[quote name='AugustAPC']Alright, let's start with this one.
Before I start, let me clarify for those who may not be privy to Blockbuster's business practices.
Blockbuster has two different services. Their in-store and their online. These two are nearly two separate businesses. Blockbuster stores cannot help but provide information to Online customers and Online Services can't help with in-store customers. However, Blockbuster thought it would be a good idea to offer in-store exchanges for Online customers. This is fairly confusing for customers as it may cause them to believe that we have access to their online accounts, history and charges. Really, when they exchange their online movies for in-store movies, it does nothing but hurt the actual store that they're exchanging at. Essentially, they're just swapping out their online movie, for us to return and getting a free rental in exchange for it.
Now that that's out of the way... enter this 80 year old woman.
It's a nice cool night. As usual, we have very little customers in the store, if any. On shift were myself and my manager, who was a female, slightly older than me. Also in the store was another one of our managers, who just hangs out there and plays games on the PS3 because his T.V. got smashed.
As I said, it was a quiet night. We were relaxed behind the counters, checking in movies and chatting casually as we had no customers. That is, until the senior-citizen-humanoid-typhoon came walking through our doors. Appearing quite harmless, we greeted this little old lately, unknowing of the rage that was about to consume us.
Forgive me, I need to improvise a smidge, as this was a few years ago, and I don't recall the exact words.
The lady approached me at the counter. "I need to speak to the manager right now", she said.
I turned to Jessica, my manager, "Hey, Jess. This customer needs your help, please."
Jessica approaches the counter. "How can I help you, tonight?"
The lady tells her, "I was just charged 2x.xx dollars for a month of Blockbuster online, a service I had cancelled last month."
Jessica responds, "I'm sorry for your trouble. Unfortunately our in-store department has no control over your online account. I can provide you with the number to our online customer support so they can resolve this matter with you."
The lady raises her voice, "That's not good enough. I demand a refund right this moment."
The sudden change from a calm cool night to an uncomfortable, nervousness that was the calm before the storm, caught my attention. I walked back over to the counter anticipating that my co-worrker may need a little assistance.
Jess responded again, "I understand your problem, but unfortunately that is impossible for me to do. The best I can do for you is provide you with our Online Services number, as our stores and online services are not connected."
It is at this moment that this little old lady releases the demon within. She raises her voice to a yell. "You're lying to me. You are horrible people, no wonder your store is empty and no wonder you work in this little trash-heap!"
At this point I step in. "Ma'am, please calm down. There is truly nothing we can do to handle your balance from your online account. We cannot even access it from our store. I wish we could help you further, but we are physically incapable of doing so."
Infuriated the woman, in need of medication, continues to yell, "It's no wonder you are going out of business. You kids are disgraceful! I will never shop here again!"
During this ruckus, my manager's boyfriend had come in the store and was standing behind one of the counters across from our register. I can tell he's having a hard time biting his tongue. At this point this little old lady was belting some of the most hateful things I've ever heard from a woman of her age at my manager, who was beginning to cry.
The woman is yelling so loudly that my other manager, who was off duty playing the PS3 in our store heard and had to step in. Jessica, in tears, went to her boyfriend behind the counter adjacent to us.
My second manager, Randy, begins to plead with the woman. "Ma'am please calm down, we are doing everything we can to help you. We're not trying to upset you."
The woman raises her voice so that Jessica, whom her boyfriend and I are trying to comfort can clearly here. "That little bitch over there wasn't trying to help me! She was incredibly rude and unprofessional to me."
I am absolutely shocked at this point. This old hag was sitting there screaming voracious lies. Jessica was extremely kind and professional. At NO POINT was she even remotely close to being rude. There was absolutely nothing she could have done to handle the situation in a better manner.
Hearing the woman say these things causes Jessica to become hysterical. She is understandably sobbing into the counter while this woman, for no good reason, continues to spit the most hateful things out of her mouth.
I've never been so stunned by a customer at this point. She wasn't even a
customer. She was an online member who actually cost our store money by renting from us for free! She gave this store NO REVENUE! Yet she is speaking as if we've robbed her of all of her worth.
Think it can't get any worse? So did I. Once the woman notices that Jessica is in tears, she turns and looks to her. She yells for all of us to hear, "Look at her, crying, trying to make it look like she's the victim here." This next part I remember clearly, as if it happened yesterday. "
She's just like my husband, who beat me every night!"
Are you

ing kidding me? What on earth is this woman's problem?
Anyway, somehow, Randy was able to keep his cool the entire time. To get her to finally leave, he had to offer her my Store Manager's work schedule and our District Manager's phone number. So that she could badmouth us to both of them.
Once the wrinkly demon had finally left our store. Jessica, still in tears, could only ask us this question, "What did I do wrong?"
Nothing Jessica, you did nothing wrong.
Also, keep in mind; this is the abridged version of the story. We spent half an our trying to help her. Asking her if she was sure she didn't accidentally sign up for another plan when she called to cancel her account... Explaining to her why we couldn't do anything about the balance. She just wouldn't have any of it.[/QUOTE]
Eh, old lady or not, my policy when I worked at Target with an angry guest was that you got one "freebie" in swearing at me. After that I would warn the guest that if they continued to swear at me I would not be able to help them and they would have to leave the store. It only came to me telling them to leave a couple of times and they always did but I was more than prepared to call the police to escort them out if they chose not to. Target didn't pay me enough to sit and be verbally harassed by customers.
People seem to think they can treat retail workers like shit and I'm not really sure why. There are those times when the people working there are real assholes and probably deserve it but the vast majority of the time the customer is wrong and being completely irrational.