Cashier at Retail Store in Southern CA

by Krystle
(Santa Ana)

I was assigned to the register responsible for processing returns, despite having only been employed for one week. All managers and the Customer Service Manager have clearly communicated to D*, the store manager, that I am not yet fully trained for this task; however, this instruction was not followed. Instead, my co-worker observed a customer with multiple receipts and left his station to take his break, despite knowing I am new and require assistance. This has been a recurring issue since my start date. If these concerns are not addressed appropriately, I may consider resigning from my position.

Additionally, this evening I experienced an incident involving a customer who became highly aggressive and verbally abusive toward myself and coworkers. The customer presented two receipts, each with approximately 60 items, and arrived already distressed. I explained that, due to the receipts' contents, two separate transactions were necessary. She responded by raising her voice and criticizing our store’s return process, creating a highly disruptive environment. Her behavior escalated to the point that she caused a baby to cry.

When I sought assistance from my colleague S*, her hostility intensified. She directed abusive language toward both of us, calling us "stupid" and "slow," and shouted loudly enough to be heard throughout the store and surrounding areas. Several nearby customers asked her to cease her conduct, but her behavior continued.

Furthermore, many of her items did not match the receipts and appeared to originate from another store. I advised her that she might consider returning those items to their original store; however, she refused to listen and continued shouting. She also declined assistance from myself, S*, and B*. B* advised her to speak respectfully, noting my recent start at the store. I informed her that if she continued to raise her voice, I would involve security. She then called me names and made disparaging remarks about the store, which I find unacceptable.

Overall, I have never experienced treatment of this kind in a workplace setting, and I am concerned by the apparent acceptance of such customer misconduct by management. I am also concerned about training protocols; I received only a brief, interrupted video on my first day before being assigned to the register without any formal orientation or policies provided.

Additionally, I question whether proper security procedures are in place, and I am concerned that security was not contacted during the incident. B* and S* prevented me from reaching out to security, which raises concerns about the availability and effectiveness of security support. Clear and consistent security procedures are essential, especially in situations involving aggressive or disruptive customers.

After only two weeks, I am feeling increasingly exhausted and demoralized. This experience resembles the stress level I experienced working in a crisis mental health setting, there is a lack of structure and clarity. I believe *the company* should establish clear procedures and communication channels to promote a safe and respectful work environment.

I asked for clarification on the protocols for handling aggressive or disruptive customers, as it appears that no formal procedures are currently in place.

Furthermore, I have observed favoritism toward certain colleagues—****—who seem to receive preferential treatment, such as taking breaks without coverage. This has resulted in an uneven distribution of workload and negatively impacted team morale. For example, on my first day, **** requested a break after only two hours of work, while I waited over five hours before taking my own. When I addressed this with **** my request was denied based on rules that seemed inconsistent or unclear. Additionally, **** frequently raises her voice and dismisses me unprofessionally.

On my second day, I was assigned to the register for the entire shift with a lengthy line, but was then told I was not fast enough for the task—an unreasonable expectation given my limited training. Support from management in these situations has been absent.


While I have extensive professional experience and am capable of navigating these challenges, I initially took this job to supplement my income while paying off student loans. However, the current environment is becoming problematic and interfering with my well-being. I will not allow this situation to continue.