I had a shop yesterday that went so sideways - for the associate - that it makes me cringe to think about the talking to she is going to get when that report trickles down from corporate.
The scenario was make a purchase from an upscale store. Staff has a script on brand education they are supposed present to the customer, as well as product suggestions and sales techniques. I could either keep or return my purchase. Returns have to be made after a set amount of time.
I was the only customer in the store. She came from the back and greeted me then asked what I was shopping for. I told her a housewarming gift. She pointed put a couple of sale displays, then went to the back and returned with a laptop and a soda. She spent the rest of my visit behind the counter reading on the computer and drinking a soda. I walked around commenting on different products, picking things up and putting them down etc., and got zero engagement from her. I finally chose a few items and she rang me up. She asked if i wanted a gift receipt, then backtracked and said sale items couldn't be returned. She said it half under her breath, and I was a little confused because I bought more than sale items. Also, I've done this shop before and know that isn't true.
Two hours later I went back to do my return. This time the store was full of customers. She was standing behind the counter. As I approached her I apologized and told her I needed to return my purchases. She said, in an inappropriately loud and nasty tone, "You can't. I told you sales items can't be returned." She said it so loudly and so rudely that the whole store went dead silent and turned to look at us. I was shocked at her tone; she practically yelled, and her tone was downright snotty. I apologized, told her I forgot, and left. I have seen some poor retail behavior, but this was the worst.
I was very careful to keep my report accurate but neutral (though in my final narrative I purposely used the words nasty and demeaning). I turned it in at 10:30 last night. Got it back at 8:30 this morning with a 10/10. Fastest I've ever had a report finalized. I'd hate to be that woman when she finds out I was her mystery shopper.