I’d like to speak to the manager!!!

I’m officially on fucking vacation!!!

We had a private event tonight, that went off without a hitch.

We finished end of year items, like inventory, cleaning etc.

I have 23 days of fun in front of me.

However, I told my staff that the day would end with someone wanting a gift card at 8:30 screaming and yelling at me at the door.

Because.

I got through the night without being yelled at.

My host, Kelsey was not so lucky.

Around 6:00, a woman calls to say that she has accidently purchased 3 gift cards when she only wanted 1. 

She demands that Kelsey call the manager, so that they can refund her purchase immediately.

We are in the middle of a party for 130 people.  There is no way, I can be pulled off the floor for this.  

And.

To be fair.  

We announced a week ago, that we’d be closed for our Xmas break from 12/17 to 1/11.  

My host says all of this, and the woman loses her shit.  

She begins to shout and curse and demand that we refund her immediately.  

The host holds her composure, tells the lady that she is sorry that his has happened, and that she needs to email me and that is the only way to get the refund.

The woman curses some more about how she is going to call her credit card company, she doesn’t want any of the gift cards now and that we have horrible customer service.  

The call is over.

I feel bad for the host.  

An hour or so later, I get the email.  

And the email, demands the refund, tells me all the ways we have horrible customer service, how awful we are, how no one would buy three cards with the same amount on the same day, that she doesn’t want any of the gift cards now, and that she will be taking this up with her credit card company tomorrow.  

I processed her refund tonight.

The purchase was from 4 days ago.  

And responded with the following email:

Hi Jane,

Your refunds have been processed.  All three of them.  The Gift Cards now have a 0 balance on them.  

I’d like to say that it’s never okay to berate and curse at an employee of any establishment.  Your use of the word fuck repeatedly with my staff is unacceptable.

I’d like to point out that the mistake was yours.  NOT ours.  We pride ourselves on providing excellent customer service.  And that was true today.  

There are many times people buy multiple gift cards, of the same amount, so it’s not implausible that you did so today.  

Perhaps now would be a good time to think about the reason for the season, why we give gifts in the first place, and know that my staff is amazing and should be treated with nothing but respect.  

I hope that you have a great holiday.

Best wishes.  

J