I got accused of stealing gas....grrrr!
EDS Skin Care Forums Forum Index » EDS Lounge

free skin care · Sun Dec 17, 2006 6:07 pm

Today I had to stop by a Mobil gas station. I always make sure to see how much I will get, so today I had a $20 and $10 which equals to $30. I walk into the place to pay. I tell the clerk (she's asian, i'm asian too), $30 on # 12 please. So she accepts the money. I go out and pumping gas, than at $19.47 it stops, no gas. I see the girl that is in front of me say, I paid $30 but I didn't get the full amount. So she runs in and whatever. I start to walk in to try to find out what happened. Maybe there's a gliche in the pump. This other clerk walks out and says to me, how much did you pay. I said $30, what's up with the pump. I follow her in and than the asian clerk says I don't remember seeing her. She gave me $10 only. What would you think? To me, I felt that they thought I was trying to steal gas or something and would take off. So I'm being polite and say, I gave you $30 and I told you how much I needed. Why would I steal gas. So I have to wait 10 minutes for the girl to count the money in her cash register because she didn't believe me. I told the other girl, this is such an inconvenience because I'm in a hurry. I'm irritated but I'm still patient. Unfortunately, the girl can't determine if I am right or she's right. But keeps saying she doesn't remember me giving her money and it was a $10. I'm starting to get mad but the other girl says okay, do you want $10.53 back. I said no, I just want gas. That's all. $30 worth of gas. So I walk out and pump my gas. I'm thinking, I can't believe this. I didn't even get an apology or anything. So I walk back in and say, I want to see a manager because how I was treated was not right. I was talking to the other girl and everything was fine. Until the girl that caused this whole problem because she didn't pay attention and was distracted doing other things say,"I don't remember you giving me $30". I said you have to be kidding me. She said it was very busy. I said what, when I came in there was no one here but me and you know that. Than she says look, i'm nervous now. I said why? Than she says I haven't had my lunch yet and I came into work 10 mins late today and I'm having a bad day. I just lost it. I told her it's not my fault you didn't have your lunch and you came into work late. That has nothing to do with what I am discussing with you now. And now your making my day go bad too. You don't accuse people of trying to steal gas and most importantly you did not even apologize to me. Your standing here arguing with me instead of trying to make it better. Oh my gosh, she started to try to talk over me. Finding every other excuse instead of admitting that it was her fault. I got so mad that I was screaming now. Customers are coming in but I did not care at this point. I told the girls that all my life I have never stolen anything and that I've never been treated like this for just trying to pour gas. That I would never come here again. First and last time. But now I feel bad for yelling and stuff because I'm usually not like that at all. I always try to talk things about but this girl just pushed me over the edge. I'm embarassed now though.

free skin care · Sun Dec 17, 2006 6:38 pm

I think you are 100% correct in doing what you did. You may have lost your temper a bit toward the end - but who wouldn't?

Poor customer service should NOT be accepted. I would take this a step further, go back to that station and write down the number of 'how were you treated today?' - the owner of the station no doubt has his/her info posted somewhere. Every station I can think of off hand does.

I'm currently in the middle of an investigation of a complaint I filed against my branch post office.

Because they are incompetant, rude & ignorant is no reason to take this out on you. Everyone makes mistakes, but own up to it.

free skin care · Sun Dec 17, 2006 6:55 pm

OMG, I could not agree with Candy more. I think it's totally understandable that you lost your temper. Bad customer service simply cannot be tolerated.

I have a similar story. When my husband proposed to me in October and we decided on an April wedding, I started right away getting all the plans for flowers, reception, etc nailed down. My husband and I were leaving the day after our wedding for our honeymoon, but I wanted a special place for us to stay on our wedding night, so I went to every hotel in town and looked at all of their nicest suites. At the Holiday Inn I fell in love with something called the "Presidential Suite"--- it was like a HUGE 3 room suite, complete with an enormous bathroom with a hottub the size of a swimming pool. I booked it on the spot, gave them my credit card number, and got my confirmation number. A week before my wedding I called to confirm that everything was still all set, and I was informed that an important international client was now renting the suite and that it was no longer available to little old me. "But I gave you a credit card number!" I said. "And I have my confirmation number right here!!!! What's the point of having a confirmation number if you can just give my room away to anyone you please???" "Well, it happens all the time!" the huffy girl on the other end of the phone told me. Not to me, it doesn't! I called the manager and I gave her a piece of my mind. I was pretty much yelling, and I told her that after reserving this room so far in advance, I was glad to see that I could so easily be shuffled aside for more important customers and I would CERTAINLY be contacting headquarters! Long story short, I got my room, and it was furnished with complimentary champagne, goodies, and bath salts, etc. Still, I haven't stayed in a Holiday Inn since. Terrible customer service!!!

free skin care · Sun Dec 17, 2006 7:23 pm

Candy and manslayerliz - Thank you for your support.

Candy - I was thinking of doing that too but I'm thinking, she must of been new that's why she was nervous. I guess all I wanted was an apology. I don't want to get her into trouble such as losing her job. I'm thinking maybe this incident will make her pay attention. Now I feel like such an ass. Part of me says, go back and apologize. Than the other part says, your asking for it.

Manslayerliz - Gosh, I can't believe Holiday Inn did that to you. Just because someone important is coming that they gave up your rooms even though you had reserved it way in advance. They didn't try to work with you but giving you the brush off. But good thing you got your room but just having to experience it, really stinks.

free skin care · Sun Dec 17, 2006 7:38 pm

qisme615 wrote:

Candy and manslayerliz - Thank you for your support.

Candy - I was thinking of doing that too but I'm thinking, she must of been new that's why she was nervous. I guess all I wanted was an apology. I don't want to get her into trouble such as losing her job. I'm thinking maybe this incident will make her pay attention. Now I feel like such an ass. Part of me says, go back and apologize. Than the other part says, your asking for it.

Don't you dare go back and apologize!!! New or not is NO excuse. She hasn't learned any lesson, she will go on thinking if she badgers customers they will go away and she'll continue this behavior. If she loses this job, it's HER fault, not yours.

free skin care · Sun Dec 17, 2006 7:46 pm

Candy8865 wrote:

qisme615 wrote:

Candy and manslayerliz - Thank you for your support.

Candy - I was thinking of doing that too but I'm thinking, she must of been new that's why she was nervous. I guess all I wanted was an apology. I don't want to get her into trouble such as losing her job. I'm thinking maybe this incident will make her pay attention. Now I feel like such an ass. Part of me says, go back and apologize. Than the other part says, your asking for it.

Don't you dare go back and apologize!!! New or not is NO excuse. She hasn't learned any lesson, she will go on thinking if she badgers customers they will go away and she'll continue this behavior. If she loses this job, it's HER fault, not yours.

I agree with Candy! I worked in CS (customer service) for 3 years and you NEVER treat a customer like that!!!

Don't apologize and don't feel bad. Look at it this way, maybe she'll pay attention better the next time someone hands her cash. In a way, YOU made her a better cashier Smile

free skin care · Sun Dec 17, 2006 8:00 pm

I don't think you should have to apologize either. She treated you very badly! She could have said "I"m sorry, I don't remember", instead of accusing you of trying to steal gas! I totally would have been very upset myself. Hopefully it will make her be more observant in the future, so maybe in the end it was a good thing for someone to stand up for themselves. Good for you. Sucks that you had to go through that though. That would have ruined by whole day. Sad

free skin care · Sun Dec 17, 2006 8:07 pm

qisme615, I thoroughly understand that your objective wasn't to get the clerk into trouble, but I agree with Candy - DON'T YOU DARE APOLOGIZE! You were treated badly and there just isn't any excuse for that. Being new at one's job is even less of an excuse. If anything, I'd expect that someone who is new would try harder to be pleasant to customers!

I had a horrible incident at a local supermarket last year. I was on my way back from the gym - still wearing my sweats with my hair twisted up in a sloppy knot, etc. I ran in to pick up a few things and went through the self checkout. Paid for my stuff, bagged everything except a box of sudafed, which I threw in my purse.

As I was exiting the store, I feel someone's hand on my upper arm. It was the store detective! The guy tells me he saw me put the pills in my purse and that I should come with him. At first, I laughed! I explained to him that I paid for the pills and also had the receipt in my bag. The guy was an incredible asshole! He told me to SHUT UP and to come with him; that I could explain to the police. OMG I was FURIOUS! I was also embarassed because by this time, other shoppers had stopped to see what was going on.

Once it was clear that there really was no talking to this guy, I walked back to security with him. When we got there, he had some scrawny tweaker handcuffed to a chair. (laughing) She had apparently shoved like a dozen boxes of sudafed in her purse. He told me to sit and be quiet; that he had to write up her report first and that then he would deal with me. I started arguing with him and reached for my purse to show him the damn receipt. The asshole threatened to handcuff ME.

I won't go through the rest of the sordid details. It was a total horror show. But, I decided not to say another word. The guy was a borderline illiterate and it took him an hour to fill out the form for tweaker girl and about as long to fill out mine. He proceeded to then call the local police who escorted me out of the store. I didn't utter a single word. I was determined to ultimately get into court with this and cream this bastard, which is exactly what I did.

The case didn't come up until a couple of months after the incident, but I was no less steamed with the passing of time. When I explained to the judge what had occurred she was absolutely livid. There was nothing I could have said to this guy that would have compared to her tirade!

Afterwards, I got a letter from the supermarket chain with an apology and a gift certificate. I gave the certificate to a local shelter. I've never set foot in the place again. I've discussed it with friends since it happened. Some have encouraged to me to sue them, and believe me, the thought has crossed my mind. But, I have better things to do with my time.

The one thing that did bother me was thinking about what ultimately would happen with the store detective. I'm certain the corporate management was aware of the fact that they had significant legal exposure and I suspect that they fired him. Despite the fact that he was a TOTAL asshole, I still felt very badly. I hate to be responsible for someone losing their job and I really can't imagine that this guy has an easy time of finding employment. Ah well....

free skin care · Sun Dec 17, 2006 10:10 pm

Okay. I can NOT resist responding to this. From the time I was fifteen and working part time at a "five and dime" til now (yep, that's 41 years), all of my careers have been in some form of customer service. Yes, I've had "bad days" and yes, there have been "many customers from Hell". There is absolutely no excuse for poor customer service. Actually, there is no such thing as poor customer service. You either receive customer service or you don't.

Now I'm about to get on my soapbox about "what's wrong with our society today", which is no one wants to take responsibility for their own actions. It's always someone else's fault. From what I can tell here, you all take responsibility for your own actions and accept the consequences of those actions. I do, too.

Never EVER apologize to someone for their having to accept the consequences of THEIR own bad actions. Whether they lose a job or endure a justified tirade, those are THEIR consequences and, hopefully, the way they learn to interact with others appropriately.

Just my 2 cents.

Ari

free skin care · Sun Dec 17, 2006 10:36 pm

Arielle wrote:

Okay. I can NOT resist responding to this. From the time I was fifteen and working part time at a "five and dime" til now (yep, that's 41 years), all of my careers have been in some form of customer service. Yes, I've had "bad days" and yes, there have been "many customers from Hell". There is absolutely no excuse for poor customer service. Actually, there is no such thing as poor customer service. You either receive customer service or you don't.

Now I'm about to get on my soapbox about "what's wrong with our society today", which is no one wants to take responsibility for their own actions. It's always someone else's fault. From what I can tell here, you all take responsibility for your own actions and accept the consequences of those actions. I do, too.

Never EVER apologize to someone for their having to accept the consequences of THEIR own bad actions. Whether they lose a job or endure a justified tirade, those are THEIR consequences and, hopefully, the way they learn to interact with others appropriately.

Just my 2 cents.

Ari

free skin care · Sun Dec 17, 2006 11:45 pm

Thank you everyone for your support and sharing your experience.

Candy - I won't go back and apologize.
I'll go find a contact person and number, just to let them know that they need to train their employees better at handling certain situations.

But to think, while I was basically yelling at her and about to leave, I saw the camera and was thinking...great, this is being captured on video and the customers thinking I'm a mad woman about to climb over the counter. But hopefully she will learn to correct her ways of dealing w/ customers. It didn't feel good but if I didn't go back than it would of been on my mind for days. Things happen for a reason, I learn next time to make sure the clerk acknowledges the amount I am giving to them before I walk out.

Thank you for listening and supporting me.

Thank you again!

free skin care · Mon Dec 18, 2006 12:48 am

qisme--thanks for posting your story. i always like to hear about these things so i can remember how to handle myself when i am in that kind of situation. i am glad you did make a scene instead of letting it go.

katee--i know this probably violates some PR rule, but my bar instructor says whenever he gets in a potentially sticky situation with obnoxious law type people, he flashes his bar card and says something along the lines of "dennis s., officer of the court, can i help you?" Laughing

free skin care · Mon Dec 18, 2006 9:01 am

Laughing.... I've been known to flash my bar card too, but in this case, at first blush I didn't think it would be necessary. I just wanted to flash my damn RECEIPT. Then, when it was clear that I was dealing with a TOTAL asshole, I didn't want him to know I was an attorney! I was no longer interested in getting out of the situation - I wanted his butt in a sling Wink

free skin care · Mon Dec 18, 2006 9:14 am

katee wrote:

I was no longer interested in getting out of the situation - I wanted his butt in a sling Wink

SOOOOOOOOOOOOOOOOOOOOOO grateful Katee is NOT in Cook County......

free skin care · Mon Dec 18, 2006 9:28 am

katee wrote:

qisme615, I thoroughly understand that your objective wasn't to get the clerk into trouble, but I agree with Candy - DON'T YOU DARE APOLOGIZE! You were treated badly and there just isn't any excuse for that. Being new at one's job is even less of an excuse. If anything, I'd expect that someone who is new would try harder to be pleasant to customers!

I had a horrible incident at a local supermarket last year. I was on my way back from the gym - still wearing my sweats with my hair twisted up in a sloppy knot, etc. I ran in to pick up a few things and went through the self checkout. Paid for my stuff, bagged everything except a box of sudafed, which I threw in my purse.

As I was exiting the store, I feel someone's hand on my upper arm. It was the store detective! The guy tells me he saw me put the pills in my purse and that I should come with him. At first, I laughed! I explained to him that I paid for the pills and also had the receipt in my bag. The guy was an incredible asshole! He told me to SHUT UP and to come with him; that I could explain to the police. OMG I was FURIOUS! I was also embarassed because by this time, other shoppers had stopped to see what was going on.

Once it was clear that there really was no talking to this guy, I walked back to security with him. When we got there, he had some scrawny tweaker handcuffed to a chair. (laughing) She had apparently shoved like a dozen boxes of sudafed in her purse. He told me to sit and be quiet; that he had to write up her report first and that then he would deal with me. I started arguing with him and reached for my purse to show him the damn receipt. The asshole threatened to handcuff ME.

I won't go through the rest of the sordid details. It was a total horror show. But, I decided not to say another word. The guy was a borderline illiterate and it took him an hour to fill out the form for tweaker girl and about as long to fill out mine. He proceeded to then call the local police who escorted me out of the store. I didn't utter a single word. I was determined to ultimately get into court with this and cream this bastard, which is exactly what I did.

The case didn't come up until a couple of months after the incident, but I was no less steamed with the passing of time. When I explained to the judge what had occurred she was absolutely livid. There was nothing I could have said to this guy that would have compared to her tirade!

Afterwards, I got a letter from the supermarket chain with an apology and a gift certificate. I gave the certificate to a local shelter. I've never set foot in the place again. I've discussed it with friends since it happened. Some have encouraged to me to sue them, and believe me, the thought has crossed my mind. But, I have better things to do with my time.

The one thing that did bother me was thinking about what ultimately would happen with the store detective. I'm certain the corporate management was aware of the fact that they had significant legal exposure and I suspect that they fired him. Despite the fact that he was a TOTAL asshole, I still felt very badly. I hate to be responsible for someone losing their job and I really can't imagine that this guy has an easy time of finding employment. Ah well....

Holy crap Katee! That story is outstanding, you're my hero!!
Qisme, you were treated disgustingly, and the employee needs to learn from the situation, and you apologizing will just take that lesson away from her. I'm sorry that happened to you.

free skin care · Mon Dec 18, 2006 9:52 am

You can TOTALLY sue for something like that.
I used to work in retail and if we thought someone had shoplifted, we were told that we had to be ABSOLUTELY SURE, as in "We saw them steal it" otherwise we were under direct orders not to act on hunches and to let it go. As soon as you ask to search someone's bags, and it turns out they didn't steal, they can sue the store.

I remember being nervous about this...I worked in Victoria's Secret and our store was suffering a lot of loss because people were shop lifting from the front room (usually the one with the fanciest lingerie) and then they started assigning me to that room and I was terrified because the managers had instilled such fear about legal ramifications if I was to be wrong.

There was only one time that I thought someone stole something from the bridal rack, she kept going back to that rack and just acting really weird. I went up to her, did the whole pushy sales pitch (no, we don't work on commission though we acted like it!) mainly to check up on her. I turned my back to help another customer and saw her run out of the store, but since I hadn't actually SEEN her put the item into her purse, I didn't run after her. Granted she could have run out for other reasons, but the fact that she kept taking one of the bridal items on and off the racks (she'd put it back on the rack when someone would walk by) was weird.

I was too afraid to tell a manager since the last time something similar happened, the gal working the room got the third degree. It left us poor SAs so confused over what to do... Never did tell anyone.

But I took away from that job, if ANYONE accused me of stealing, I knew my rights. I was tailed once in a Sax off Fifth Ave (the "off" part shows it's an outlet, very awesome store by the way, they have designer brands for a lot less!) by "Risk/Loss Support staff" and was furious. A friend and I were shopping and I think I was tailed because of the way I looked. While I was carrying my one and only LV (small Cabas Piano), I was in a tank top and shorts because I had just been to the gym (yes, I showered, Laughing

), with my tattoos showing on my arm and wrist. But this SA kept following us around the store. My friend was the first person to notice him.
Finally, we were in the shoe aisle and I had set my bag down to check out a pair of shoes, and the risk/loss manager came over and asked if there was anything he could help me with, then he leaned over my purse to look in!!! I was livid. He didn't say or look at my friend and I realized he hadn't been following US, he'd been following ME. I grabbed my purse and then I asked HIM if there was anything I could do for HIM and I glared back. I think he realized I hadn't done anything because he apologized and told me his name and if I needed any help he or any SA would be "more than happy to help." I snapped back at him telling him no, there was nothing anyone could help me with, and in fact I was done shopping at the store. Then we left.
I've never been back.

free skin care · Mon Dec 18, 2006 11:00 am

Katee - U rock! Funny, the store sending you a gift certificate. Hoping it would make everything better.

I called the manager of the gas station. I was very polite and explained to him what happened. That she didn't own up to her mistake and was trying to shift the blame towards me. I told him that I think she needs to get better training on dealing with customers. That she needs to pay attention to her customers and the amount of money they give her. He said he would review the video. I said I wanted to apologize for causing a scene in his store but that she made it extremely difficult for me to keep my composure. But that it could of been handled in a different way. So however I reacted was because of her. He apologized and said that he would make sure this will not happen again and that Chevron aims to please the customer. I said that's all I wanted, an apology. And to please have a talk with her so that this doesn't happen to another customer.

free skin care · Mon Dec 18, 2006 11:58 am

qisme615 wrote:

Katee - U rock! Funny, the store sending you a gift certificate. Hoping it would make everything better.

I called the manager of the gas station. I was very polite and explained to him what happened. That she didn't own up to her mistake and was trying to shift the blame towards me. I told him that I think she needs to get better training on dealing with customers. That she needs to pay attention to her customers and the amount of money they give her. He said he would review the video. I said I wanted to apologize for causing a scene in his store but that she made it extremely difficult for me to keep my composure. But that it could of been handled in a different way. So however I reacted was because of her. He apologized and said that he would make sure this will not happen again and that Chevron aims to please the customer. I said that's all I wanted, an apology. And to please have a talk with her so that this doesn't happen to another customer.

I think this was a great way to handle things. Apologizing to the manager instead of directly to the employee, gave you a chance to air your grievance and make an apology, without actually saying sorry to the offender, who quite obviously, does not deserve it. Well done! Very Happy

free skin care · Mon Dec 18, 2006 11:56 pm

katee wrote:

I didn't want him to know I was an attorney! I was no longer interested in getting out of the situation - I wanted his butt in a sling Wink

Katee where were you when I was getting divorced Question

Could have used ya to sink the bastard I was married to. Oh well, he's still swimming in anycase Bad Grin

You are truely amazing Very Happy

free skin care · Tue Dec 19, 2006 12:00 am

qisme, so glad it turned out ok for you. Very Happy

Sometimes I feel like managers are complete idiots and just look at you and go "Uh huh, yep, I'm so sorry." And that's it!! Aarrghh..

It's like a dear in the headlight response. Shock

Automatic Message

If this is your first visit to the EDS Forums please take the time to register. Registration is required for you to post on the forums. Registration will also give you the ability to track messages of interest, send private messages to other users, participate in Gift Certificates draws and enjoy automatic discounts for shopping at our online store. Registration is free and takes just a few seconds to complete.

Click Here to join our community.

If you are already a registered member on the forums, please login to gain full access to the site.