Unfiltered Story #101517

, , , | Unfiltered | December 8, 2017

Get comfy cause this is a long one. To get things started I work in the customer service department of a furniture and electronics/appliance store. We had a customer who on one bill had one single accent chair, a single round end table, and a single square end table. As it would seem she wanted 2 of the square end tables, so they phoned in upon the delivery to let us know they received the wrong end table. They brought it back in still fully packaged and we refunded them for it. Even though it was bigger it was less expensive then the square one they wanted. Her son brought it in and we refunded the money. The next day she came in and I was on the phone with a manufacturer. A front office attendant (who does not deal with customer service issues) brings me the information. I recognize it immediately and take the information and get her to send the customer over. She is an elderly woman of about 60. We had a trainee who was witnessing this. Bear in mind I shortened this as much as possible. Our story begins:

me to trainee: get (the supervisor) like right now.

I am on the phone with a manufacturer at this point, and can not get off as I will lose my long hold position. She gets her and our supervisor comes to talk to the customer. The trainee is not able to handle something like this herself yet.

supervisor: Hi! How can help you?

customer: Yes, I was not fully refunded. I was supposed to be refunded $299 and was only refunded $150.

supervisor: Ok, let me get your information open.

she proceeds to get her info and open her account in the system:

customer: see? here, it was $299 and it says her I was only refunded $150.

after looking at pictures of the products on our site to get a description, my supervisor starts asking questions.

supervisor: was it the round end table or the square end table you returned?

customer: both a round and a square

supervisor: I only see a return for a round one here. do you still have the
square one in your home?

customer: yes but I still need to be refunded for the square one.

at this point my supervisor is very confused and sees I was working on this. They exchange for quite some time until I, now off the phone, step in. At this point she thinks the accent chair on the bill, which happens to be the same price as the square end table, is the second square end table that was
never ordered. (still following me?)

me: Ok, ok, let’s start from the beginning. On the original bill we have one single accent chair, one single square end table, and one single round end table. right?

customer: yes.

me: And it was determined the round one was wrong so it was brought back. right?

customer: yes and I was only refunded $150. I was supposed to get back $299

she then points on her bill of sale at the price for the one she KEPT and STILL HAS. Omitting 15 minutes of argument over which was which, I finally drilled it through.

customer: ok well why wasn’t I refunded for the square one too?

me: because you still have it in your home.

customer: no I don’t I never received it! It’s still sitting on your display floor!

she thinks the display model was the one she was supposed to get, apparently.

me: do you have a square end table in your home?

customer: yes!

me: and you want to return it?

customer: no! I want to be refunded for the one I didn’t get!

at this point it dawns on me that she wanted 2 of them. I offer to make a sale for it, to which she declines saying she switched sofas and has no room for it. She continued demanding to be refunded for the second end table which was never ordered while pointing at the ACCENT CHAIR on her bill of sale and asking why her end table is still on the showroom floor and she never got it in her delivery, I continually try to explain. She doesn’t ever end up understanding what happened. She eventually gives up and packs her papers into her purse.

customer: well, I guess I’m never shopping here again.

she then storms out in a huff. I turn around and on my way back to my desk roll my eyes toward my supervisor, she just shakes her head and thanks me for handling it.

In short, she bought 2 end tables. One of them was wrong, and we returned it and refunded her. She thought that:
a) thought she was refunded for the wrong end table
b) thought she was supposed to get 2 of the correct one and she got one wrong as an extra by mistake
c) she was supposed to get refunded for the non-existent second one
d) she was going to get the display model right off our floor

I have dealt with a million situations exactly like this since starting at this store 6 months ago, they are very simple and easily fixed. I guess it just takes the wrong customer to make it complicated beyond recognition!

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