Some people know how and when to shut up. Then there's people like me.
See, I told Dianne I'd go shoe shopping with her after work. No, I don't need shoes, and I had no intention of buying any, but I know how sometimes us money-strapped women who are just starting up need the moral support of a girlfriend when purchasing hard-earned cash on sandals. Since Dianne's a fabulous girl – who carried my drunken ass from Porter to Davis Square – I really wanted to be there for her. Turns out, I'm the one who'd leave needing moral support.
At the DSW in Downtown Crossing, I found a rain hat. (Who wouldn't want a rain hat?) It was a little stupid looking, but it'd definitely keep me dry. Well, my hair, at least. So, after asking Dianne if she'd still be my friend if I wore a rain hat, I decided to purchase the item. Unfortunately, it was broken and the last one. It had some crappy little pin attached that was falling off, that I assumed I'd just cut off anyways... after I received 20% off.
I brought it to the register and showed the nice black girl named Jennifer behind the desk the problem. She showed Chip - her boss. "Mark it damaged," he said curtly before briskly rushing away. So I stood behind the counter, waiting for her to ring up my damage discount.
"Did he say discount or mark it damaged?" she asked her coworker, who was standing beside us.
"Uh," the colleague said, looking around cluelessly - but in a totally innocent way. "I think he said damaged."
Jennifer turned back to me. "Um, I'm sorry honey, but that means we'll send it back."
"But I want the hat."
"Yea, um," and she started calling Chip again. Chip couldn't have cared less.
This is when most people would know not to push. But I liked the goddam rain hat. So I left the hat on the counter and walked up to Chip. "Chip?"
"I'm with a customer." He said it so cruelly heads literally turned. I didn’t move. "I'll be with you when I’m through."
Taken aback, I returned to the counter. "I'm a customer," I retorted under my breath, but loud enough for all the customers around me to hear in an effort to save my pride.
Jennifer looked apologetic... and scared. "I'm sorry, he'll be right over."
He took his sweet ass time. But he did come back to the counter, and – when words failed Jennifer's suddenly shaky voice – I explained the whole situation. His response: "We get full price for this hat when we return it, so why would I sell it to you?" (Honestly, what kind of manager says that to a customer who has money out in hand?)
"Because I want the hat." Was this not clear?
"Well you can pay full price for it too."
"But it's damaged, and I do want to buy it, I'm just having a hard time doing so without a discount."
"I'm not going to give you a discount, so do you want it or not." It wasn’t really a question.
"Can I think about it?" Honestly, I was still being nice and friendly at this point. I’m often not nice or friendly, but I really was at this point.
He turned to Jennifer, who hadn't said a word yet. "Mark it damaged."
"But I want the hat." Now my voice was rising.
"Then buy the hat." His face was a little redder, clearly annoyed and anxious to walk away.
"Are you going to get more?"
"Yes."
By this point I think it was clear I wanted the hat. Should I have really have had to ask when?
"I don't know." He probably thought he had sufficiently answered my question, or at least that I wasn't worth any more time... despite my wallet still being out and poised for purchase. But I stood fast, and grew increasingly angry.
"Ok," the polyester hat felt especially smooth under my sweaty fingertips. "Can you let me know when you do?"
His words were quick, like he was hoping to lose me. "No, we don't do that kind of thing and we don't have any idea when. We don't order them ourselves so it's out of our hands."
"Do other stores have them?"
"I don't know."
It was about then that I really thought about how I was going to cut the bow off anyways, so why waste a normal hat? But if I couldn't successfully get the bow off, could I take it back since it was already damaged?
"Our return policy is 30 days with a receipt."
"Ok, thanks." I think I was still sounding cool and collected, whereas he was still in full-fledged jerk-mode. "Can you please just write 'damaged' on it or something?"
"What are you going to do with it?"
"I don't know," /cut it off... "try to fix it? Maybe make a tack on there or something?"
"You can't return it without the bow though, we won't give you your money back, obviously."
"Yea well," I looked at the ugly, glittering point of discussion, "I figured that."
"Well you didn't figure the other thing."
Excuse me? How dare he – a man so intelligent he’s the assistant manager of a shoe-store in a crappy part of Boston – talk down to me – a recently promoted college graduate who received her first official promotion before the time she turned 21? Maybe I’m being arrogant and sounding like I think I’m better than him – but how dare he be so condescending? Am I the customer? Yes. Am I the instigator here? No. I just wanted the hat. And I wanted a rightfully deserved discount, though I wanted the $20 hat more than not. Plus, he was a huge dick and was starting to really piss me off. "Alright, fine, bye."
"Excuse me?" Like I had some nerve. Buy that hat? How dare I!
"I said fine, I want the hat."
"Bye?" He looked so offended I had to crack a smile. "I work here. I'm not going anywhere." Funny, he was in such a rush to leave before.
"Fine." I retorted - much sharper than before, but still not in bitch-mode yet. "And I shop here, so I'm buying a hat."
All offended and pissed off, he demanded, "Then what'd you say 'bye' for?!"
"Because you clearly want to be somewhere else and you're being less than helpful." Now the head-shake-thing was starting, and the attitude rising.
"Not being helpful? Excuse me?"
"Yes," I looked him in the eye. Honestly, don't ever fuck with me. Just don’t do it. You’re life will be better. "I just had a simple question. I want this hat, it's broken, can you give me a discount or find me another one."
"And I answered the question and you didn't like the answer and now you're giving me attitude."
Actually, you didn’t. But I didn’t want to get into details. "Look, I'm buying a hat here, what do you want?"
And he huffed and stormed off. Here I am, tension rising, embarrassed in front of all the other customers, and still buying the goddam hat - at this point more for pride than anything. "Honestly, is he always such an asshole?"
Jennifer kind of nodded discreetly; her team manager was standing behind her on the phone. He, however, stopped mid-sentence, cupped the receiver and looked at me strongly. "Yes," he said. "Yes he is."
I smiled. "I am the customer here, still buying the hat, aren't I?"
"Yes," Jennifer chimed in - her voice much stronger now. "I'm really sorry that happened to you. Here, I'm writing 'damaged' on the receipt, so please feel free to return it. And just let whoever takes it back know that you spoke - for better or worse - with the manager on duty. I'll even sign it for you. Again, I'm really sorry."
Some people are so nice. "Thanks, I appreciate it. And don't worry - I'll be calling about 'Chip' here." She passed me the receipt. "Thanks again."
"No, thank you, Miss." She looked at me and in her big black voice, she said, "And really, you have yourself a really good day."
Chip sucks.
And now DSW is gonna know about it.
Let this be a message to the Chips out there: don’t suck.