around for 5 months now. When am I receiving this car?" "It shoudl be here in 2 weeks." I call again in 2 weeks "is it here? No it's still on the dock in California" Try again in a week. Now i'm livid. I called my girlfriend at the time who was a publicist to see if there were any leads floating around on a high up official. I decided to escalate a bit. She managed to find the email for the CEO of Subaru North America on a court document that was filed against the company a few years back. I decided to email it to see what would happen.
2 days later I receive a reply from Customer Service of NA. I get the usual "I'm so sorry. This dealer is the best we have in the region I'm not sure whats happening".
A week passes and I ask again if my car is present at the dealer. We're now approaching Christmas. "Yes it's in"
Awesome I think, let's get it going. I show up to the dealership. I go find the salesman who takes me to the car and I start inspecting it. The first glaring issue. There was no remote start installed, something I explicitly asked for over the sat-nav. The salesman goes "oh no you didn't order that." I pull out the receipt. "Wanna try that again? or are you just going to keep lying like everyone else here."
I emailed the CEO again. Listed out the run arounds, the lying, and the overall sh*t experience. A week later the starter is installed and Subaru is sending a domestic rep to the dealer to complete the transaction. The owner of the dealership tried, in front of the rep to get me to agree to take a lesser amount on my trade in.
That's what really set me off.
I reply coldly "I'm the ISO audit manager of my company. If I were to treat any customer the way your dealership has treated me, I'd be out of business." The owner gets a sullen look in his eye...ISO, you mean ISO 9001!? "yes" i respond coldly. "If any manufacturing delays happen on material that I sell do you know what the first thing I do is? I call my customer and tell them. I open a line of communication to make sure that my customer is aware of any manufacturing delays. It's called being a good business person." I can take the delays and being jerked around, what I will not stand for is the constant lying, misdirection, and overall unprofessional lackadaisical attitude of the staff. How are you going to make this right?"
They somehow managed to accept my old trade in at the value they promised, gave me 3000 in cash, and gave me a free Yeti Cooler. All in all, not bad
Was browsing a mall while my wife was at an appointment and wandered into a radio shack. Was just browsing around when this guy comes in and asks about a battery.
The problem is that they didn't have the battery he was looking for and it didn't exist. He was looking for something like a AA battery that's also 12 volts.
The employee tried to help him, look for other stores and was nothing but polite and even looked online but (obviously) couldn't find anything. This led to him speaking to the manager. Suddenly the conversation went from completely professional to him berating her telling the manager how rude she had been through the entire exchange, how she insulted him and how he was going to corporate because he's never been treated so rudely.
I'm fairly certain my jaw was on the floor because I had witnessed the entire thing and this poor girl was on the verge of tears. I sat back and watched chucklef*ck smile as he walked out of this store as manager said, "We'll have to talk about this later and went back inventorying the store."
I had enough at that point and walked up to the desk. This poor girl was doing everything she could to maintain he composure and I asked to speak to her manager. She goes and finds him and I lay into the jerk that just left correcting everything he just lit up.
"I have no idea what would encourage some people to act like that but your employee was nothing but professional. The customer was asking for something that doesn't even exist and she still tried to help him find it. Not only did she search other stores for it but also looked online to try and help him find what he was looking for. She never did any of the things he's accusing her of and I was a witness to the entire exchange. If you review the security footage I'm sure it'll collaborate what I'm saying. I personally don't feel right watching someone put someone's livelihood and job at risk just for payback so I wanted you to know."
At that point she did break out crying with a giant smile on her face. The manager smiled as well and thanked me for coming forward. Life sucks working retail. It doesn't have to suck more because some entitled prick want's to be an asshole customer.
Being Reasonable Pays Off
I didn't ask to speak to the manager, but ended up doing so. I went to IHOP with a friend and the sandwich I ordered came in two versions - one with turkey (slightly more money) and one without. I ordered the one with turkey, and about halfway through the sandwich, I realize there's no turkey on it.
Whatever, I don't care, it's obviously good without, so I ask my waitress if I can just be charged for the sandwich without turkey. She asks if I want a new sandwich, I said it was fine, and she said she'd see what she could do.
A few minutes later, the manager comes over and introduces herself, saying she'd heard the meal wasn't what we wanted. I explain that the sandwich is really good, I'd just ordered the turkey option and got the vegetarian option, so I was wondering if I could be charged for the option I got.
She apologizes, leaves, and then comes back and tells us our entire meal is being comped. I was floored, and left a pretty good tip in lieu of paying.
This One's Good People
Went through the drive thru at my local Whataburger, at about 11 one night.The woman working the window was about middle aged, extremely obese (this matters), and in tears, because several of her younger coworkers were saying really mean things to her. Saying it so loudly that I could hear them saying it, through the window, over my engine and my radio. Things like "You are such a fat f*cking b*tch you should be hunted like an elephant", and telling her she should kill herself, because she was a fat loser that worked at Whataburger and was old. Just... they were f*cking vile. She was doing her best to hold it together, but she was crying.
I got my food, tried to say something kind to her, then I told my husband that we were not leaving yet. I parked the car, walked in, and asked for a manager. When he came to the front, I told him everything I heard, pointed out which of the little sh*ts I could identify and repeat their specific taunts, told him that the woman handled herself professionally and deserved a raise, and asked those guys what the hell their payoff was from picking on a woman that they deemed less than them? Then I pulled the classic old lady move and told them their mothers should be ashamed they raised such hateful sons. Manager was apologetic, offered to refund my money, but I told him I did not care about anything like that, I came in because it was bullsh*t that his employees thought it was okay to treat another employee that way, and if he wanted to make it right, he would handle that sh*t so she would have a safe work environment, because their behavior was unacceptable.
I don't know what happened, but she still works there, but on the day shift now.
Sometimes You Have To Talk To Corporate
Oh I still kinda hate myself for this, but it happened and it fits here.
A few years ago when the Mini NES was released, I was AMPED to get one on the release date. However, every store I went to wouldn't allow pre-orders, and I knew I wasn't tech savvy enough to snag one online before they ran out. Not to mention, my son desperately wanted one, and Christmas was approaching.
I took off work and camped out overnight at Target, and was third in line. A Target employee came out around 4-5 AM and revealed that they had only gotten 2 in stock. Well, myself and everyone behind me was super pissed to have waited so long for nothing, and many people packed up and went home, or went to a nearby Gamestop.
I saw the line at Gamestop, and knew that I wouldn't get one (there were nearly 50 people in line), so I trudged home, wondering how I was gonna get this thing.
Well, there's another Gamestop that's closer to home that I happened to pass on my way back. Only one person outside waiting. I busted a (legal) U-turn and immediately lined up behind him, delighted at my second chance.
At this point, it's still dark outside, and Gamestop doesn't open until 10. I've been awake for nearly 23 hours now. "I'm good" I tell myself. I can tough this out.
Around 9 AM, a Gamestop employee shows up and starts preparing the store for opening. By now, there's a line of around 100 people waiting outside. The employee informs us that they only have 12 systems, and all of those have already been pre-ordered by people who came by the store in the preceding weeks.
OH HELL NO. I had been to that store in the weeks leading up to this and had been informed that no one was allowed to do pre-orders for this system. I and the guy that was there before me both started arguing the same point (he'd had a similar experience).
We still had an hour until they opened, so the first twelve people in line (everyone else left upon finding out there were only twelve systems) immediately began calling Gamestop corporate office and complaining.
At 9:50 AM, the same employee comes back out and says that she'd just gotten off the phone with corporate, and that we would be getting our Mini NES's, since we were the first in line.
I apologized profusely to her when I was checking out, you could tell that the "pre-orders" were just a dumb decision made by a store manager or someone over her head that she'd had no control over.
But, I got the Mini NES, and my son and I regularly have Mommy-son game nights on that thing.
TLDR: I waited overnight for Mini NES that I wasn't allowed to preorder, was told that all consoles had already been sold due to pre-order; raised Hell, got my Mini NES.
This One's All Too Common
Moved states in December. My new employer offered to reimburse me up to $3,000 for help in relocating. I got a quote from a company to move my stuff for me totaling $2,000, so I put down a $400 deposit to lock in my spot.
It's the day of the move; I'm already at my new job a state over so my partner is handling things back home. The movers show up, take a quick glance around the place and tell him that the estimate has to go up because there's more stuff shown than what was listed and it all looks bigger than expected. This was impossible as I had given them a clear list of our belongings, including dimensions, but because I'm at work I don't have an opportunity to tell my partner about this or speak with the movers on the phone. My partner asks what the cost increases to and the guy tells him we will owe $4,000, but oh! they will be nice and give us a discount to cut it down to $3,100. Neither my partner nor I have the time to move at a later date and we already put down $400 towards the nonrefundable deposit, so we begrudgingly agree to the 50% price increase. When he finally got to our new place, my partner confessed that the whole thing felt like a scam, especially in that the guys didn't even take a full look around our place at all the furniture, so they couldn't have known what an increased estimate would entail. Not to mention my inventory provided beforehand was thorough and detailed.
I called up the company and actually got pretty high up there. My new employer was threatening legal action (we are a government entity so this company essentially bamboozled thousands of taxpayers), but none of it went anywhere because I had signed a waiver allowing them to do what they did. It's an incredibly sh*tty business practice and I let the highers-up know that, but that won't change anything. Some research post-move revealed that the Better Business Bureau has received an increase in reports regarding this very issue within the past 12 months. I will never use or recommend this company again.
Fraud Is Not A Good Look
I bought my truck used and it only came with one key, I went to the dealership to get a new key and two fobs made up. I called to check price before I came in and they agreed it could be done for around 250 for everything parts and labor. I showed up and handed over my one gray key. Little did I know this was the valet key and the other keys and fob could not be programmed with this key. They would have to do a master reprogram. The service writer that took my key did not mention this to me nor did they say anything for 45 minutes while I waited.
At the end of this 45 minutes they called me in and showed me a new black master key already cut but not programmed and the fobs which had not been programmed yet. They told me it was gonna be an extra 200 dollars to finish the job. I told them I could afford an extra 200 dollars and I wasn't gonna be able to do it at that time. They said that was fine I would just have to pay a restocking fee on the fobs and I would have to pay for the key, which wouldn't work as it wasn't programmed. I was not having it and they should have asked me if I wanted to continue after noticing that it was gonna require extra work. They wouldn't budge. I asked for the manager who wouldn't budge.
Finally I asked to talk to his boss the dealership manager, told him that it was bullsh*t and they were not gonna force me to pay for extra work that wasn't quoted or keys that didn't work. He agreed acknowledged their screw up and offered to do everything for the original quoted price or let me walk without paying anything. I had them finish the job and I went on my way.
Fast forward 2 months and I'm out at a bar. In walks the original service guy that tried to hose me. He looks at me asks where he knows me from. I wasn't sure so he asks if I drive a truck... asks some details about my truck and confirms it was me. He turns a little pale and says I remember you! I said I'm sure you do. He then proceeds to admit to me that they saw a young guy with an admittedly douchey truck come in and thought they could squeeze me for more money. He said he worked off commission and he wasn't gonna apologize but he would buy me a beer for standing my ground!
Getting Stuff Done
Someone at my doctors office f*ked up and changed my medical insurance but put the wrong date in, which put me in the hook for the full cost of my preventive care. I tried explaining that there's no way it was my fault since according to the records, the date of my visit occurred months before my new insurance even existed. "Sorry nothing we can do about it." Yeah bullsh*t, that amount of money would literally destroy my life, so I kept calling both the office and the insurance company, collecting information and escalating with both of them.
Finally some amazing woman from the insurance company said, "Just give me the number of your doctor's office and I will deal with this." I did that. Then she called me back about ten minutes later to let me know everything is all set and I no longer have to worry about any problem.
I really wish I could have listened in to that conversation.
Too Much Enthusiasm
When a bouncer screamed in my ear with such vigor that he spat in my eye. He mistakenly thought i had brought in my own booze when they were left by the previous occupants of the stall.
I had a bouncer take my legitimate ID and refuse to give it back, even after I confirmed my identity with credit cards because he thought I was underage. I was 27....
I've had that happen. He cut my ID in half. I called the cops, and they made the bar pay for my new ID.
Was at Hooters watching a UFC event. Ordered 20 wings and a pretzel with a beer. After 30 mins nothing, not even a beer. Hour after originally ordering still nothing. Ended up asking the manager if my order got lost or something. He apologized and said my order is now first priority, another 30 mins and still no food. Manager walked past me and asked if I finished it all that fast and I told him it never even came. Guy got angry, went to the kitchen and made it him self, brought it out within 15 mins, and told me whole meal was on the house and that anything else I wanted was for free.
The Never Ending Membership
I had a Gold's Gym membership that I needed to cancel since I was moving (which BTW, they ridiculously require PROOF that you are moving in order to cancel!). I canceled at the end of May. They (by contract) required you to pay the month after you cancel (BS, but whatever, I didn't want to argue), so I paid for May and then June. Then July comes around and I am charged AGAIN. I call the gym and guy on the phone tries to argue with me that the charge is correct because you are charged the month after you cancel. I try to explain to him that June comes before July, and that I was already charged my "punishment for leaving the gym" fee in June. He was getting nasty with me on the phone, so I finally asked for the manager. He said, "Fine, but she is going to say the same thing I did!". He got the manager on the phone, I explained to her that I should not have been charged for July. She agreed and reversed the charge in like a 30 second conversation. Screw you, random gym receptionist!
You know it's not a great place to work when employees band together to walk out. Literally.
Unions were basically created for this reason, by having the working people band together to fight against being mistreated by corporations, they create power in numbers. Even without a formal union, there is still power in numbers--no company wants to be tasked with explaining themselves like that.