I have worked at Sears for four years now, as a cashier, in footwear, and in tools.
Surprisingly, the place where I have gotten the most abuse is in tools. I am a 20 year old girl, who knows her way around a miter saw like nobody's business, you'd think that I wouldn't get treated like shit, right?
Oh so very wrong. I have one beautiful gem of a story for you.
Normal evening shift. Hanging around the cash register chatting with the guys in Lawn and Garden. Older guy walks up holding a brown paper bag (always a red flag, means an old item being returned). He comes up and sets said paper bag on the counter and withdraws a seriously old cordless drill. Customer proceeds to hand the drill to me and says sternly, "It's broken, now give me a new one."
It takes me a few second to recover from this demand, but I proceed to ask him what's wrong with it, trying to figure out if the drill is broken or if the battery has just worn out. With each polite, simple question I ask, this man gets angrier and angrier, and demands that I just give him a new one. As politely as I can, I explain to the man, "Sir, I'm sorry, but I can't do that. Unfortunately, on our power tools we only offer a two-year manufacturer defect warranty, and I see the production date on this item was 1990-(something). If you'd like, I can call our local service center for you and ask for a repair quote over the phone, but to be honest, with something this old it'll cost more to repair than to replace. I can also show you our new line of cordless drills..."
Then he REALLY starts to get angry. A LOONG time ago, we offered lifetime warranties on all Craftsman tools, including the power tools. That's legit. However, policies change, and apparently, this guy didn't get the memo. He proceeds to shout at me about how terrible it is that we don't offer a lifetime warranty on every single thing we make anymore. Then, he asks the one question that I DREAD.
"Where do you make your tools now? CHINA????"
"Well, in fact, you're right. We do manufacture our power tools to the same high standards, but because of the lower cost to produce them in China, we're able to keep our prices low for our customers."
That's when he started coming over the counter at me, and our resident awesome Army vet Ron managed to get right between angry guy and me and make him leave.
At the time, I was barely eighteen, 5'3, and slim. This guy was in his mid-fifties, at least 6', and HUGE.