Working as a mystery shopper is often marketed as a super flexible part-time opportunity for students. You (supposedly) get paid for your time, choose the hours you work, and scoop up some freebies along the way. What’s not to like, right? Well, a lot of things.
A few days ago, Redditor DishsoapOnASponge described their personal experience with the gig to the platform’s ‘Antiwork’ community and explained why they absolutely hated it. As the story went viral, many more who also got a taste of the industry pitched in, reminding us that all that glitters is not gold.
#1
I used to work for a luxury department store and our mystery shoppers were usually chosen from our pool of top clients.
One of my top shoppers called me ahead of her mystery shop to coach me through the expectations so I’d get my bonus.
Image credits: hommesweethomme
#2
I work at a bank and we are suppose to build a relationship with EVERY customer. I’m a normal understanding dude that knows not everyone sitting with me has 30 minutes for me to speak about their job, family, what they like doing for fun, where do they bank outside etc. one day my market director comes in and sits in a nearby cubicle to eavesdrop to see if I’m building foundation with clients. The first client I sit with specifically wanted to refinance with our lending advisor he’s worked with before. I simply set up the appointment and the guy is super thankful I was able to get what he wanted in a timely matter. My MD on the other hand was not happy. I did a horrible job in her eyes. I still don’t understand till today what I’m suppose to do. “I’m here to refinance with Robert, he’s helped me before” “great how was your weekend” “tell me about your family” “what do you do for a living” “what do you like doing for fun” doesn’t seem genuine nor beneficial to either of us in that moment
Image credits: Greenpeppers23
#3
I went to TGI Fridays as a mystery shopper many years ago. The bartender told me not to bother upgrading to the large cocktail because they didn’t put any more alcohol in it. Obviously, that was bad for the business but we gave them full marks anyway cos it was a classy move and they get rewards for a good mystery shopper score.
Image credits: tomonpiano
#4
When I was a teenager I was fired from a theater chain where I worked in concessions. We were supposed to try and upsell popcorn and drink sizes. The mystery shopper was a very old woman that ordered a small popcorn and small drink. I didn’t try and upsell her because I figured she was living on a fixed income and I wasn’t going to push unnecessary expense on an old woman. Got fired about 30 minutes after the interaction.
Image credits: l0rdbunny1
#5
I was once mystery-shopped at a Petsmart by someone who asked for help finding food and toys for her guinea pig. We had a great interaction, talked about guinea pig needs, nutrition, etc.
80% on my mystery shop score because I forgot to ask the GP’s name. My bad I guess, but…wow I’m glad my retail days are over. I just don’t care what your rodent’s name is.
Image credits: Rainyqueer1
#6
I’ve mystery shopped in the UK for about 12 years. As long as the staff hit the brief vaguely (mention the right brands etc) I’m not marking them down, I also don’t mark down obvious new starts or folk who are overwhelmed, I’ve worked in retail and hospitality and remember how soul destroying it can be, plus this is the UK – too much enthusiasm is unnerving!
Image credits: underweasl
#7
The company I used to work for would secret shop us so often that I knew the secret shoppers by first name. It hit a point where we had an agreement they’d mark my team high, and they can collect an easy paycheck.
We ran that scam for YEARS.
Image credits: draconiandevil09
#8
I used to work in retail at a large national chain store and I could immediately tell which customers are the mystery shoppers because the flow of conversation and line of questioning seemed very unnatural. Maybe the mystery shoppers aren’t very good “*actors*” either. I think of them as aliens in human body suits. They talk like weird NPCs even though I am ACTUALLY the NPC. 😒 Anyway, as soon as I detect them, I make it so obvious that I am overly helpful with my obviously fake smile and fake enthusiasm. I pass every time and get rewarded with Starbucks gift cards. All in the name of “customer service” but really, it’s all about the sale.
Image credits: julesieee
#9
When I was growing my small retail chain, I came up with my own mystery shopper program and I would deputize my friends and family and their friends. It had four questions and a place for comments:
1. Were you greeted pleasantly when you came in?
2. Did we say goodbye and thank you for coming by when you left?
3. Did someone check-in with you at some point to see if you had any questions?
4. Were we nice?
It had some other check boxes about times of day, how many other customers were in the store, etc.
That’s it, that’s all that really matters in retail. You can teach sales, you can teach technology, but you can’t teach nice.
Image credits: BigMickPlympton
#10
I got secret shopped as a server and didn’t hit the supposed marks, but the shoppers had a great time and said they’d come back and ask for me. Didn’t stop the manager making an example out of me to the rest of the team as what not to do even though I SECURED A REPEAT CUSTOMER FOR THE COMPANY dfjjffhgsfhjjg
Image credits: the_f**king_worst
#11
I was a mystery shopper. I lied through my teeth, giving max or almost max points. I only ever gave one negative audit, and thats because the interaction was so negative, if I was a real customer, I would have walked out.
Image credits: RoseFire007
#12
I did one of these once. I was supposed to go into a club in nyc and get a drink at the bar. I get to the door but they randomly kept me waiting at the door and didn’t let me in. The door man seemed to single me out and let everyone in but me at some point. I am a nicely dressed decent looking young lady. They eventually let everyone else but me in a few at a time. Most people only waited 5-20 minutes. A few groups of people tried to tell them I was with them because they saw what was happening and they felt bad and I’m super friendly and talked to everyone waiting, but they didn’t let me in. It made me feel terrible, like I wasn’t good enough or that I was ugly or the unpopular kid in school purposely being left out. Then after like an hour or so, I get tired of waiting and started getting cold and I pull the head door guy over and show him the email saying I’m a secret shopper which I’m not supposed to do, but I still need to get in to test the bar. He reads it and goes from being smug to being very serious and urgently telling the other guy to let me in now. And the other guy was like “what? Her? But I thought..”And it was obvious they had decided they were never going to let me in. I go in and do the bar thing and leave. Let’s just say the door people got a terrible horrible review.
Image credits: RobotHappiness
#13
Man years ago I worked at Yankee candle and one of our requirements with every customer is to keep offering them items until they tell you “no” 3 times. We had weekly secret shoppers and meetings going over what the secret shopper said. I’m the worlds worst sales person and hate pushing people into things they aren’t comfortable with so it was just life sucking. Plus customers hate to be bothered so much I have no idea why so many places require it.
People who are rude to employees because they find it annoying are the worst because it’s like “sorry I know this is annoying but I will get fired if I don’t do this” just play along and let people live
Image credits: Betty_Grof
#14
One of my favorite retail memories was working for Godiva Chocolates and how huge a deal it was to get anything other than 100% from a mystery shop. They could write in “this was the best customer service I’ve ever received ” but if we lost a point because our apron was on incorrectly that’s ALL we would hear about from our manager and District manager. She ( DM ) would rip us to shreds. One day we get a mystery shop report sent to us and it was the lowest score…horrible. Everyone is panicked to see who it was. It turns out it was the DM when she was in last.
Image credits: duncanhere1974
#15
When I worked at circuit city I got torn apart by secret shoppers for not doing all the pushy sales stuff. The tactics they pushed were so disingenuous they made me squirm. That’s when I learned I’m not cut out for sales. At the same time, I got plenty of gratitude from actual customers for being genuinely helpful, like the employee OP shopped. I think at the end of the day the stores know what they’re asking for. They want big aggressive sales of high margin products. They don’t want us nice guys who respect the customer’s budget.
Image credits: TGIBriday
#16
I got called in to my manager’s office to explain why I didn’t get a perfect score. Based on the review, I could tell exactly who the customer had been.
Really old guy, asking more questions then anyone else ever had during the busiest time of day while I was left all alone in the store. I was at this counter that held both a regular register and customer service, doing both things at once. Somehow I managed to keep the whole crowd positive, helping with returns and using the time people filled in forms to check someone else out, everything to keep that line moving. It was the most insane day I’d had but I managed, with a smile and happy customers at that.
But because I balanced answering the very detailed questions with what should have been at least two other employees worth of work, I got marked down.
Not. Enough. Eye contact.
Image credits: Violetsme
#17
I conducted a secret shop at a high end jewelry store a few years ago. The scenario was very specific and took about 2 hours. The salesperson was so patient and helpful. Based on my script, it was apparent she thought she would be getting a significant sale, and with it, a good sized commission. I felt so bad when I realized I was essentially ghosting her. She sent follow up emails (as per store policy) but I was not allowed to respond. She wasted 2 hours on me instead of a potential real/ paying customer. I gave her good scores but I still feel badly when I walk by the store.
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Image credits: KizmitBastet
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