Bad Customer

[x0ny]

I work at my Chinese Take Away and tonight, one of my staff informed me that a customer had come in to complain about the food she bought the previous night was terrible and demanded her money back, after having eaten most of the food of course.

So I went out, gave a cheery "Hello =)" and before any discussion could take place I was threatened with:
"Do you want to lose all your customers and go out of business? I will write on my facebook how bad your take away is and then all your customers will leave for other take aways." Words to that effect.

Now... this take away has been in operation since 1972, back when my grandfather ran in, who passed it down to my mum, and then down to me. 30 years of being in business, didn't really see the threat.

Normally I'd just give them the money back and that would be the end of that, it's only £10 ($18) after all, but having been attacked with such a joke of a threat, decided against it. The customer asked, "So are you going to give me my money back or not?". To which I replied with a simple "No" and got the food thrown at me.

I'd like to ask, what would you guys have done?
Thanks.

 

[Dragon_of_red]

I would have dont what you have done, some people have no manners and are absolute jerks.

 

[minignu]

I would have just given a free meal to make them shove off, even if they are rude. Then bitched about them behind their back.

Hell, I did that already today.

 

[A_Parked_Car]

I would have done the same thing, rude people really bother me.

 

[Pimppeter2]

If you thought that was bad then you would love this

http://www.escapistmagazine.com/forums/read/18.70218

Yup, 28 pages of bashing annoying/stupid costumers

 

[omega 616]

I would have said "it can't have been that if you have eaten most of it, what your asking for is a free meal and if I gave you your money it back it would set an example and I really would be out of business. Is there anything else I can do for you?"

Would have diffused it and shown the person up to be a bit of a tool/cheap skate.

 

[Guestowel]

Give them their money back. Sounds to me like you were the one being unreasonable. Never let a customer leave unsatisfied, even if they were being rude. Each unsatisfied customer will tell their friends, and that will be an average of ten customers that will never step foot into your store again. On the other hand if you manage to impress your disgruntled customer, and they tell their friends that you provided excellent customer service there is a chance to gain more customers. If you were in my store and treated my customers that way I would have at the very least suspended you. Your "too big to fail" attitude is another matter all together.

 

[Spaghetti]

I would have done the same as you. If she's eaten most of it, then she's really just there looking for a free meal. Plus she must be a little bit nuts to loose it so quickly and actually throw the food at you.

And like you said, I can't imagine a Facebook message will kill 30 years of business.

 

[Amnestic]

If you thought that was bad then you would love this

http://www.escapistmagazine.com/forums/read/18.70218

Yup, 28 pages of bashing annoying/stupid costumers

Not to mention this famous site [http://notalwaysright.com/] for such things.

I'd like to ask, what would you guys have done?

Ask her why she ate most of her meal before coming to complain about it and watch her fluster.

 

[sneakypenguin]

Give them their money back. Sounds to me like you were the one being unreasonable. Never let a customer leave unsatisfied, even if they were being rude. Each unsatisfied customer will tell their friends, and that will be an average of ten customers that will never step foot into your store again. On the other hand if you manage to impress your disgruntled customer, and they tell their friends that you provided excellent customer service there is a chance to gain more customers. If you were in my store and treated my customers that way I would have at the very least suspended you. Your "too big to fail" attitude is another matter all together.

There are people who do this all the time though, go in complain only for free stuff, so I completely understand no refund. I would have given a refund and told her not to come back though.

 

[Bob_Bobbington]

Introduce their head to the table at high speeds.

EDIT: Just read it was a she. I would then get a female member of staff to introduce the customers head to the table at high speeds.

 

[Guestowel]

Give them their money back. Sounds to me like you were the one being unreasonable. Never let a customer leave unsatisfied, even if they were being rude. Each unsatisfied customer will tell their friends, and that will be an average of ten customers that will never step foot into your store again. On the other hand if you manage to impress your disgruntled customer, and they tell their friends that you provided excellent customer service there is a chance to gain more customers. If you were in my store and treated my customers that way I would have at the very least suspended you. Your "too big to fail" attitude is another matter all together.

Pffffft. There's no good reason why a shopkeeper should have to deal with rudeness. If you suspend a member of staff for showing self-respect I hope that you pay them enough to hire a good lawyer and sue you. Probably not though since you can't afford to pay them a decent wage and take returns from any old crotchety twat who wanted free money.

Sue for what?

 

[Littlee300]

Whats resteraunt called and where is it so i can write a good review for you
Also should of said "Thanks come again" then called cops
The comment would of pissed her off and the cops would of tazed her >

 

[madcap2112]

Don't know if I would've had the balls to do that, but I admire you all the more for it. Maybe I should start doing it where I work.

 

[molester jester]

http://notalwaysright.com/

I think you might like this site. lots of funny bad customer stories.

 

[Littlee300]

Give them their money back. Sounds to me like you were the one being unreasonable. Never let a customer leave unsatisfied, even if they were being rude. Each unsatisfied customer will tell their friends, and that will be an average of ten customers that will never step foot into your store again. On the other hand if you manage to impress your disgruntled customer, and they tell their friends that you provided excellent customer service there is a chance to gain more customers. If you were in my store and treated my customers that way I would have at the very least suspended you. Your "too big to fail" attitude is another matter all together.

Pffffft. There's no good reason why a shopkeeper should have to deal with rudeness. If you suspend a member of staff for showing self-respect I hope that you pay them enough to hire a good lawyer and sue you. Probably not though since you can't afford to pay them a decent wage and take returns from any old crotchety twat who wanted free money.

Sue for what?

Improper suspension. Possibly even a class action along the lines of creating a dehumanising working environment. Employers have a responsibility to prevent their employees from being in situations where they are verbally or physically assaulted.

To sue right away seems a bit extreme... ESpecially since your talking about it being against employer, sueing the women be fair though.