My music store chain has 80 stores across the country, and the one I co-manage is the only one out of all 80 that doesn't rent large-scale PA equipment (we're more focused on recording/studio stuff, like microphones and other recording gear). So most of my day is spent telling people that they can't rent their 18" subwoofers, 15" loudspeakers, or other equipment for big events at my store. Most of them understand, others are utterly confused ("but I thought ALL your stores did this!"), others are dismissive, and others get angry.

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And then there's one who just didn't get it today.

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Customer walks in, and is doing the typical "maybe if i look lost someone will greet me" look when they walk in. I grab their attention from my place behind the front cash and ask how I can help. We'll call them CC (clueless customer).

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CC: Hi, I'm here to pick up some rental equipment for [other customer].

Me: Okay, sure.

CC: I can give you her account number - 64--

me: hang on, let me just get to the right screen first...

I pull up the customer's information, but I have a hunch that this is yet another case of mistaken (store) identity, and sure enough I don't find anything. CC shows me a gear list, and of course, it's all DJ equipment we don't have.

me: Are you sure this is the right store?

CC: yup, she rents from you all the time.

me: Well, I'm sorry, I can't find anything on hold. We don't have a PA department here, so I can't rent this stuff to you. Do you know if [customer] spoke to someone at *this* store?

CC (slightly agitated): yeah, she did.

me: does she remember who?

CC: let me make a call.

CC does just that, and then comes back a moment later.

CC: Is this [music store]?

me: (flatly) yes, it is.

CC: and this is your location? (shows me the GPS on their phone)

me: yes.

CC: and you *don't* have this equipment here?

me: no, I don't.

CC: ok. I'll be back with answers. Thanks!

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Narrator (Ron Howard voice): They did *not* come back with answers.

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TL;DR: if you're going to send someone that doesn't know anything about the gear you're renting, make sure you give them enough info, and make sure to tell them what store to go to. Thank you, next.