So today I was just in approached by a guest and her teenage daughter who were looking for the "lawn" section. The thing is my target doesn't have a specific section for that and it kind of ranges between two departments, so I told her that most of those items would be past our automotive section, which they mostly are. She then returns and is suddenly super angry. This is basically the conversation:
Guest: You sent me all the way there and I didn't find anything lawn related.
Me: I'm so sorry about that, is there something specific you were looking for? That would help me give you a direct location.
Guest: I need gardening shears.
Me: Okay let me check that for you. *checks MyDevice* Oh, yeah it looks like we don't have any in stock or in the back right now.
Guest: You don't have them?
Me: No, not in store *shows her my MyDevice screen*
Guest: You know, you're being incredibly rude right now.
Me: *stares in confusion*
Guest: Yeah you sent me all the way there for no reason (the area was only 5 aisles away, in my defense)
Me: Yeah I'm super sorry about that, let me check if we offer them for pickup or-
At this point the guest and her daughter stormed off and said "No I'm not going to waste my time asking for YOUR help again, this is ridiculous." There were quite a few people around as well as another team member so I felt significantly embarrassed and confused.
About 10 mins later the guest's daughter found me again and called for her mom to come. The mom asked what my name was and I told her. I then asked if I could help them find something (I was under the impression that they actually wanted the item so I still wanted to help them find it, but they would not even let me speak.) She then said "Thank you for nothing," and they both left in a rage.
About an hour later my manager comes up to me to ask about the situation, obviously the guest had complained to guest services. I explained it to him and he was like "Oh yeah that's silly I'm sorry about that." The fulfillment TL also talked to me about it but she just thought it was funny because I'm literally so shy I would be the last person to act like that towards a guest.
Anyway that sucked and I still have absolutely no clue why she was so mad, I feel like I did something offensive but maybe I don't see it yet? I can't think of any other reason to get such a response, lmao.
Guest: You sent me all the way there and I didn't find anything lawn related.
Me: I'm so sorry about that, is there something specific you were looking for? That would help me give you a direct location.
Guest: I need gardening shears.
Me: Okay let me check that for you. *checks MyDevice* Oh, yeah it looks like we don't have any in stock or in the back right now.
Guest: You don't have them?
Me: No, not in store *shows her my MyDevice screen*
Guest: You know, you're being incredibly rude right now.
Me: *stares in confusion*
Guest: Yeah you sent me all the way there for no reason (the area was only 5 aisles away, in my defense)
Me: Yeah I'm super sorry about that, let me check if we offer them for pickup or-
At this point the guest and her daughter stormed off and said "No I'm not going to waste my time asking for YOUR help again, this is ridiculous." There were quite a few people around as well as another team member so I felt significantly embarrassed and confused.
About 10 mins later the guest's daughter found me again and called for her mom to come. The mom asked what my name was and I told her. I then asked if I could help them find something (I was under the impression that they actually wanted the item so I still wanted to help them find it, but they would not even let me speak.) She then said "Thank you for nothing," and they both left in a rage.
About an hour later my manager comes up to me to ask about the situation, obviously the guest had complained to guest services. I explained it to him and he was like "Oh yeah that's silly I'm sorry about that." The fulfillment TL also talked to me about it but she just thought it was funny because I'm literally so shy I would be the last person to act like that towards a guest.
Anyway that sucked and I still have absolutely no clue why she was so mad, I feel like I did something offensive but maybe I don't see it yet? I can't think of any other reason to get such a response, lmao.