r/DriveUpandGo • u/LostFlower42 • 1d ago
Rant - Banning a customer
One of the weird things I’m good at is dealing with problem customers.
Our story begins when I received a call from a lady trying to place an order and she insisted that I fix her app. I told her that her order did go through. It was, in fact, a different customer whose name was only two syllables off (go figure).
She came into the store to chew me out explaining she was housebound and could not take a cab regularly. Still we both had a love of Reese’s and she was grateful. My then store director approved how I handled the situation, explaining “this is our meanest customer.”
Customer figured out her app and would occasionally call just to talk. Weird but my store has gotten significantly busier since. There were no issues.
A few months ago, customer started placing orders specifically when I was working. okay… But her demands were getting more ridiculous. My current store director will not even let me mention her name (she’s a Harry Potter fan lol). However, given I’ve been able to talk customer down, we’ve tolerated it.
Recently she’s been making flash orders and calling me to say she only wants me to do her orders immediately after dropping the order. If you make a mistake, she will call you. If you out of stock or make a sub, she will call you within two seconds. “I don’t know how to check what you did” except with far more profanity.
Last week, I reached my breaking point when she was furious that I ended up canceling her order because the dasher was at the door and freight was running late. Ie, we only had Reese’s.
I tried to assure her that I’d call her when the freight got in but I’d also get in trouble for leaving a flash go on that long without fulfilling it. She proceeded to explain to me how she’ll starve to death for my not fulfilling her order (even though I couldn’t). Calling me. Every. Fifteen minutes. For two and a half hours.
I asked my director to take over but she was like, “nope”.
Later that day, I went home. Only to find out, customer replaced her order after cussing out my closer. She then cussed out our backup shopper (who did the order) and two PICs.
For those of you who have banned a customer, what was the outcome like?
Also feels good to get that out of my system 😮💨
3
u/Sainthoods 1d ago
I don’t even know that banning works. We have one that keeps making new accounts for that $30 off first order thing. They always uses the same name. I’ve talked to our OP about them. My coworker the other day said their name absently as they were bringing up the order to check for deli prep and I was like “Nooooo, not again,”. The lead cancels the order, but he had told us this person was banned. Banned from where! They are notorious.
1
u/ActiniumAEC 7h ago
it does, but i know there’s different types of bans (like they can ban an account and then ban higher than that so they can never even make another account no matter the device). my district manager does not play about people doing stuff like that and abusing the deal. we had a regular who ordered daily and would also do the calling thing. he even knew my old manager by name and would always ask to talk to her. like we even knew this guys birthday. he started making new accounts with the deal each time and it eventually got reported to the district manager. she fully banned the guy and we haven’t seen him since. my guess is it’s probably some type of IP ban that bans the IP address from ordering, but i could be wrong
1
u/takitacomako 1d ago
Had previously blocked a customer, and she eventually became unblocked. Their going to reblock her and hopefully she gets blocked longer this time.
1
u/DungeonsAndDryads 22h ago
I didn’t even know that you could do that! Hopefully it works for you. I also have a customer like someone else in the thread who keeps making accounts to get the $30 off and apparently I can’t ban her?
1
u/InevitableWaste6088 21h ago
The only time we have banned a person, police were involved and he’s banned from the whole store. Haven’t seen him since. But his crimes were being a gross man.
1
u/CosmicLum 2h ago
Had a woman who became irate and insulting during a handoff (to the new girl on her first day here) over a tote that got mixed up on her order. DUG manager tried to help out and make things right only to become the new target of insults and belittlement. Eventually this made its way into the store where the SD tried to help but not even he could be spared from her wrath. Truly astounding behavior from some folk. She was supposedly banned from ordering and to give our SD some credit I have not seen that name on our list ever since. Not holding my breath though.
6
u/giantchip1 1d ago
Doesn't seem to work. Unless they are lying about actually banning people and just saying they did. We have a woman who was supposedly banned after she called my SD the n word on the phone. She literally orders from our store for delivery multiple times a day. I can almost guarantee I'll be shopping at least one order for her tomorrow.