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- And I went to go look and I had a dent right in my hair.
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(whimsical music)
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Hi guys, my name is Denzel
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and I've been at Ikea for two years
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and I am here to tell you guys a horror story.
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So, the department that I was in, it was in Returns.
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We have this main policy where it's 365 days a year,
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you can return anything you want.
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You can return the entire store if you want to, okay.
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Usually a normal day in Ikea
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is like when people just expect to get their money back
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even without a receipt
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and that's how the stories just be arising
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because I can't give you something
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that I don't have proof for, baby.
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It's just, what?
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Any who, a gentleman came over to my express lane
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and he wanted to return his mattress.
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You can return your mattress if it is covered,
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it has this plastic still on it,
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for your money back that you paid for it,
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like with a credit card, debit card,
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cash, money, whatever you used.
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If you did not, then it's open,
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then we have to give you store credit for the item.
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So, the gentleman came over to my express lane
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and he had his mattress on the cart.
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It was opened but it was still like in good condition.
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The gentleman came up to me and he was like,
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"I want a return.
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"Return now."
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And I was like, "Why you talking to me like that?
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"I didn't do nothing to you."
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But, any who, I was like,
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"Okay, yeah, sir, we can help you out.
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"Do you have your receipt with you?" "No, no receipt.
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"Return now."
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And I was like, "Okay, sir, I'm trying all that I can.
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"I'm so sorry.
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"How about we go to our portal?"
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So we have this portal we can look at your receipts
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for within two years back.
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After two years we can't go any further.
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So, then I was looking for his receipt, could not find it.
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My manager just came over
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and was like, "Hey, Denzel, just give it to him."
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I was like, "Okay, cool, yeah, yeah, sure, why not."
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And then I told him that I can give him
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store credit for the item instead and he went off.
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He was like, "I don't want store credit.
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"Give me cash now."
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And I was like, "Sir, I'm sorry, I cannot do that for you.
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"If you could find your receipt,
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"maybe we can work something out with our managers
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"but I just can't."
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He was like, "No, no, no, no, no.
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"No, no, where's your manager?"
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And hit the table.
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So, the manager came over,
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told him exact thing that I told him.
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He was like, "This is so stupid."
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And I was like, "I can only do so much."
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So, any who, they conflicted everything with each other
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and then my manager left
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and before I can even give him his refund,
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we have to give you a plastic slip
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in order to put the mattress inside of it.
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This man gonna put his damn mattress on my counter
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and he hit my computer and it went crashing.
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(glass shatters)
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Another thing, keep in mind, I had my hair in a flat top.
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It was like Kid n' Play style, whatever.
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As he was putting it on, he hit my upside my head.
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So, then it just came to a point
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to where I was like, I can't do this.
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My adrenaline was rushing.
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Any who, so I like, walked away and then he left.
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After I was done, we have this mirror
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in the back of our spare parts department
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and I went to go look and I had a dent right in my hair.
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- [Female Voice] You had bed head.
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- Pretty much.
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(laughs)
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- Hi, my name is Jonathan.
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I've worked at Ikea for 11 months now
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and I'm gonna tell you a horror story.
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All right, so it was a normal, regular, average day
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at Ikea in the Returns department, said no one ever.
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So, my first customer comes up.
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It's a couple, they're really nice,
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"Hi, we did a whole kitchen order
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"and one of our cabinets is the wrong size
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"so we need to return it."
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"Absolutely, I can do the return for you.
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"Are you going to order another size?"
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"Yes, we already know the measurements."
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"Okay, great, I can return it to store credit for you
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"and then you can apply it,
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"that way you don't have to wait for your refund,
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"your money to come back."
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So, start the return, "Do you have your receipt?"
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Perfect, type everything in.
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I remember that they said that they already knew
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the size that they wanted, so I said,
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"I'll go ahead and create a new order for you
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"so you don't have to go back into the store,
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"go upstairs, go to the Kitchen department."
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Trying to be nice, trying to save them time.
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I was like, "So, you just need the cabinet, right?"
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"Yeah, yeah, yeah, we just need the cabinet.
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"Oh, right, yeah, we are gonna need the cabinet door
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"in a different size, as well.
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"Oh, we had a drawer in it, as well.
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"Yeah, oh, right, we do need the drawer front.
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"We need the shelves, we need two shelves."
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So, I don't know if you've ever shopped at Ikea
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but everything is a la carte.
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Everything.
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So, I'm basically building this kitchen cabinet
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from scratch, piece by piece.
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The order's created and so I just go through everything,
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each item, one by one.
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I'm like, "Okay, so I have this in this size."
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They're like, "Yes."
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"I have this in this size."
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"Yes."
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At this point, it's been like maybe 40 minutes.
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So, if you ever go to Ikea and you make a return
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and you're wondering why you're waiting so long,
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this is why.
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I reviewed the order, everything's perfect.
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They've signed off on everything,
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all the sizes, everything's correct.
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I go to print, look at my screen,
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the order's gone.
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Disappeared.
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Doesn't exist.
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Like it never happened.
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But, it did happen because I just spent 45 minutes on it.
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I was there, I was asking the questions, piece by piece.
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The frame, the door, the drawer, the door front,
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and the shelves, the whole thing.
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So, in my mind, I'm thinking to myself,
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"Oh my God, what do I do?"
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There's no way I can recreate this order,
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that's another 45 minutes.
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I'm gonna miss my break.
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Everyone's staring at me.
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There were only like five customers in line,
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now there're 25 customers
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because I decided to go above and beyond
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and give good customer service.
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I felt like the weight of Ikea
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and all of Sweden was on my shoulders.
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I was like, okay, what I'll do,
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trying to be smart, I'll create another order
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and then try to go back like three or four order numbers
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to see if the orders are in numerical order.
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Spoiler alert, they're not.
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So, there I am, I've spent like 45 minutes
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trying to be nice, trying to help these customers,
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trying to save them time
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and guess what, they had to go upstairs, through the store,
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back to the Kitchens and do the whole thing over.
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I was so embarrassed.
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I felt so sad.
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They lost all faith in me at the end (laughs).
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I was like, "So, do you still want it on store credit?"
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They were like, "Nope, we want it back to the card."
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I was like, "Yep, understandable, yep.
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"Got it, yep, you'll be getting a full refund.
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"So sorry."
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And, that's what you get when you go above and beyond
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for customer service.
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- Hi, I'm Tyler.
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I worked at Ikea for one year
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and I'm about to tell you a horror story.
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So, normally at Ikea, I'm in Customer Service,
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so I work the cash registers
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and assisting with customer service.
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Summer sale, weekend, five items or less.
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I'm checking items.
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Normal day, old lady's got some candles.
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"I'll take those candles for you."
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Start to hear a ruckus in the back of the line.
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It's pretty far back, nothing too crazy.
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Still scanning those candles.
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The ruckus is being caused by a man in a wheelchair
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and a woman in a scooter
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and one of them cut in front of the other person
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and they are very upset.
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As I'm scanning the candles, I'm thinking,
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"Go to a different lane.
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"Please go to a different lane.
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"Maybe you forgot something.
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"Go to a different lane.
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"Do not stay in this lane." (laughs)
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I realize that I'm going to have to do something,
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besides scan candles.
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I step out, I go back there, try to diffuse the situation.
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I'm not great at conflict resolution.
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I tell them, "Hey, could we not do this?"
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That did not work, that made it worse.
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I would call Security but I'm pretty new at this point,
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so I don't know the Security number.
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Probably should have learned that.
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Did not.
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No one is there to help.
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I'm scanning as quick as I can
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to get these people through the line.
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There is now talk of violence.
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I'm not sure how, maybe running over each other's toes.
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I tell them, "Look, here's what's gonna happen.
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"I'm gonna scan your items "and I'm gonna scan your items.
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"I'm gonna scan them as fast as I possibly can
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"so that we can get this over with."
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They're still mad about that.
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Also mad about the order I chose.
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Luckily, someone caught wind of the trouble,
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Security is now called and hanging out behind me,
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just waiting so that they can be escorted out.
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I scan the items.
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It is successful.
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They are still upset, but not at me anymore.
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There was a fight in the parking lot that day
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but I don't know if it was them.
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It could have been a completely separate fight.
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Not confirmed, that's rumor.
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- And yeah, that's life at Ikea.
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(whimsical music)