Walmart / simple price check turns into yelling match with night manager
At approx. 10:35 - 10:45 pm on April 21, 2010 I prepared to check out at the South Keys Wal-mart location. The only cashes available where #12 and #1, 4 & 6 in their "Express line". Cashier #4 became free and I placed all my products on the counter. I said "hi" to which there was no response. The cashier began ringing products in and as is my habit I watched the digital screen as I have been overcharged by stores and prefer not to be. A three shade eye shadow by Physician's Formula called a 3 duo, rang up as $6.58. I mentioned to the cashier that the price tag had indicated this product was $5.92.
The amount is small but I promised myself that I'd request a check on any prices that showed up incorrect at the cash and always inform staff they might like to correct their pricing if indeed the item was incorrectly priced or categorized. I had decided to carry my phone with me and take images of any prices that were on sale in the event I ever had a problem in getting charged the right price but todate I've never had to "prove" the price I saw and I'd unfortunately left my phone in the car this time.
The cashier at #4 checkout sighed and grabbed the phone asking Cosmetics to call her...I told her there had been no one in that department when I was there to which she said nothing. The phone rang and the person on the other end seemed unable to assist. She hung up and called for assistance from Cosmetics again. The next person who called appeared to be telling the cashier something that made the cashier clunk down the phone and say, "That's not MY problem" and she rolled her eyes, sighed heavily, clearly not pleased with whatever the person on the other end had said. While she had been asking for the price check, I had tried to tell the cashier to let the person know where exactly I had found the product so that it would be easier for her to find. The cashier didn't relay this information.
The person doing the price check came up to the cashier and said there were two prices the $5.92 and the $6.58. I again explained that the eye shadow I chose was directly behind the price tag of $5.92 and that it was not the eyeshadow to the far left on the display, but the one right beside that one. I explained to the price checker that I had also checked to see if this product may have been in the wrong slot. All eye shadows behind the one that I chose were exactly the same shades name.
The woman doing the price checking took the product I wanted back to cosmetics with her and then returned with another that was a different shade. The shade she came back with was Oatmeal and it had been on the far left of the colors I wanted which were Sand.
The cashier and the price checker looked at the skews on the back of each package and the price checker person stated that the price tag of $5.92 was the same skew as the Oatmeal product. This wasn't possible due to the fact that I had looked for a skew number and the price tag did not have one...which I'd found odd and which almost made me not take the product at all as I didn't want to be too delayed at the checkout as people were waiting outside in the car for me.
At no time during this period of time did I once raise my voice, speak rudely or display any level of ignorance to the cashier or the price checker. I tend to prefer "honey" to "vinegar" as I have always gotten much further that way and having worked in retail some time ago I know how frustrating it can be to have a customer being unnecessarily rude. The cashier and the price checker spoke among themselves about the price and how the skew was different on the two packages...then the cashier said, "the only thing different about these are the color" to which the price checker said "well, this one (Oatmeal) must be $5.92 and the other one is $6.58." I then stated that the Sand eyeshadow was directly behind the $5.92 price tag and I then said, "I wish I'd have brought my phone I could have taken a picture of the price tag. Then I said, "You may want to move all the eye shadows that are behind that price tag then because they were all together and I checked the price a number of times to be sure."
I then offered to go back with the price checker at which time the night manager came over to the cashier and ask what was wrong and the cashier then explained, "She says (meaning me) that this eyeshadow is $5.92 but its coming up $6.58". The night manager then told the price checker, "Here, take this" (the skew that the cashier had on a piece of paper and which had been right on top of her cash register for some reason) to which the price checker asked why. The night manager then swept her hand my way and said, "just take her (meaning me) with you so you can show her the right price and get this straightened out."
The condescending attitude this manager showed toward me and the way in which she ignored me and insinuated by her tone, actions and attitude as well as the cashier's attitude from the beginning, that I was a waste of their time and was simply being a "*itch", led me to decide not to bother standing their trying to get the proper price for a product that I could do without, and I said "Never mind, I didn't think this would be such a difficult situation. I have people waiting for me so never mind, I won't take this. Just ring up the rest of the things please... I have to go." The manager gave me a "you jerk" look and then I said, "I think perhaps I'll go to Barrhaven rather than shopping here." The manager then loudly said "there is no need to be ignorant to my staff!" I said, "I'm not being ignorant, I simply stated I was going to go to another store." The manager then said loudly, "You have been nothing but ignorant with my staff and I won't have it!" To which I said, "What?? I have not been ignorant to them!" The manager continued, "Yes you have and there's no need for it so I want you to stop!" To which I stated in just as loud a voice as hers, "Who is your manager?"
The night manager stated, "I'm the manager!" to which I said, "No, you are the night manager. I want to know who the overall manager of this store is." She became insulted I assume as her voice continued to get louder as she continued to state she was the manager and she wouldn't have me acting this way in her store.
As I was leaving, it was a shouting match, I'd been insulted enough by this manager and as I left she was still yelling at me. The cashier and the price checker were both silent the entire time. I then threw over my shoulder "Would you like to ban me from your store?" to which she was silent and then yelled very loudly, "Have a good night!" to which I responded, "You have a good night too!"
Now, in stark contrast and my usual experience when dealing with a cashier or store staff at any store, I had returned a Physician's Formula Mineral foundation that I had purchased 3 days earlier from this location and that was on sale for $8.20. The customer service girl indicated they really weren't able to refund makeup after it had been open. I explained that unfortunately I usually use testers before buying makeup but this time there hadn't been a tester and the only way I could discover that it was too light a shade was to buy it and try it at home. I further told her I had been hesitant to do that but I had wanted to try the product. I apologized that I hadn't been aware of the no return policy for makeup to which the girl said, "Well, I'll do it this time but I won't be able to do it again." I thanked her and told her I really appreciated it and I'd remember the policy for next time.
She had trouble reading the sales receipt and indicated that the printer really should have been replaced but unfortunately they weren't successful in getting a better printer at the cash that I'd been at that night. She tried a few times before she got the number in okay. Then the price of $18. and some cents kept coming up not allowing her to give me the exchange amount. So after a few tries and my apologies for the trouble to which she assured me was no trouble at all, she refunded my money, I signed the receipt for it and thanked her again for her help to which she told me to have a good night and I told her to as well.
The night manager of the Wal-mart store at Southgate in Ottawa Ontario is a disgrace to that store. As a frequent customer to that store, I have NEVER had any difficulty like this at this store before when prices were incorrect...I can guarantee I will NEVER set foot in this store again and I will be certain to pass this episode to the MANY people I know to do the same and travel a few minutes longer to the Barrhaven store where the staff are not nearly as ignorant or quick to embarrass or browbeat a customer simply because they are having a bad night.
My only regret is that I did not take down the name of the cashier and the Night Manager...but I will never forget either face because they were both very, very unprofessional.
I appreciate being able to air my frustration here. Thank you!
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