RUDE MANAGER Alex
After making a purchase today, I noticed that I had been charged for an item I did not purchase. I returned to the cashier, who told me they would process it as a refund and that the money would go back to Apple Pay, possibly by the end of the day. We still had additional shopping to do, and because the error was not mine, I explained that I needed the money returned immediately and asked for it in cash. The cashier said the issue would need to be escalated. The store manager, Alex, came out and told me that because I paid by credit card, I would have to wait. I corrected her and informed her that I had paid with Apple Cash, and the money had already left my account. I again explained that since the mistake was not mine, I needed the refund in cash. Alex said she needed to call a higher-up, and I said that was fine. During the call—made directly in front of me—Alex told the person on the other end something about a price check. I clarified that I had not requested a price check. She then looked at me and said it was her employee who did the price check, and continued with the call. She also told the higher-up that I had paid by credit card. When I corrected her again and said it was Apple Cash, she put a finger in front of my face and told me to “WAIT.” After the call, she gave me the cash refund. I then asked for her name because it was completely inappropriate for her to place her finger in my face and raise her voice. When I began explaining why the gesture was offensive, she interrupted me. I told her she could wait, since she had just told me the same. Alex then said she didn’t have to stand there and walked away. I want to emphasize that my issue was not with the refund process itself. The problem was the behavior I experienced from the store manager. Having a manager put their finger in my face, interrupt me, and raise their voice made me feel disrespected as a customer and as a person.